Refund policy
Custom & Personalized Items Because our items are handcrafted and personalized to order, all sales are final. We do not accept returns or exchanges for change of mind. Please allow 1–5 business days for your item to be created before it is ready for local delivery or shipping. We encourage you to double-check all personalization details before submitting your order.
Damages and Issues (Shipsurance Claims) We take great care in crafting and packaging your items. All orders are covered by Shipsurance. Please inspect your order upon receipt and contact us immediately at support@burrowandbones.com if the item is defective, damaged, or if you receive the wrong item.
If your item arrives damaged or is lost in transit:
-
Notify Us: Contact us immediately so we can submit a claim with Shipsurance.
-
Verification: You will be required to verify the claim through the insurer’s process (this may include providing photos of the damage).
-
Resolution: Once the claim is approved, you will have the choice of a full refund or having us recreate and reship the item to you at no additional cost.
Exchanges Since every item is made to order, we do not offer exchanges. If there is a craftsmanship error on our part, please reach out to us at support@burrowandbones.com so we can make it right.
Refunds Refunds are only issued in the event of a successful Shipsurance claim or a documented error in production. Once a refund is approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at support@burrowandbones.com.