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Shipping & Returns

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

If an item is returned back to us by USPS because of incorrect information, (i.e. wrong address) provided by the customer, the customer is expected to pay to have that item reshipped to them. If it is a shipping error on the part of ATW, we will reship that item via USPS Priority Mail with tracking.

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). If you were to receive a defective item, you must notify us within 2 weeks of when you received the product to qualify for a return or exchange. If you fail to provide us with a prompt notification, we will not authorize your return or exchange. All items must be returned in a new, unworn, and unwashed condition. All original tags must still be attached. Please Include your Original Packing Slip and note indicating the type of return (exchange or refund). We are not responsible for lost or damaged return packages. We will notify you via e-mail once your return has been processed.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply email us at koe@athousand-words.com with your request. You can also login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Exchanges

Exchange requests must be made within 60 days of order receipt for merchandise purchased at full retail price. Exchange requests must be made within 30 days of order receipt for merchandise purchased at sale price.

Specify the exchange item and the new color or size and email us at koe@athousand-words.com. Include your receipt in your return package and mail the package USPS First Class Mail to: ATW, 208 Rankin Street, Elizabeth, NJ 07206. We'll send your new item free of shipping charges.


If you're exchanging an item because of a mistake on the part of ATW or because of quality issues, we will reimburse your return shipping cost and pay the shipping cost to send a replacement item to you. The replacement order will be sent via USPS First Class or Priority Mail with tracking.

Availability of replacement item is not guaranteed. You will receive an e-mail notification upon the completion of exchange processing.

 


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