FAQs

Shipping

When can I expect my item to ship?

We ship within 1 business day.

If the item you ordered requires to be handcrafted and isn't ready to go please allow for up to 2 business days before it is shipped. We would rather your item arrives as expected with the best quality than a day quicker with subpar expectations.

Where do you ship?

We currently only ship within the U.S and Canada, but we hope to expand to other countries soon!

Order Issues

I'm missing an item from my order, what should I do?

• We may have sent your items in separate packages so please check your email to see if any of your items will be arriving separately.
• If you have an item missing from your order, please let us know within 7 days of your order being delivered and we'll do our best to make this right. To speed up the process please make sure you include your order number and details of the missing item.

My tracking shows delivered, but I never received it. What can I do?

• Double-check your shipping address on your order confirmation to ensure that it was shipped to the correct address.
• Check your mailbox or anywhere else you receive mail. The shipping carrier may have left the package somewhere discreet to prevent it from being stolen.
• Check with your neighbors, family, or roommate(s). They might have accepted the package for you.
• Check for a notice of attempted delivery on your tracking link. This will have more information on the next steps you should take to receive your package.
• Give it a little more time. Some shipping carriers will scan items as delivered prior to arrival. We suggest waiting 7 business days to account for this. Thanks for your patience!

What happens id my package is lost or stolen?

Once your items are shipped, Craftsburg is not liable for lost or stolen packages. If your tracking number shows that your package was delivered but you did not receive it, please contact the shipping carrier with your tracking number for more information.

Why hasn't my tracking status updated?

Returns

What is your return policy?

If you are not satisfied with your order for any reason, please contact us right away. Refund requests have to be made within 10 days of package delivery.

If we make an error we will resolve the issue. Just contact us asap.

What if my item is damaged or not what I expected?

If the item arrives damaged or not as described, we will issue a full refund after the items have been returned to us. See here on how to start a return.

Do you offer exchanges?

If you would like to exchange your items for any reason, you are responsible for all shipping charges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

If you would like to exchange an item, please contact us below.

When can I expect my refund?

Your refund will be processed once your return arrives and is processed at our warehouse. Return processing usually takes 3-5 business days and once approved you'll receive an email notification of the refund.

If you are still waiting on your refund please contact us below.

Contact

Do you have a phone number?

The best way to get in touch with us is through our contact page, as all emails are typically responded to within one business day. Thank you for your understanding.

I sent a message via the contact page, why haven’t I received a reply yet?

There are typically two reasons we’ve found that customers may not receive our reply. The most common reason is that our email has been automatically filtered to a junk/spam mail folder due to mail settings and filters set up on the email account. Please always be sure to check your junk/spam folder, in addition to your inbox.  The other reason we typically find is that there was a typo in the email address when the contact form was filled out, and our reply was sent back to us as undeliverable. If you are still unable to locate an email reply from us within 2 business days, we ask that you please submit your inquiry again using craftsburgstore@gamil.com email.

Wholesale

What if I want A BUNCH of Craftsburg's supplies?

If you’d like to apply for a wholesale account, please use our contact us form to inquire about wholesale.  Please note that a minimum of 15 items must be purchased in order to qualify for wholesale pricing.