Return/Exchange Policy
It’s our goal to always provide an excellent experience for our customers, and we will do everything we can within reason to ensure you have a great experience ordering from us. By placing an order with Landshark Supply, you acknowledge and agree to the policies below.
Turnaround Time
Since most of our products are Made-To-Order, we usually have a “turnaround time” which is the time it takes for us to build, prepare, and ship your order. We keep our most up-to-date Turnaround Time at the very top of our website in the black bar. This Turnaround Time is based on our current order load and schedule, and is subject to change at any time, without notice. The Turnaround Time is an estimation, therefore an order may be shipped earlier or later, although we strive to never make our customers wait longer than our max turnaround time.
Order Cancellations or Modifications
If you’d like to cancel or change your order, please contact us before your order ships out. Once an order has been marked as shipped, we are unable to cancel or modify it. Many items, such Custom Name Patches, holiday themed products, or custom products (such as unique colors, sizes, or modifications) cannot be canceled or modified once we have started to make them. If special materials are required, the costs associated with those materials cannot be refunded once they have been ordered.
Domestic Shipping and Delivery
Unless otherwise requested by the customer and confirmed by us, we will typically ship all orders via the United States Postal Service, however we may also use other Shipping Partners such as UPS, FedEx, or DHL. Orders are considered “Shipped” when the shipping label is purchased by us. Purchasing the shipping label triggers an automatic Shipping Confirmation Email to the customer. In the instance that you did not receive a Shipping Confirmation Email, please contact us and we will be happy to send you the shipping information.
Once an order has been tendered to the Shipping Partner, we no longer have control over how it is processed, moved, or delivered. However if a problem arises, please reach out to us, as we are more than happy to do what we can, within reason, to help. Once an order is marked as Delivered by the Shipping Partner, we are no longer responsible for its care.
In the event that an order is returned to us due to an incorrect or incomplete address, we will attempt to contact the customer to confirm the address. If a re-ship is required, the customer will need to pay the original shipping fee again, simply to cover our cost to reship it back out, as we will be required to purchase another shipping label. If there was any error on our part regarding the address, we will cover the shipping cost to re-ship the order. If we are not able to reach the customer or if we do not hear back after attempting to contact the customer, the order will be considered abandoned after 30 days.
International Shipping and Delivery
Due to the more complex and expensive nature of international shipping, we cannot be held responsible for the order once it has been handed over to the customer’s requested shipping partner. The customer is responsible for ensuring that their delivery address is accessible by that shipping partner, and that their contact information on the order is correct, in the event that they need to be contacted. We will absolutely do our best to help international customers get their orders if a problem arises, but we are limited in what we are able to do and cannot absorb the costs associated with problems that may arise.
Import taxes, duties, and any other additional costs that arise once the order has been brought into the receiving country are the responsibility of the customer. We are not able to give an estimate of what these might be. Please ensure that you understand any additional costs before placing your order.
Returns & Exchanges
For U.S. orders, we offer a 14 Day return or exchange policy. The 14 day window starts upon delivery of the order, as indicated by the Shipping Partner tracking information. To be eligible for return or exchange, the product must be completely unused and still in new condition. A good rule of thumb is that if it’s been used for anything other than making sure it fits, we cannot accept a return or exchange.
Some items such as Custom Name Patches, holiday themed products, or custom products (such as unique colors, sizes, or modifications), cannot be returned or exchanged.
The customer will be responsible for shipping the item back to us. We always recommend shipping the item with a tracked service, as we are not responsible for return or exchange items that we never receive. Once we receive the item and inspect it, we can issue a refund or ship out the exchange item. Items that have been shipped to us and are not eligible for return will be shipped back to the customer, and may incur a $5 shipping fee to cover the cost of shipping.
If you would like to return or exchange an order, please email us at hello@LandsharkSupply.com to get that started.
Giftcards are not eligible for return or exchange.
Unfortunately, international orders are not eligible for return or exchange.