Rust & Cinder is not responsible for: 

• Delays with US Postal Service or UPS shipping
• Lost or marked delivered items. To file a claim with the carrier, please click one of the following links: UPS Claims Support or USPS Claims Support
• Items that arrive damage in transit, please take a photo and email the order number, photo and item name to morgan@rustandcinder.com. A claim will be filed on your behalf and a refund or replacement will be issued depending on stock availability. We will do our best to make it right!

Carrier Contact Numbers: 

• USPS: 1 (800) 275-8777
• UPS:1 (800) 742-5877

Lost or Stolen Packages ("Porch Pirates")

Once an order has been marked as delivered by the carrier, Rust & Cinder is no longer responsible for its whereabouts. Unfortunately, we cannot issue refunds or replacements for lost or stolen packages when delivery is confirmed via tracking and/or photo proof. We understand how frustrating this is and encourage you to take the following steps:

• Check with neighbors or household members to see if the package was picked up or misdelivered nearby.
• Inspect the delivery photo (if available) to confirm the drop-off location.
• Contact your local carrier office (numbers listed above) to request further investigation.
• File a theft report with local authorities if you believe the package was stolen.

We strongly recommend choosing a secure delivery address or using options like UPS Access Point or USPS Hold for Pickup if package theft is a concern in your area.

Delivery ETA Guarantees

• 90% of orders are delivered to the carrier (UPS, USPS) and shipped out the next business day after the order was placed. We do not offer an expedited shipping option at this time. We are an Ohio-based company; delivery ETAs differ based on your location in relation to Ohio. You can expect your package within 2-7 business days, and a tracking code will be provided once the order ships. We cannot guarantee that a package will be delivered within a precise time frame; shipping delays are out of our control but we will do our best to ship your order ASAP. 

Wrong Address Disclaimer

• It is the buyer's responsibility to make sure that they enter the shipping address correctly. We are not responsible if a package is shipped back to us due to an incorrect or undeliverable address. We do our best to speed up processing and shipping times; hence, there is a minimal time gap to cancel/change your order or change its address. If you decide to cancel your order or change your shipping address, please contact us via email at morgan@rustandcinder.com as soon as you place your order. We will do our best to make the change; however, we cannot guarantee that we will do so in time.
• If there is a problem with your tracking number or package delivery, please contact the courier directly before contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. Please contact us after the estimated delivery time has passed.
• All our shipments include Tracking with Delivery Confirmation. If your tracking information confirms that the item has been delivered to your order address, but you have not received your order, please contact the carrier directly to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.
• Shipping cost is non-refundable for returned, undeliverable, unclaimed and packages that are refused.

We are reasonable human beings. If you have questions or concerns about your recently placed order, please do not hesitate to send us an email, and we can check on the status of your package. 

We want you to be happy with your purchase! We offer a 30-day return policy as long as the condition of the item(s) are in "like-new" condition with no visible signs of wear or use. All seasonal, sale, vintage, and special order items are considered final sales. Returns can be processed by emailing us with your order number and the information about the item(s) you are returning. Unless the item(s) received were damaged, the buyer must pay for the original and return shipping costs. 

Damaged/Defective Items: If you receive an item that is damaged or defective, please let us know right away by sending us an email. When you receive an item that is damaged, please provide us with your order number, if you would like a replacement or refund, and the following 3 photos so that we can create a claim with the shipping carrier:

1. Photo of the outside of the box that the product was delivered in
2. Photo of the inside of the box, including any wrapping paper, packing peanuts, or bubble wrap used for protecting the item
3. Photo of the damaged product 

Once we receive your email with the attached photos, we will process your claim right away!

We wish we could! As a small business, every order and ever customer is important to us but we are unable to offer free returns at this time. If you need to return a product that didn't work for you, we ask that you pay for the return shipping which will be deducted from your overall refund.