Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging.
To start a return, you can contact us at sales@thecraftiff.com. In your e-mail please include your name, order number, the reason for return, and any applicable pictures. If your return is accepted, you could ship it to our Canada or Hong Kong warehouse. We'll send you the return address.
You will have 7 business days to take your package to UPS or USPS after a return shipping label is e-mailed to you. Buyers are responsible for return shipping costs, plus a 10% restocking fee. Items sent back to us without first requesting a return will not be accepted. We reserve the right to refuse a return.
You can always contact us for any return questions at sales@thecraftiff.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right. Any items purchased, customized and deemed defective afterwards (due to user negligence or otherwise) will not be accepted or replaced.
Due to the nature of raw acrylic, our manufacturing process and mechanical cutting, slight imperfections, such as chipping or rough edges, can sometimes occur. This will not affect your final cuts of acrylic and is not considered damaged or defective.
Acrylic sheets received with bubbled, raised or crinkled masking are not considered defective, as this can be caused by any number of reasons. The masking serves as a protective layer only and does not affect of the quality of the acrylic itself. As masking is treated differently from person to person, it is up to the individual to ensure the masking meets their laser cutting needs.
If there are any issues or you notice any damages upon reception contact us at sales@thecraftiff.com within 3 business days of the delivery date so that we can evaluate the issue and make it right. In your e-mail, please include your name, order number, and the following pictures:
Shipping label
Front/Back of package
Inside of package
Damaged contents
Cancel Orders
If you wish to cancel your order, please e-mail sales@thecraftiff.com with your name and order number. Please note, not all order cancelation requests are able to be honored, as our team works hard to ensure orders are shipped the same business day. We do charge a 3% fee for cancellations to account for the credit card processing fees we are not refunded on these order If your order is already fulfilled we reserve the right to charge a 10% restocking fee.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products/sheets (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items, sample chips, or mystery boxes.
Exchanges
We do not offer exchanges at this time. If you need to return an item within the 7 day return window, please contact us at sales@thecraftiff.com and we will help you arrange a return.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded (minus the shipping charges) on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@thecraftiff.com
Returned to sender (RTS)
A package that was shipped can be returned to Craftiff because of, but limited to:
- Incomplete or incorrect shipping address
- Missing unit, apartment number and/or buzzer number
- Addressee not at address (unknown, moved, or deceased)
- Mail unclaimed by recipient at post office
- Mail refused by the addressee at the time of delivery
- Mail refused by the addressee after delivery (when permitted by the carrier)
If this happens the customer will be responsible for paying the return fees Craftiff Limited incurred due to the oversights that occurred with any of the reasons mentioned above. Craftiff Limited reserves the right to cancel RTS orders at any time and deduct return-postage fees from the order total before the refund is issued. Any customers who wish for the returned package to be shipped again will have to pay for a new shipping label, regardless if their original order qualified for free shipping. Craftiff Limited is not responsible for any prolonged shipping times caused by the package being returned and resent.
If you would rather cancel the order and place a new one instead of waiting for the returned package to be shipped again, please contact us at sales@thecraftiff.com so we can assess the situation and guide you on the best course of action going forward. Cancelled orders initiated by the customer will still be subjected to the return-postage fee being deducted from the order total.
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