Terms and Conditions
The standard procedure is as followed for all damaged orders not received by customers:
In the case of damage caused during transit, strawsshop.com is unable to immediately replace the damaged merchandise upon customer’s notification. strawsshop.com will submit a claim to Carrier (FedEx or Tracking Co.); once Carrier confirms the damage is caused by the mishandling of Carrier, a credit may be posted to your account within 5 to 7 business days after verification.
If replacement must be expedited, you may place a new order. Once Carrier honors the damaged claim, a refund will be rerouted to your account.
For any missing shipments, a claim must be filed within 72 hours of receipt. An investigation will be conducted to determine its cause and missing merchandize may be replaced after all details are reviewed.
You may return damaged or defective merchandise within 10 days of the original purchase date for a refund minus shipping charges and 20% restocking fee. We will also be glad to exchange the damaged merchandise for anything on our site of equal or lesser value. We will only issue a refund to the credit card used at the time of checkout. To initiate a refund or exchange please call us directly at (407)-881-5262.