Here at Earthbound Kiwi our customer service goal is simple: We are committed to providing our customers total satisfaction - every time — Guaranteed! Contact us at sales@earthboundkiwi.com. We will respond within one business day.
Please feel free to drop us a line to share your thoughts on our site. We welcome all comments as even a negative one gives us the opportunity to make improvements.
Shipping Information: We usually ship within 1-3 business days (orders received by 12pm Pacific time often ship the same day).
Typical transit time via the USPS Mail (once it has left our facility and has reached the postal system):
With in the US (48 States): Economy and First Class (4-7 days), Priority (2-3 days). Express (2 days). Delivery times are based on information from the US Postal Service and past experience. These are good faith estimates are not a guarantee.
International (Outside the USA):
Typical transit time via First Class (economy) US Airmail is 10 Business days, but on occasion can take up to 45 days. Once the item leaves our facility, we have no control over how long it takes to get to its destination. Postal systems all over the world are affected during the Christmas season. Please allow plenty of extra time. It is better to choose the Priority Mail or Express Mail option during this time; which is usually from early to mid-November up until Christmas.
PLEASE understand that once a parcel leaves our facility we have no control over how long it takes to arrive at its destination. INTERNATIONAL BUYERS: if your item has not arrived within 45 days of your receiving an email that the item has shipped, please let us know. We have a limited amount of time to file an insurance claim and, if we wait too long, the insurance company will not pay out. DOMESTIC BUYERS: please notify us if you have not received your item within three weeks; for the same above mentioned reason.
PLEASE NOTE: Priority and Express mail are typically faster shipping options, Express being the quickest, however neither are a guaranteed service. We are not responsible for delays that take longer than the expected amount of time (typically 4-10 days, depending on the chosen option and the receiving country). All time lines are estimates based on information from the US Postal Service.
FED EX OVERNIGHT OPTION: orders that arrive before 1:00pm Pacific Time will ship the same day when this option is chosen (otherwise it will ship the next business day). We do ship Fed Ex overnight packages out on Fridays, but do not expect Fed Ex to deliver the item until the following Monday. FedEx does offer Saturday delivery to some addresses, but this will incur an extra shipping cost.
Customers outside the USA--PLEASE BE AWARE--items may be subject to the receiving country's import duties (GST/VAT) etc. Please consult you local Customs/Post Office for further Information.
NOTE: Earthboundkiwi is not responsible for additional customs duty or GST/VAT charges. Items refused and returned to us due to refusal to pay applicable custom's duty, gst/vat, will incur a restocking fee. Please know your country's importation rules.
Please email us at sales@earthboundkiwi.com if you have any questions or for additional shipping information.
REFUNDS, RETURNS AND CANCELLATIONS
CANCELLATIONS:
We reserve the right to cancel and order that to us seems suspicious. We will make every effort (via email) to contact the customer to clear up any questions before the order is cancelled. On the rare occasion that an item is not available, we will attempt to contact the customer, via email, to offer an alternative product. If we have no response within 48 hours, the order will be cancelled without prejudice.
Earthbound Kiwi offers the following Return Policy:
We Offer a 30 (60 Days outside of the USA) day money back satisfaction guarantee: All items must be in their original/new condition and must include original packaging (including the card). Original Shipping & Handling fees will not be refunded. RETURNS AFTER THE TIME ALLOWED (30 days domestic/60 days international) are subject to our approval. If a return is approved after the allowed time, an in store credit will be issued in lieu of a refund.
DAMAGED ITEMS: Please inspect the item(s) upon receipt; items received damaged, or with a noticeable defect, must be reported within 7 days after the item has been delivered (certain events may qualify for a waiver of this time requirement). We may ask for a photo of the item (to verify its condition) or for its return before a replacement is sent out. If we request the item to be returned, and it is done so within the 30day/60day internatinal requirement, and it is deemed to have been defective, we will cover the cost of shipping the item back to us (up to $3.95 domestic, $16.95 USD international). We reserve the right to either send a prepaid return label (for domestic purchases) or to refund the return shipping cost incurred by the customer. RETURNED ITEMS MUST HAVE THE ORIGINAL PACKAGING (INCLUDING THE CARD). If the customer wants a replacement item different from the one being returned and it is of a lesser value, no return shipping costs incurred by the buyer will be refunded. Typically, the replacement item is sent out to the customer free of any shipping/handling charges via standard first class USPS mail.
DEFECTIVE ITEMS: if you have a problem with your item, due to a previously unseen defect and not due to normal wear and tear or abuse of the item, and it has been longer than 30 days, we will still do what we can to make things right. We reserve the right to either repair the item, or to offer to replace it; this depends on the length of time since the original purchase date. If the customer does not want the item to be repaired, and requests an item different from the item originally purchased, the returned defective item must be in an otherwise new and unworn condition; it must also have the original packaging (including the card). If the requested replacement item(s) total is a lesser value than the original item, the customer will be responsible for the cost of shipping/handling for the replacement item(s) (not to exceed our standard shipping/handling fee of $3.95).
Customer must obtain RA # before shipping item back to us. All returns other than defective items may be subject to a restocking fee of 20%. Items marked Clearance, Custom/ made-to-order items (such as Birth Stone & Personalized Designs) are non-returnable. Please inspect items upon delivery for any damages that may have occurred during delivery.
Returned items shipped with free shipping are subject to a return fee to cover original shipping and handling costs.
The customer is responsible for shipping costs to return items that are returned for reasons other than the item being defective or broken. WE RESERVE THE RIGHT TO REFUSE ITEMS RETURNED WITH POSTAGE DUE. If we accept the postage due item, we reserve the right to recover the cost to us out of monies to be refunded or credited to the customer.
Please ship items to the below address. The RA# should be written on the outside the package, or on an enclosed note.
Restocking Fee:
Returns (other than defective items) maybe subject to a restocking fee of up to 20% of the order value.
Earthbound Kiwi Returns
c/o P.O. Box 712
Sutherlin OR 97479
U.S.A
Please Note: all our Bone Carvings come from renewable resources and are produced either from beef bone or, in some cases, water buffalo horn or bone. We do not condone, nor do we take part, in the trade of Ivory or of any endangered wildlife species; and we support the efforts of organizations that protect and preserve endangered, and or otherwise threatened, animals.
Please be aware that the majority of white bone carvings have been polished and sealed to a high Gloss. This protects the piece before it has been worn. Over time bone pieces will typically take on the natural skin oils of the wearer which will create an aged or broken-in appearance.