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RETURN POLICY

RETURNS

Most items may be returned within 30 days of purchase date. Exclusions apply.  See exclusions posted in-store or online. Original receipt required. Product(s) must be in original selling condition, unopened, unaltered and unused. Final sale, clearance and special-order items, gift cards and shipping fees are non-refundable. ToLo Leather reserves the right to deny any return. Returns are refunded to the original form of payment.  Purchases made with cash over $50, check, or money order will be refunded to a ToLo Leather Leather gift card.

Return Policy Definitions:
Each product has a return policy detailed on its product page under disclaimers. Below is more specific information regarding the meaning of those terms. 

"Standard 30 Day Return Policy"
Items under this policy may be returned within 30 days of purchase.

  • Original receipt is required. 

  • Pre-authorization is required for all products returned by mail. 

  • Items must be in the original unopened packaging.

  • Items must not be used or altered in any way. 

  • Items ordered online, by phone, or in person may be returned to this address

8410 Washita Dr.

Austin, TX 78749

  • Customers are responsible for paying return shipping, either on their own or through the online store.

  • Any defective or damaged items must be reported immediately upon delivery after purchase.

Items under this policy include but are not limited to:

  • Actively stocked leather.

  • All Hand Tools.

  • All Supplies like paints, dyes, adhesives, etc.

  • Hardware in standard quantity packs of less than 500.

"Not Returnable"
Items under this policy are not eligible for returns, all sales are final. Shipping fees related to special order items are not refundable.
Items under this policy include but are not limited to:

  • Gift Cards

  • Digital Items

  • Final Sale Items

  • Personalized Items 

  • Custom Design Items

Return procedure:
Contact us on the site through the Contact form to initiate a return for items ordered online. A Return Merchandise Authorization (RMA) is required for all online order returns.  If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. Return Shipping is at the customer’s expense. Order shipping fees are not refundable.

Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed and refunded to the original form of payment. Return processing time is 5-7 business days upon receipt.

Refunds for purchases made by credit card will be refunded to the credit card used in the original transaction. Once the refund is processed, it can take 5-7 days for your bank to release the funds. In the event we are unable to process the refund to the original credit card, the refund will be issued to a ToLo Leather Leather gift card.

Refunds for purchases paid for with a gift card or pre-paid credit card will be issued to a ToLo Leather Leather gift card. Refunds for purchases paid for in cash, valued at less than $50, will be refunded with ToLo Leather Leather gift card. Any returns for purchases paid for with cash totaling more than $50, any money order, or any check will be refunded in the form of a ToLo Leather Leather gift card.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a ToLo Leather Leather gift card for the value of your return. Once the returned item is received, a gift card will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and the gift giver will find out about your return.

Filing a Claim for Non-Receipt
If your tracking details show the package was delivered and you cannot locate it, we recommend waiting 48 hours following delivery confirmation as some tracking sites may display a delivered status prior to their arrival at the destination.  ToLo Leather utilizes both UPS, Fedex, and USPS for delivery.  UPS now offers UPS Proof of Delivery which allows you to access a picture of the delivery site.  Check your tracking for more information.
 

If it has been more than 48 hours, please do the following:

  • Look for a notice of attempted delivery left by the carrier.

  • Look around the delivery location for your package (On the porch, by your garage etc.)

  • See if someone else in your household or a neighbor accepted the delivery.

  • Verify the shipping address used by the carrier and on your order was correct.

If your package has not shown up within 3 business days of being marked delivered, please contact the appropriate delivery carrier to file a claim, once a claim has been started with the carrier contact our Customer Service Team below for next steps.

Please note that you have 10 days from the time the package is marked Delivered to contact us and open a claim or ToLo Leather may not be responsible to replace the order. After a claim is opened, it could take several weeks for an investigation to be finalized and a decision to be made.

ToLo Leather is not responsible for replacing or providing a refund if the address given on the order is incorrect and that is where the package was delivered. Replacing the order will be at the customer’s expense.

Missing or Damaged Items
If your package arrives and there is product damaged during transit or an item was incorrect or missing, contact us immediately to get the issue corrected.
You will need to provide the following items to open a claim for damaged goods:

  • Pictures of the damaged package and ALL damaged product to be included in the claim.

  • Order number

  • Items and quantity that were damaged.

You will need to provide the following items to open a claim for incorrect or missing items:

  • Order number

  • Items missing

  • Items that were incorrect if applicable

Please note that you have 10 days from the time the package is marked Delivered to contact us and open a claim to get this resolved. ToLo Leather is not responsible for replacing missing or damaged items if a claim is not filed within this 10-day timeframe.

​​RETURN & EXCHANGE POLICY​

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