Shipping and Returns Policy
*PLEASE NOTE* Until further notice, to ensure the safety of our Staff and Customers, due to the COVID-19 pandemic we are currently not accepting returns or exchanges. We are still operating as normal with orders shipping in 5-10 business days (Monday-Friday). Please be advised that orders are processed the next business day (Monday-Friday).
RETURNS & EXCHANGES:
At this time, ALL SALES ARE FINAL! Due to the COVID 19 Pandemic we are unable to accept returns and exchanges for the safety of both our Staff and Customers. We strongly encourage using discretion at the time of purchase. If for some reason the incorrect item was sent OR there is an issue with the actual item, please email: email@example.com to discuss rectifying the situation.
LEATHER GOODS: There is a 45 day warranty on all bags and small leather goods once they have been delivered. Brand Ave. is not responsible for inappropriate treatment of your product. If there are manufacturing issues, you can contact us to come up with a solution to rectifying the situation.
IS SHIPPING AFFECTED BY COVID-19?
COVID-19 is still an evolving situation. USPS and UPS transit are affected during this time and are experiencing delays beyond our control. Our shipping team is still fulfilling orders daily, Monday-Friday. We will continue to update our customers as more information becomes available.
HOW LONG IS YOUR PROCESSING TIME?
Current processing time is 5-10 Business Days. This is the time it takes for your order to be processed BEFORE it ships. Although we try to get you your order as fast as possible, please note processing times might be extended during sales or large releases.
CAN I CANCEL MY ORDER?
We cannot guarantee this if your order has already been processed. Please email us immediately with the subject line CANCEL ORDER and your order #. Once an order is cancelled, we cannot guarantee those products will be available for repurchase. There is a 15% restocking fee on all Cancelled Orders and please note that it may take 3-10 days for the credit to post to your account.
DO YOU GUARANTEE SHIPPING TIMES?
No. Brand Ave. does not guarantee shipping times.
AS AN INTERNATIONAL CUSTOMER, AM I RESPONSIBLE FOR ANY EXTRA DUTIES OR FEES?
Yes. If your package gets pulled for additional fees, duties, and/or taxes at the border, you are responsible for those charges. We do not have control over which packages get pulled for these extra costs. The purchaser acknowledges at checkout that Brand Ave. is not responsible for any additional charges such as fees, duties, and/or taxes which might be incurred.
WHEN SHOULD I EXPECT TRACKING INFORMATION FOR MY ORDER?
Tracking numbers will be provided once your order has been shipped. You will receive an email that will contain a tracking number for your package. Please allow up to 24 hours for the tracking number to become active. If for any reason you do not receive a tracking number within 10 business days, please feel free to reach us directly at firstname.lastname@example.org
MY PACKAGE SAYS "DELIVERED" BUT I HAVE NOT RECEIVED IT. WHAT DO I DO?
Unfortunately, we are not able to give any refunds or resend orders under these circumstances. First check with any family members or neighbors who may have received your package and are safely holding it for you. After a few days if your package still says delivered and you haven't received it, it could be at your local post office awaiting your pickup. You can also call 1-800-ASK-USPS with your tracking number or contact UPS if they are the confirmed shipper. They may start a postal investigation to find out what happened. Postal theft is a Federal Crime and the USPS will conduct an investigation.