Shipping & Returns
** Due to the effects of Covid-19, shipping & delivery may be delayed. **
PLEASE READ EACH LISTING IN ITS ENTIRETY PRIOR TO PURCHASE ...
We do our absolute best to provide you with as much information & detail for each design, though if you still have questions, drop us a note, we're more than happy to help.
Please also read through our Policies + FAQ pages prior to making a purchase.
* SHIPPING TIMES : : In stock orders will be shipped within 1-3 business days of payment receipt. Photography Prints are printed by a professional lab and can take up to 1-3 weeks for delivery. Shipping times for Custom orders/work will be discussed and confirmed with the customer prior to purchase. Note, many Custom orders can take up to 2-3 weeks to complete depending upon intricacy and materials involved, delivery can add an additional 1-2 weeks to the overall timeframe - though these times are not always the case.
If you need to amend your shipping address or information, please do so within a timely manner. We often ship within 24 hours of order placement - sometimes sooner than that! Once your order has shipped, you will receive an email confirming shipment.
Cloven is not responsible for items once shipped, Domestic or International. We do not have any control over the postal/delivery service and/or any delays on behalf of the postal/delivery service. If there is a delay in your shipment, we advise you to reach out to the appropriate delivery service with your tracking information, regarding delivery status of your order.
* DOMESTIC SHIPPING : : U.S. orders are shipped using First Class Mail, unless the package weighs more than 13 ounces and in that case Priority Mail will be used. Delivery *can* take anywhere between 3 days to 2 weeks depending on shipping/postal conditions, delays, etc.
* INTERNATIONAL SHIPPING : : Packages shipping outside the U.S. will ship via USPS First Class International, when possible, unless otherwise requested by the buyer. If you have any questions regarding shipping and/or shipping cost, please contact us. Delivery *can* take anywhere between 1-4 weeks depending on shipping/postal conditions, delays, etc.
* SHIPPING CHARGES : : If you have any questions or concerns as to shipping charges/fees, please contact us prior to purchase. It will make for a smoother, speedier transaction for all.
* SHIPPING UPGRADES : : Priority, Express, Overnight & Insured shipments are available upon request for an additional charge. Just contact us ahead of time and we can add any additional costs to your invoice or post a separate listing for any additional shipping costs. Items will not ship until all invoices/listings have been paid in full.
* POST-SHIPMENT | CUSTOMS : : Cloven is not responsible for items once shipped, Domestic or International. We do not have any control over Customs and/or any possible delays due to Customs. We label our packages appropriately and will not provide misinformation on any shipment. Buyers are responsible for any customs and import taxes that may apply.
Thank you for your understanding.
* RETURN/REFUND POLICY : :
** Deposits and/or payments made for any Custom work {this includes adjustments} are non-refundable **
Returns
Our policy lasts within 14 days of delivery. If 14 days have gone by since your purchase was delivered, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then any refunds will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
There are certain situations where partial or no refunds are granted (if applicable)...
*Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
*Any item that is returned more than 30 days after delivery.
*Any item the customer is dissatisfied with due ONLY to shipping times/costs or unfamiliarity with our Shop & Shipping Policies. It is the responsibility of the customer to familiarize themselves with said Policies & Terms of Service prior to purchase.
Original shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at cloven13@gmail.com.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Return Shipping
You will be responsible for paying for your own shipping costs for returning your item. These costs will not be refunded.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
* RETURN ADDRESS : : Please send your pre-approved returns to the following address … M. Malone, 20 Wall Street, Coventry CT 06238, USA
* CANCELLATION POLICY : : We are a small, independent handmade business. Every piece, every step - from design to photography to presentation - is thoughtfully and wholeheartedly crafted with the utmost time and care.
Because of this time & expense, we do not accept cancellations.
We ask that you be completely assured of your order before placing it. If you have any questions at all, we urge you to contact us prior to completing your order.