FAQ
Frequently Asked Questions
Shipping
Q: How long before my order ships?
A: Orders take 3–5 business days to process before shipping.
Q: How long does shipping take once my order ships?
A: US: First Class 2–5 days, USPS Priority 1–3 days, Express 1–2 days.
International: First Class International 7–21 days, Priority International 6–10 business days, International Express 3–5 business days to most locations.
Q: I need my order by a specific date - can you help?
A: Yes, please contact us with your timeframe and we'll do our best to accommodate it.
Q: Do you ship internationally?
A: Yes. Delivery times vary by shipping method - see international shipping times above. Note that First Class International has limited or no tracking; upgrade to Priority International for better tracking and insurance.
Q: How can I track my order?
A: A tracking number is emailed once your order ships. Note: First Class International shipping has limited tracking availability.
Q: Are shipping times affected during the holidays?
A: Yes, November through December is our busiest season. We'll do our best to accommodate your timeline, but please allow extra time during this period.
Returns & Refunds
Q: What is your return policy?
A: We offer hassle-free returns and exchanges within 30 days of receiving your order.
Q: Can I return a personalized or custom item?
A: Custom and personalized pieces are made specifically for you and typically aren't eligible for return. If something about your order isn't right, reach out to us — we stand behind our craftsmanship and will make it right.
Q: Who pays for return shipping?
A: Return shipping costs are the customer's responsibility unless the item arrives damaged or defective. Original shipping charges are non-refundable.
Q: How should I ship my return?
A: We recommend using a trackable, insured shipping method to ensure your return arrives safely.
Q: Do you offer a warranty?
A: Yes - all our goods are backed by an unconditional, lifetime warranty. If your item ever becomes damaged or defective, we'll repair or replace it at no charge.
Q: What if my order ships late?
A: We guarantee on-time shipping - if we don't ship your order within our stated processing time, your personalization is free.
Q: What if I receive a damaged or defective item?
A: Contact us right away — damaged or defective items are covered under our return policy (no return shipping cost to you) and our lifetime warranty for repair or replacement.
Products
Q: How does personalization work?
A: Select your text option on the product page and enter your desired characters at checkout - items are hand-stamped to order.
Q: How should I care for my leather product?
A: Avoid getting water on your leather goods. Wipe clean when needed, and gently rub small marks to lessen their appearance over time.
Q: Is the leather waterproof?
A: No - please avoid water exposure. Wipe clean and gently buff out small marks as needed.
Contact
Q: How can I contact Ox & Pine?
A: Email us at contact@oxandpine.com — we're happy to help with any questions about our handmade leather goods and gifts.