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Shipping & returns

SHIPPING:

Whenever possible, your order will be shipped within one day from when it is fully processed.  If the order does not make the cut-off for the day, then it will be shipped the next day.  You have the choice of shipping an order using the shipper, transit speed and rates offered during checkout.  

If you choose the standard economy ground shipping option, your order will be sent either FedEx Home Delivery, FedEx Parcel via the USPS, or directly with the USPS.  The transit time on the standard economy ground shipping is variable based on the distance from the warehouse and the priority that the shipper places on their economy shipping methods.

RETURNS/REFUNDS/EXCHANGES:

For refund requests, merchandise must be returned within 14 days for a "No Questions Asked" full refund.  Please request a Returned Merchandise Authorization (RMA) using our contact form, and we will send you the information needed for your return.  Your refund will be applied to the original payment method as soon as the return package is received, inspected and processed - usually within 3 business days.

IMPORTANT: Returns cannot be accepted after 14 days without a restocking fee. The restocking fee is dependent on the product and the amount of time that has passed since your order was processed.  So that you can make the best decision on how to handle a return after the 14 day period, the RMA process will advise you of the restocking fee before you commit to the return.

When you receive your RMA, ensure to pack your product in its original shipping material, or you can use equally protective shipping material of your own, or from your preferred shipper - such as a shipping box from FedEx, UPS or the USPS.

Please include your receipt inside the box and clearly mark the RMA# on the outside of the box so that we can process your return quickly. Insure the shippment for the full value and use the shipper's tracking service.  This way, the return is properly protected and can be recovered if the shipper loses the package.  Returns lost in return shipping cannot be refunded.

The return label should include:

Owl And Gopher Return Center
RMA# [place your RMA number here]
26960 W Lakeview Dr S
Lake Barrington, IL 60084

ORDER CANCELLATION:

Since Owl And Gopher generally ships your order the same day it is fully processed, if you need to cancel an order it needs be done prior to shipping.  While you can use the contact form to request an order cancellation, it is better to call us toll-free at 844-437-3699 and provide the order number and information about the product(s) to ensure the best attempt to cancel an order.  If we are unable to cancel an order, or a portion of an order, you will need to return the product(s) as described above.

OUT OF STOCK:

From time to time, and because every product you place in your cart is the exact item you will receive, an out of stock condition may be encountered if another order is completed during the exact same time you are checking out.  In this instance, we will automatically remove that item from your completed order and notifiy you of the situation.  Often, there are similar products that we may be able to recommend that are the same item, or a different item that you may be interested in instead.  If you choose to proceed with a replacement item, a new order will need to be placed.  We apologize for this inconvenience.