Shipping + Returns

How will we ship your order?

We will ship your order within 2-3 business days via USPS. It takes about 3-5 days for US addresses, and about 7-10 days for overseas addresses. For international shipments, we cannot take charge of the customs fees – so they are not included in our shipping charges. You would be responsible for paying them in your home country. Products listed as Pre Order will ship in the allotted time listed on their page description. We will send you a shipment confirmation and tracking as soon as they ship. Any additional items ordered with a pre-order item will ship out normally, within 3-4 days.

 

What is your guarantee / return policy?

We want you to fall in love with your Craftspring products. If for some reason you are not delighted – please let us know within 30 days of receiving your package. You can send it back to us for a full refund. Please reach us at online@craftspring.com.

 

My package was marked as delivered, lost or stolen.

If your shipment is lost or stolen, we will do everything possible to assist you. However, we are not responsible for missing packages if the shipper can verify delivery. If the tracking information indicates that your order was delivered, check everywhere--occasionally carriers leave deliveries with neighbors, building managers, or places such as your porch, garage, or even behind bushes. If you are concerned with your package being delivered, Craftspring offers 2-day priority USPS shipping at an additional cost, which includes USPS insurance up to $100. Please check your order, if Route Package Protection was included, please file a claim with Route.

 

How Can I Protect My Package from Loss, Damage or Theft?

Craftspring is proud to partner with Route, the leader in package protection insurance. By selecting Route+ at checkout, your order will be protected from damage or theft.

Once a checkout is complete and an order has been placed, Route Protection Insurance is non-refundable.

In the unfortunate case that your order never arrives or is damaged upon arrival, you can easily file a claim with Route and receive a replacement or refund. With an increase in reports of package theft, we strongly recommend that you choose Route+ package protection at checkout, especially if you live in an area where porch piracy is a problem.

Filing a Claim with Route

  • If your tracking number shows that your package was delivered, but you have not received it, you must allow 5 days after the delivery date before filing a claim for loss, and no later than 15 days.
  • Claims for packages presumed to be lost in transit (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.

 

Oh No! Did Craftspring make a mistake?

We do our very best to avoid errors, but sometimes mistakes do happen. If you receive an incorrect order or a package that is not yours, please contact us Monday through Friday between 9 a.m. to 5 p.m. Eastern Time, so that we can help to resolve the problem. Call Customer Service at (929) 250-2080 or email us at online@craftspring.com.

 

How do I arrange a return?

Get in touch with us at online@craftspring.com. Box up your item and enclose a copy of your sales receipt and a small note explaining how or why the item did not delight and send them with a trackable carrier such as UPS, Fedex or Priority Mail to our office at: Craftspring, 287 Third Ave. Brooklyn NY 11215

 

Who pays return shipping?

If your item arrives damaged, or you were sent the incorrect item, please contact us at 1-929-250-2080 as soon as possible to report the problem or send us an email (online@craftspring.com) Craftspring will provide further instructions and cover the cost of return shipping. Except in the case of damaged or defective merchandise, you are responsible for the cost of return shipping.

 

FAQs

My order is a gift. Can I make it special?

Giving a gift is never a small act - we believe it is a magical moment. Each of our ornaments, garlands and tree toppers comes in a colorful organza bag with satin ribbon tie. Each shipment box also comes with a Craftspring postcard. If you would like, please give us instructions in the comments section – and we can also hand-write a gift note and include it with the gift and leave out the receipt/pricing.

At checkout we offer an $8 gift wrapping option to wrap all the items in your cart together in one beautiful wrapped gift and tied with ribbon. Upon checkout, you are able to leave us a note if one of the items should not be included in the gift wrap.

 

How do I use a Promotional Code?

You may enter your code in the Checkout Page in the box that appears above your subtotal. Only one promotional code may be used per order. Please note that if a Promotional Code causes your subtotal to drop below $75, your order will no longer qualify for free standard shipping.

 

How do I use a Gift Card Code?

Gift Card codes are entered in the same field as Discount Codes on the Checkout Page. A Gift Card may be used in addition to a promotional code. The value of any unused balance on your Gift Card will be stored in our system, and the same code may be entered at a later date to redeem the remainder of your Gift Card.

 

I missed a sale! Can I have the discount code applied retroactively?

Unfortunately, we cannot apply discounts to orders that have been placed before the start of a sale. One-day or multi-day sale prices cannot be applied retroactively to prior purchases.

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