RETURNS & SHIPPING INFORMATION
We hope that you love your items when they are delivered.
If you are not completely satisfied with your purchase, please contact us to return or exchange your item(s) within 30 days of the delivery date, with proof of purchase. Note that returns or exchanges are not accepted for special orders, items that have been installed, or are no longer in their original packaging, wallpaper, perishable items, wallpaper samples, rug samples and other items as designated on the product pages as final sale. Other exclusions may apply. Contact us for details.
TRACKING INFORMATION FOR OVERSIZED AND FREIGHT DELIVERIES
Please note, tracking information for freight deliveries may not show movement as soon as it is provided. Until it is scanned, the shipper is not going to have a record of your order. Once it is scanned your tracking will reflect when it was picked up, scanned, and typically will show estimated transit information. From there, shipments will start transit to the local terminal closest to you and the tracking will reflect that movement. Once it arrives locally, the shipper will give you a call to schedule the delivery with you at your convenience.
All returns & exchanges must be post-marked within 30-days of the initial delivery date without exception.
A 10% return fee will be deducted from the credit and it is the customer's responsibility to pay for shipping the item(s) back to Native Citizen or one of our affiliates. For returns of rugs, lighting, furniture and planters the cost of the return shipment plus a 10% return fee will be deducted from the return credit.
Upon return, your item will be inspected and exchanges, credits or refunds will be issued to the original method of payment. Any taxes charged will be refunded in accordance with applicable laws. Delivery fees are non-refundable with the exception of manufacturer defects or transit damage. Native Citizen reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.
RETURNING ORDERS FROM OUTSIDE THE 48 US CONTIGUOUS STATES
International orders and orders shipped to Hawaii or Alaska cannot be returned.
PREPARING YOUR RETURN
Native Citizen reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage in return transit, installation or misuse by the client. All items must be shipped back securely within their original, protective outer packaging/parcel, and internal protective material, or items must be repackaged with adequate, protective material and an outer box/parcel without exception. Damaged and unpackaged returns will not be accepted.
DAMAGED OR DEFECTIVE ITEMS
If your orders is delivered via Freight or LTL Truck Carrier, customers agree to inspect goods before accepting delivery. If any item arrives damaged or is defective, customers must reject the delivery and notify client services within 48 hours. If your item is being delivered with an oversize or white glove carrier, please thoroughly inspect your item before signing for the delivery. Damages or defects or missing items must be noted on the receipt with the carrier. If the receipt from the carrier is signed and issues are not notated, Native Citizen is not responsible for any defects or damages found after delivery is completed.
If UPS, USPS or FEDEX deliveries arrive with evidence of damage, customers must notify client services within 3 business days of original delivery date.
Images of any damaged and/or defective items are required to be sent via email before return authorizations can be issued.
If you have received item(s) that are incorrect and not as indicated on your purchase receipt, please notify client services team within 3 days to initiate a replacement request.
Any notifications or damage claims initiated outside of the above-referenced time frames will not be honored. We cannot process a claim or issue a return on lighting, rugs or any items that have been installed.
LOST PARCELS
In the event that the package is not received or lost in transit, but shows delivered to the shipping address associated with the order, Native Citizen will not be liable for non-receipt of goods or replacement of goods. Native Citizen will assist in filing a trace and claim with the respective carrier to assist client in locating lost parcels.
Parcels that are unclaimed or refused will be subject to applicable return and re-stocking fees and will not be considered cancelled.
OVERSIZED ITEMS
Please ensure to measure properly prior to placing any orders. If you have any questions regarding the product’s size and delivery methods or carriers, please email orders@nativecitizen.com. Orders that are cancelled or refused at delivery due to sizing issues are considered a return.
