For customers within the continental United States, we ship orders of available stock within 3-4 business days of order placement. If you require expedited shipping please email us immediately upon placing your order at service (at) dwaal-design (d0t) com with your order number and time frame, and we will do our best to accommodate your request. We do not ship on weekends and federal holidays; all orders placed during these times will be received within the following 2 business days. Please note that our available UPS services do not include Saturday delivery.
To reserve out-of-stock or pre-order items, Dwaal requires payment in full. While we will provide an expected fulfillment date upon your order, given that we are working with a network of independent fabricators and crafts-people to produce our products, these fulfillment dates can occasionally change. Customers will be informed of any significant changes to the delivery timeline via email.
All shipping rates provided prior to checkout are based on delivery to the continental United States via UPS Ground, USPS, or FedEx Ground. We currently ship internationally only on a case-by-case basis. If you are a customer outside of the United States, or in Alaska or Hawaii, please send an email to service (at) dwaal-design (d0t) com with your location and desired item(s), and we will do our best to accommodate your request.
If, for any reason, you are not happy with your purchase, you may return the item(s) postmarked within 10 calendar days of receipt for a credit, less the shipping charges (we do not charge a restocking fee). Returns require prior authorization (in the form of a RA# number) which can be requested by e-mailing service (at) dwaal-design (d0t) com and items must be received by us within 14 calendar days from when we issue the RA# or you will not receive any credit for your return. Dwaal does not offer refunds.
The product must be uninstalled and in its original packaging. Any discounts applied to your original order may be deducted from your return credit, with a minimum deduction of $25. Please be sure to ship your item by insured, traceable mail. This service is offered by UPS, USPS, and other carriers. We highly recommend you insure your parcel and adequately protect it during shipment. The customer is responsible for damaged or lost products during return shipment.
Please return items in original condition, with any tags or supplementary materials included. If your returned item(s) arrives damaged or used, we will not be able to give you a credit, so please be sure to re-pack your return item(s) carefully. Please allow 2 weeks from the time you mail your order for your return to be processed. We will notify you via email once your return has been processed.
What is the lead time for your products?
This depends greatly on the product, as many items are not kept in stock and all items are made by a network of independent fabricators and crafts-people. Please email service (at) dwaal-design (d0t) com with any questions and we will gladly provide lead-times for any items you are interested in.
What if the product I want is not in stock?
We will do our best to inform you of your lead time at time of order.
What if I have a specific lead time?
Please share your lead time with us and we will work with you to accommodate it. Rush orders can be accommodated for an additional fee if need be. Please inquire.
Do you customize your products?
We more-often-than-not customize our products to suit customer needs. Typically customizations incur a charge equal to 30% of the value of the standard item. Our lead time for custom orders typically adds an additional 2-4 weeks weeks.