Ketchikan Alaska Hillshade 18x24

Lost Shipments:

While it’s very uncommon, there is always a possibility that your package could be delayed or lost in the mail.  We provide tracking with all our shipments so you will have full visibility from the moment it leaves our shop until it arrives on your doorstep.  If a package is lost in the mail, we would be happy to replace it if the delay is longer than 3 weeks from the shipping date (4 weeks around the holidays).  Don’t hesitate to contact us with question about your order!  Please note that we are not able to refund orders that don't arrive by a target date or the estimated arrival date. 

Shipping Damage:
All our products are carefully hand packaged to prevent shipping damage.  But sometimes, shipping accidents do occur.  We would be happy to offer either a full refund or a replacement item with photos of shipping damage to the packaging and contents (required to file a shipping claim).

Incorrect Shipping Information:

If the order is returned to us because incorrect shipping information was provided with the order (bad address, old address, missing apartment number, or incomplete address) we would be happy to re-ship the order to you for a flat shipping fee at the current postal rates (typically around 5$ for ornaments and more for larger packages).  We are not able to provide refunds for orders that have incorrect shipping information and are not returned to us.

Custom Product Exceptions / non-returnable items

We are not able to accept returns for custom products since these are made to order and personalized for each customer.  However, if there is a mistake or any defect issue with your order, please reach out and we will gladly make it right.

Non-Custom Products

We have a 14-day return policy for non-custom items only, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging.  To start a return, you can contact us at sales@frontierdesignsak.com. Please note that returns will need to be sent back to our shop in WASILLA AK 99654.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.  You can always contact us for any return question at sales@frontierdesignsak.com. 

Damage and Product Defects

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@frontierdesignsak.com.