Shipping Policy – Oak Lane Studio

Shipping Policy

Order Processing

Our normal business hours are Monday-Friday, 8:00 a.m. - 7:00 p.m. E.S.T. (with the exception of holidays).
We know that you want your stencils quickly and in general we ship orders within 3 business days of receipt, and our results show that this is the case 95% of the time.  

This is not a guarantee and if you have an order that needs to get out by a certain day please let us know. If it has to get out in less than 1.5 days, we may charge an expedite fee to cover the incremental costs we have to get the order out. 

Aerosol Spray products:  Due to Hazmat rules our spray products cannot be shipped outside of the Continental US.  They also in some cases will generate a special handling fee,   

Shipping Options

We primarily will use USPS as this is by far the least expensive shipping approach.

 $0-$19.99  Standard shipping $0-$19.99 Usually first Class Postage Up to 3 business days of handling time, and 3-8 days shipment time depending upon location.
$20-$29.99 Standard shipping $20-$29.99 Up to 3 business days of handling time, and 3-8 days shipment time depending upon location.
$30-$39.99 Standard shipping $30-$39.99 Up to 3 business days of handling time, and 3-8 days shipment time depending upon location.
$40-$49.99 Standard shipping $40-$49.99 Up to 3 business days of handling time, and 3-8 days shipment time depending upon location.
$50 + Free shipping over $50 Up to 3 business days of handling time, and 3-8 days shipment time depending upon location.

Rarely we have a combination of product and shipping location that causes us to incur a larger than normal shipping fee. In this case we reserve the right to offer the customer a choice of accepting a greater shipping fee or to cancel the order.  

Normal shipping times are 3-5 business days in the Continental US. You will receive an email with a tracking number once your package is shipped.

If you want expedited shipping or prefer a specific carrier, please call us at 800-334-1776.  We will work with you to get the package to you on time and at as reasonable price that we can get.

For international shipping we will normally use USPS.  Again this is the least expensive service.  At this point the customer will be required to pay any duty and local sales taxes.  Given the range of our products we reserve the right to adjust shipping charges once we have the orders packaged.  If there is an increase we will notify the customer and gain approval prior to shipment.   For reasons that we do not understand some addresses do not go in automatically if you are international and want to order and have issues please email us.  Julia Usher cannot help with this so please contact us.  

For those who prefer the surety and do not mind the extra expense we do ship internationally with Fed Ex.  Please call or email us.

If you have any questions, or need expedited shipping, please contact customer service at 1-800-334-1776.
REFUND POLICY


Please inspect your package immediately upon receipt. For all returns, you must call 800-334-1776 to receive a Return Merchandise Authorization number. All returns must be clearly marked with the RMA Number and returned in their original packaging within 7 business days of receiving your Return Merchandise Authorization number. Returns of any kind without a RMA number and not received within 7 business days will not be accepted. Credit/refunds will be processed as quickly as possible after we have received returned merchandise; you will receive an email receipt of your credit/refund.

All returns of unopened (stocked*) products must be returned within 30 days of the order date and are subject to a 15% restocking and processing charge. Please DO NOT refuse your shipment. if you refuse your shipment, then you will be charged a return shipping fee in addition to the 15% restocking fee. 
EXCLUSIONS: Used, custom, resized, non-returnable, production and closeout merchandise are not eligible for return. Shipping charges are non-refundable.

DAMAGED MERCHANDISE: If your stencil is damaged you must call us for instructions immediately at 800-334-1776. Do not throw away any of your packaging or merchandise.

* If your stencil was custom cut, re-sized, or if it is a production stencil, there are no refunds. As soon as you place your custom order, our design team starts working on your custom stencil. Therefore, there are no returns on custom cut stencils.

Please reference your name and sales receipt number so we can issue a refund to your account.
If you will be returning your order, we kindly ask that you follow these simple instructions: 

Call 800-334-1776 to let us know you will be returning merchandise (within 30 days of purchase). Please, have your sales receipt number available.

All merchandise must be returned in the same shipping carton or one of equal size (We do not refund for shipping).
Include a copy of your sales receipt with a notation of your RMA number inside of the package.
Ship the return with a method that can provide you with a proof of delivery.
Be sure not to fold, or crush stencils. If the stencils are returned damaged we may not be able to issue a refund. 
Used, custom, resized, non-returnable, production and closeout merchandise are not eligible for return. Shipping charges are non-refundable.
Shipping returns must be shipped to the following address:
Oak Lane Studio
Attn: Returns
7 Center Road West
Old Saybrook, CT 06475