What is your return policy?
All blank items, with the exception of custom printed products, can be returned within 30 days of receipt, so long as they are unused/unwashed and in the original packaging. A return credit will be issued to the original payment method upon receipt and inspection of the product(s). Shipping charges paid at the time of checkout will not be credited along with the return. Any applicable restocking fee will be deducted from the amount due. Customers are responsible for the cost of return shipping. This includes any brokerage fees, duties, and taxes for international returns. Partial returns are not accepted. Mary's Kitchen Towels doesn't offer partial refunds.
Custom made products (customized/printed on your request when you ordered) are not eligible for a refund.
As part of Mary's Kitchen Towels COVID-19 response, beginning on April 27, 2020 we temporarily paused processing returns on opened and partial products. This pause allowed our stores time to prepare and modify operations to accept returns in ways that help to protect customers and associates.
Steps to returning my product:
Follow these simple steps to return your products to Floursacktowels.com:
1- Email Us – Send us an email which includes your first and last name, the invoice number, a daytime phone number, a contact email address and the reason for your return.
2- RMA Number - Once we receive your return request, we will send you a reply with return instructions and an RMA number.
3- Repack – When you receive your RMA number, package your items in their original packaging with a copy of the original invoice. The package will need to be returned within 5 days of receiving the RMA number. Packages should be returned by USPS, UPS, FedEx or any other courier that can issue a tracking number. Keep your tracking number on record. You will need to clearly mark the RMA number on all sides of the package. We cannot accept product returns on packages that do not clearly indicate the RMA number.
4- Inspection – Once we receive your return, we will inspect the items and process a refund. Refunds will be automatically applied to the credit card or original payment method that you used to place the order within 7 days. It will depend upon your credit card company, as to how fast the credit is applied. It could take an additional 2 to 4 business days before you see this credit posted to your account.
The cost of the merchandise, as well as the applicable sales tax will be refunded to you. The cost of shipping will not be refunded, nor will returned shipping be refunded.
5- There will be NO restocking fee on returns under $500**. We will refund the cost of your merchandise and applicable sales tax. Unfortunately, we cannot refund the original shipping cost that we paid to the carrier to ship the products to you and we do not provide the cost of return shipping. Returns over $500 may be subject to a 20% restocking fee plus applicable shipping charges.
6- If the address is incorrect, outdated or the package is refused at the delivery, the parcel will typically be returned to us by the carrier or the unintended recipient. In this case, the original return shipping and fulfillment fee (minimum $9.95) will be deducted from the refundable amount.
*Printed merchandise can't be returned. We are unable to accept returns, cancellations or exchanges on personalized products. You can always cancel your order and get a full refund before we start printing it.
**Over/Under Runs for screen printing service: All screen and digital printing orders can have up to 3% under run. Some products could be damaged, or not have printed properly. Because of this, we cannot guarantee you will receive 100% of the products in your order. We recommend ordering a few extras to accommodate this. If there is over 2% in spoilage, we will refund or credit you for the difference. However, we will not reprint unless there is over 10% in spoilage, and we have a space in our print schedule.
***100% color matching for full-color processes not guaranteed.
Claims & Reprints
We go to great lengths to try to ensure that every order that leaves our facility is correct. All of our customers are valued customers, regardless of size, and we want you all to know that. Any order printed differently than the mock-up approved will be granted a reprint of the defective product. All claims must be submitted within 72 hours of date of delivery. If Mary's Kitchen Towels is responsible for any errors in your order, we will gladly accept responsibility for the issues and will reprint the products printed in error. We do not offer refunds, but will gladly reprint any production errors that exceed the spoilage rate.
We will require that you ship the misprinted products back to our shop (we will provide you with a UPS label and will cover shipping costs). Mary's Kitchen Towels will not be responsible for any products sold or given away prior to returning the order.
Example: If you order 50 towels and you've sold 10 but then you discover a print defect and you return only 40 towels to Mary's Kitchen Towels, we are only responsible for the reprinting of the remaining 40 towels).
All artwork must be approved via an emailed digital proofs. Proofs are used to ensure the accuracy of a print job and the order details. Mary's Kitchen Towels requires an emailed digital approval of each job’s proof. We will not be responsible for errors, misspelling, layout or otherwise in approved digital mockups and artwork.
It is the customer’s responsibility to verify that all of the information on the proof is correct. If an error is found after your order has been approved and printed, we will not be held liable for the cost associated with reprinting the order. We assume no liability for errors in designs approved by the customers.
All custom printing sales are final since artwork approval is necessary before a job can enter production.
Mary's Kitchen Towels retains the right to modify our Exchange and Return Policy.
How do I exchange an item?
If you have received an item that is damaged and you wish to exchange it for the same item, you will need to submit an email to us for further instructions. In the event that you wish to exchange an item for a different one, you will need to return your original items by following the steps above. We will process a refund for the original purchase price once we have received your return, and place another order for the item that you wish to purchase. There is no need for you to wait for us to process your return before placing a new order.
I received the wrong item. What do I do?
If you received the wrong product or missing a portion of your order, please contact us via email. In order to expedite a speedy resolution, please indicate your order number, as well as the item that was shipped to you in error or products that are missing from your order. A replacement shipment will be executed, and we will provide you with return instructions, if necessary.
Is there any restocking fee?
Restocking fees only apply if you qualified for free shipping. You will then be refunded the original product price plus sales tax and we will keep a shipping cost of we paid to UPS or USPS per order.
I have a question about a return and don’t see the answer here.
If you have a question and have not found the answer here, please feel free to contact us at any time.