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Authorization for Return or Replacement

To obtain authorization to return an item for refund or replacement, simply contact Customer Service by either Calling: (804) 385-2973 or Emailing: snaattic@peoplepc.com  within 14 days of purchase.

Non-defective merchandise returns incur a 20% restocking fee, and must be returned with in 30 days of purchase.

Conditions

Non-defective merchandise must meet the following condtions to qualify for return acceptance:

1) Merchandise must be in its original minimum inner pack quanity, as shipped by Skylyn ~N~ Ashlyn's Attic. Broken quanity inner packs are not returnable.

2) Merchandise, merchandise packaging, and inner packs must bear no markings or be otherwise defaced or damaged.

3) Please note CLEARANCE ITEMS are only returnable if the are DEFECTIVE.

Returns that do not meet the conditions in this return policy will be returned to the sender and the return shipping costs will be charged to the sender as well.

Items with Guarantees or Warranties

If a purchased item includes a product guarantee or warranty follow the instructions on the guarantee or warranty for repair or replacement.

Items Damaged During Shipment

All merchandise damaged during shipment is covered by the carrrier.

If you receive merchandise damaged during shipping, please contact Customer Service within 14 days of the date of shipment of your order, and your claim will be processed immediately.

You must comply with established proceedures by UPS, USPS and Truck Lines or your claim may be denied.

Claims

Claims fall under the following categories:

1) Lost Order
2) Damaged Merchandise
3) Shortage On Order
4) Defective Merchandise
5) Manufacturer's Guarantee Defect

Lost Orders

It doesn't happen often, but sometime carriers such as UPS, USPS and Truck Lines do lose orders. If you have placed an order and have not received it in a reasonable period of time, do the following:

Call Customer Service at (804) 385-2973.

Please have the following information ready:

1) Your name as it appears on your order invoice.
2) A copy of the order submitted to Skylyn ~N~ Ashlyn's Attic and the date of purchase.
3) Approximate dollar amount remitted and method of payment.
4) If a partial order was delivered and the invoice is included in one of the delivered cartons, please have this invoice available and a list of the missing items. Advise Customer Service of the number of cartons received.

Skylyn ~N~ Ashlyn's Attic will check to find the date your order was shipped and the carrier used.

We will initiate a trace with the carrier. Normally a response is received within 10 working days after the tracer is initiated. Most carriers require a 10-day waiting period before they will accept a tracer request. (90 days outside continental U.S.)

Skylyn ~N~ Ashlyn's Attic will notify you when we receive the result of the tracer. 

Results of a tracer are generally one of the following:

1) The carrier is unable to prove delivery. Therfore, a refund will be issued via the method of payment you used to purchase your order, or we have reshipped your merchandise as you requested. 

2) The carrier shows the delivery was made. The carrier will submit a photocopy of the delivery receipt which will be forwarded to you. It will show the order was delivered in full, and the signature of the person who received the order and the date it was delivered.

3) If, after receiving the photocopy, you find the signature is not yours, a neighbor's or a family members', return the photocopy to Skylyn ~N~ Ashlyn's Attic Customer Service Department together with a denial of signature letter. We'll then file a denial signature claim with the carrier. This will require additional 7 to 10 working days. We'll notify you of the results.

The carrier may have returned the order to Skylyn ~N~ Ashlyn's Attic for the following reasons:

1) UPS made three attempts at delivery and no one was home.

2) Your delivery address is a Post Office Box. UPS does not deliver to Post Office Boxes. They notify you, but if no response is made within 7 days, the package is returned to Skylyn ~N~ Ashlyn's Attic.

3) You have moved and your order was sent to your former address. The package may have been retained by someone who signed for the package at your old address, or the shipment was returned to Skylyn ~N~ Ashlyn's Attic.

Damaged Merchandise

Inspect each box for signs of damage such as crushed, torn, open, unseamed tape, etc. If you do find outward damage, sign the receipt with the words "EXCEPTION - DAMAGE." For UPS deliveries contact Customer Service at (804) 385-2973 and give the invoice number or the shipment involved. Explain the damage involved, number of cartons received and whether you desire a replacement or refund. This information will prepare us for a claim report from the carrier.

Hidden Damage by Carrier

If you should receive a shipment delivered by the carrier that shows no visible damage, but upon inspection you discover damage due to evident rough handling, call Customer Service at (804) 385-2973 within 14 days of invoice date and report the damage. Skylyn ~N~ Ashlyn's will issue a replacement or refund at your request.

Shortage On Order

If you receive and order from Skylyn ~N~ Ashlyn's Attic and find it has not been filled completely:

1) Check to make sure all cartons in the shipment were delivered.

2) Check your invoice. If the item was out of stock it was not charged to your account. If the item does not appear on your invoice, be sure to advise the Customer Service Department when you call or email.

3) Thoroughly check the cartons and packing. Small items may be under the packing material. Upon receipt, check the condition of the cartons. If there is a shortage due to tampering, a claim must be placed with the carrier. Follow the same procedure as if there is damage.

4) If there is no tampering and an actual shortage exists, contact Customer Service. We'll need to know the invoice number, number of cartons received, the missing item number, and whether you prefer a replacement or a refund.

5) Skylyn ~N~ Ashlyn's Attic will investigate the shortage. When the item is confirmed as not shipped, it will be shipped or a refund will be issued via the method of payment used to puchased your order, whichever you prefer.

6) If reweighing your shipment or other checking procedures indicates all items were shipped we will advise you.