Delivery, Shipping, and Returns during Covid-19
First off, we hope you're safe and healthy in your home. Thank you for doing your part to help our community through this by staying home and letting small business innovate and come to you.
Don't worry, the new directive announced from Vermont's governor does not prevent small businesses like ours from conducting our business online safely, shipping orders and making local deliveries. Orders are packed by the owners and shipped from our home. Our employees are working behind the scenes. So keep telling your friends and family about us! Any bit helps us weather this storm. Don't worry we are getting creative and have new exciting stuff coming soon!
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Our local delivery -- or DEERlivery --- is a doorstep drop off with no contact between the driver and you. We'll email you the day of with the full procedure - so you feel comfortable. It's simple! We'll text you (or the gift recipient) when we're outside. If you live in an apartment complex - we will ask that you come outside to the fresh air to grab it - but don't worry we won't leave your things hanging out unless you confirm it's alright. If you need us to come back another day, we'll include you on the next route!
We are currently offering doorstep drop offs to Burlington, South Burlington, Winooski, Shelburne, Charlotte, Colchester, Essex, and Essex Junction. We may announce new towns periodically or special routes on our instagram @commondeer. Orders from the week are batched together for a town's delivery route. If you would like to be included on a day's route - please make sure to order before 10 am that day. For instance, if you are in Colchester - your order from any day of the week will be included for Friday's deliver - but if you're realizing last minute that you need something - order at the latest by 10 am on Friday morning in order to be included in the Friday delivery route. Please note - that Mondays can be tough to include same day orders, but we will certainly try! Don't see your town listed? Message us - we added Colchester, Essex, Williston, and Essex Junction because enough people asked us to add it. If it's doable and within 30 minutes of Burlington - we'll see what we can do!
Notice an issue with what we dropped off? Please let us know within 12 hours of our drop off!
Why isn't delivery free? Well... that's a great question, but it takes a lot of moving parts to transition a business that relied heavily on foot traffic to an online business. The costs of our "old" business are all still there - yup, our landlord has not wanted to work with us on rent. We're still paying our employees as they work behind the scenes. Until our government comes through to help - we're gonna make it work. And your help with delivery fees lengthens our runway. Some orders will qualify for the opportunity to get a refund on the delivery fee. There is note about all of this included in every delivery. And since some customers have asked about tipping our team for delivering - don't worry they're getting paid fairly - and your orders keep our team working. So for that, thank you so much. And while you might think of a certain huge retailer as having "free" 2 day shipping -- you are actually paying over $100 for this service. There is also a membership option for us - which is much cheaper - and guess what you might even get your order same day or next day - depending on when you order! If your order is eligible for a delivery fee refund and you would like to initiate one - just email us at email@example.com within 24 hours of your delivery. If you are utilizing the delivery membership you purchased prior, please remember to use your code (or if you forget - just let us know and we can fix it on our end!)
Not too much has changed from our regular website shipping before. We are caught up and orders ship out the same day or the next day. Friday, Saturday, and Sunday orders may ship out on the following Monday, Tuesday or Wednesday - as weekends are busy at Commondeer.com! We limit our trips to the store, and grab what we can to fulfill from our temporary home fulfillment center - i.e. the dining room and one of the owner's childhood bedrooms. All of this is done to keep you safe and our team safe! Please note that we ship using USPS priority shipping. This method is usually 1 - 3 days in transit, but unfortunately it is not guaranteed and can take longer due to volumes. If you need an order to be shipped USPS Express, please chose the more expensive option at checkout and write in the notes "EXPRESS SHIPPING - [date you need it delivered by]" If we do not feel we can safely meet this deadline, we will cancel your order or be in touch. If you would like to have your order delayed for shipment, please note that we can do this - but can only delay for a week at the most - otherwise orders will get lost in the sauce.
Unsure of whether to pick $10 or $25 for your shipping fee? If your order is bigger than 12 inches in any direction or contains anything breakable, go ahead and pick the $25 option. We'll refund the overage - but since we ship priority, not ground -- shipping charges can add up. And if you live on the west coast or close to it - do us a serious solid and pick the $25 option. Shipping to you sometimes costs us more than the margin on the item. If you do not want us to refund you the difference back, just make a note at checkout. We do it automatically on shipping overages, and since some customers have purposefully over paid for shipping to help us through this - we cannot reverse a refund unfortunately. Similarly, we cannot charge your card for additional shipping charges - so in order to avoid shipping delays or hassle, we recommend overestimating shipping.
If you notice an issue while tracking your package - i.e. your order was deemed undeliverable, it says delivered but you can't find it or it has been delayed - please contact your local USPS office. If your address was entered incorrectly or you have an issue with deliveries at your address, we cannot change this after your shipping label has been printed. Please confirm the shipping address (or that of your gift recipient) before ordering. Unfortunately, we do not have the bandwidth to hunt down delayed packages or undeliverable packages after they have left. If we receive a package back to us, we will contact you to cover the shipping fee back to you. As a small business, we are not able to cover extra shipping fees.
Again, why isn't it free? To us, shipping shouldn't ever be free. It's bad for the planet, it's bad for small business, and honestly, how the hell is that sustainable for paying fair wages? Our employees (and right now, owners who are packing all orders) are paid fairly and are under fair working conditions to get your orders out (huge online retailers cannot say the same). We know that free shipping is a big deal, and we've toyed with the idea for a long time - but we'd prefer to have you understand the effort/time/supplies that go into getting that item to your door. That being said, sometimes we feel frisky and we do shipping deals via our email newsletter. To be in the know, subscribe!
If you have additional questions that are not covered here - please head to this page.
RETURNS & EXCHANGES
This is a bit different than our usual route - but if you need to make a return.
Items purchased on sale are final sale (per usual). This also includes sizes of items, unfortunately items, even if just for a size exchange, are final sale.
In most cases we may only be able to offer store credit right now. Funds from your orders are being used to keep our employees paid and our business afloat. Offering full refunds, while a thing that we sometimes offer on our website sales, are going to be VERY tough to muster right now.
Please write us an email within 7 days of receiving your order to file a request for a return for store credit, and we will go over the procedure with you.
If you are on our local delivery route and would like to make an exchange, please email us. We will let you know the procedure to make this happen.
If you have made a purchase between March 1 - March 15 (when we closed for Covid-19) - please email us at firstname.lastname@example.org with the item you would like to return, and a photo of your receipt (or just write out the receipt number and we can find the sale in our system). We will coordinate the return on our end via pick-up or shipping. The return window for March 1 - 15 purchases has been extended until April 30 - please note that these orders are only for exchange for store credit. They are not for refund, per usual - only store credit.
Items from online gift boxes are not eligible for exchange or refund. Items opened or used are never eligible for exchange or refund.
Food/edible items, body care, vintage, are also never eligible for exchange or refund.
Email requests outside of the 7 day after delivery will not be eligible for exchange or refund. If you need more time to review in the event you are giving the item as a gift, you NEED to let us know within the 7 days to be granted the extension.
The process once you contact us is simple! Just make sure to contact us within the window needed.
We appreciate your understanding!
Your orders mean the world to us. Small business needs more people like you! With your order, you're supporting American Made, small business, your community, our family of makers, and our employees. From the bottom of our hearts, thank you. Please let us know if there is anything else we can do to help you and your loved ones get through this.