Delivery, Shipping, and Returns during Covid-19
Thank you for doing your part to help our community through this by letting our small business innovate and come to you.
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!
NEW!!! SHOPPING BY APPOINTMENT
(scroll down for shipping details)
Our local delivery -- or DEERlivery (sorry had to!) --- 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 or you're delivering to your work place - 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, Essex Junction, Essex, and Williston. 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 Noon that day.
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. The costs of our "old" business are all still here. We're working hard to 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. Our delivery team member is getting paid their normal rate, with your help with fees, so instead of tipping our team, please consider tipping another delivery driver extra or making a donation to the Vermont FoodBank. 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!)
Click here for Information on Local Delivery Membership
**To be included for same day delivery, please order by 12 pm!!! Curious about when you can expect your order? Click below.
PICK UP AT STORE
Order pick-up windows are:
Monday, Tuesday, Thursday, Friday between 3 - 6 pm + Saturdays 10 - 2 pm
Pick up is free, but please try to place orders for over $25, as there are a lot of costs with pulling online orders, and a single card or sticker purchase doesn't cover the labor and supply costs in order to get that order safely and in an organized way to you.
After your pick-up the charge will be refunded. We have a charge on there, as when pick up was $0, the amount of people that select it by mistake is astronomical and creates a massive headache, and also if you end up needing your order delivered or shipped, it helps avoid an extra step for us and you. Please note that while we have an employee in the store during these times, we CANNOT accept exchanges or make adjustments to your order on the spot. If you would like to coordinate an exchange, just shoot us an email at firstname.lastname@example.org. If you would like to book an appointment, please head to the link at the top of the page. Pick-ups will be handed to you on the stoop. Just give us a call at 802.497.0100 when you are outside the door.
Please note that orders will be ready within an 1 hour of your order being placed, but sometimes we can experience longer delays. Just give us a call to confirm your order is ready. If you are in a rush, just give us a call and we will try to make it happen!!
Not too much has changed from our regular website shipping before. We are making every effort to your order out 1 - 3 days after your order is placed. Orders placed on Friday, Saturday, and Sunday will ship out on the following Monday or Tuesday if all goes to plan. We do not ship on holidays. We are taking every precaution with shipping 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 have concerns about the timeline, we will be in touch.
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 on the $25 option, 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, 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 about next steps. 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 are paid fairly and are under fair working conditions to get your orders out. 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 14 days of receiving your order to file a request for a return for store credit, and we will go over the procedure with you and the date you need to return items to us by.
The return window for March 1 - 15 purchases was extended until April 30, 2020, which has since closed.
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 14 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, please let us know within the 14 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.