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 stay safe!
Unfortunately, due to rising risk in our area and our team's vulnerability, we have decided to suspend all in-person shopping. Our inventory is online and is available for pick up, delivery, or shipping!
PICK UP AT STORE
Click here for pick up times and FAQ's.
Most orders are shipped out 1 - 3 weekdays after the order is placed. We do not ship on holidays or on weekends. We are taking every precaution with shipping to keep you safe and our team safe! Please note that we ship using USPS priority shipping, and in some cases UPS ground when it makes more sense. USPS Priority method is usually 1 - 3 days in transit, but unfortunately it is not guaranteed and can take longer due to volumes.
Why isn't shipping 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.
Our local delivery -- or DEERlivery (sorry had to!) --- is a doorstep drop off with no contact between the driver and you. It's simple! We'll text you (or the gift recipient) when we're on our way - be sure to respond!
Minimum order $50. Delivery fee is discounted at certain order amounts depending on your zip code!
We are currently offering doorstep drop offs to Burlington, South Burlington, Winooski, Shelburne, Charlotte, Colchester, Essex, Essex Junction, Essex, and Williston. Please note during a holiday, our routes book up in advance - order early and pay attention to notes at checkout, as it will inform what days are still open for home delivery.
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. 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. Pick-up is the free option for our customers (refunded at pick-up).
RETURNS & EXCHANGES
Due to the financial situation that is running a small store in a pandemic, for the foreseeable future we are only able to offer store credit (NO REFUNDS) even on online purchases. Funds from your orders are being used to keep our employees paid and our business afloat. Many stores of our size are even saying "all sales final" due to the risks retailers are facing. Instead, we are offering exchanges for store credit with restrictions.
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. Your item will need to be received within 1 month of your original ship date.
The exchange window for March 1 - 15 purchases was extended until April 30, 2020, which has since closed.
The holiday exchange window on orders from October 1 - December 31, 2020 was until January 31, 2021. This was communicated in countless emails through the holidays, on our social media platforms, on our front door, and on the announcement bar of our website October 1, 2020 - February 15, 2021.
The following items are always FINAL SALE and cannot be exchanged: food/edible/drinkable items. bath/body care products. face masks. greeting cards. items purchased at more than 20% off the original price. items from gift boxes. special orders/ custom orders. vintage items. gift cards/certificates. items purchased with certain discount codes.
To be eligible for an exchange, your item must be unused and in the same condition that you received it, including original packaging and tags. Please note that Common Deer may refuse a return due to damages, pulls, nicks, marks, cracks, chips, missing tags, wrinkles/smells, stains, and more. Once a product has left our retail store, damages that occur on the product are the customer's responsibility.
Items that cannot be connected to the original sale cannot be exchanged.
Email requests outside of the 14 days after delivery will not be eligible for exchange. 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.
Please note our store front is not open to foot traffic. This however is not a valid reason to bring back an exchange late - as our exchange process is coordinated by email to keep our team safe. We ask that customers do not show up at the door to exchange a product as it puts our team at risk. We can do exchanges by drop off that are coordinated in advance. Just email firstname.lastname@example.org to start the process. It's simple!
RETURNS OF GIFTS
All returns and exchanges (in-store and online) must be connected to a sale. If you are returning or exchanging a gift you received, please make sure to secure a gift receipt from the gift giver or order number. Please email us at email@example.com with your exchange info within 14 days of the original order or purchase. Unfortunately, if the gift was purchased outside of the exchange window it cannot be exchanged unless the purchase was granted an extension at time of purchase.
If you have received tracking information for your order, the package is no longer in our possession - and out of our control. Please contact the post office or UPS, respectively with your tracking number for questions on your tracking. Until your package has been deemed officially "LOST" there is not much we can do in our end. Due to the volume carriers are experiencing, we are unable to guarantee any delivery timelines. The earlier you order, the better chance your order has of arriving earlier. Unfortunately, we are not responsible for delayed or shipments that go missing after delivery has been notified. We encourage you to deliver to a location where someone will be present to receive the package. Unattended packages are being stolen at alarming rates. Small businesses cannot cover the cost of package theft. If you feel you have been the victim of package theft - i.e. your package says it was delivered - but you cannot locate it -- please contact your neighbors and your local post office and we recommend reporting it to the local authorities, as your neighbors may also have been hit. We ask that you ensure your address is safe for deliveries at time of order, as package theft is the number one growing crime in America - and we are unable to send replacement packages - sorry! If you would like signature confirmation added to your order, please ask us at time of order or within 10 minutes of ordering.
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 and then when you receive the order confirmation email. Unfortunately, we do not have the bandwidth to hunt down undeliverable packages after they have left. If we receive a package back to us, we will contact you about next steps. If a package is officially "lost" on your tracking information - contact us and we will do what we can on our end.
ITEM INCORRECT OR DAMAGED IN SHIPMENT
For online orders or pick ups, please let us know within 1 - 3 days of delivery if there is a problem with your shipment - i.e. wrong size shipped by mistake or the item is damaged. Please simply email us at firstname.lastname@example.org. If you suspect the damage is from shipment, please hold onto the box and shipping materials, as for insurance claims with our carriers, we may have to provide specific detailed photographs of the package damage.
If you have received an item gift wrapped, please inspect items within the 3 days before throwing out shipping boxes (our special gift wrap allows for you to unwrap/rewrap easily and inspect).
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Your orders mean the world to us. With your order, you're supporting American Made, our 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.