STORE POLICY

Customer Support Hours:  Monday- Friday - 9 AM-10 PM EST, Saturday-Sunday 8AM- 9 PM EST.  Limited support hours are available on holidays. 

ORDER PROCESSING TIME: 3-5 business days. Business days do NOT include weekends or holidays. Addresses may be edited if your order has not begun processing. If your address is entered incorrectly at checkout and your order has already begun processing, please contact the shipping carrier to intercept your package and arrange delivery or pick-up. 

STRONG-HOLD-THICK EDGES-EDGE CONTROL orders during Black Friday and Cyber Monday will be processed in 5-7 business days (not including weekends or holidays). If your order contains other products, please be advised that this will affect the entire order. Thank you for your patience and love of the product!

SALES: Orders cannot be modified or cancelled during sales, this includes subscription orders. Discount codes must be entered at the time of purchase. Unfortunately, we cannot adjust discount code entries post-purchase. 

Shipping Policies:

You will be provided a tracking number once your order has shipped. We are not responsible for lost or stolen packages once they are shipped and scanned in by the shipping carrier. However, some packages (UPS and Fed Ex) are shipped with insurance and we are happy to help you file a claim.

Packages returned due to an incorrect address can be reshipped once additional shipping costs have been paid for the new shipment. A lost package due to an incorrect address is the responsibility of the customer. 

EXPRESS SHIPPING- Your order will ship within 1 business day. Orders placed before 9 AM EST on a business day---> day 0 = the day the order is placed. Business day 1 is the next business day. Orders placed after 9 AM EST do not count for the day the order was placed. Orders with express shipping services will deliver within 2-3 business days (excluding weekends and holidays). Please be advised that shipping timeframes are estimated and not guaranteed, especially during peak shipping seasons, such as Black Friday, Cyber Monday and Christmas. 

We offer Premium Protection Insurance at checkout which covers lost, stolen and damaged packages. If you decline this coverage, you waive your protection in the instance that the shipping carrier does not assume liability and provide reimbursement for a lost, stolen or damaged package. 

International order are shipped with duties and taxes prepaid at the time of purchase to ensure seamless delivery. International delivery timeframes range from 1-3 weeks depending on your location. 

Cancellations:   If you choose to cancel an order, you will be refunded minus the credit card processing fee that was charged to the company when placing your order. We strive to process orders as quickly as possible. If your order has already began processing, it cannot be cancelled. There are no exceptions to this rule.

Damaged Upon Arrival: Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Damages must be reported within 7 days of delivery in order for us to be able to assist you. Photos of the damaged contents, inside and outside of packaging must be provided. 

 Returns: Due to the nature of our products and the COVID-19 pandemic, returns are not accepted on any of our products.

Subscriptions:

Subscriptions are self-managed using the "manage subscription" link, which is emailed to you upon initiation of your subscription.

  • Subscribers can swap the items you receive in your subscription, reschedule a shipment, skip a shipment, and update billing and shipping information directly from the account portal. You may cancel your subscription using the account portal once you have met the 2-order minimum. Subscriptions may not be canceled prior to meeting the minimum order requirements. 
  • Subscription orders cannot be canceled after processed and/or shipped. 
  • You can add as many products as you would like to your subscription, but please note that not all products have the same delivery cadence - subscription delivery cadences vary between 30, 60, and 90 days. If you would like to alter the delivery cadence of any subscription, or synchronize the delivery dates, you can manage this using your subscription portal link you received when you initially subscribed.

Terms and Conditions for the refund up to $100 deal: 

Eligibility for the gift card refund promotion is open to customers placing orders on our website within the specified promotional period. The promotion is limited to the first 1000 customers completing their orders during this period. The refund, issued in the form of a gift card (store credit), will be processed within 72 hours after order completion, with the gift card amount matching the purchase total, up to a maximum value of $100. The promotion runs starts on Saturday November 25th, 2023 until the first 1000 qualifying orders are reached. Only completed orders during this period are eligible, and incomplete or canceled orders will not qualify. Gift cards will be delivered electronically to the email address associated with the qualifying order, and recipients must ensure accurate contact information. The gift card is non-transferable, valid for our website purchases only, and no cash or credit alternatives will be offered. The maximum refund amount is $100, and this promotion cannot be combined with other offers. Employees and their immediate family members are ineligible. We reserve the right to modify or terminate the promotion at any time without notice. For questions, contact customer support at support@baskandlatherco.com. Participation in this promotion implies agreement with these terms and conditions, and violation may result in disqualification.