FAQs About Shipping, Custom Orders & More – Ox & Pine

Frequently Asked Questions

Shipping

**Q: How long before my order ships?**A: Orders take 3–5 business days to process before shipping.

Q: How long does shipping take once my order ships?

**A: US:**First Class 2–5 days, USPS Priority 1–3 days, Express 1–2 days.

**International:**First Class International 7–21 days, Priority International 6–10 business days, International Express 3–5 business days to most locations.

**Q: I need my order by a specific date - can you help?**A: Yes, please contact us with your timeframe and we'll do our best to accommodate it.

**Q: Do you ship internationally?**A: Yes. Delivery times vary by shipping method - see international shipping times above. Note that First Class International has limited or no tracking; upgrade to Priority International for better tracking and insurance.

**Q: How can I track my order?**A: A tracking number is emailed once your order ships. Note: First Class International shipping has limited tracking availability.

**Q: Are shipping times affected during the holidays?**A: Yes, November through December is our busiest season. We'll do our best to accommodate your timeline, but please allow extra time during this period.

Returns & Refunds

**Q: What is your return policy?**A: We offer hassle-free returns and exchanges within 30 days of receiving your order.

**Q: Can I return a personalized or custom item?**A: Custom and personalized pieces are made specifically for you and typically aren't eligible for return. If something about your order isn't right, reach out to us — we stand behind our craftsmanship and will make it right.

**Q: Who pays for return shipping?**A: Return shipping costs are the customer's responsibility unless the item arrives damaged or defective. Original shipping charges are non-refundable.

**Q: How should I ship my return?**A: We recommend using a trackable, insured shipping method to ensure your return arrives safely.

**Q: Do you offer a warranty?**A: Yes - all our goods are backed by an unconditional, lifetime warranty. If your item ever becomes damaged or defective, we'll repair or replace it at no charge.

**Q: What if my order ships late?**A: We guarantee on-time shipping - if we don't ship your order within our stated processing time, your personalization is free.

**Q: What if I receive a damaged or defective item?**A: Contact us right away — damaged or defective items are covered under our return policy (no return shipping cost to you) and our lifetime warranty for repair or replacement.

Products

**Q: How does personalization work?**A: Select your text option on the product page and enter your desired characters at checkout - items are hand-stamped to order.

**Q: How should I care for my leather product?**A: Avoid getting water on your leather goods. Wipe clean when needed, and gently rub small marks to lessen their appearance over time.

**Q: Is the leather waterproof?**A: No - please avoid water exposure. Wipe clean and gently buff out small marks as needed.

Contact

Q: How can I contact Ox & Pine? A: Email us at contact@oxandpine.com — we're happy to help with any questions about our handmade leather goods and gifts.

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