Orders, Returns & Refunds Policy

Product Orders:

Custom Orders -

• Custom order requests are processed on a first come, first served basis, and fulfilled on a multi-tier schedule, based on many factors. Not all projects can be completed from start to finish, as many require multiple steps of resting and/or drying periods to properly construct. Other factors can include, but are not limited to, waiting on supply shipments, the appropriately skilled crafter becoming available, prior scheduling commitments and so on. We consider all customers and orders a priority, and do our best to fulfill them within the capabilities of our working environments.

• All custom orders, unless otherwise stated and agreed upon in writing, in advance by an authorized TLC representative, will require a non-refundable deposit, ranging from 20% to 50% of the item cost (depending on item complexity and customization), before customization can begin. Any deposits paid will be applied towards the final item cost once the order has been completed and is ready to ship.

• Once paid, deposits are non-refundable. No exceptions. However, at the discretion of TLC, they may be applied, in whole or in part, to a change of order if said order is immediately placed at the time of the original order being cancelled, and an authorized TLC representative agrees to the change. This will, in large part, be determined by what, and how much work, has been applied towards the original order, and what change has been requested. However, this change will revert your processing to the appropriate scheduling as though it were a new custom request just submitted.

• You are entitled to cancel your order at any time before it has been shipped, without reason. However, any deposits and/or fees paid for custom requests or lay-away services will be forfeited.

• To exercise your right to cancel your order, you must inform TLC of your decision by means of a clear written statement, including your customer name, the email associated with your order and the items being ordered and cancelled. You can submit this written notice by emailing us through the associated email address to the order you're cancelling sent to orders@twistedleathercreations.com, or you can mail it to: Twisted Leather Creations - C/O Sabrina Teague, PO Box 240, Mead, Washington 99021.

• Due to the nature of our products and services, once your item(s) have shipped, all sales are final.

Pre-Made Custom Product Orders:

Ordering Pre-made custom, unique and one-of-a-kind items -

• Pre-made, ready to ship, custom order requests are processed on a first come, first served basis, and fulfilled are fulfilled through the same custom request form as placing a custom item request. We have chosen to keep these items off our shopping cart to ensure the lowest possible shipping costs for our customers, especially for multi-item orders. If an item is requested, and it has already been claimed before your order can be processed, you will be offered the option of having a replication (as close as our supplies will allow), or having a custom piece of a like design with a reduced custom order deposit of 10% to 35% of the item cost, depending on your choices for customization (See Custom Orders Policy above).

• Due to the nature of our products and services, once your item(s) have shipped, all sales are final.

Shopping Cart Orders:

Ordering through our online shopping cart -

• For your convenience, some items have been made available through our online shopping cart. While there are a few options available for these various items, they are sold as is. Colors displayed are a general example and may vary to some degree in patterns and/or shades. While we do our best to maintain consistency, every leather hide is a one-of-a-kind purchase and there are no guarantees of exact matches.

• By using our shopping cart, you acknowledge and agree to all charges, including the shipping and processing fees set forth by use of this program.

• Custom requests are, of course, always welcome should you desire something made available there in a color or pattern not readily available, or should you choose to request custom details or additions. Please submit a custom order request and see our Custom Order Policy above.

• Due to the nature of our products and services, once your item(s) have shipped, all sales are final.

Conditions for Returns:

When things don't turn out the way you'd hoped -

• Due to the nature of our products, all sales are final. We do not offer returns, refunds or exchanges.

  However, should there be a problem with your services or order, we may choose, solely at our discretion, to provide a concessionary resolution. This may or may not include a replacement or repair services. In special circumstances, an authorized TLC representative may choose to offer a partial discount for future orders or a reimbursement as compensation.

Item Repairs:

Sometimes your items need a little extra TLC -

• When our products become worn or damaged, it's understandable that you'd want them fixed. In most cases, if we're able to do so, we are more than happy to do so. Please email us at info@TwistedLeatherCreations.com for an assessment, or bring your items to any local even we are appearing at.

• In some cases, TLC may agree to do a repair for an item that was not made by one of our crafters. Whether we were the original creators or not, the same policies apply to any repair jobs.

• Repairs are taken on a case-by-case basis and may not always resemble the original product in its exact original form. This is due to product availability, what is damaged and how, as well as the overall condition of the entire item. While we do our best to blend repairs, this isn't always a possibility.

• Repairs that are accepted by TLC associates do not guarantee that 1) a repair will be made, or that 2) the repair will return the item to its original state. We can only do our best, and if you authorize a repair, you are also acknowledging the possibility that this service may not turn out exactly as you hope. In any case where we accept an item for repair, and once in the workshop it turns out that any attempt to repair may cause further damage, we will return the item as-is without having repaired it.

• It is the customer's sole responsibility to accept all costs and risks of shipping items to and from Twisted Leather Creations. While we highly encourage shipping insurance and tracking, we cannot force you. However, should the item incur further damage or be lost in transit, in either direction, Twisted Leather Creations will not be held liable by any means.

• All fees regarding repairs, including shipping and relevant handling costs, are non-refundable and must be paid in full before any work will begin on your item(s).

Lost or Damaged in Transit:

Even being tracked and insured isn't a guarantee -

• Twisted Leather Creations requires that all purchases be shipped with tracking and insurance because we are well aware of how unpredictable life can be. Therefore, this is a non-negotiable requirement accounted into our shipping and processing fees. Once your order(s) ship, you will be supplied with all relevant information pertaining to tracking and insurance needs.

• Should your package go missing in transit, or become damaged, Twisted Leather Creations cannot be held liable. It is the customer's sole responsibility to file a claim with the shipping carrier in a timely manner. Failure to do so may result in a denial of your claim and any loss will not be replaced by TLC.

• Any items shipped to Twisted Leather Creations, for any reason, are highly recommended to be shipped insured and with tracking. We are not responsible for the loss or damage of any items you choose to mail without adequate coverage.

• Customers are responsible for ensuring that any mail or packages sent to Twisted Leather Creations is addressed correctly as shown below

  • Twisted Leather Creations

    C/O Sabrina Teague

    PO Box 240

    Mead, WA 99021

• All mail and packages, including those mailed to us by the customer, are the customer's responsibility to file a claim in a timely manner should anything happen to them in transit. Twisted Leather Creations will not be liable for any losses that occur during transit and/or delivery. This includes, but is not limited to, misplacement, damage, theft, delay, incorrect delivery and/or nondelivery.

Ordering Gifts:

When it's not for yourself -

• It is the customer's sole responsibility to notify TLC if the item being shipped is intended as a gift, and they are responsible for verifying that the correct recipient address is submitted. We will not be responsible for packages shipped to the incorrect address and therefore will not replace the lost item at our cost.

• All orders will provide an opportunity to verify the delivery address at the time of final billing. In an attempt to avoid errors during shipping, any discrepancies entered at this time will delay the shipment process until all information can be verified. Customers are highly encouraged to double check all information at every opportunity they are provided, even if they are sure they have entered it correctly in a previous correspondence.