Refunds, Shipping & Returns Policy
Effective Date: November 3, 2025
Last Updated: November 3, 2025
Thank you for shopping with Edwin’s Heirlooms. Each piece we create is handmade with care and attention to detail. Because our products are custom-crafted and often made to order, please review our policy below before completing your purchase.
1. Order Processing
Each product is made, finished, and packaged by hand in our Ogden, Utah workshop.
Processing times vary based on item type and order volume, but most orders ship within 5–10 business days unless otherwise noted on the product page.
If your order is time-sensitive (such as a gift), please contact us before purchasing at edwinsheirlooms@gmail.com — we’ll do our best to accommodate.
2. Shipping Information
We currently ship within the United States using trusted carriers such as USPS, UPS, or FedEx.
Tracking information is emailed once your order ships.
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Delivery Times: Typically 3–7 business days after shipment, depending on your location.
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Shipping Fees: Calculated at checkout based on weight, destination, and carrier rates.
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Incorrect Addresses: Customers are responsible for entering accurate shipping information. We cannot refund or replace items shipped to incorrect addresses provided at checkout.
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Lost or Stolen Packages: Once a package is marked “Delivered” by the carrier, it becomes the customer’s responsibility. If your package is lost or stolen, contact us — we’ll help you file a claim with the carrier if possible.
3. Order Cancellations
Orders may be canceled within 24 hours of purchase, provided they have not yet shipped.
Once an order has entered production or been shipped, it cannot be canceled or modified.
To request a cancellation, email us promptly at edwinsheirlooms@gmail.com with your order number.
4. Returns & Exchanges
Because our products are handcrafted and made in small batches, we generally do not accept returns for reasons such as change of mind or natural variations in color or wood grain.
We will, however, gladly resolve issues if:
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Your item arrives damaged, or
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You receive the wrong item
If this happens, please contact us within 7 days of delivery at edwinsheirlooms@gmail.com with:
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Your order number
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A description of the issue
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Clear photos showing the damage or error
We’ll review your request and, if approved, offer a replacement or refund, depending on the situation.
Return Requirements:
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All returns must be authorized by us before sending an item back.
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Unauthorized returns may not be accepted.
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Items must be returned in their original condition and packaging.
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Customers are responsible for return shipping costs unless the issue is our fault.
5. Handmade Variation Policy
All Edwin’s Heirlooms products are individually handmade, meaning each piece is unique.
Natural variations in wood tone, grain, texture, and finish are to be expected and celebrated.
These differences are part of what makes each heirloom special and are not considered defects.
6. Refunds
If a refund is approved, it will be issued to your original payment method within 5–10 business days after we receive and inspect the returned item (if applicable).
Please note:
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Original shipping costs are non-refundable unless the return is due to our error.
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We cannot issue refunds for packages lost due to an incorrect address provided at checkout.
7. Gift Returns
If you received an Edwin’s Heirlooms product as a gift and it arrived damaged or defective, please contact us directly with the order details (if available).
We’ll work with you to make it right, whether through a replacement or store credit.
8. Custom and Personalized Orders
Custom or personalized items (including engraved or name-added pieces) are non-refundable and non-returnable unless they arrive damaged or incorrect due to our error.
Please double-check spelling, dates, and personalization details before submitting your order.
9. Safety Reminder
Many of our wooden products are suitable for children but should always be used under adult supervision.
Some items may contain small parts that can pose a choking hazard to children under 3 years of age.
Please inspect all items regularly and discontinue use if any part becomes damaged or loose.
10. Questions or Concerns
We’re always here to help.
If you have questions about your order, shipping, or return eligibility, reach out to us:
📧 edwinsheirlooms@gmail.com
🌐 www.edwinsheirlooms.com
11. Policy Updates
We may update this Refunds, Shipping & Returns Policy from time to time.
All changes will be posted on this page with an updated effective date.