We understand things don’t always work out perfectly and want to ensure you have a great experience with any products or orders from Roanoke Brand. The below Returns and Exchange Policy outlines when and how we can help ensure you receive what you are after. 

Roanoke Brand Return/Exchange Policy: 
We gladly accept returns and exchanges within a 30 day window from the original purchase. 
To be eligible for a return or exchange, your item must be unused and in the same condition, and packaging that you received it. Some goods may be exempt from being returned such personal care products and perishables. We do not offer returns on International orders, US military addresses or US territories requiring customs forms.

Completing a Return/ Exchange: 
We offer one method for returning product eligible within our Returns/Exchange Policy. 
By Mail - Complete request form below > Roanoke Brand emails return shipping label > Print label and package product (include original pack list) > Schedule a pickup or drop off package at your convenience > When the product is received and approved we will issue a refund and confirmation email. 

CONTACT US 
Name 
Email 
Phone 
Order No 
Products to Return 
Reason for Return

Exceptions 
There are certain situations where only exchanges will be granted (if applicable). This includes returns outside of the 30 day window, sale product, items that have been opened or used, any item not in its original condition or packaging, is damaged or missing parts for reasons not due to our error. 

Refunds (if applicable) 
We will gladly issue you a refund on all items returned within the 30 day window. Once we receive your return, we will notify you on the status of your return and next steps. All approved refunds will be processed, and a credit will be applied to your credit card within 3-5 days. 
We cannot ship cash or check refunds. 

Late or missing refunds (if applicable) 
If you believe your refund has not occurred correctly, or you have not seen the refund within 14 days of being notified of your approved refund, please contact us immediately at evan@papercranefactory.com. 

Sale items (if applicable) 
All sale items are considered a final sale and only defective or damaged items will be considered for full refund or exchange. 

Exchanges (if applicable) 
Beyond the 30 day window we will exchange items if they are defective or damaged. If you would like to request an exchange, send us an email at evan@papercranefactory.com and we will provide you with shipping instructions. 

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you or we would be happy to assist you in an exchange. 
All other items not marked as a receipt, please refer to our standard refund policy. 

Shipping 
All shipping costs associated with purchases are non-refundable, but we offer free returns.

International Orders (Orders shipped outside the US) 
Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient; Roanoke Brand has no control over these charges, nor can Roanoke Brand predict what they may be. 

Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.