Delivery Time

Each product page displays “ships within” information. This is the estimated time (actual time may vary) from the date the order is received until the product is dispatched from our warehouse located in Boston. The time from dispatch to delivery is usually between 5–10 days. For time-sensitive deliveries please reach out to our customer team with the contact form. 

If you placed an order for products with different dispatch times the full order will be on hold until your entire order is available to be dispatched.
Please note that during promotional campaigns, delivery times may be slightly longer due to high volume.

Cancellation & Order Edits

As soon as an order is received, we prepare it for shipping (unless a later delivery date was requested). This results in a small window where changes to an order can be made. Make sure to reach out to us immediately, and if your order has not been processed for shipment by the warehouse, we will do our best to accommodate requests to cancel or edit whenever possible.

Return Policy

You may return your purchase in its original packaging and condition within 7 days of receipt. We reserve the right to refuse returned items that are not in original condition due to the following reasons (but not limited to): missing the original packaging, item packaged differently than the way received, missing components, visible damages caused by the customer, or incorrect packaging. The customer is responsible for any shipping charges associated with returning an item to our warehouse in Boston. Please contact our customer team to initiate a return. Make sure to include your order number as well as a reason for the return. 

If your order has been returned to our warehouse due to failed delivery attempts, you can either request a refund minus accumulated shipping costs for the order, or we can re-ship the order once re-shipment costs have been paid.

We do not offer direct exchanges. Orders can be exchanged by returning for a refund and submitting a new order.

Incorrect or Damaged Orders

If you believe there is an issue with your product or if something is missing from your order, we are here to help you resolve the situation as quickly as possible!

Please start by filing a claim and submit the following info:

• Order number

• Photos of the damaged item, exterior packaging, and shipping label

Please hold on to all packaging and product(s) while we review your claim.

Make sure to check all packages carefully at delivery! Report any visible damages directly to the carrier before signing for the delivery. Make sure it is noted on the delivery receipt and signed by the carrier. Take pictures of visible damages to document potential issues. 

Please note: Delivered goods must be checked for potential delivery damages within 24 hours of delivery. This also includes deliveries for projects with installation dates further away. Make sure to report any potential claims within this 24-hour timeframe. We reserve the right to deny claims submitted beyond this limit (this does not apply to warranty claims).

Lost or Stolen Packages

If your tracking information shows that your package was delivered, but you have not received it, please contact our customer team at contact.

Note: we do not take responsibility for lost/missing packages that show successful delivery to the order address. Please contact FedEx / Mainfreight to file a lost or stolen item claim.