FAQs
Shipping
When is my order shipped?
We typically ship within 3-5 business days (Monday-Friday) of the order being placed from California. Special promotions and pre-orders are subject to special schedules that are clearly indicated on the product page(s).
How long will it take to get my item?
All orders within the U.S. are considered domestic orders and they are processed within 3-5 business days and then shipped to be delivered within 2-5 business days.
International orders can take 4-8 weeks to be delivered due to COVID.
You may also incur custom and duties that you will be responsible for.
International order that are returned to sender due to not paying custom and duties will incur a 25% restocking fee.
How can I track my order?
We will send tracking information to the email address associated with your order once the item has shipped. If you have not received your tracking information and it has been over 2 business days, please contact us at hello@stovecho.com.
Can I update my shipping address?
If your order has not shipped out yet we may be able to update your shipping address. Please email hello@stovecho.com with your order number and the new address as soon as possible if you believe you have entered incorrect shipping information. Subject line: URGENT: ADDRESS CHANGE.
Returns
What is your return policy?
You may return your package within 30 days of it being delivered. If it's beyond 30 days, it will be FINAL SALE.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Movie rentals or purchases
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
There are certain situations where only partial refunds are granted (if applicable)
What is your refund policy?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
What happens if I have late or missing refunds?
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@stovecho.com
Can I return my sale items?
Only regular priced items may be returned and refunded, unfortunately sale items cannot be refunded.
Can I make an exchange?
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@stovecho.com along with an image of the item that you received with the defect or damage clearly visible.
Where do I ship my return?
To return your product, you please send an email to hello@stovecho.com with your name, order number, and a short message with why the return was initiated. We will respond with instructions for next steps and initiate the return process.
You will be responsible for paying for your own shipping costs for returning your item. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Shopping and Payments
When will an item be back in stock?
We cannot guarantee an exact time for any item to be restocked. However, limited edition items may not ever be restocked (hence why they are limited edition!)
Do you have a sizing chart?
You can find a link for the size guide for each product under the product's description.
Can I cancel my order?
If you'd like to cancel your order, please contact us. If your order has already been shipped, it cannot be cancelled.
Contact
Nobody has replied to my email yet! What is going on?
We handle messages in the order they are received. We will respond to your request as quickly as possible. We receive a high volume of correspondence daily and there may be instances where messages are lost in the mix, though we try our best to ensure that this does not occur. If you believe that this has happened, please do not hesitate to send us a follow up.
Who should I contact for customer support?
Please email us at hello@stovecho.com! We're here to help!