Shipping and Returns
DUE TO COVID-19 AND PROTESTING AND UNREST IN SOME OF THE LARGER CITIES SHIPPING IS TAKING LONGER THAN USUAL.
KENNEBUG IS STILL SENDING OUT ORDERS IN A VERY TIMELY MANNER, AVERAGING ABOUT 1-4 DAYS (DEPENDING ON TYPE OF ITEM PURCHASED) BUT THE POST OFFICE IS TAKING MUCH LONGER THAN NORMAL TO DELIVER. DUE TO THIS ISSUE WITH THE USPS WE CAN NOT RESEND OR REFUND FOR AN ORDER FOR AT LEAST 30 DAYS IF IT STILL SHOWS IN TRANSIT. SO FAR ALL THAT HAVE SEEM TO BE "LOST" OR "IN TRANSIT" FOR AN EXTENDED PERIOD DO EVENTUALLY SHOW UP. WE KNOW ITS NOT FUN OR CONVENIENT IF YOUR ORDER IS A GIFT FOR AN OCCASION AND THAT IS WHY WE ARE TRYING VERY HARD TO GET THEM OUT AS FAST AS WE CAN SO IF THE POST OFFICE TAKES EXTRA TIME WE ARE GETTING THE ORDERS OUT ASAP. WE HAVE LOOKED INTO UPS AND FEDEX BUT THEIR COSTS ARE QUITE PROHIBITIVE BUT WE ARE LOOKING AT THOSE OPTIONS IF CUSTOMERS WANT TO PAY THAT SHIPPING COST.
THE POST OFFICE IS ALSO NOT PROMISING DELIVERY TIMES UNLESS THEY ARE SHIPPED VIA USPS EXPRESS (RUSH). WE HAVE ALSO STOPPED TAKING INTERNATIONAL ORDERS FOR THE TIME BEING AS SHIPMENTS ARE TAKING 1-2 MONTHS TO BE RECEIVED. YOU CAN READ MORE ABOUT THIS AT WWW.USPS.COM. KENNEBUG IS VERY SORRY FOR ANY INCONVENIENCE THIS CAUSES ARE AMAZING CUSTOMERS. WE VALUE YOU MORE THAN YOU COULD EVER KNOW DURING THIS UNCERTAIN AND CRAZY TIME IN OUR HISTORY.
We have several options for shipping your purchase.
First Class Shipping $2.99
Priority Shipping $7.99
Rush Express Shipping $35.00
Our handling time still may apply. You can email us to see how quickly we can ship the item you need. Sometimes it can be shipped the next day but you must email us to find out what day it can be shipped by. Please note, during holidays the USPS will not guarantee Express delivery (usually a 1-2 day service). Priority mail is typically a 3-5 delivery time. If sent via the USPS first class (economy rate), your package will generally arrive four to seven business days after it is shipped. Most items ship within 3-4 business days. Personalized items can take an additional 2-3 days processing. You will receive an email when your order ships and information on your tracking number. You can also log into your customer account anytime and check the status.
Customer satisfaction is a top priority. If you need your package quickly for an upcoming birthday, baptism or special occasion, contact via email and we let you know if it can be done or not as soon as possible.
INTERNATIONAL SHIPMENTS can not be promised by any date no matter the shipping method as customs has the right to hold and inspect packages which can delay the delivery. And once in your country we are no longer able to help or control how long it takes to get to your destination.
We work to process and ship you order as fast as possible. If you order an personalized item (engraved, beaded, handstamped), the order takes a few days to be shipped since it has to be made to your specifications. Even if you choose rush shipping, the item still needs to be made before it ships to you.
Most of our items are in-stock and we try very hard to keep it updated as to what is in stock and not in stock. Orders begin processing as soon as you order. Orders are shipped once the payment has been approved, then the materials are pulled from stock and began the manufacturing process and then shipping fulfillment. For a standard in stock item (non-personalized) the order will usually ship in 1-3 full business days.
After your order leaves our studio, delivery times vary according to the shipping method you select during checkout and the location of your shipping address. Please note that business days are Monday-Friday, they do not included federal US holidays. Please contact us with questions if you need something by a certain date.
Sometimes we are run out of stock on an item or a component of a personalized item and do not realize it or the manfacturer discontinues it before we can remove from oursite. If this happens we will contact you as quickily as possible to let you know and what options there are.
Sending as a Gift
We send packing slips with our shipments with no pricing information so your gift recipient will only know who it came from not how much the purchase cost.
Most of our items are shipped in either our signature kraft boxes with our logo on top or muslin gift bags with our logo. Some items come in their own special packaging from the manufacturers.
Return and Exchanges
NON PERSONALIZED items may be returned up to 10 days after they are received by you. If you need to return a purchase, we ask that you contact us within 10 days for a return number via email.
If any reason you are not happy with your purchase, please contact us via email within 10 days of receipt with the order number and we will let you know how to return the item. We issue a full refund of the purchase price (less shipping charges) via the method you paid after the item has been received back to our studio. All products returned to us are fully inspected prior to issuing a credit to your card to be sure they have not been worn or damaged before processing the credit. We do not accept any return that shows signs of wear or alteration, scratches or blemishes, or has been engraved or sized after you have received them.
Personalized items can only be returned if there has been an error on the part of Kennebug such as a misspelling or major defect in the product that was missed in the inspection process. Please be sure to check the personalization you have entered before you finish your order. We can not accept returns for items that customers have entered the incorrect personalization in the ordering process.
We require that you contact us via email before you return an item. Please contact us with any questions. Jewelry sold by Generous Gems requires special precautions when being shipped.
To return any piece purchased from us you MUST follow these steps:
1. Email Kennebug Boutique at email@example.com with order number and reason for return of item within 10 days of receipt.
2. Place jewelry inside its original jewelry box or packaging. Make sure to include all packaging, including any protective wrapping.
3. Include a copy of your invoice or a piece of paper with your order number, name on order, and contact information.
4. Place in an appropriate shipping box or bubble mailer securely. DO NOT use a standard plain paper envelope. They will get caught in the mail sorters and your jewelry will be lost. Make sure it is securely closed as well. If items are lost or damaged in transit to us we can not issue a credit.
Ship the item via a method that can be tracked (USPS, UPS, Fedex), you may need to purchase tracking services depending on the method you use. You can insure the item for the full purchase price for your protection from loss or damage at your own cost. Please keep the tracking number in your records if the item does get lost.
Once your credit is issued, it takes time for your refund to show up on your credit card depending on your issuing bank. Please note that any unauthorized, improperly packaged, or non-insured returns will be returned to sender.