Shipping protection
$5 per order. Included free with every Buy 1, Get 1 order.
If your order is lost in transit or arrives damaged, we'll replace it at no cost, including your personalization exactly as you approved it.
- Arrived damaged: email us within 7 days of delivery with a photo of the damage and the shipping box.
- Never arrived: email us if tracking hasn't moved in 7 days, or within 30 days of your ship date. We'll open a trace with the carrier and send a replacement if it isn't found.
- Marked delivered but not received: email us within 7 days. Please check with neighbors and household members first. If it doesn't turn up within 5 business days, we'll send a replacement.
Lifetime warranty, no questions asked
$25 per frame. Add it at checkout.
For as long as you own your frame:
- One free replacement, no questions asked. If your frame is damaged for any reason, including accidents, drops, kids or a move gone wrong, we'll replace it once. We don't need to know how it happened.
- Defects covered for life. After that, we'll still repair or replace your frame any time it fails because of a defect in materials or workmanship, such as wood cracking or splitting, joints or the hidden door coming loose, or the hinges or built-in magnetic latch failing.
Your replacement is the same frame with your original personalization. If that frame is no longer made, we'll send the closest one we make. We cover shipping both ways.
What it doesn't cover
- A frame that's lost or stolen (the warranty replaces a frame you still have)
- The fingerprint lock and other electronics, which keep their own standard warranty
- Anything stored inside the frame
Who it covers
- The original purchaser, for each frame the warranty was bought for. It isn't transferable.
- "Lifetime" means for as long as you own the frame.
How to file a claim
- Email Support@rootedinrefuge.com with the subject line Warranty claim or Shipping claim.
- Include your order number and a photo of the frame, so we know which one to make.
- We'll reply within 2 business days. If we need the damaged frame back, we'll email you a prepaid label. Please don't send anything back before we ask.
The fine print
- This is in addition to our return policy. It doesn't replace it.
- This warranty gives you specific legal rights, and you may also have other rights that vary from state to state. Nothing here limits any rights you have under the law, including implied warranties.
- The terms that apply are the ones posted on the date of your order.
- Questions? Email Support@rootedinrefuge.com. Rooted In Refuge