Refund Policy

30-Day Money-Back Guarantee

Every CrossingCraft order is covered by a 30-day money-back guarantee. Your 30 days start the day your parcel is delivered, not the day you order. If you're not happy with it, we'll make it right.

How to Start a Return

Email hello@crossingcraft.com with your order number and the reason for the return. We reply within 1 to 2 business days with return instructions and the return address. Please don't ship anything back before you hear from us.

Return Requirements

  • Requested within 30 days of delivery
  • Unused and in its original packaging, with all accessories included
  • We may ask for a photo if the item appears used or damaged

Damaged or Defective Items

Please inspect your order when it arrives. If it's damaged, defective, or incorrect, email hello@crossingcraft.com within 7 days of delivery with your order number and a photo or short video of the issue. We'll send a free replacement or issue a full refund, and you won't need to send the damaged item back.

Refund Timeline

Once we receive and inspect your return, we issue your refund to the original payment method within 5 to 7 business days. Your bank or card issuer may take a few additional days to post the credit. If more than 15 business days have passed since your return was approved, contact us.

90-Day Warranty Add-On

If you added the 90-Day Warranty, your set is covered against any manufacturing defect for 90 days from delivery. Contact us with your order number and a description of the problem and we'll replace the unit free of charge.

Shipping Protection Add-On

If you added Shipping Protection and your package is lost, stolen, or damaged in transit, we reship your order at no cost. Claims must be submitted within 30 days of the expected delivery date.

Exchanges

The fastest way to exchange an item is to request a return and, once it's approved, place a new order for what you want instead.

Non-Refundable

  • Mystery Gift add-ons, which are final sale once shipped
  • Shipping Protection and 90-Day Warranty add-ons
  • Items returned outside the 30-day window without prior approval

Return Shipping

Return shipping costs are the customer's responsibility unless the item arrived damaged or defective.

Questions

We answer every message, usually within a day. Reach us at hello@crossingcraft.com.