Refund policy

Have a question about the McCloud River Mercantile Company shop or an order you placed?

Check out the FAQs below including guidance on shipping for holiday orders. You can also reach using the information on our Contact Us page. Please note our response times are longer than usual given this especially busy holiday shopping season. 

What is your return policy?

We offer a 14-day return policy from the date your order arrives. 

We will accept returns on eligible, damaged or defective products for a refund in the original form of payment or store credit, minus the cost of return shipping.

Items must be in original packaging, unused, and not damaged for the return to be processed. 

Note that personal care products and face masks are not eligible for returns

Our products are often one of a kind and not eligible for return. However, we will do our best to work with you should there be a problem, although some items are simply not eligible for return. These exclusions are detailed out on individual product pages.

To start the process of your return, or if your item arrives damaged, please contact us M-F 9am to 6pm PST within 14 days of receiving your order and further instructions will be provided.

Refunds are issued once the product is received and will be made in the original form of payment. Credit card refunds may take up to 14 days to process.

Customer service hours are Monday - Friday 9am – 6pm PST. Please note our response times are a little slower than normal right now due to this unusually busy holiday season. 

Something's wrong with my order. What do I do?
We're sorry about that! Contact us and we'll sort it out.

Can I exchange an item I ordered?
We work with independent designers and makers, so we aren't currently able to process exchanges unless you receive a damaged, defective, or incorrect item.