First of all, thank you for choosing CairnMyLife, a small business, owned/operated only within the US! Your support means the world to us!
We offer a 14-day REPRINT policy.
And We Correct Our Mistakes!
QUICK REMINDER RE: MULTIPLE PARCELS
Please don't be alarmed if your order arrives and appears incomplete. If you ordered several TYPES of items, you will likely receive multiple parcels and some ship faster than others.
Please begin by checking your Tracking number(s) first, from your confirmation email. Then, if all of your items do not arrive within 14 days, please reach out to us from the email address you used to order from our site, with the email subject "SUSPECT LOST PACKAGE" and include your ORDER # so we can assist you.
DIGITAL GOODS POLICY
By nature, these purchases are not eligible for returns/refunds.
14-day Reprint Policy
PRINTING ERRORS / REPRINT REQUESTS
Our printing partners claim that approx. 1-in-1000 items will have a graphic that comes out off-centered or blanket-print has a ripple or ink gap and is missed by their quality control checks. If this ever happens -- and it hasn't yet! -- we'd like the opportunity to make it right, and hope you'll accept our sincere apologies in advance. We trust our printing partners just like you trust us, so if we/they make an error, we're happy to try to make it right for you and appreciate your patience as we work with them to justify the refund/reprint.
Also, we really appreciate you taking the time to shop our store, and are grateful you took the time to make us aware of things not being executed as well as we hope/expect by our printing partner(s). THANK YOU for giving us the opportunity to make things right if you've experienced any printing mistakes, before leaving a negative review.
YOUR STEPS: Simply send us picture(s) of the error as soon as possible after receiving the item, and we will do our very best to get you a reprint sent out ASAP! Simply email us within 14days of delivery, so we can handle this before our printing partner's reprint window of 30-days closes. Include the following info, emailed to: orderhelp@cairnmylife.com
- subject line: "REPRINT REQUEST"
- send reprint requests from the email address you used for the original order
- include the Order #
- include a brief explanation of the problem, and what resolution you're requesting
- include Well-lit Close-up images of the issue
- include pictures of all labels, QR codes or Stickers that the printer might have placed on the items (We're told this helps the printer to track where/how their mistake might have occurred.)
OUR STEPS: We'll get to work coordinating a reprint with our printing-partners to get the reprint approved as quickly as possible. (Since we've never had it happen we can't promise yet exaclty how long it will take to reprint and reship to you, but likely under 10 days.) You have our sincerest apologies when these printing errors happen. We hope it's reassuring to hear that statistically speaking, printing/packaging errors like these are not the norm -- only occuring on average 2-4%. But, you have our sincere apologies if this occurs on YOUR order, as we value and appreciate each and every customer. So we'll do our very best to work with the printers to make sure a reprint gets to you ASAP.
We're happy to assist in resolving this, and appreciate you reaching out to us before leaving a negative review. Thank you also for your understanding and patience since these mistakes will take time to execute and reship. We want happy customers, not disappointed ones. So we appreciate when you tell us quickly if printer mistakes occur and we THANK YOU for giving us the opportunity to make things right if you happen to experience these types of printing mistakes.
PACKAGE PROTECTION
We strongly recommend adding "Package Protection" to guard against shipping issues. We recommend it for:
- all gift-orders to make sure the recipient has a positive experience even if their package gets stolen,
- for all items over $100 value, or
- if you live in an area where porch-theft is common
Delivery issues are far too common and occur when packages statuses say "Lost" or "Damaged" or "Temporarily Lost" which tend to occure during peak-seasons, like year-end and MothersDay.
With PP in place...WE are the party able to make it right, FAST.
Without PP in place... only the carrier can help, and our team's options to assist you are hampered as the delivery service(s) are responsibile to you once your items move into their custody after leaving our partner facilities. (You would need to contect them directly for Lost/Damaged/Stalled package statuses.)
What's covered: For customers who added Package Protection to your overall order, all items showing a Negative status are protected against:
- LOSS
- DAMAGE
- PRINTING ERRORS
Replacements are granted as Instant Store-credit equal to the cost of the item(s) that are lost or damaged, so the customer can reorder the lost goods at no cost.
YOUR STEPS: To redeem your Package Protection, simply send us the pertinent screenshot of any notification of a negative Delivery Status. Please use the email address you used for the order, and use the email subject: "REDEEM PACKAGE PROTECTION" for the fastest remedy. Or, alternatively, you can simply forward the Notfication you received to us, at: orderhelp@cairnmylife.com.
**Please note that Package Protection is not "insurance" exactly, so the compensation is limited to the package's total value.
**Please be reassured that our printingpartners have not lost a package yet, so you have our sincere apologies if yours is the first.
**Refunds for lost packase as chargebacks are not issued, in case the items ARE finally received by you. This enables the customer to do the right thing and forego redeeming the Store Credit/Discount-code. Refunds in cash/chargeback also can take much longer to process than Store Credit, which is nearly immediate. So Store Credit as the Protection method emables us to make these sorts of things right the fastest!
CANCELLATION REQUESTS
We strongly encourage you to double-check all aspects of your orders before submission! Cancellations are occasionally possible, but not always.
Our printing partners' policy is that "Cancellation requests MUST be received before the order tracking status has changed by them to "In Production.'" So if you've made an mistake in ordering that you'd like to correct, you must email us as quickly as possible -- and even then it's not guaranteed that they can halt production in time.
YOUR STEPS: Act fast and give us all the detail we'll need to assist you. When you email us, you must include ALL these items for us our attemtps at cancellling to have a chance at being successful. Include the following info, emailed to: orderhelp@cairnmylife.com
- Use email subject line "CANCELLATION REQUEST"
- Email us from the email address you used for the order
- include the Order #
-
include Reason for the cancellation
OUR STEPS: We'll attempt to coordinate with the printing partner to get the item stopped/altered before proceeding. If it has indeed gone into “In Production” status, our printing partners warn us they even have trouble changing the "address line" in time for shipment at that point -- let alone cancelling the item. So please do act fast!
** Other costs in the order (like shipping costs, gift-wrapping or package protection) cannot be refunded since those services were performed in printing & delivering your order.
**Once it's in production, there's almost nothing that can be done to reverse/cancel the order from being finished and shipped. Production & Shipping processes are too-heavily automated from that point onward to pull it off, and not risk messing up others' orders. So please, double-check every detail of you order.
EXCLUSIONS
Customized/Personalized Goods
These purchases are not eligible for Returns or Refunds since they were made just for you and are personalized such that they're no longer useful to others and usually cannot even be donated.
**If there was a Quantity error, as in you received the wrong numbers of iems, or our 3rd party supplier/printer made a Printing error, please contact us ASAP so we can try to coordinate a reprint for you with the printer as swiftly as possible. Please reach out within 14 days at the email address below so we can try to get them to act before their Reprint window closes.
Global & European Sales not available at this time.
We apologize, but if you are trying to place an order and are in the European Union, we do not sell to the EU, in part, due to their unjust 14 day return policy requiring mandatory returns without just cause or any cause at all. Since we do not have our own warehouse and are a small company, this policy is simply not feasible for us at this time. (We do hope to open up shopping to Canada and Mexico at some point in the future.)
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* CARRIER ISSUES *
WHILE PRINTING ISSUES ARE UN-COMMON,
SHIPPING ISSUES ARE COMMON.
Issues beyond our Control:
We do not off refunds/returns/exchanges/remedies for errors that occur on the part of the carriers while your items are in their custody unless you purchased addiditonal Purchase Protection so WE can retain the right to be the party to make it right. That said, please email us at "contact@cairnmylife.com" to notify us that you experienced a shipping failure or we would otherwise never know. Sometimes we can try. topetition our printer to offer you a reprint, since they selected the carrier service -- but cannot guarantee they'll agree). To ask us to try that route, please email us that request at "OrderHelp" email address, from the email address you used on the order, using the email subject: "LOST/DAMAGED PACKAGE NOTIFICATION" and include your ORDER # for us to begin making inquires on your behalf. We can try to make inquiries, however, we do not guarantee any favorable outcome, espeically in the case of stolen packages.
Errors we've heard of occurring include:
"Stalled Tracking Updates": This wording tends to mean they carrier has likely lost the parcel (which our refund policy does not cover). We've also heard of the status stating "Delivered" despite you saying it has not been, which severely limits any remedies available, because Printers and Carriers alike usually take that to mean it was delivered successfully. If this has occured, you'll nee to pursue a claim with the carrier directly, since the failure was theirs. We appreciate your understanding as we are limited in our role to assist with Stolen/Damaged packages if you did not purchase "Package Protection" from us.
Stolen Packages :-[
While you have our sincerest apologies for having this violation of trust occur, criminal activity needs handled by you and the police. Package theft is far outside of any company or carriers' domain.
RSometimes remedies can be offered by the shipping company. For USPS, you could *TRY* to first initiate a "Missing Mail Search" with them. If it's a different carrier or you've tried that and waited the specified number of days, try Filing a claim form with them. The info they’ll need you to send them can be found inside the email with your Tracking Information.
For reporting purposes, please also EMAIL US to inform us these things have occurred, using the email subject "STOLEN PACKAGE NOTIFICATION" so that we know it's happened, and so that we can forward the complaints on to our printers. Otherwise, no one is even aware that the Shipping carrier failed to keep their promise and/or failed you in carrying out their duties. While it's kind of irrelevant who selected the carrier of your items, please realize that it was not us -- the production facilities make that selection based on the carriers with the best deliverability metrics and carrier delay times, etc and they decide which one they'll trust. That said, we sincerely apologize we can't offer refunds for these errors. We are just not a big enough company to absorb these losses, like the Walmarts or Targets of the world.
**Again, for ALL these reasons, we strongly recommend purchasing Package Protection if you live in an area where this occurs, or are purchasing an item over $100, or for gift-orders, so that making things right IS within our power. Purchasing the protection directly through us means WE make you whole -- and quickly, through an Instant Store-credit.
We've heard from other sellers we know that sometimes tracking updates will tell you the package may just simply be "stalled" or "missing temporally". In these cases, shipping sometimes just needs re-tried/re-initiated. If this is the case for you, try to act fast and VISIT your local post office to complain, as you might be able to retrieve the package locally. We've heard that sometimes carriers will simply "Return to Sender" which would be the printing facility (not us) and their policy is usually to destroy or donate any goods returned to them :( Worse, we've heard that some shipping carriers, instead, just destroy the package if it goes unclaimed at their local pickup location. So I hope we've outlined above why it is VITAL for you to act quickly, and call them directly to do a "Missing Package Search" ASAP if you see your tracking updates stall out. Also, know this: they'll listen to you and your desperation as the unhappy customer more than us, as it was you who paid for shipping.
After you've made your calls and figured out what's what on your end, as far as the items you wished to order from us goes, simply inform us of your decision as to whether you have decided if you would like to still receive the items or cancel the order altogether due to their mistakes. We understand if you've soured on the order due to their poor service. You won't hurt our feelings that you wish to cancel the order; we totally understand. We feel SO bad, and just as powerless, when things like this go wrong, and worse, the shipping companies nowadays offer up no explanation sometimes! It can feel maddening to deal with these Goliath-size companies.
NOTE: If the reason for the error was an "Undeliverable Address": We've heard that for "Undeliverable Address" errors, it usually means your mailbox was full or blocked by cars, etc, and that the shipping carrier sometimes hold the parcel for a day or two for it to be claimed in-person. So act fast and you may be able to retrieve it locally. We've heard that this error can also mean that the address is a bad address within that shipping company's software system (think like getting direction in Mapquest vs. Google Earth, different systems recognize different formats). If this is the error you're receiving, please decide how you'd like to process and just let us know if you decide you still want the item(s). If you do, you must use a completely NEW address. **It CANNOT be the same address that was originally entered which caused the issue. We've heard it will simply fail again. Perhaps try asking a close friend or kind neighbor to agree to receive it for you. If you try to use the same address, the order will automatically be rejected. We sincerely hope this additional info help you in some way since we can't be held liable for these types of situations well beyond our control or responsibility.
CONTACT INFO:
For pre-purchase product questions, email us at hello@cairnmylife.com.
For order-related issues, email us with the specified subject line above at orderhelp@cairnmylife.com.
