Refund policy
You have 14 days from delivery to return an unused piece in its original packaging for a refund. Personalized pieces are the exception, because they are engraved for you and cannot be resold.
What can be returned
Any non-personalized piece, within 14 days of delivery, provided it is:
- unused, with no visible signs of wear
- in its original packaging, with any tags still attached
- complete, including every piece of a set
What cannot be returned
Personalized and engraved pieces. House signs, address plaques, bar signs, name plates, keepsake plaques, engraved glassware and anything else carrying your text, names, dates or artwork is made for you alone and cannot be returned or exchanged if you simply change your mind.
This is why we ask you to check your spelling, capitals and dates carefully before adding to cart. We engrave exactly what you type.
Personalized pieces are of course still covered if they arrive damaged, or if what we engraved does not match what you ordered. In either case we remake them at our cost.
Return shipping
Return shipping is paid by you. You can use any carrier you like. We recommend a tracked service, because we can only refund a return that reaches us.
The one exception is an item that arrived damaged or incorrect. In that case we cover the shipping both ways and you pay nothing.
If your order arrives damaged or wrong
Email support@thetangerinestore.com within 48 hours of delivery with your order number and a photograph showing the problem. Please keep the packaging until we reply.
We will replace the piece or refund it in full, including any shipping you paid. You will not be asked to pay return shipping on a damaged or incorrect item.
Natural stone is not a defect. Every slice of agate has its own banding, color and edge, so your piece will not look identical to the photograph. That variation is the point of the material and is not grounds for a damage claim, though if a piece is genuinely not what you expected you can still return it under the 14 day rule above.
How to start a return
- Log in to your account, open My Orders, select the order and choose Return. If you are returning part of an order, or have trouble starting the return, email support@thetangerinestore.com with your order number and which items you want to send back.
- We will reply with instructions, usually within one working day.
- Ship the item, in its original packaging, to:
RWW / The Tangerine Store
200 South Pemberton Road
Pemberton, NJ 08068
United States
Tel: (732) 313-0855
Please write your order number on the outside of the package. Please do not send anything back before contacting us — returns that arrive without notice can take much longer to identify and refund.
Refunds
Once your return reaches us and has been checked, we refund to your original payment method within 3 business days. Your bank may take up to 10 working days more to show the credit.
We refund the price of the returned items. Import duties we paid on your behalf are not recoverable from customs and are not included in the refund. Original shipping is refunded only where the item was damaged or incorrect.
Exchanges
The fastest way to exchange something is to return it for a refund and place a new order, so your new piece enters production straight away rather than waiting for the return to arrive.
Cancelling an order
You can cancel within 24 hours of placing your order. Full details are in our Cancellation Policy.
Questions
Email support@thetangerinestore.com. A person will answer, usually within one working day.