Policies

HEY

We’re here for you. Shoot us an email and we’ll do our best to get back to you right away. Treat us like a fun cousin that you talk to every once in a while. You can learn about our policies by clicking on the menu to your left.

hey@alexcrane.co

Domestic

We offer free shipping on all domestic orders over $200. We ship Mon-Fri via USPS, generally within 48 - 72 hours of your order.  Please note that expedited orders must be placed before noon in order to receive the next business day. 

International

We fulfill international almost everyday. We offer two international shipping services:

1. International Priority Fully Landed Cost (4-9 business days): this service covers all shipping costs door-to-door, including all customs and duties. We pay customs on your behalf to ensure there are no delays in delivery. 

2. International Priority Customs Not Included (10-14 business days): this service only covers shipping cost. All customs and duties costs will be billed by the customs agency of the destination country.  

Missing/Lost Packages

If your package is lost in transit, please write us at hey@alexcrane.co and we'll try to track it down. With lost packages - we provide store credit or a replacement product instead of a refund.

If your package was delivered but is missing, please file a claim with USPS. Unfortunately, we can't cover the cost of replacing missing or stolen packages. 

Domestic Returns / Exchanges (non-BFCM)

We offer returns and exchanges on all domestic orders. You can return for a refund within 30 days of the ship date. You can exchange within 40 days of shipping. We are offering a $10 credit if you choose to exchange. Here’s how it works:

1. To make a return, click here.
2. To exchange for a different size, click here. 
3. We offer Happy Returns - learn more here

We do not refund original shipping cost. 

We charge a $7 restocking fee on returns.

International Returns / Exchanges

We accept returns and exchanges on all international orders within 30 days of the original date of delivery. We do not cover return/exchange shipping cost. Here's how it works:

1. Write us with your order number and the reason for your return/exchange. We will provide the return address. 
2. Ship the package back to our warehouse. 
3. We'll refund or exchange the item (minus original shipping cost) 5-7 days after we receive the return.

Exceptions

Here are some situations in which we will not accept a return or exchange:

• Items delivered more than 30 days from date of return.
• Items that have been damaged or altered in any way that would prevent them from being sold as new.
• Items purchased from a third party (i.e. not from our website)
• Items purchased on final sale (i.e the sales section of our website)