FULFILLMENT
This website, Nancy McKeown | Pine Needle Basketry (herein referred to as “us,” “we,” and “our”) offers both handmade basketry items and print-on-demand products. Handmade basketry items and supplies will appear on the Shop page when they are available, and will be shipped from the Mariposa, California studio separately from print-on-demand products.

For non-handmade items (print-on-demand products), orders are produced on demand and shipped to the address you specify on your order, from one of two locations in the USA (California or North Carolina), depending on destination, the product ordered, and packaging required. Some products might be shipped separately. For example, mugs are shipped separately from other products, such as t-shirts, aprons, or totes. Each item shipped may have different delivery times. Tracking numbers for each are provided.

You select the shipping method you would like at order checkout from the options available for your delivery address. See Delivery Times, below, to determine the best choice for your needs and/or budget. Currently, orders are not accepted if the ship-to address is outside of the USA. This may change in the future—check back often!

Your order may have a billing address that is different from the shipping address, but the system allows only one shipping address per order: please plan accordingly, and be sure the ship-to address is correct. When your order is shipped, tracking information is available to you by accessing your My Account page.

If an item in your delivered print-on-demand order is defective or otherwise not what you ordered, please contact us via the form on the Connect! page WITHIN 30 DAYS of the order’s original shipping date for return authorization after explaining the issue (the sooner the better!). Claims cannot be accepted after 30 days from the shipping date.

Returns due to damage or errors—without prior authorization— will be disposed or donated with no further action. Please be sure to contact us before returning any defective or damaged items so that the claims process can be as smooth and painless as possible for us all!

Returns for exchanges can be returned as per instructions, below. Refunds are issued to the original purchaser’s payment method only. This process protects customers from anyone else (including us!) gaining access to any customer’s credit card information—all of the information is processed through a secure payment gateway. For this reason, I am unable to manually enter credit card information for either refunds or exchange orders, or take orders by phone.

ESTIMATED DELIVERY TIMES
Available handmade items are shipped within 1-2 business days via USPS Priority Mail or First Class. A tracking number will be provided to you.

Non-handmade products are custom-produced and created on demand especially for you only when your order is placed. Please allow extra time for deliveries during peak holiday seasons. It takes about 2-7 business days to create apparel products (t-shirts) and 2-5 business days for non-apparel (mugs, etc.) products. Add the shipping times to these fulfillment estimates to get a final delivery date estimate. Speed and costs depend on product type and destination. Most orders are shipped within 3 business days or less.

All shipping estimates should be added to the fulfillment times to get an idea of the final arrival date estimated for your order.

  • Flate Rate (Standard) (after fulfillment, 3-4 business days)
  • Standard with CO2 offsetting* (after fulfillment, 3-4 business days)
  • Express (after fulfillment, 1–3 business days)

*Profit from this shipping option will go to Native and be used to fund projects that reduce carbon emissions. By choosing this option for your order, you will offset all emissions associated with blank product manufacturing, fulfillment, shipping, and expected product care.

All shipping estimates should be added to fulfillment times listed. Keep in mind that these are estimates only;  issues with carriers or fulfillment are not necessarily within our control.

If tracking shows that a package was delivered, but you claim it was never received, there is, unfortunately, nothing more that we are able to do from this end. Please check with neighbors, the carrier, your local post office, and other areas of your premises where a package may have landed. “Porch thieves” are always a possibility as well: monitoring tracking of your package will give a good idea of when to expect a delivery.

RETURNS: PRINT-ON-DEMAND ORDERS
If an item fails to meet your expectations, you may return or exchange any unworn, unwashed, odor-free (no smoke, animal, or other odors present), or defective merchandise within 30 days of the original shipping date for an exchange per details, below, or, a refund issued to the original payment method.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received a wrong item, so that the issue can be evaluated and it can be made right by issuing a refund, or replacing an item. You must contact us within 30 days of the order’s original shipping date or sooner—via the form on this website’s Connect! page—for return authorization after explaining the issue (the sooner the better!). Defective/incorrect returns without prior authorization will be disposed of with no further action. Please be sure to contact us before returning any defective or damaged items so that the claims process can be as smooth and painless as possible for all!

Refunds to the original payment method are only issued when your return is received. The fastest way to exchange an item is to immediately place a new order. Because non-handmade, print-on-demand products are only produced when an order is received for them, all exchanges are processed as new orders. Refunds are only issued for the returned item’s original order value, to the original payment method, excluding shipping charges incurred—eventually balancing against the new charge when your bank posts the credit to your account.

Gift Returns: You may return a received gift for exchange, but additional shipping charges and any greater difference in product value will be invoiced separately via the email you provide. Once the invoice is paid via the link provided with the invoice, the exchange order will be processed as a new order. Refunds can only be issued to the original purchaser’s payment method. This process protects customers from anyone else (including us!) gaining access to any customer’s credit card information—all of the information is processed through a secure payment gateway. For this reason, we are unable to manually enter credit card information for either refunds or exchange orders.

  • If you require a product that is of lesser value than one you are returning, the difference in price, excluding shipping costs, can only be refunded to the original form of payment.
  • If you require a product of greater value than one you are returning, the additional shipping charges and any greater difference in product value will be invoiced separately via the email address you provide. Once the invoice is paid via the link provided with the invoice, the exchange order will then be processed as a new order.
  • If a problem with your gifted item is a fault at this end (defective, damaged, or incorrect item sent), please contact me directly and immediately via the form on the Connect! page and let me know before returning any items: an expedited replacement for you may be possible. Claims will not be considered after 30 days from the original shipping date of the order.

Wrong Address: If you provide an address that is considered insufficient or invalid by the carrier, the shipment will be returned to the fulfillment partner, usually in North Carolina, sometimes in California. You will be liable for reshipment costs once an updated address has been confirmed with you via the email address you provided when the order was placed. The package will be disposed of (usually donated to charity) without further action if we do not hear from you within 30 days of the original shipment date.

Unclaimed: Shipments that go unclaimed are returned to the printing and fulfillment partner. You will be liable for the cost of any reshipment. However, we must hear from you within 30 days of the return notice date (you will receive an email). After 30 days from the return notice, the package will be disposed or donated without further action and reshipment will not be possible.

Returned/Refused by Customer: You must contact us before returning or refusing a shipment at point of delivery. If a package is refused at its destination, it is returned to the fulfillment partner (not us!), and will be disposed without further action. If we hear from you within 30 days of the original shipment, it may be possible to re-ship the item at your expense. Since every on-demand order is custom-produced as it is received, we cannot refund orders for reasons such as buyer’s remorse or customers’ ordering mistakes (size, etc.), or missed event deadlines (estimated fulfillment and delivery times are clearly spelled out on this page—please plan accordingly).

EXCHANGES: PRINT-ON-DEMAND ORDERS
For any size or color exchanges, a new order would need to be placed, and the original item returned to us directly (address below), as per instructions and policy stated on this page (unworn, unwashed, and without any odors such as smoke, animal, etc.). A refund would be issued once the original item is received and inspected at either of the address below, which would eventually offset charges for the exchange/new order placed, excluding shipping charges incurred.

RETURNS: HANDMADE ITEMS
It is always hoped that you will love your handmade item, a labor of love and a gift from nature. If an item fails to meet your expectations, you may return it to either of the addresses below, insured for the value originally paid. Once received and deemed to be intact and in its original state, a refund to the original payment method will be issued. Please allow 7-14 business days for a refund to post to your account, depending upon your bank’s policies and procedures.

INFORMATION REQUIRED to PROCESS RETURNS
Please include the following information with your return:

  • Original Order number and/or Date
  • Original Order Purchaser (billing) name (and Ship To name if different from billing)
  • Address (billing & shipping if applicable)
  • Phone
  • Email
  • Item returned
  • Reason for return
  • Indicate refund or exchange requested

Please send returns for exchanges/refunds via US Postal Service/Insured to:

Nancy McKeown | Returns
PO Box 2018
Mariposa, CA 95338-2018
USA

Or, via other carriers who require a street address:

Nancy McKeown | Returns
5109 Jessie St., #2018
Mariposa, CA 95338