Shipment Insurance:
Insurance plays a vital role in keeping your purchase safe. We suggest that both domestic and international customers purchase insurance on their orders/shipments to insure the full value of their purchase price, especially if your order is over $200 in value.
When you purchase insurance, the full value of your order will be covered 100% if there are any issues such as damage in transit or a lost order.
How Are Insurance Claims Handled?
If an order covered by insurance is lost or damaged, we will file a claim with the insurance provider and will work with the insurance to get the claim approved.
This process can take up to 5-15 business days to be completed.
Disclaimer: Some insurance claims may be resolved sooner or later than the estimated timeframe, depending on whether or not additional information is required. You can help speed up this process by providing pictures of any damaged packaging and items inside.
Once your insurance claim is approved, we can either issue a full replacement or a refund. This process can be made faster by providing your preferred resolution at the time of reporting the lost or damaged package.
To file a claim, please reach out to us at info@rmleathersupply.com with your order number, whether or not the order has been delivered, or if the order arrived damaged along with any pictures you may be able to provide to help streamline the claim process.
What if I Don’t Buy Insurance?
While we encourage all customers to purchase insurance for their orders, especially if their order value is over $100, you can still place your order without insurance.
Please note that if your order is lost or damaged and you have not purchased the insurance protection, we release all monetary responsibility to the customer.
However, if you opted not to purchase the insurance, we will still do everything in our power to help you track down lost, damaged, or stolen packages.
How Are Non-Insurance Claims Handled?
If your order is lost or damaged in transit, please reach out to us at info@rmleathersupply.com with your order number, whether the order is lost or damaged, and any supporting pictures of the packaging and item inside.
Once we have received all of the required information, we will contact the shipping carrier directly to submit a claim. This process can take up to 30 days for the carrier to investigate and provide a resolution.
If approved, the carrier will reimburse up to their claims limit, often covering just $100 or less in the claimed value of the package.
Remember, due to the restrictions of the carrier’s coverage for lost and stolen packages, we urge all of our customers to purchase shipping insurance to help protect their investment!
Handling (Processing) times:
Processing timeframes are the time between when your order is placed and when the order is fulfilled and picked up by the carrier. Most of our products have a processing timeframe of 2-4 business days.
Can you process the order faster?
In some cases, we can process orders faster, for a rush processing fee of $5.00 for orders that do NOT include leather splitting or $10.00 for orders that include leather splitting.
To have a rush processing fee applied to your order, please contact us at info@rmleathersupply to notify us so that we can prioritize your shipment to go out the same day where available.
NOTE:
When we approve your rush shipping fee, we will send an invoice for the cost of the rush fee. This fee must be paid before we can process your order. Please keep an eye on your email for any invoices and notify us via email once it has been paid.
Our busy season may affect our ability to process rush orders. In these cases, we will notify you that we are unable to fulfill the request and will do our best to get your order shipped out as quickly as possible.
Why is my order taking longer to process?
There are certain times when the processing fee may take a little longer than our average 2-4 business days.
- Customized products
- Leather splitting (without a paid rush fee)
- Out-of-stock or delayed shipment items
- Busy season
We will always notify you if an issue arises that may cause a delay in order processing and will do our very best to get all orders shipped out as quickly as possible so you can get to crafting!
How Does Faster Shipping Affect Processing Times?
If you place an order with 2nd-day Air or faster shipping, we want to make sure you get your order as quickly as possible.
Please contact us at info@rmleathersupply.com to notify us so that we can prioritize your shipment for same-day processing.
Domestic Shipping: United States
*All orders ship from Salt Lake City, Utah, USA
Please bear in mind that all shipping times are in addition to the processing timeframe of 2-4 business days unless otherwise specified during the busy season or due to unforeseen circumstances that lead to longer processing timeframes or delayed deliveries due to carrier delays.
Free Shipping - USPS First Class
- 3-5 days in addition to handling time
- Includes Tracking, Insurance purchased separately
Upgrade - USPS Priority
- 2-3 days in addition to handling time
- Includes Tracking, Insurance purchased separately
Upgrade - UPS Ground
- 2-5 days in addition to handling time
- Includes Tracking, Insurance purchased separately
International Shipping:
All orders ship from Salt Lake City, Utah, USA
We offer shipping to all international countries worldwide. The cost of shipping will vary depending on the value and weight of each order and is calculated at checkout.
*Please read over our insurance clause.
We suggest that all international customers purchase additional shipping insurance on all orders to protect their orders from loss, theft, and damage.
USPS Priority
- 7-20+ days in addition to handling time
- Tracking is available to all countries, and insurance is purchased separately
- Import duties/fees may apply
UPS Worldwide
- 3-10 days in addition to handling time
- Tracking is available to all countries, and insurance is purchased separately
- Additional import duties/fees will apply to this option
DHL Worldwide
- 3-10 days in addition to handling time
- Tracking is available to all countries, and insurance is purchased separately
- Additional import duties/fees will apply to this option
International Shipment Fees:
*Customers are responsible for customs fees, brokerage fees, and international taxes which are not calculated at checkout. If an order is refused due to non-payment of these fees, we cannot guarantee that we will receive the item back in our warehouse. Many carriers will dispose of international orders that have been refused. In these instances, we are not able to issue a refund or a replacement.
Before placing an order, review your local tax laws, and international duties, or contact your local customs department for additional details. All international orders will include tracking information so that you can keep track of your order throughout transit.
Shipment Notification and Tracking:
After your order enters the processing phase and is printed for our warehouse, you may receive an email notification containing your tracking number. Although we aim to dispatch orders on the same day, they may not be picked up by the carrier until the following day.
Once tracking is created and scanned by the carrier, it may take 24 to 48 hours for the tracking to update, and in some rare cases, may take up to 72 hours to reflect any substantial movement on ground shipments.
Shipping Problems:
Order Lost in Transit:
Order is still within the shipping timeframe:
If your order is still within the shipping timeframe and has shown no movement after 72 hours of the shipping notification, please contact us at info@rmleathersupply.com for an update. In most cases, the carrier may have missed a scan or they are waiting for it to reach the next hub to make the scan.
We will look into the status of your order and will either work with our warehouse or carrier to locate the shipment.
Order is outside of the shipping timeframe:
If your order hasn’t been delivered and it is outside of the estimated delivery timeframe, please contact us at info@rmleathersupply.com with your order number.
If you purchased insurance we will file a claim with the insurance provider and can either offer a replacement or a refund.
If you have not purchased insurance, we will file a claim with the carrier and may be able to help you recoup up to $100 of the claimed value of the purchase. * We are not able to guarantee coverage for uninsured packages and you resume all monetary responsibility in the case of loss or theft.
Note: International orders may experience some delays due to customs. While we do everything in our power to get international shipments to you within the listed timeframe, some delays are out of our control.
If your country requires customs duties, fees, or brokerage costs to be paid, you can contact your country’s customs agency to pay this fee, or you may receive a call or email to pay the fees before delivery.
My Tracking Hasn’t Updated:
If your tracking hasn’t been updated within 72 hours after it has been picked up by the carrier, we ask that you please allow a couple of extra days for the carrier to scan the package. In rare instances, carriers may recycle tracking numbers or the shipment may miss a scan during the delivery process.
If you still haven’t received an update to your tracking after 4-5 days or if the delivery date is close, please contact us at info@rmleathersupply.com with your order number so we can get in touch with the carrier for an update on the status of your package.
NOTE: International shipments may take longer to show progress. This can be due to a lack of scanning between the time of pick up to the time it reaches US customs and the international country you are having your order shipped. We ask that you please allow a little additional time on international orders to show shipping progress.
Tracking Shows Never Picked Up:
If your tracking misses its initial scan and shows that it was never picked up, please contact us at info@rmleathersupply.com with your order number so we can work with the carrier and our warehouse to locate your order.
We will do everything in our power to locate your order and ensure that you receive it promptly.
My Package Was Damaged:
If your order arrives in a damaged box or if the contents arrive damaged, we ask that you please contact us at info@rmleathersupply.com with your order number, photos of the package, and the contents, focusing on any damage that may have occurred.
If you purchased insurance, we will submit a claim with the insurance provider using the photos provided of the damaged goods. Once the claim has been completed, we can issue either a replacement or a refund.
If you did not purchase insurance, we will submit a claim with the carrier in an attempt to get any damage up to the covered (usually $100) amount. Please note that we are unable to guarantee coverage on any uninsured packages.
My Order Says Delivered But It’s Not There:
If your order has been marked as delivered but cannot be found, there are a few steps that can be taken to try to locate the package.
- Reach out to your nearest neighbors to see if your package was misdelivered. In rare instances, a package may be misdelivered by the carrier or left with a neighbor if the carrier doesn’t feel that leaving the package is safe.
- Check around the sides of your home or other more obscure areas to see if the package was hidden by the carrier.
- Check any cameras that you may have to see if the package was delivered by using the time-stamped delivery timeframe on the provided tracking. This will help determine if the carrier delivered the package to you if the order was stolen, or if the package never arrived.
If you still cannot find your package, we ask that you please contact us at info@rmleathersupply.com with your order number and the reason for contact such as if your order was stolen or if the carrier never showed up to your home to deliver the package.
If you purchased insurance, we will submit a claim with the insurance provider using the photos provided of the damaged goods. Once the claim has been completed, we can issue either a replacement or a refund.
If you did not purchase insurance, we will submit a claim with the carrier in an attempt to get any damage up to the covered (usually $100) amount. Please note that we are unable to guarantee coverage on any uninsured packages.
Missing Items:
If you received your order but something is missing, we ask that you please email us at info@rmleathersupply.com with your order number and a picture of the full packing slip and contents of the package so that we can determine what may have caused the item to not be included in your shipment.
If we find that the item is missing from your order and cannot direct you to where it can be found in the package, we will work with you in issuing a replacement or a refund of the missing item.
