Roland Hooks

Shipping
Shipping rates are for the continental US only. Please contact us at shopkeeper@lostine.com if you would like to arrange for shipping outside the US. All requests for international shipping are subject to approval.

We make every effort to ship orders within 7 business days ( We do not ship on Saturday, Sunday or holidays). Please allow 10-15 days for your order to arrive. This may change during peak times. Lostine is not responsible for service transit times. All orders are otherwise shipped UPS.

Expedited shipping rates requested after 2 pm EST will be processed the next business day.

International Shipping
International orders are subject to duties and taxes determined by the country to which they are shipped. These fees are the responsibility of the recipient to pay upon delivery. Orders refused at the point of delivery will incur return shipping charges, as well as a restocking fee equivalent to the duties and taxes levied upon the original shipment.

We are required by law to list directly on the package the full retail value of items ordered and contained therein. We cannot mark any package as a gift to avoid customs and duties fees. On rare occasions, customs agents may delay the delivery of, open, and/or examine the contents of packages at their discretion. For more information on customs fees and procedures, please contact your local customs office.

Oversize Items
Heavyweight, over-sized and freight items will be noted on the product pages. Please contact us at shopkeeper@lostine.com for a shipping quote on these items.

Signature Required
Any order with a value of $500 or more may require a signature for delivery.

Shipping to a Warehouse or Storage Facility
All customers and clients shipping to a warehouse or storage facility must sign our warehouse & storage agreement.

Lostine requires that all shipments be inspected and approved within 48 hours of receipt of merchandise by the client or the warehouse facility and to alert Lostine of any damages or discrepancies within that time. Lostine will not be held responsible for any damages or discrepancies after the 48-hour time period.Lostine is not responsible for any damages that occur while in the care of a warehouse or storage company.

Sales tax
We collect 8 % Philadelphia Sales tax on orders shipped in Pennsylvania.


Returns & Exchanges
Our return policy is valid for 14 days after you receive your order. If 14 days have gone by since you received your order, unfortunately we can’t offer a refund or exchange.

To be eligible for a return:
You may submit a return request here, and we will be in touch within 24-48 hours with an Return Authorization number and return instructions.

Start a Return
Only items with a Return Authorization number printed clearly on the outside of the box will be accepted for return or exchange.

Your item must be unused and in the same condition that you received it. It must also be in the original packaging.

All damage claims must be made within 48 hours of receipt of an item. Please inspect your items immediately for damages and contact us for a return authorization number and a replacement order.
Shipping damages must be recorded with photos of the condition of the box in order to file a UPS claim.

Not eligible for return:
Several types of goods are exempt from being returned. Furniture, ladders, Barn Brooms and Broom Holders, fine art, vintage and one of a kind items may not be returned. Perishable goods such as food, flowers, newspapers or magazines may not be returned.

No refunds, exchanges or credits will be issued for these items. Please email us if you are interested in purchasing a vintage item and have questions about the item. All vintage items are represented as clearly as possible.

Custom furniture orders may be subject to a restocking fee or in some cases may not be refundable.

Additional non-returnable items:
Gift cards
Some personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, a refund will be processed, and a refund will be applied to your credit card or original method of payment, within a certain amount of days. If using our UPS return labels, the cost of return shipping will be deducted from the final refund. Original shipping costs are non-refundable.

There are certain situations where only partial refunds are granted: (if applicable)
Books with obvious signs of use.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at shopkeeper@lostine.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shopkeeper@lostine.com. We will issue you an RA# for the return and release your replacement item as soon as it is received in our warehouse.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will be notified of the return.

Shipping Your Return
You must have a return authorization number.
You may use our UPS return label system, or you may use your own shipping method to return your items.
You will be responsible for paying the shipping costs for returning your item. If using our UPS return labels, the cost of return shipping will be deducted from your total refund. Original shipping costs are non-refundable.

Depending on where you live, the time your exchanged product takes to reach you may vary.

If you are using your own shipping method to return an item to us, we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

When returning an item to our warehouse, please pack with care to prevent any damage during shipping. Any return that has been damaged in the return shipping to our warehouse may not be eligible for a full refund and will be charged a restocking fee.

Thank you for shopping with Lostine!

Formal Certificate of Express Limited Warranty

This is a legal agreement (“Agreement”) between Lostine and the primary user identified below, whether you are an individual, a legal entity or the company or corporation you are employed by or work for.

Details of Limited 90-Day Warranty

A. Lostine offers a limited warranty of ninety (90) calendar days. All Products are considered to be in good condition and error free when purchased unless, within two (2) calendar days of Product delivery or pick up to the shipping address on record, the Client reports a material Defect or Order error via email to the Client’s assigned Lostine Salesperson or the Lostine Sales Team (shopkeeper@lostine.com).

Client or its agent should inspect all deliveries immediately upon delivery or pick up, and should make note of any damage to boxes when signing for Product deliveries. No replacements or refunds will be given for Products moved or re-shipped after delivery to the shipping address on record.

Defective Products and Products delivered in error may be returned to Lostine only after obtaining a Return Authorization Number from Lostine.

The Lostine Contact Team will arrange for pickup of affected Products. If Lostine determines after inspection that such returned Products contain a material Defect, Lostine will, at Lostine’s option, repair or replace the Products free of charge and will re-ship, redeliver, or make the Products available for pick up in the same manner as the original order. If Lostine determines that such returned Product was delivered in error, Lostine will correct such error and re-deliver the Product ordered to Client. “Defects” are defined as imperfection in material or workmanship that will impair the use of the Products.

B. If after inspection any such returned Product is determined by Lostine to qualify for this repair or replacement policy, Lostine will, at Lostine’s option, repair or replace the Product free of charge. This repair or replacement policy is limited to Client (and not any third-party user or purchaser), and is conditioned on Client providing a valid proof of purchase. This repair or replacement policy does not cover:

(i) Defects caused by improper product storage, handling, assembly, installation, maintenance, or use;

(ii) Defects occurring to the Products after purchase due to Product modification, intentional damage, accident, misuse, abuse, or negligence;

(iii) Any condition resulting from incorrect or inadequate maintenance, cleaning or care, rental, contract trade, or commercial use.

(iv) normal Product wear and tear due to age and/or use;

(v) labor or assembly costs; or

(vi) variations of color or texture in Products made of natural materials (e.g. wood, leather etc.)

(vii) Any condition resulting from / other than ordinary residential wear or from any use for which the product was not designed.

(viii) Dissatisfaction due to buyer’s remorse.

C. PLEASE REVIEW CAREFULLY
The above repair or replacement policy is the Client’s sole and exclusive remedy and sets forth Lostine’s sole obligation to Client regarding the Products. Lostine disclaims any and all assurances (whether express, implied, statutory, or otherwise) relating to the products provided by Lostine, including, but not limited to, any implied assurances of merchantability, fitness for a particular use or purpose (even if the particular use or purpose is disclosed to Lostine in advance), or non- infringement, and any assurances that may arise from course of dealing, course of performance, or usage in trade.

D. USE OF PRODUCTS WAIVED FOR COMMERCIAL USE
Lostine supplies Products for Client’s Commercial Use (e.g., use in hotels, restaurants, bars, commercial ancillary spaces, public indoor and outdoor amenity spaces). Client shall disclose to Lostine in sufficient detail, Client’s intended, anticipated, and foreseeable use of the Products (“Intended Use”). If Lostine determines, in its sole discretion, that the Products desired by Client are not suitable for the Intended Use and Client nevertheless purchases the desired Products, Client acknowledges that any warranty is null and void. This Commercial Use Waiver confirms that Lostine has advised Client that it does not recommend use of the Products in a commercial setting.

The Client acknowledges and agrees that Lostine cannot represent and does not represent that the Products are suitable for Commercial Use.

Client accepts and assumes the risk of all property damage, personal injury, or death resulting from the Commercial Use or misuse of the Products by itself and any third parties, including, but not limited to: losses, liabilities, demands, penalties, judgments, damages, costs, and expenses resulting from any and all claims, demands, actions, and other proceedings brought by or on behalf of itself or any third party. In no event shall Lostine be liable for any incidental, consequential, special, punitive and/or indirect damages, or for any loss of business, sales, or profits, arising from or related to the Products or these terms, whether in contract, tort, negligence, or any other legal or equitable theory, even if advised of the possibility of such damages or loss. Lostine’s liability to Client for any reason shall not exceed the purchase price of the Products giving rise to the foregoing liability.

We are here to assist with any questions you may have regarding your order, our products, or shipping. Please email or call us Monday through Friday 8:30 am - 4:00 pm EST. We look forward to hearing from you.

Thank you!

215-825-7270

shopkeeper@lostine.com