Shipping policy

 

Broken Horn ("we" and "us") is the operator of brokenhorn.com ("Website"). By placing an order through this Website, you agree to the terms below. These terms are provided to ensure that both parties are aware of and agree to this arrangement in order to mutually protect and set expectations for our service.

1. General

All orders are subject to stock availability. We strive to maintain accurate stock counts on our website, but from time to time there may be a stock discrepancy and we may be unable to fulfill all items at the time of purchase.

In this case, we will fulfill the available items and contact you to ask whether you would prefer to wait for the backordered item to be restocked or receive a refund for the unavailable item.

1. Shipping Costs

Shipping costs are calculated at checkout based on the weight, dimensions, and destination of the items in your order. Payment for shipping will be collected at the time of purchase. This amount will be the final shipping cost charged to the customer.

1. Returns

3.1 Returns Due to Change of Mind

Broken Horn accepts returns due to change of mind as long as a return request is received within 14 days of delivery and the item is returned in its original packaging, unused, in the same condition received, and with all original tags attached.

Any returns postmarked after the 14-day window may only be eligible for a partial refund and/or be subject to a 20% restocking fee.

Return shipping is the customer’s responsibility. Customers may return the item using their own carrier or request a return label from us. If we provide a return label, the cost of return shipping will be deducted from the refund. Original shipping charges are non-refundable. Refunds apply only to the cost of the returned item(s).

A receipt or proof of purchase is required.

Returns are also accepted in store with a receipt within 14 days of purchase.

Please contact us at customerservice@brokenhorn.com to begin the return process. Do not send your purchase back to the manufacturer.

Once your return is received and inspected, we will notify you by email that we have received your item and whether your refund has been approved or rejected. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within a certain number of days.

3.2 Warranty Returns

Warranty returns must be handled directly through the manufacturer.

1. Delivery Terms

4.1 Domestic Transit Time

Domestic shipments are generally in transit for 2 to 7 business days.

4.2 International Transit Time

International shipping times vary by destination and carrier. Delivery estimates provided at checkout are estimates only and are not guaranteed.

4.3 Dispatch Time

Orders are usually dispatched within 2 to 4 business days after payment is received.

Our warehouse operates Monday through Friday during standard business hours, excluding national holidays. During holiday closures, we take reasonable steps to minimize shipping delays.

4.4 Change of Delivery Address

We can change the delivery address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

Broken Horn does not ship to P.O. boxes. We are unable to offer courier services to these locations.

4.6 Military Address Shipping

We are able to ship to military addresses using USPS. This service is not available through courier services.

4.7 Items Out of Stock

If an item is out of stock, we will ship the in-stock items immediately and send the remaining items once they become available.

4.8 Delivery Time Exceeded

If your delivery time has exceeded the estimated timeframe, please contact us so we can investigate.

1. Tracking Notifications

Once your order has been dispatched, you will receive a tracking link so you can follow the progress of your shipment based on the latest updates provided by the shipping carrier.

1. Parcels Damaged in Transit

If your parcel arrives damaged, please reject the parcel from the courier if possible and contact our customer service team right away.

If the parcel has already been delivered and you were not present at the time of delivery, please contact customer service for further assistance.

1. Duties and Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website where applicable.

7.2 Import Duties and Taxes

Import duties and taxes for international shipments may be due upon arrival in the destination country. These charges vary by country and are the responsibility of the customer.

If you refuse to pay duties and taxes upon arrival in your destination country, the goods will be returned to Broken Horn at the customer’s expense. The customer will receive a refund for the value of the goods paid, minus the cost of return shipping. The original shipping cost will not be refunded.

1. Cancellations

If you change your mind before receiving your order, we may accept cancellations at any time before the order has been dispatched.

If the order has already been dispatched, please refer to our return policy.

1. Insurance

Parcels are insured for loss and damage up to the value stated by the courier.

9.1 Process for Parcels Damaged in Transit

We will process a refund or replacement after the courier has completed its investigation into the claim.

9.2 Process for Parcels Lost in Transit

We will process a refund or replacement after the courier has completed its investigation and confirmed that the parcel is lost.

1. Customer Service

For all customer service inquiries, please contact us at customerservice@brokenhorn.com