UncommonGoods Returns & Customer Service Easy Guide

UncommonGoods Returns & Customer Service: Easy Guide

by

Welcome, fellow Uncommon Goods enthusiasts! As someone who appreciates the unique finds and thoughtful craftsmanship that Uncommon Goods delivers, understanding their policies, especially for returns and customer support, is key. This comprehensive guide will walk you through everything you need to know, ensuring your shopping experience is as seamless as the treasures you discover.

Table of Contents

Embracing the Uncommon: UncommonGoods’ Commitment

Uncommon Goods prides itself on offering truly unique designs—items that serve a purpose, solve a problem, stun with their beauty, or simply inspire wonder. Their curated collection stems from various sources, including craft show discoveries, thousands of handpicked designs from across the globe, and even innovative creations developed by their in-house team. Many products showcase exceptional handmade craftsmanship, thoughtfully utilize unusual, reclaimed, or recycled materials, and, importantly, are always made without leather, feathers, or fur. This profound dedication to quality, creativity, and unique storytelling seamlessly extends to their customer-centric approach, ensuring that policies concerning uncommongoods returns and support are as straightforward as the treasures they offer.

Navigating UncommonGoods Returns: A Simple Process

Returning an item to Uncommon Goods is designed to be a hassle-free experience. Here’s a detailed, step-by-step breakdown of their customer-friendly uncommon goods return process.

A. The Generous Return Policy

What truly sets Uncommon Goods apart is their remarkable “no time limit” uncommon goods return policy. This stands as a significant benefit, providing ample time to decide if your purchase genuinely fits your needs and brings you joy. However, it’s important to be aware of a few specific exceptions:

  • Fine jewelry, live plants, and succulents must be returned within 30 days of the delivery date. After this specific timeframe, returns for these particular categories cannot be accepted.
  • Customized and made-to-order items are generally not eligible for return, with exceptions made only if the products arrive damaged or are found to be defective.

B. How to Initiate a Return

The most efficient way to start an uncommon goods return and obtain your prepaid uncommon goods return label is through their intuitive online portal. To access this convenient service, specifically designed for uncommongoods.com returns:

  1. Access the Portal: Begin by navigating to the “Track & Manage Orders” link, which you’ll find prominently displayed at the bottom of the Uncommon Goods website.
  2. Enter Order Details: Input your order number (ensuring you omit the dash and any subsequent numbers) along with the billing zip code that was used during your original purchase.
  3. Start Your Return: Select the “start a return” option. You will then be prompted to choose “return.” If the item was a thoughtful gift and you prefer that the original purchaser not be informed of the return, there is a clear option to indicate this preference during this step.
  4. Specify Reason: Proceed to the next page where you will select the quantity of the item you wish to return. Then, choose the reason that best describes your return (e.g., the item arrived damaged or incomplete, you simply changed your mind, it didn’t meet expectations, an item was missing from your order, or it was defective).
  5. Provide Details & Photo (if applicable): For items reported as damaged or defective, it is a requirement to provide additional details and upload a photo to support your claim. This helps the team understand the issue promptly.
  6. Choose Refund Preference: You will then decide how you wish to receive your refund: either credited back to the original payment method or issued as a digital gift card. Please note that if you are returning a gift, the refund will exclusively be issued as a digital gift card.
  7. Enter Email: Finally, provide an email address where Uncommon Goods can send your confirmation details and your essential prepaid uncommon goods return label.

C. Packaging and Shipping Your Return

Once you have successfully completed the online steps for your uncommon goods return, the physical process is equally straightforward:

  1. Securely Pack: Carefully place the item you are returning securely inside a shipping box. While not strictly required, including the original packing slip, if you still have it, is a helpful step.
  2. Attach Label: Print out the provided USPS prepaid return label and firmly attach it to the outside of your shipping box.
  3. Send It Off: Hand the securely packaged return to any postal worker at your convenience.
  4. Processing Time: Please allow up to three weeks for your return to travel to their Brooklyn warehouse and be fully processed once it has been sent back. It’s worth noting that returns not physically received at the warehouse within 40 days of the initial return label request will be automatically closed in their system; however, if this occurs, a new label can be requested to continue the process.

Understanding UncommonGoods Refunds

Once your uncommon goods return has been processed by their team, here’s what you can expect regarding the issuance of your refund.

A. Refund Methods and Timelines

  • Original Payment Method: Refunds can be issued directly back to your original payment method, provided the return is processed within 30 days of you receiving your order. These refunds typically appear on your statement within 3 to 5 business days. For international refunds, the process may take slightly longer, up to 10 business days. Should the purchaser’s original credit or debit card be canceled, expired, or the account closed, Uncommon Goods will mail a refund check to the purchaser.
  • Digital Gift Card: If more than 30 days have passed since the receipt of your order, all refunds will be processed as a digital gift card. To receive this digital gift card, an email address is required, and it may take up to an hour to arrive in your inbox after it has been issued.
  • Gift Recipients: For items that were received as a gift, the refund will exclusively be issued as a digital gift card.
  • Non-Refundable Costs: It’s important to note that shipping fees, as well as any duties or taxes that might have been combined at the time of purchase, are generally not included in the refund amount.

B. Policy on Exchanges

Currently, Uncommon Goods does not facilitate direct exchanges through their online portal. If you wish to exchange an item for a different one, the established process involves initiating an uncommon goods return for the original item to receive a refund. This refund can then be conveniently used to purchase the desired new item in a separate order.

Connecting with UncommonGoods Customer Service

When you need direct assistance or have specific questions, the Uncommon Goods customer service team is readily available and committed to helping. Whether you’re inquiring about an order, a product, or simply need support, they are prepared to provide thoughtful assistance.

A. Customer Service Hours

The dedicated uncommon goods customer service team operates during the following hours (all times are Eastern Standard Time, EST), ensuring accessibility when you need it most:

  • Weekdays: Available from 9 AM to 11 PM.
  • Weekends: Available from 9 AM to 9 PM.
  • Holiday Season (spanning from Black Friday through December 23): During this peak period, the customer service team extends their availability to 24 hours a day, 7 days a week, providing round-the-clock support.
  • Specific Holiday Hours: On certain holidays such as New Year’s Day, Martin Luther King Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve, hours are adjusted to 9 AM – 6 PM EST.

B. Contacting Uncommon Goods Customer Service

You have several convenient and accessible ways to reach the uncommon goods customer service number or other support channels, making it easy to get the help you need:

  • Chat: Often considered the quickest and most efficient way to get assistance, the chat feature can be found conveniently located in the lower right-hand corner of their website. This is a great option for real-time communication.
  • Email: For inquiries that may not require immediate real-time conversation, you can send an email to [email protected]. The team strives to respond to all emails as promptly as possible, providing thorough answers to your questions.
  • Phone: If you prefer to speak directly with a representative, you can call the uncommon goods phone number at 888-365-0056 or +1 (718) 210-1200. This option provides a personal touch to your customer service experience. If you ever need to connect with someone directly, remembering these numbers can uncommongoods heretohelp you efficiently.

C. When to Reach Out

Don’t hesitate to contact the uncommon goods customer service team for a wide variety of inquiries and support needs, including:

  • Assistance with checking your order status or resolving tracking issues.
  • Reporting a problem with an order, such as a late delivery, a damaged item, or an incorrect item received.
  • Asking questions about specific products, including details on made-to-order or customized items.
  • Seeking help with redeeming promo codes or applying gift cards.
  • Providing general feedback, suggestions, or concerns about your experience.
  • Troubleshooting any issues you might encounter with a paid experience or class.

Special Scenarios & Additional Information

Beyond the standard processes for uncommongoods returns and customer service, here are a few specific scenarios and additional details to keep in mind.

A. International Orders and Returns

Uncommon Goods facilitates international orders through a partnership with Flow, making unique finds accessible globally.

  • Shipping: Items for international destinations primarily ship directly from the Uncommon Goods warehouse. However, custom-made and made-to-order items follow a slightly different path: they are first sent from the maker to the Brooklyn warehouse, and then forwarded for final international delivery. Specific delivery timeframes, which can vary based on the destination country and selected shipping options, are clearly displayed at checkout.
  • Gift Options: Due to various customs regulations, gift packaging and complimentary gift messages on packing slips are generally not available for international orders.
  • Returns: International returns typically take approximately 10-14 business days to reach the Brooklyn warehouse. Once received, a refund is issued to the original payment method, maintaining the same currency and exchange rate as the original order. It’s important to note that direct exchanges or replacements are not offered for international orders. Additionally, shipping fees, duties, or taxes that were combined at the time of purchase are generally not included in the refund amount.
  • Custom-Made Items: As a general rule, these items cannot be returned, a policy that applies regardless of whether the order is domestic or international. Fine jewelry, however, does have a 30-day return window for international orders.

B. Reporting Order Problems

Beyond initiating a standard uncommon goods return, if you encounter any specific issues with your order, the online portal remains an effective tool for resolution.

  1. Access Problem Reporting: Navigate to the “Track & Manage Orders” section on the website and select the “report a problem” option.
  2. Select Issue Type: You’ll be presented with various choices that describe your situation, such as “I received extra items I did not order,” “I never received this order,” or a general “Report a problem” which allows you to specify more granular issues (e.g., the item arrived damaged or incomplete, it arrived late, you changed your mind, didn’t like it, an item was missing from your order, or it was defective).
  3. Provide Details: For items reported as damaged or defective, you will be required to provide additional details and upload a photo to illustrate the issue.
  4. Choose Resolution: You will then select whether you prefer to receive a replacement for the item or a refund.

C. Recalled Products

In the rare event that a product is recalled, Uncommon Goods is committed to providing clear and immediate instructions for customer safety. This typically involves stopping the use of the item and contacting Uncommon Goods for a refund or replacement. For instance, past recalls have included specific children’s pajamas (due to flammability standards), a Veggie Lover’s Cooking Kit (due to undeclared allergens), certain microwave popcorn bags, and a Shattered Glass Ceiling Bracelet. Specific instructions, such as how to safely destroy an item or where to send photos for verification, are always provided in detail for each particular recalled product on their website.

D. Making Changes to an Order

There is a brief window during which you can modify an order before the team begins preparing it for shipment. You can attempt to update the shipping address or edit an existing gift message by accessing the “Track & Manage Orders” section online. However, it is crucial to understand that changes that would affect the price of your order (such as adding or removing items, or including gift packaging) are not possible once the order has been placed. Similarly, modifications to an item’s color or size cannot be made after the order is confirmed. Additionally, for international orders and custom-made items, there are limited options for changes or cancellations once they have been processed.

Frequently Asked Questions

Can I track my return once it has been sent back?

Yes, once a return is shipped using the provided label, the tracking number on that label can typically be used to monitor its journey. Uncommon Goods estimates that processing and transit time for returns can take up to three weeks.

Are all items eligible for the “no time limit” return policy?

While most items qualify for the unlimited return policy, there are exceptions. Fine jewelry and live plants (including succulents) must be returned within 30 days of delivery. Custom-made and personalized items are generally non-returnable unless they are found to be defective or damaged upon receipt.

What if the packing slip for a return is no longer available?

Although including the packing slip with your return is helpful for identification, it is not strictly necessary. As long as the prepaid return label is generated through the online portal using your order details, your return should be processed successfully.

Can a gift be returned without notifying the purchaser?

Yes, when initiating a return for a gifted item through the online portal, there is an option available to ensure that the purchaser is not notified. For such returns, the refund will be issued as a digital gift card directly to the gift recipient.

Does Uncommon Goods offer wholesale pricing or allow resellers?

Uncommon Goods does not sell its products to resellers and does not offer wholesale pricing for individual purchases. However, they do have a corporate gifting program that provides discounts for larger quantity orders, typically starting at $1,000 or more for the same item.

Where does Uncommon Goods ship orders from?

Orders primarily ship from two main locations: Brooklyn, NY, and Indianapolis, IN. A smaller percentage of orders, generally involving custom-made items, ship directly from the artisan or maker to the customer.

What is Uncommon Perks?

Uncommon Perks is a membership program that offers unlimited free Standard shipping for a full year on all eligible US orders (including Alaska and Hawaii). Members also receive benefits such as $10 off faster shipping methods, special Perks codes, exclusive offers on Perks Days, and double donations to their Better to Give partners.

How can artists and designers submit their products to Uncommon Goods?

Artists, designers, and individuals with interesting product ideas are encouraged to submit their work for consideration through an online submission form available on the Uncommon Goods website. The buying team will reach out directly if they believe the product is a good fit for their collection.

How can feedback be provided to Uncommon Goods?

Customers can share their thoughts, suggestions, or concerns by emailing their customer service managers or leadership team at the designated feedback email address provided on the website.

Is payment information secure when shopping on Uncommon Goods?

Yes, Uncommon Goods prioritizes the security of your payment information. They employ industry-standard SSL (Secure Sockets Layer) protocol to protect all credit card transactions. This system encrypts the information provided through the website, making it difficult for unauthorized access. Sensitive credit card details are not stored directly; instead, tokenization with credit card processors is used for added security.