PAYMENT
A 50% deposit is required upon approval of order for all custom work. Once the deposit is received the construction will begin. All deposits are non-refundable.
Wholesale order customers will be invoiced upon shipment of order. Payment is Net 30.
Please note that all custom work is made to order. Standard delivery is approximately 8-10 weeks from approval of order but may vary.
DELIVERY TIME
Standard delivery is approximately 8-10 weeks on custom orders from approval of order but may vary. For in-stock items, delivery occurs in 3 to 6 business days after processing begins, pending availability and credit card verification. Processing may take up to 48 hours depending on when the order was placed. Ground delivery to Hawaii and parts of Alaska may take more than 7 business days.
SHIPPING COST
Standard Delivery, 3-5 business days ($5.99).
Ships within US, US Territories, APO/FPO/DPO addresses and P.O. boxes. Free Standard shipping on orders of $40 or more with code 0040.
Next Day Delivery, 1 business day ($24.99).
Ships within the US only. Not available for Alaska, Hawaii, US Territories, APO/FPO/DPO addresses and P.O. boxes at this time.
During high season and sale, delivery might take a little longer and/or Next Day Delivery might be unavailable.
RETURNS
CUSTOM ORDERS: Returns accepted only with prior approval by Russell Sutter on custom orders. No refunds. We accept returns for credit only within 15 days of shipping and only if product is deemed by Russell Sutter to be in perfect, saleable condition.
You have 30 days to decide if an item is right for you. Russell Sutter will refund or exchange an item, provided that it has not been damaged, soiled, washed, altered or worn and that all labels and tags are attached. Cosmetics and underwear/swimwear bottoms are final sale for hygienic reasons.
Please note, special collections and designer collaborations may be subject to a return policy, that may differ from our standard return policy above.
SALES AND CUSTOMER SUPPORT
Click here to email Sales and Customer Support for answers to your questions about how to place an order, check the status of an order, make changes to an existing order or create a custom order. Please feel free to contact us for any other general question or comment you may have.
OUR PHILOSOPHY ON CRAFTSMANSHIP
Due to the nature of hand-made work there may be some differences in sizing and color density. There may also be an occasional inclusion or an uneven surface/juncture in the hand-cut pieces.
We love what we do and try to make our products as perfect as possible but there are just going to be some differences. Frankly, we think that is why you buy hand-made and not factory molded — the evidence of human touch!