Shipping & Returns
At Ozark Mountain Leather, most of our products are handmade to order in our Arkansas shop. We want you to know what to expect when placing an order, including our current production times, shipping procedures, and return policies.
Production Time
Most Ozark Mountain Leather products are handmade after your order is placed. Our current estimated production time is displayed on our website and may change throughout the year based on order volume.
Production time refers to the time required for us to make your order and does not include carrier transit time after your package has shipped.
Ready-to-Ship products are already completed and generally ship sooner than made-to-order products.
Because our products are handmade, occasional delays can occur. If we determine that we will not be able to ship your order within the timeframe originally provided, we will contact you regarding the delay and provide you with the option to accept the revised shipping timeframe or cancel the affected order for a refund, as required by applicable law.
Holiday & Christmas Orders
Our Christmas ordering deadline varies from year to year depending on our current production schedule and order volume.
During the holiday season, please refer to the announcement at the top of our website for our current recommended Christmas ordering deadline.
Orders placed after the posted deadline may still arrive before Christmas, but we cannot guarantee Christmas delivery.
Carrier delays, weather, and other circumstances outside our control may also affect delivery times after an order leaves our shop.
Shipping
We currently ship orders using available services from carriers such as USPS and UPS.
Shipping options and applicable charges will be shown during checkout.
Once your order ships, you will receive tracking information at the email address associated with your order.
Please make sure your shipping address is correct before submitting your order. Customers are responsible for providing a complete and accurate shipping address.
Shipping & Delivery Estimates
Any estimated delivery date provided by a shipping carrier is an estimate and is separate from our production time.
Once we complete your order and provide it to the carrier, transit times may be affected by weather, holidays, carrier volume, service disruptions, or other circumstances outside our control.
While we cannot control a carrier's delivery schedule, please contact us if you experience a problem with your shipment. We will assist with researching the shipment and, when appropriate, filing a carrier or insurance claim.
Shipping Insurance
Orders may include a limited amount of carrier or shipping insurance depending on the shipping service selected.
Additional shipping protection may be available during checkout for eligible orders.
Shipping insurance is intended to provide additional protection in the event a package is lost or damaged during transit. Coverage, exclusions, documentation requirements, and claim decisions are subject to the terms of the applicable carrier or insurance provider.
Declining optional additional shipping protection does not waive any rights you may have under applicable law.
Lost Packages
If tracking shows that your package has not been delivered and appears to be lost in transit, please contact us as soon as possible.
We will review the tracking information and, when appropriate, work with the shipping carrier or insurance provider to investigate the shipment.
Carrier investigations and insurance claims may require additional time and documentation.
Packages Marked Delivered
If tracking shows that your package was delivered but you cannot locate it, please first:
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Check around your home, porch, garage, mailbox, or other delivery areas.
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Ask household members or neighbors whether they accepted the package.
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Contact your local carrier or post office, as they may have additional delivery information.
If you still cannot locate the package, please contact us and we will help you determine the appropriate next steps.
Damaged Packages
If your order arrives damaged during shipping, please contact us promptly.
Please keep the product, packaging, box, and shipping label until the issue has been resolved. We may need photographs of the packaging and damaged item in order to submit a claim with the carrier or insurance provider.
Do not discard the packaging until we let you know it is no longer needed.
Returns
We want you to be happy with your purchase.
Unless otherwise stated below, eligible non-personalized products may be returned within 15 days of delivery.
Before returning an item, please contact us for return instructions.
Returned items must be:
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Unused
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Unworn
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In their original condition
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Returned with any applicable packaging or accessories
Unless the return is due to an error on our part or a defective product, the customer is responsible for return shipping costs.
Original shipping charges are generally non-refundable unless required by law or the return is due to an error on our part.
Christmas Gift Returns
Eligible non-custom items purchased as Christmas gifts may be returned for store credit within 10 calendar days after December 25.
Custom and personalized products remain non-returnable unless they arrive damaged, defective, or incorrect due to our error.
Personalized & Custom Orders
Because personalized and custom products are made specifically for the customer, they are generally not returnable or refundable simply because the customer changes their mind.
This includes products made with custom:
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Names
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Initials
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Dates
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Logos
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Laser engraving
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Hand stamping
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Special sizing
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Custom measurements
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Custom designs
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Customer-requested modifications
However, if we make an error in the personalization, sizing, workmanship, or customization of your order, please contact us so we can make it right.
This policy does not limit any rights or remedies available to you under applicable law.
Incorrect or Defective Items
Every product is inspected before it leaves our shop.
If you receive the wrong item, we make an error on your personalization, or you believe there is a defect in workmanship, please contact us promptly after receiving your order.
We may request photographs or other information so that we can determine the best way to correct the issue.
Depending on the circumstances, we may repair, replace, remake, or refund the affected item as appropriate.
Natural Leather Characteristics
Leather is a natural material. Natural markings such as scars, wrinkles, grain variations, color variations, insect marks, and other characteristics may be present.
These variations are part of genuine leather and are not considered defects.
Because each hide is different and many of our products are individually handmade, no two pieces will look exactly alike.
Exchanges
If you would like to exchange an eligible, non-personalized item, please contact us before returning it.
Exchanges are subject to product availability.
Unless the exchange is due to an error on our part or a defective product, the customer is responsible for the cost of returning the original item and the cost of shipping the replacement item.
We will let you know the applicable replacement shipping cost before the new item is shipped.
Custom-sized, personalized, engraved, stamped, or otherwise custom-made products generally cannot be exchanged unless there was an error on our part.
If the exchange is necessary because we sent the wrong item, made an error in personalization, or the product is defective, Ozark Mountain Leather will cover the reasonable shipping costs associated with correcting the issue.
Refunds
Once an approved return is received and inspected, any applicable refund will be issued to the original form of payment.
Unless the return is due to an error on our part or a defective product, refunds apply to the eligible merchandise price only. Return shipping costs, original shipping charges, and shipping insurance or protection fees are not refunded.
Processing times after we issue a refund may vary depending on your bank or payment provider.
Order Cancellations
Because many of our products are made specifically for each customer, please contact us as soon as possible if you need to cancel an order.
If work has already begun, materials have been cut, personalization has been completed, or other custom work has started, the order may no longer be eligible for cancellation.
Any cancellation policy will be applied in accordance with applicable law.
Questions About Your Order
If you have questions about your order, shipping, a return, or a delivery issue, please contact us.
We are a small family-owned business, and we will do our best to help resolve any issue fairly.
Ozark Mountain Leather
Handmade in Arkansas