Refund policy

 

Shipping + Returns Policy (Merged Version)

SHIPPING

We ship via FedEx (larger orders) or USPS (smaller orders). Buyer assumes all responsibility for shipping costs and fees, including shipping insurance if desired. Please email info@nustadfamilyranch.com before placing your order if you would like to add insurance or signature confirmation.

Orders are considered fulfilled once shipped to the address provided at checkout.
Customers must contact us directly for any delivery or product issues so we can resolve them promptly. Chargebacks filed without prior contact may delay resolution.

Please double-check your shipping address. Nustad Family Ranch is not responsible for packages delivered to an incorrect, closed, or undeliverable address.
If a package is returned to sender due to an incorrect or undeliverable address, the buyer is responsible for reshipment costs.

Transit times are not within our control once an order has been handed off to the carrier. If your package becomes delayed or lost, a claim must be filed with the shipping carrier.

International customers are responsible for any customs fees and import charges. International delivery may take 7–28+ days depending on carrier timelines.

Any “return to sender” shipments caused by address errors or business closures require the buyer to cover reshipment fees.

PAYMENT

We accept all major credit cards and PayPal.
We do not accept mailed checks, cash, or post-shipment payment.

RETURNS & EXCHANGES

Final Sale Policy — No Returns

Due to the personal, hygienic, and handmade nature of our products, we do not accept returns.
This includes:

  • Skincare

  • Soaps

  • Hydrosols

  • Lotions

  • Body products

  • Lip balms

  • Any opened or used item

  • Any item that has left its original sealed packaging

  • All florals (fresh or dried)—must be kept in original shipping box to maintain structural integrity

  • Custom orders once production has begun

  • Sale, clearance, or discounted items of any kind

These policies protect product safety, comply with state hygiene regulations, and ensure the integrity of our small-batch production.

While returns are not accepted, we truly want you to be happy with your purchase. If you feel strongly that an item arrived in poor condition or is not what you expected, please reach out within 48 hours and we will do our best to find a solution.

STORE CREDIT OR EXCHANGE (CASE-BY-CASE)

If you have a concern about your order, please email info@nustadfamilyranch.com within 48 hours of delivery with your order number and photographs.

Store credit or an exchange may be offered only in special circumstances and only for unopened, unused items. Approval is not guaranteed.
If an exchange is approved:

  • Buyer is responsible for all return shipping

  • Shipping fees are non-refundable

  • Items must arrive unused, unopened, and in original packaging

  • A 20% restocking fee applies to standard items

  • A 25% restocking fee applies to custom orders

  • Items valued over $150 must be returned prior to reimbursement

  • Items showing any wear, use, or unreported damage will not be eligible for credit

Unapproved returns will be refused and returned to sender.

DAMAGED ITEMS

We package all items carefully, but damages can occur during shipping.

If your order arrives damaged:

  1. Email info@nustadfamilyranch.com within 48 hours

  2. Include clear photos of:

    • the damaged item

    • the shipping box

    • the packing materials

A damage claim will be filed with the carrier, and we’ll work with you to find a fair resolution.
Items over $150 must be returned before a refund or replacement can be issued.

VARIATIONS (NOT CONSIDERED DEFECTS)

All Nustad Family Ranch goods are handmade in small batches using natural ingredients. Variations in color, scent, or texture are normal and do not affect product performance. These include:

  • Natural oil separation in skincare

  • Color variations in soaps and lotions

  • Cloudiness in hydrosols

  • Slight scent differences between batches due to natural essential oil sourcing

  • Dried florals varying in shade, shape, or size based on harvest conditions

These natural variations are not considered damages or defects and are not eligible for return or refund.

CUSTOM ORDERS

Custom orders begin production immediately and cannot be canceled once materials are purchased.
Custom pieces are final sale because they cannot be resold in their personalized form.

Adjustments may be possible during the design process, though they may affect production timelines.