Returns & Exchanges

Returns

If I would like to return my order, how do I do that?
For online order returns, you must return your purchase to us within 14 days of receiving it. Simply mail it back to us using the return guidelines listed in the next section. We can do an exchange for equal value for any other merchandise minus the shipping cost. If an item is not selected, a gift card will be issued. We have a no refund policy.

Is the return & exchange policy the same in store?
Yes.

Do you do refunds?
No, no refunds are issued and any online or in store order. Exchanges only.

What is your return policy?
Returns of unused merchandise must be postmarked within 14 days of delivery to be eligible for an exchange only. The original purchase price minus the cost of shipping can be exchanged for any in stock items in the store. . We do not offer exchanges on used merchandise. We do not offer returns on special order STORY by Kranz & Ziegler merchandise or any special order items. A package returned to us that is postmarked after 14 days of delivery, but no more than 30 days, will be eligible for an exchange.
Please fill out this online return merchandise authorization form to begin your exchange.

What if I’m the fence about an item?
Please call one of our crew members at any store, and they can answer any questions you might have. However, we don’t issue refunds. Only an exchange for one of our many thousands of items in stock. Otherwise, if you cannot select an item for exchange, a gift card will be issued.

How about exchanges?
We can take exchanges of unused merchandise as long is it is postmarked within 14 days of original delivery. Please indicate inside your package the item you want back in exchange, your order number, and the address we should ship it too.

What packaging should I use to ship my return back?
It is best to send your return back in a box for protection. We are not responsible for items lost or stolen while being returned to us. We strongly recommend sending back to us with USPS Delivery Confirmation.

Can I exchange or return engraved merchandise?
Once engraved, the merchandise is ineligible for returns and exchanges.

Can I return or exchange STORY by Kranz & Zeigler merchandise?
On all in stock STORY merchandise normal return and exchanges policies apply. However, all sales are final on special order STORY merchandise. So, there are no return and exchanges on special order STORY items.

Can I cancel a special order STORY order before it has shipped?
No. Once a special order is placed it cannot be modified or canceled.

How will I know when my exchange item has been shipped?
Once your exchange request has been processed an email will be sent to your email address on file when it has shipped out.

How do I return an item?
Items may be returned via USPS mail only. We will only accept exchanges that are sent via USPS. The item must be securely packed and sent back with customer information, contact details, reason for exchange, and order number. Please note we are NOT responsible for any returns that are lost or damaged in transit. We highly suggest using delivery confirmation for any return packages to show they have been delivered. You must pay postage for the returned package.

Do I have to pay shipping for my return?
Yes, customers are responsible for the cost of shipping items back to Landing Company

How long does it take to exchange my item(s)?
We will process your exchange as quickly as we can and will exchange you (minus shipping and restocking fee if applicable) for an store credit good toward any item. We will fully process your exchange within 2 weeks of receiving.

What address should I mail my return package to?
You do not need a return authorization number or special label from us, just send it back to us…

Landing Company
Exchanges
12949 Village Blvd.
Madeira Beach, FL 33708
USA

Please include all contact details, reason for exchange, and order number.