At Montana Iron & Pine, we take great pride in the quality and precision of our custom metal designs. All items are carefully inspected and packed well before they leave our facility. However, we understand that sometimes items may arrive damaged due to circumstances beyond our control. Our goal is to make the return or exchange process as smooth as possible for our customers.

 

Policy Overview:

1. Notification Period:

   • Customers must notify us of any damaged items within three business days of receiving their order. This timely notification allows us to address the issue promptly.

2. Documentation:

   • To file a claim for a damaged item, please provide a minimum of seven clear photos showing the damage to both the item and the packaging. These photos are necessary to process the claim with the shipping company. If seven clear photos are not provided, it will be assumed that there is no damage, and no claim, refund, or exchange will be offered.

3. Contact Us:

   • To report a damaged item, please email us at montanaironandpine@gmail.com with the required photos and a detailed description of the damage.

4. Replacement or Refund:

   • Once we receive the required documentation and approve the claim, we will work with you to either replace the damaged item or issue a refund. Please be aware that replacement orders may take up to 14 business days to ship.  You will be required to ship back the damaged item to us at your own expense.

5. Insurance:

   • All of our parcels are insured. We will handle the claim process with the shipping company to ensure you receive your replacement or refund as quickly as possible.

 

Steps to Follow:

1. Inspect your item upon delivery for any visible damage.

2. Take at least seven clear photos of the damaged item and packaging.

3. Contact us within three business days via email with the photos and description of the damage.

4. We will review the information and work with you to resolve the issue by providing a replacement or refund.

 

Additional Information:

• If you receive the wrong item, please contact us immediately so we can correct the mistake.

• Personalized items, such as monograms or custom designs, cannot be returned or exchanged unless they arrive damaged or incorrect.

 

We strive to ensure that you are completely satisfied with your purchase. If you have any questions or concerns about our exchange or return policy for damaged items, please do not hesitate to contact our customer service team at montanaironandpine@gmail.com or (385) 276-2114.