Returns & Exchange Policy
How we Ship
Our Townies LOVE to get their merchandise and they know it has arrived the moment they open their front door or mailbox. That is because our brightly colored teal packages travel throughout the U.S., arriving to our Townies right on time. At Town & Key, the customer experience is second to none, and shipping is always FREE. Unless noted in our detailed item description, please allow 5-7 business days for order processing. All other items will ship by the promised date on the item you purchased. Items returned to our offices due to incorrect address provided by customer, will have a shipping fee added on for re-delivery.
*Please note Town & Key is not responsible for lost, stolen or damaged packages while in transit. Please contact your local USPS for claims.
Need an Overnight Delivery?We understand that sometimes you have to have an item right away! Rush shipping can be requested for an additional fee. If you require an overnight package we can accommodate that, however, our usual free U.S shipping does not apply.
10-DAY RETURNS, Store Credit On Eligible Items
AM I ELIGIBLE FOR A RETURN?
Item is unworn, item is unwashed, item is unaltered, item has no makeup stains, item has no deodorant stains, item has no animal hair, item has no smells of smoke or intense fragrance, item is not considered "final sale" (See Below for full list of final sale items), items falls within the date ranges specified in the Return Policy. If you answered YES to all of these, you will be eligible for a return. Please refer to the Return Policy below. Customers who return ineligible items will not be notified of ineligibility. If you have questions on your items eligibility please contact customer service before sending.
If you need to exchange a size, due to items selling quickly, please purchase the correct size on our website and return your other item as we do not offer exchanges. Customer is responsible for return shipping fees. Refunds will be in the form of a store credit that will be sent to your email on your account. For regular priced items (sale items are final--items ending in $0.99) please include the original packaging and packing slip. Item MUST be received at headquarters within 10 business days of the date your order was confirmed delivered to you by USPS. NO EXCEPTIONS. Once we receive your return, please allow 5-7 business days to process your return for store credit. Items returned with a store credit will have $10 shipping fee deducted from your next store credit. This is due to increased shipping costs and your first item of purchase had free shipping. The 2nd and beyond will have the $10 shipping deducted from the total. Check your order details here to see if your item is eligible: www.townandkey.com/account/login
If you have received a defective item, please contact us at email@example.com within 2 business days of receiving your shipment. Please include written details about the defect and attach pictures. Our customer service team will get you taken care of!
FINAL SALE (no exceptions)
All sales on SALE/CLEARANCE/HOLIDAY items are final (end in $0.99). All sales are final on customizable items, purses, one size items, jewelry, undergarments, hair accessories, hats, beanies, shoes, socks and eye wear. This is for hygienic purposes. Holiday Themed Items are also considered Final Sale due to nature of time it can be worn or sold. Final sale on ALL discount codes.
All returns will be in the form of a store credit that can be used towards future purchases.
Discount codes must be applied at purchase and can only be used while valid (no extensions). They cannot be added or applied after the order the has been placed. All discount codes including Townie Rewards makes an item sales final as these are discounts. No exceptions.
Altering or Canceling An Order
Once an order is placed it cannot be altered or canceled. Please follow the return policy for items that need returning. Please email firstname.lastname@example.org if you have input the incorrect address. We will do our best to modify it if the item has not already processed out.
Donations on Ineligible Items
Ineligible items returned to our headquarters are donated to a local charity without notice to customer. For more information on this charity at www.thestorehousecc.org
Local Pick Up/Drop off
For the safety and well being of our staff we can no longer accommodate local pick up or drop offs. All your items will be shipped to your address and please send all returns all items to the mailing address below.
TO RETURN ALL ELIGIBLE ITEMS, SHIP TO:
Town & Key Returns
3740 N. Josey Lane Suite 204
Carrolton, TX 75007
* Due to Covid-19 warehouse restrictions we ask that all returns be made via USPS to insure that your package is delivered.
BEING YOURSELF IS THE KEY!