Hassle-Free Return Policy 100% Money Back Guarantee We want you to be happy with your purchase. All of our designer products have a 100% money back guarantee of authenticity and against defects and faulty workmanship. Shipping and handling are refunded if the return is a result of an error on behalf of AlpacaDirect.com and the items are returned via standard ground shipping. (Please don't express mail your return to us). All returns must be postmarked within 30 days of receipt. The item must be returned in the same condition as it was sent, unworn and with the original tags affixed. Although we check all merchandise for defects and damage prior to shipment, it is the buyers’ responsibility to check the product upon arrival to make sure it is free of any defects. Please call AlpacaDirect.com customer service at our toll free number 1-888-306-0111 or email us at customerservice@alpacadirect.com to obtain a Return Authorization Number(RA#). RA#'s expire 30 days after being issued. We suggest you send the package by registered or insured mail since alpacadirect.com is not responsible for items lost or damaged while shipping. Clearly print your name, address and RA# on the outside of the package in the return area and mail to: Alpaca Direct 101B Sand Creek Road Brentwood, CA 94513 USA Special Order Items can be returned for exchange only. If a special order item is cancelled, there will be a 5% charge to help cover in-bound shipping fees and credit card fees. PRE-ORDERS may be cancelled for a full refund anytime before shipping. If your original purchase qualified for FREE shipping and you choose to return any part or all of the order, you will be still responsible for both the original cost we incurred to ship the product to you and the costs to send the product back to us. You will be refunded the shipping cost if the return is a result of a manufacturer error or our error. Yarn and Fiber We will make every attempt to match dye lots on Yarn and Fiber orders. Occasionally, this is not possible and we cannot guarantee matched dye lots on all orders. If you require exact dye lots, please note this in special instructions during the order process and we will contact you prior to shipment if we cannot fullfill your request. All requests will be processed after our returns department inspects and verifies the condition of the item. Returns take approximately five business days to process upon receipt of the item. Exchange and return policies are subject to change without notice.