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Fort Wilderness

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Fort Wilderness - Help Desk

If your item is eligible for a return or exchange, you can submit a request through your customer account. Before getting started, please review our Returns & Exchange Policy for eligibility requirements, made-to-order exclusions, and refund details.

<p>If your item is eligible for a return or exchange, you can submit a request through your <strong>customer account</strong>. Before getting started, please review our <strong>Returns &amp; Exchange Policy</strong> for eligibility requirements, made-to-order exclusions, and refund details.</p><h3 id="how-to-request-a-return">How to Request a Return</h3><ol><li>Sign in to your customer account using the email address associated with your order.</li><li>Open the order containing the item you would like to return.</li><li>Select <strong>Request a return</strong>.</li><li>Choose the items you would like to return and complete the requested information.</li><li>Submit your request for review.</li></ol><p>After we review your request, we will email you with the next steps.</p><p><strong>Please wait for approval before sending any merchandise back.</strong></p><h3 id="signing-in-without-a-password">Signing In Without a Password</h3><p>If you are prompted to enter a verification code when signing in, check the email address associated with your order. Enter the code to access your account&#x2014;no password is needed.</p><h3 id="need-help">Need Help?</h3><p>If you cannot find your order, access your account, or submit a return request, please contact our customer support team. Include your <strong>order number and the email address used at checkout</strong> so we can assist you.</p>

How do I start a return?

Once your order has shipped, tracking information will be available through your customer account and sent to the email address associated with your order. When your order ships, you will also receive a shipping confirmation email containing your tra

<p id="isPasted">Once your order has shipped, tracking information will be available through your&#xA0;<strong>customer account</strong> and sent to the email address associated with your order.</p><h3 id="track-your-order-through-your-customer-account">Track Your Order Through Your Customer Account</h3><ol start="1"><li><strong>Sign in to your customer account</strong> using the email address associated with your order.</li><li>If prompted, enter the verification code sent to your email. No password is required.</li><li>Locate and select the order you would like to track.</li><li>View the current fulfillment status and available&#xA0;<strong>tracking information</strong> for your shipment.</li><li>Select the tracking number or tracking link to view the latest updates directly from the shipping carrier.</li></ol><h3 id="tracking-by-email">Tracking by Email</h3><p>When your order ships, you will also receive a&#xA0;<strong>shipping confirmation email</strong> containing your tracking information.</p><p>If your order is shipped in multiple packages, you may receive&#xA0;<strong>more than one shipping confirmation and tracking number</strong>.</p><h3 id="why-doesnt-my-tracking-show-any-updates">Why Doesn&apos;t My Tracking Show Any Updates?</h3><p>Tracking information may take some time to become available after your shipping label is created. A shipping confirmation does not always mean the carrier has already scanned or received the package.</p><p>Please allow time for the carrier&apos;s tracking system to update.</p><h3 id="my-order-hasnt-shipped-yet">My Order Hasn&apos;t Shipped Yet</h3><p>Many of our products are&#xA0;<strong>made to order</strong> and typically require&#xA0;<strong>3&#x2013;5 business days for production and processing before shipment</strong>.</p><p>This production time is separate from the shipping/transit time displayed at checkout.</p><p>Once your order has shipped, tracking information will become available through your customer account and shipping confirmation email.</p><h3 id="my-order-shows-delivered-but-i-cant-find-it">My Order Shows Delivered, but I Can&apos;t Find It</h3><p>If your tracking information shows that your package was delivered but you cannot locate it:</p><ol start="1"><li>Confirm that the shipping address on your order is correct.</li><li>Check around your delivery location, including porches, side doors, garages, mailrooms, parcel lockers, or other secure locations.</li><li>Check with household members, neighbors, building staff, or anyone else who may have accepted the package.</li><li>Allow up to&#xA0;<strong>one additional business day</strong>, as carriers may occasionally mark a shipment as delivered shortly before final delivery.</li></ol><p>If you still cannot locate your package, please contact our customer support team with your&#xA0;<strong>order number</strong> so we can assist you.</p><h3 id="still-need-help">Still Need Help?</h3><p>If your tracking hasn&apos;t updated for an extended period, your package appears to be delayed, or you have another question about your shipment, please contact our customer support team.</p><p>Please include your&#xA0;<strong id="isPasted">order number and the email address associated with your order</strong> so we can locate your shipment and assist you</p>

How do I track my order?

Our customer accounts use a secure passwordless login, so you do not need to create or remember a password to access your account. Once signed in, you can view your orders, check order status and tracking information, and request eligible returns. If

<p>Our customer accounts use a secure <strong>passwordless login</strong>, so you do not need to create or remember a password to access your account.</p><h3 id="how-to-sign-in">How to Sign In</h3><ol start="1"><li>Select the <strong>account/profile icon</strong> on our storefront.</li><li>Enter the <strong>email address associated with your order or customer account</strong>.</li><li>A verification code will be sent to your email.</li><li>Enter the verification code when prompted to securely access your account.</li></ol><p>Once signed in, you can view your orders, check order status and tracking information, and request eligible returns.</p><h3 id="i-didnt-receive-my-verification-code">I Didn&apos;t Receive My Verification Code</h3><p>If you don&apos;t see the verification email, please:</p><ul><li>Check your spam, junk, or promotions folders.</li><li>Confirm that you entered the correct email address.</li><li>Allow a few minutes for the email to arrive.</li><li>Request a new verification code and try again.</li></ul><p>Be sure to use the <strong>same email address you used when placing your order</strong>.</p><h3 id="i-cant-find-my-order">I Can&apos;t Find My Order</h3><p>If you can sign in but don&apos;t see your order, you may be signed in using a different email address than the one used at checkout.</p><p>Try signing in with the email address shown on your original order confirmation.</p><h3 id="i-no-longer-have-access-to-my-email-address">I No Longer Have Access to My Email Address</h3><p>If you no longer have access to the email address associated with your order, please contact our customer support team for assistance.</p><p>For your security, we may ask for additional information to verify your order before making any changes or providing account-related information.</p><h3 id="still-having-trouble">Still Having Trouble?</h3><p>If you&apos;re still unable to access your account, please contact our customer support team.</p><p>Include your <strong>order number, full name, and the email address used to place the order</strong>, if available, and we&apos;ll be happy to help.</p>

I'm having trouble logging in

Many of our products are made to order, meaning they are produced and decorated specifically for you after your order is placed. Please keep the following production and shipping information in mind when placing your order. Most made-to-order product

<p>Many of our products are <strong>made to order</strong>, meaning they are produced and decorated specifically for you after your order is placed. Please keep the following production and shipping information in mind when placing your order.</p><h3 id="how-long-does-it-take-for-my-order-to-ship">How long does it take for my order to ship?</h3><p>Most made-to-order products are produced and prepared for shipment within <strong>3&#x2013;5 business days</strong>.</p><p>Please note that <strong>production time is separate from shipping/transit time</strong>. The 3&#x2013;5 business day timeframe refers to the time required to produce and prepare your order before it is handed off to the shipping carrier.</p><p>Business days do not include weekends or recognized holidays.</p><h3 id="how-much-does-shipping-cost">How much does shipping cost?</h3><p>Available shipping methods and applicable shipping charges are displayed during checkout based on your order and delivery address.</p><h3 id="when-will-my-order-arrive">When will my order arrive?</h3><p>Once your order has been produced and shipped, delivery time will depend on the shipping method selected and the carrier.</p><p>Any estimated transit or delivery times are estimates and are not guaranteed. Carrier delays, severe weather, holidays, service interruptions, and other circumstances outside our control may affect delivery.</p><h3 id="how-do-i-track-my-order">How do I track my order?</h3><p>Once your order ships, you will receive a <strong>shipping confirmation email with tracking information</strong>.</p><p>You can also sign in to your customer account to view your order status and available tracking information.</p><p>For additional information, please see <strong>How do I track my order?</strong></p><h3 id="will-my-order-arrive-in-multiple-packages">Will my order arrive in multiple packages?</h3><p>It may. Products within the same order may be produced or fulfilled from different locations.</p><p>If your order is split into multiple shipments, you may receive <strong>separate shipping confirmations and tracking numbers</strong> for each package.</p><p>If only part of your order arrives, please check your order details and tracking information before contacting customer support, as the remaining items may still be in transit.</p><h3 id="can-i-change-my-shipping-address">Can I change my shipping address?</h3><p>If you notice an error in your shipping address, please contact customer support <strong>as soon as possible</strong>.</p><p>We will make reasonable efforts to update your address if your order has not yet shipped, but we cannot guarantee that changes can be made once fulfillment has begun.</p><p>Customers are responsible for providing a complete and accurate shipping address when placing an order. Additional shipping charges may apply if an order needs to be reshipped because an incorrect or incomplete address was provided.</p><h3 id="what-if-my-package-is-delayed-or-lost">What if my package is delayed or lost?</h3><p>Once an order has been transferred to the shipping carrier, delivery is subject to the carrier&apos;s network and operating conditions.</p><p>If your tracking information hasn&apos;t updated for an extended period or your package appears to be lost, please contact customer support with your <strong>order number</strong> so we can review the shipment and assist with the next steps.</p><h3 id="what-if-my-tracking-says-delivered-but-i-cant-find-my-package">What if my tracking says delivered, but I can&apos;t find my package?</h3><p>First, verify the delivery address and check around your property, mailroom, parcel locker, or other secure delivery locations. We also recommend checking with household members, neighbors, or building staff who may have accepted the package.</p><p>Please allow up to <strong>one additional business day</strong>, as carriers may occasionally mark packages as delivered shortly before final delivery.</p><p>If you still cannot locate your package, contact customer support and provide your order number.</p><h3 id="what-if-my-order-arrives-damaged">What if my order arrives damaged?</h3><p>If your merchandise arrives damaged, defective, or incorrect, please contact customer support.</p><p>Include your <strong>order number, a description of the issue, and photos of the merchandise and packaging when applicable</strong>. We&apos;ll review the issue and help determine the appropriate resolution.</p><h3 id="still-need-help">Still Need Help?</h3><p>If you have questions about your shipment, delivery, or tracking information, please contact our customer support team and include your <strong>order number and the email address associated with your order</strong>.</p>

What is your shipping policy?

Because many of our products are made to order, production may begin shortly after your order is placed. If you need to cancel your order, please submit a cancellation request as soon as possible. Sign in to your customer account, locate the order yo

<p id="isPasted">Because many of our products are&#xA0;<strong>made to order</strong>, production may begin shortly after your order is placed. If you need to cancel your order, please submit a cancellation request&#xA0;<strong>as soon as possible</strong>.</p><h3 id="how-to-request-a-cancellation">How to Request a Cancellation</h3><p>Sign in to your customer account, locate the order you would like to cancel, and submit a&#xA0;<strong>cancellation request</strong>.</p><p>Once submitted, we&apos;ll review the status of your order to determine whether it can still be cancelled.</p><h3 id="can-all-orders-be-cancelled">Can All Orders Be Cancelled?</h3><p>Cancellation requests can only be approved if your order has&#xA0;<strong>not yet entered production or fulfillment</strong>.</p><p>Submitting a cancellation request does not guarantee that your order can be cancelled. Once production or fulfillment has begun, we may be unable to stop or cancel the order.</p><h3 id="what-happens-if-my-cancellation-is-approved">What Happens If My Cancellation Is Approved?</h3><p>If we&apos;re able to cancel your order, you&apos;ll receive confirmation and any applicable refund will be issued to your&#xA0;<strong>original payment method</strong>.</p><p>Please allow additional time for your bank or payment provider to process and post the refund.</p><h3 id="what-if-my-order-has-already-entered-production">What If My Order Has Already Entered Production?</h3><p>If your order has already entered production or fulfillment, we&apos;ll let you know that the cancellation can no longer be completed.</p><p>Made-to-order products that have entered production are generally&#xA0;<strong>not eligible for return or exchange due to a change of mind</strong>.</p><h3 id="need-help">Need Help?</h3><p>If you&apos;re having trouble submitting a cancellation request, please contact our customer support team with your&#xA0;<strong>order number and the email address associated with your order</strong>.</p>

How do I cancel my order?

We want you to be happy with your purchase. If something isn’t quite right, please review our return and exchange guidelines below. Eligible items may be returned within 30 days of the date your order was delivered. To qualify for a return, merchandi

<p id="isPasted">We want you to be happy with your purchase. If something isn&#x2019;t quite right, please review our return and exchange guidelines below.</p><h3 id="return-eligibility">Return Eligibility</h3><p>Eligible items may be returned within&#xA0;<strong>30 days of the date your order was delivered</strong>.</p><p>To qualify for a return, merchandise must be unworn, unused, unwashed, and in its original condition. Items should be free from stains, odors, pet hair, or other signs of wear and include original tags or packaging when applicable.</p><p>Items returned in a condition that prevents them from being resold may be denied a refund.</p><h3 id="made-to-order--on-demand-products">Made-to-Order &amp; On-Demand Products</h3><p>Many products available in our store are produced and decorated specifically for you after your order is placed.</p><p>Because these products are made specifically for your order,&#xA0;<strong>made-to-order and on-demand decorated products are not eligible for returns or exchanges due to incorrect sizing, color preference, change of mind, or ordering the incorrect item.</strong></p><p>Please carefully review product descriptions, color options, and sizing information before placing your order.</p><h3 id="exchanges">Exchanges</h3><p>Eligible stocked merchandise may be exchanged for another size or item, subject to availability.</p><p>Made-to-order and on-demand decorated products cannot be exchanged for a different size, color, or style unless there is a product defect or fulfillment error.</p><h3 id="damaged-defective-or-incorrect-items">Damaged, Defective or Incorrect Items</h3><p>If you receive an item that is&#xA0;<strong>damaged, defective, misprinted, or different from what you ordered</strong>, please submit a return request or contact customer support.</p><p>Please provide your order number, a description of the issue, and photos showing the problem when applicable. Once reviewed, we will work with you to provide a replacement or another appropriate resolution.</p><h3 id="refunds">Refunds</h3><p>Once an eligible return has been received and inspected, an approved refund will be issued to your&#xA0;<strong>original payment method</strong>.</p><p>Please allow additional time for your bank or financial institution to process and post the refund.</p><p>Original shipping charges are non-refundable unless the return results from a damaged, defective, or incorrectly fulfilled item.</p><h3 id="non-returnable-items">Non-Returnable Items</h3><p>The following items are generally not eligible for return or exchange:</p><ul><li>Made-to-order or on-demand decorated merchandise</li><li>Personalized or customized merchandise</li><li>Clearance or final-sale merchandise</li><li>Gift cards</li><li>Items that have been worn, washed, used, altered, or damaged after delivery</li></ul><p>Additional product-specific restrictions may be noted on the applicable product page.</p><p>For instructions on submitting a request, please see&#xA0;<strong>How do I start a return?</strong></p>

Returns & Exchanges Policy

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