Shipping | Returns | Online Store Policies
Thank you for shopping small and supporting our small business!
All online orders are shipped from our workshop in Springbrook, Wisconsin.
You can also visit First & Vine in Spooner, Wisconsin to shop in person.
Customer service is our number one priority. We work hard to ensure you receive quality items quickly. If there is something wrong with your order, please let us know so we can make it right.
We do our best to be “green” and reuse shipping materials. We also use biodegradable packing peanuts.
SALES TAX: We are required to collect Wisconsin Sales Tax on all orders purchased by and shipped to Wisconsin residents.
SHIPPING: If your order is received before noon CST Mon- Friday, it will be shipped the same day. All orders received after 12:00 CST on Friday will ship Monday. We ship all orders USPS First Class, Priority Mail, or UPS Ground. The exception to this is Stain and Finishing Oil or Fusion’s Gel Stain, which must ship via USPS Ground or UPS Ground and could take up to 10 days to deliver. Sorry, we cannot guarantee a delivery date on any deliveries.
If you have questions about the status of your order, after it has shipped, please check your tracking number. Our system sends automated emails with tracking numbers once your order has shipped, please check your junk/promotions/social folders if you do not see it in your inbox. If your order hasn’t been shipped yet, we are probably packing it right now! Send us an email or fill out the “Contact us” form and we’ll get back to you ASAP. EVERY ITEM WE SHIP HAS A TRACKING NUMBER!
LOST & DAMAGED PACKAGES: Thankfully, lost and damaged packages are rare. But, we do have policies in place in the event something happens to your order.
Lost: If your package seems to be lost in transit, please contact us ASAP so we can keep an eye on it. We keep track of the lost package/insurance requirements for both UPS and USPS as they both seem to change often. We will open a ticket, file an insurance claim and keep you updated with info as we get it. We will gladly refund or replace your order once we get an understanding of the issue.
Damaged: If your order is damaged, please email us at info@katieand.com and include photos of the damaged items. PLEASE KEEP THE BOX AND DAMAGED ITEM UNTIL YOU HEAR FROM US. Sometimes it is required by the shipping company. You will have the option to have the damaged item replaced or you can choose to keep the item and receive a coupon for 30% off a future item of the same value.
CANCELLATIONS/RETURNS/EXCHANGES: We strongly recommend you purchase a True Color Card, Fan Deck, or a tester of a color if you are unsure of which color is best for your project. This will help to ensure you love your color choices and will save you the time and money of getting a color that isn’t what you were envisioning.
Cancellations: If you wish to cancel your order, please email us IMMEDIATELY at info@katieand.com Due to our rapid turnaround on orders, most of the time, your order will more than likely to have been pulled, packaged and is just awaiting it’s shipping label, therefore can’t be cancelled. If we are able to cancel it, there will be a cancellation fee of $.30+2.9% on orders cancelled prior to shipping. This is due to the non-refundable credit card fees we are charged due to your order and cancellation.
Returns: Sorry, we do not accept returns on our online items. If there is a problem with an item, please contact us. On most orders, we pay a large portion of the shipping fees in order to keep the costs low for you. Due to this we do not accept returns on orders. If you would like to exchange your item, please see the exchange policy below.
Exchanges: We cannot exchange custom items. If you are interested in exchanging an UNOPENED Fusion Mineral Paint item, please contact us at info@katieand.com within 7 days of receiving. Many times, the customer finds it is cheaper to buy a new item and pay the flat $7 shipping than it is to exchange an item. IF YOU CHOOSE TO EXCHANGE THE ITEM, you are responsible for properly packaging and mailing the products back to us and all mailing fees that are incurred to ship the new item back to you. The products must arrive to us undamaged. PACK CAREFULLY! Once we receive the item, we will email you to let you know and will send you an invoice for the shipping fees for the item you will be receiving. You will not receive shipping discounts (ie $7 Flat rate shipping, coupon codes, $100 Free ship, etc…) on any exchanges.
All online orders are shipped from our workshop in Springbrook, Wisconsin.
You can also visit First & Vine in Spooner, Wisconsin to shop in person.
Customer service is our number one priority. We work hard to ensure you receive quality items quickly. If there is something wrong with your order, please let us know so we can make it right.
We do our best to be “green” and reuse shipping materials. We also use biodegradable packing peanuts.
SALES TAX: We are required to collect Wisconsin Sales Tax on all orders purchased by and shipped to Wisconsin residents.
SHIPPING: If your order is received before noon CST Mon- Friday, it will be shipped the same day. All orders received after 12:00 CST on Friday will ship Monday. We ship all orders USPS First Class, Priority Mail, or UPS Ground. The exception to this is Stain and Finishing Oil or Fusion’s Gel Stain, which must ship via USPS Ground or UPS Ground and could take up to 10 days to deliver. Sorry, we cannot guarantee a delivery date on any deliveries.
If you have questions about the status of your order, after it has shipped, please check your tracking number. Our system sends automated emails with tracking numbers once your order has shipped, please check your junk/promotions/social folders if you do not see it in your inbox. If your order hasn’t been shipped yet, we are probably packing it right now! Send us an email or fill out the “Contact us” form and we’ll get back to you ASAP. EVERY ITEM WE SHIP HAS A TRACKING NUMBER!
LOST & DAMAGED PACKAGES: Thankfully, lost and damaged packages are rare. But, we do have policies in place in the event something happens to your order.
Lost: If your package seems to be lost in transit, please contact us ASAP so we can keep an eye on it. We keep track of the lost package/insurance requirements for both UPS and USPS as they both seem to change often. We will open a ticket, file an insurance claim and keep you updated with info as we get it. We will gladly refund or replace your order once we get an understanding of the issue.
Damaged: If your order is damaged, please email us at info@katieand.com and include photos of the damaged items. PLEASE KEEP THE BOX AND DAMAGED ITEM UNTIL YOU HEAR FROM US. Sometimes it is required by the shipping company. You will have the option to have the damaged item replaced or you can choose to keep the item and receive a coupon for 30% off a future item of the same value.
CANCELLATIONS/RETURNS/EXCHANGES: We strongly recommend you purchase a True Color Card, Fan Deck, or a tester of a color if you are unsure of which color is best for your project. This will help to ensure you love your color choices and will save you the time and money of getting a color that isn’t what you were envisioning.
Cancellations: If you wish to cancel your order, please email us IMMEDIATELY at info@katieand.com Due to our rapid turnaround on orders, most of the time, your order will more than likely to have been pulled, packaged and is just awaiting it’s shipping label, therefore can’t be cancelled. If we are able to cancel it, there will be a cancellation fee of $.30+2.9% on orders cancelled prior to shipping. This is due to the non-refundable credit card fees we are charged due to your order and cancellation.
Returns: Sorry, we do not accept returns on our online items. If there is a problem with an item, please contact us. On most orders, we pay a large portion of the shipping fees in order to keep the costs low for you. Due to this we do not accept returns on orders. If you would like to exchange your item, please see the exchange policy below.
Exchanges: We cannot exchange custom items. If you are interested in exchanging an UNOPENED Fusion Mineral Paint item, please contact us at info@katieand.com within 7 days of receiving. Many times, the customer finds it is cheaper to buy a new item and pay the flat $7 shipping than it is to exchange an item. IF YOU CHOOSE TO EXCHANGE THE ITEM, you are responsible for properly packaging and mailing the products back to us and all mailing fees that are incurred to ship the new item back to you. The products must arrive to us undamaged. PACK CAREFULLY! Once we receive the item, we will email you to let you know and will send you an invoice for the shipping fees for the item you will be receiving. You will not receive shipping discounts (ie $7 Flat rate shipping, coupon codes, $100 Free ship, etc…) on any exchanges.