Refund policy

This policy explains when and how you receive your money back. For how to send an item back, see our Return Policy. All time limits count from the date your order was delivered, not the purchase date.

When You're Eligible for a Refund

Order never arrived
If tracking shows no delivery 10 business days after the estimated delivery date, contact us. We'll open a trace with the carrier. If the package can't be located within 5 business days, we'll send a replacement or issue a full refund, your choice. If tracking shows delivered but you don't have it, contact us within 3 days of the delivery scan so we can investigate with the carrier.

Damaged on arrival
Contact us within 3 days of delivery with photos of the item and packaging. Full refund or replacement at no cost. No need to ship it back unless we ask.

Faulty manufacturing or broke during use
Covered under our [12-month] defect guarantee from delivery date. Contact us with photos and a description. Confirmed defects get a replacement or full refund. Normal wear, misuse, or improper care is not covered.

Wrong item received
Contact us within 3 days of delivery with a photo. We'll send the correct item or refund you in full, and cover return shipping for the wrong item.

Changed your mind
Contact us within 3 days of delivery and ship the item back within 7 days of delivery, unused and in original condition. You'll be refunded the item price. Original shipping charges are not refunded, and you pay return shipping. Items not in original condition may receive a partial refund.

Cancelled orders
Orders cancelled before shipment are refunded in full immediately.

How to Request a Refund

  1. Email support@shepswool.com, call (984) 212-SHEP (7437), or use our contact form.
  2. Provide your order number, the item(s), and the reason for the refund.
  3. For damaged, defective, or wrong items, attach clear photos of the product and the packaging it arrived in.
  4. We'll respond within one business day and confirm whether a return shipment is needed.
  5. If a return is required, ship to: Shep's Wool – Returns, 345 Triple Creek Dr, Efland, NC 27243. Use a tracked service and keep your receipt.

When You'll Receive Your Refund

  • Damaged, defective, wrong-item, and cancelled orders: refund issued within 2 business days of approval.
  • Change-of-mind returns: refund issued within 3 business days after we receive and inspect the item.
  • Refunds go to your original payment method. Banks and card issuers typically take 5–10 business days to post the refund to your account.

We'll email you when your refund is issued. If it hasn't appeared after 10 business days, contact your bank first, then us.

Non-Refundable

  • Items used, washed, or altered (except confirmed defects)
  • Items returned after 7 days from delivery without prior approval
  • Original shipping charges on change-of-mind returns

Questions? Contact us Monday – Friday, 9:00 AM – 5:00 PM EST.