Refund policy

By proceeding with a purchase of a product through this site, you agree to the following terms and conditions. All sales are considered final, and SuperArbor does not refund or exchange items if they are found to be modified from their original form when purchased, dirty, stained, or damaged.

Return Policy

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. If the original packaging is unavailable, the customer is responsible for arranging equivalent packaging.

Once deemed eligible by the returns team (please also see the section on Discontinued and Discounted Items and Non-Returnable Items below), all approved and eligible returns should be made within 30 days from the date you receive the product (delivery date).

To initiate a return, please contact us at Hello@superarbor.io, so one of the members of the SuperArbor team can assist you with your return request. Any items sent back to us without contacting us for a return request / no RMA number will not be accepted.

If your return is accepted, we'll send you a return shipping label and instructions on how and where to send your package. You can always contact us for any return questions at Hello@superarbor.io.

Damages and Delivery Issues

Our return policy does not apply to damaged items resulting from misuse, abuse, loss, normal wear & tear, incorrect self-assembly, or products damaged after leaving our warehouse. This applies to both parcel and large/bulk freight deliveries.

We strongly encourage you to inspect your order upon receiving the item(s) and contact the SuperArbor Team within 24 hours of the delivery date if issues arise, such as receiving the wrong item, so we can quickly resolve it. Failure to do so will result in the ineligibility of return or replacement requests as this will be considered that you have accepted the product's delivery condition.

If the carrier is found to have damaged or lost an item during transit, you can refuse delivery, photograph the damage if possible, and file a claim on their official website. Once you sign for a delivery, you have accepted the product's delivery condition. FedEx or UPS small parcel deliveries do not require a signature and will be left at your doorstep.

Products refused for reasons other than damaged items will be subject to delivery and restocking fees of no less than 20% of the original purchase.

Shipping

Please read our shipping FAQ before placing an order.

Please note that for items weighing 15 pounds and above, the return shipping cost will be charged separately.

SuperArbor is not responsible for delays in the delivery of merchandise occasioned by the manufacturer's scheduling, stock on hand, availability of materials, transportation difficulties, or any other cause beyond our control.

Discontinued and Discounted Items

Please expect a longer shipping time period for discontinued and discounted items.

All items marked as discontinued and discounted item sales are final and cannot be canceled, returned, exchanged, or refunded after the order confirmation email notification is sent, so we highly encourage you to contact our customer service first to inquire and confirm the availability of the item(s) before purchasing.

Non-Returnable Items

Fragile items are not returnable, such as tiles, flooring, lighting, custom products (such as special orders).

Personalized items, sale items, and gift cards are also non-returnable.

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Once deemed eligible for a refund, we will notify you once we've received and inspected your return. If approved, you'll be automatically refunded on your original payment method. However, depending on your bank or card provider, it may take up to 7-10 business days from the refund date issued for the refund to reflect in your account. Otherwise, please call your bank or card provider to inquire about the status of your processed refund.

Cancellations

All sales marked as discontinued and discounted items are considered final, so cancellation requests made after the purchase is complete will not be entertained.

Please check our shipping FAQ regarding shipping time here before placing an order.

All canceled orders will have a 20% cancellation fee, with no exceptions.

We only send the shipping notifications once the order has been shipped, depending on the item, zip code, quantity, etc.

For email inquiries, please send your queries via Hello@superarbor.io and indicate your name, contact details, and concern. Rest assured, each concern/inquiry is checked thoroughly, so it may take up to 48 hours to respond to your email. Thank you for your patience.