FAQ

All sales are final once an order has been processed and shipped. Once an order has been shipped, it cannot be canceled, returned, or refunded.

If you have an issue with your order, feel free to email help@ashopofthings.com with photos of the unused items, the packing slip that came with your order, as well as all packaging materials.

Burning Love cannot be held responsible for replacing or refunding orders containing items that are smaller than expected. Keep this in mind while reading dimensions in all of our product descriptions!

If there are any problems with your order you have 30 days from the day the package is marked as "delivered" to contact us so we can make it right :)

If we request that you send your item back to us, we must receive it within 30 days.

This probably happened because your card was declined one or more times – what you're seeing on your account page are pending holds from each time the payment gateway tried to "ping" your account.

Before placing your order, double and triple check that the details you’re entering match what’s on file with your bank! This will help you avoid having multiple holds on your account :)

Pending meaning the charge has not gone through.

(It's like when you swipe a debit card to pump gas – they'll place a temporary hold first to make sure there are funds in the account)

The good news is these aren't actual charges so they just drop off of your account automatically, usually after 2-10 days depending on your account!

If no order/payment went through we have nothing to cancel or refund, please contact your bank/card issuer to see when the funds will be available to you.

Oh no! Hang on to all of your packaging materials and the unused item(s) and send an email to help@ashopofthings.com with a photo and description of the issue and we will assist you ASAP.

If your order is covered by Route Package Protection that is available at checkout, a claim must be filed with photos of the damaged package and item(s), no later than 30 days from when the order was marked as delivered to your address.
Need to file a claim?  File here

Please keep in mind most of our inventory is handmade and may contain slight variations in color, finish or shape. Please be forgiving, this is the charm of handmade items!

If your item has a small manufacturing flaw that does not affect the design or the function of the product, it is not eligible for return or replacement. All inventory goes through a quality inspection before shipping so rest assured that this is an unlikely situation. If anything was damaged during shipping please reach out to us!

At checkout, you have the option to affordably insure your package in the event it's lost in transit, stolen, or arrives broken through our insurance provider, Route!
We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what <3

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online, Route’s real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet?  Download here!

Purchased Route's Package Protection and looking to file a claim for a shipping issue online? File here!

Lost - (Package is stuck in transit)
The issue must be filed between 2 and 60 days after the estimated delivery date.

If there is not an estimated delivery date:

Domestic: The claim must be filed between 7 and 30 days from the last shipping update.
International: The claim must be filed between 20 and 30 days from the last shipping update. 

Stolen - (Package was marked as delivered but was not received)

The claim must be filed between 5 and 20 days from when the order was marked delivered. 

Damaged - (Package damaged in transit)

The claim must be filed with photos of the damaged package and item(s) no later than 20 days from when the order was marked delivered.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a claim for a shipping issue!

You can also file a claim for a shipping issue on Route’s app or website. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

Need to file a claim?  File here!

Insurance does NOT cover issues resulting from entering an incorrect address, or for a return to sender package.

We can only replace/refund broken or lost orders if the customer has purchased insurance.

We have the exact same tracking information you do! 

If your package is lost or delayed your best option is to reach out to your local post office. Sometimes USPS misses a scan which results in inaccurate tracking information and delays. The good news is packages do usually arrive!

If the tracking hasn't been updated for a week, please refer to the email that was sent to you via our Shipping Insurance provider Route, or at our help desk via email at help@ashopofthings.com!
**If you did not purchase shipping insurance, please reach out to USPS directly to file a claim.


Purchased Route's Package Protection and looking to file a claim for a shipping issue online? File here!

If you need to update your address before your order ships email help@ashopofthings.com with the correct address ASAP! We'll do our best to make any changes before your order gets packed.

If your order has already shipped we are not responsible for tracking or refunding any packages sent to the wrong address. Please be careful and double/triple check your shipping address at checkout!

IF YOUR PACKAGE IS RETURNED

Please email help@ashopofthings.com with your order number and the correct shipping address!

Once your package arrives back at our warehouse, we can either reship it or refund your order minus the cost of shipping and a 15% restocking fee.

If USPS goofed and did not deliver your package even though your address was correct, please let us know so we can ship your package back to you ASAP ♥︎
We cannot reship or refund orders until they arrive back at our warehouse.

☺︎If the package was returned due to an address issue and you would like us to re-ship, we ask you cover the cost of shipping.☺︎

You have 30 days to re-claim your order from the date it was returned! After 30 days, we are no longer obligated to hold onto your order <3

Occasionally packages get marked as delivered and end up arriving days later. Be sure to check your porch, neighbors, apartment offices, etc.

If a few days have passed, reach out to your local post office. (Don't call the 1-800 number, you'll be on hold for hours!) Google "post office" in your zip code and call their direct number. You can also speak with your mail carrier or leave a note.

We are not responsible for lost, missing, or stolen packages.

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery!

Orders placed before noon EST typically ship the next day, but please give us 2-7 business days to get your order out. We only ship during business hours Monday through Friday (9-5).

If you are placing multiple orders and would like for them to be combined, please let us know!

You'll receive an email with your order information, and a separate email with tracking once your order has shipped. If you don't see it after a few days check your*sPaM FoLDeR*!

**If you do not see your confirmation email in your inbox or spam folder, please reach out so we can help you locate your order!

What if I want to cancel my order?

Once an order has been packed it cannot be canceled or refunded. Send us an email at help@ashopofthings.com ASAP and we'll do our best to try and cancel the order before it ships out, but can't guarantee an order can be canceled once it's placed.

Please be sure you want to make a purchase before clicking submit!

If we are able to cancel your order, it is subject to a 15% restocking fee to cover the cost of processing the transaction both ways. We are a small business and this is the best we can do!

Yes, we are able to ship to most countries!

At this time, we are not able to ship to Asia or Africa.

All orders ship discreetly in brown boxes or pink envelopes with a return address for our sister store, A Shop of Things! Packages are shipped via USPS and include tracking! 

Orders are typically in transit for 2-5 business days once shipped. However, with current delays at the post office some packages take much longer, so please be prepared for this. We do not guarantee any shipping times. Please note transit time does not include the time it takes to prepare and ship your order from our warehouse

We do not offer expedited shipping at this time!!

We do not offer store pickup for online orders. Sorry!

Check out our butane troubleshooting page!

None of our lighters ship with fluid or butane and will need to be filled. It's illegal to ship flammable goods so we ship them empty!

Unsure if your lighter takes butane or lighter fluid? Check out the product description :)

PLEASE READ THE PRODUCT DESCRIPTION CAREFULLY! There's usually tips on how to clean the piece you purchased :)

We also put together a page of instructions and videos, you can check it out here!

Oh noooooo!!! Unfortunately, our insurance provider doesn't cover cases of Kitty Cat Carelessness, awwww!

BUT if it's any consolation, we can send your frisky felon to the Kitty Clink!

Just reach out to help@ashopofthings.com with a pic of your cute lil prisoner and their crime and we'll get them booked in the slammer. We're sure they'll be having inmate playdates in no time!

P.S. If ever you're interested, you can also opt in to donate to The Last Prisoner Project with each purchase as well! We already donate a portion of each sale, but you are always welcome to add an extra amount to help free cannabis prisoners <3 

Cannabis justice for everyone! 

If you have any questions or concerns please feel free to contact us at help@ashopofthings.com :)

We will respond ASAP, usually within 1-3 business days. If you don't hear back after 3 business days, check your spam folder. Please do not DM us on instagram! We are a small business so please be patient with us!

Please do not reach out via Instagram DM or comments!

We dooooo! Send an email to wholesale@ashopofthings.com for more information. :)

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