At Arbor, we aim to provide a smooth and transparent return process. Below, you'll find detailed information about our return policy and how to handle different situations.
1. What is our Return Policy?
By making a purchase on our website, you agree to the following terms and conditions:
Final Sales: Discontinued and discounted items are considered final sale and cannot be canceled, returned, exchanged, or refunded once the order confirmation is sent. All loan orders placed through Affirm are also final sales.
Non-Returnable Conditions: Items that have been modified, dirtied, stained, or damaged from their original condition are not eligible for return or exchange.
Proof of Purchase: You must provide a receipt or proof of purchase if the original packaging is unavailable for returns.
2. What if my item is damaged or incorrect?
Upon receiving your order, inspect the package for any visible signs of damage. If you notice damage, please contact the Arbor Team immediately for assistance. Signing for the delivery indicates acceptance of the product in its delivered condition.
If there are no visible damages at delivery, we recommend inspecting your order as soon as possible. If you find any issues, such as wrong items or hidden damage, contact the Arbor Team within 24 hours of delivery, and we’ll resolve it quickly.
For more details on handling damaged items, please refer to our Product Damage Claim Process.
3. Are there items ineligible for return?
Yes, the following items cannot be returned:
Final Sales: Discontinued and discounted items are considered final sale and cannot be canceled, returned, exchanged, or refunded once the order confirmation is sent. All loan orders placed through Affirm are also final sales.
Fragile and Custom-Made Items: Products like tiles, flooring, lighting, and custom-made orders are ineligible for returns.
Personalized Items & Gift Cards: These items are non-returnable.
4. Can I cancel my order and get a refund?
If you need to cancel or modify your order, please contact customer service immediately. We will do our best to accommodate your request, but changes or cancellations cannot be guaranteed once the order is processed for shipping.
Cancellation Fee: If cancellation is possible, a 20% cancellation fee will apply.
Shipping Process: If the order is already in the shipping process, you may refuse the delivery, but a 20% delivery and restocking fee will apply for non-damaged items.
Note: Discontinued and discounted items are considered final sale and cannot be canceled, returned, exchanged, or refunded once the order confirmation is sent. All loan orders placed through Affirm are also final sales. Please contact customer service to confirm item availability before purchase.
5. Can I still return my items?
If you wish to return your items, they must meet the following criteria:
The items must be in their original condition: unused, with tags, and in their original packaging.
Returns must be made within 30 days of receiving the product.
You’ll also need a receipt or proof of purchase.
If you’re unsure whether your item qualifies, contact customer service for assistance.
6. What happens if my return is approved?
Once your return is approved, we’ll send you an email with instructions on how to proceed. For large items, we will provide an estimated pickup schedule and confirm the exact date and time window 24-48 hours in advance.
After we receive and inspect the returned items, we will notify you if the return is approved. If approved, a refund will be issued to your original payment method.
7. What is the turnaround time (TAT) for a refund?
Refunds are processed once your return is approved, and the timing depends on your payment method:
Credit Card Refunds: 5 to 10 business days. Actual timing depends on your card issuer, especially during holidays or weekends.
Other Payment Methods: 7 to 10 business days, with variations depending on your bank or payment method.
Contact Us for Assistance
Email: Reach out to us at Hello@superarbor.io. Please include your name, order number, and details about your inquiry so we can assist you promptly.
Live Chat: Visit our website: https://superarbor.io/ for support.
Phone: Call 1-877-490-7099 (Monday to Saturday, 7:30 AM to 5:00 PM PST).
By placing an order, you agree to our terms and conditions, which may be updated without notice. Please review these terms periodically. Note that the information in this article may not cover all scenarios related to returns or shipping costs.