Refund policy

REFUND POLICY

Below you will find our full return, damaged and exchange policy. If you have any questions, please email us. 

Some types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
Custom Order/Designed Items
Clearance Items

To complete your return, we require a receipt or proof of purchase.  

Returns for Online Orders
If you have a damaged product from an online order please send photos of the damaged product, photos of the outside and inside of the packaging along with a description of the problem to returns@dustyscountrystore.com. We will respond within 24 hours with next steps. 

For quality issues on products, please refer to our Terms of Service. 

We have a pricing strategy of pricing most of our items at the lowest price that the vendor will allow us to. Because of this, we do not have a lot of flexibility in providing free returns, etc. This allows us to keep the prices lower for you. Full refunds are only provided for damaged or defective products. If you are returning an item and it is not considered damaged or defective, then you will not receive a refund of your original shipping costs and you are responsible for paying the shipping to return it to us. There is no restock fee. You may also return your item to our physical location at 216 E East Main St, Front Royal, VA 22630. Please contact us within 15 days of receipt of your item(s) to let us know that you will be returning your product. Email us at returns@dustyscountrystore.com. 

Shipping Address Accuracy
Please make sure your shipping address is correct at checkout. Dusty’s Country Store is not responsible for orders shipped to an address entered incorrectly by the customer.

If an order is returned to us because of an incorrect or incomplete address, the customer will be responsible for the cost of reshipping the package. Original shipping charges are non-refundable. If the customer no longer wishes to have the order resent, a refund will be issued for the item total only, minus the original shipping charge.

We do not do exchanges for online items, only refunds. It is usually best practice to go ahead and purchase the replacement item while your return item is on its way to us. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Lost or late packages:  Shipments are not considered lost by the carriers until after 20 days. If you have not received your shipment in that time frame, then we are happy to submit a case with our shipper. You may be needed to provide information in the process. Failure to provide the proper information will result in no refund being provided.

If you notice that your item says it was delivered but you did not get it, please wait 24 hours and contact your local post office. We have seen that many times they are marked delivered but will show up the next day. 

We highly recommend using a shipping service with insurance. Orders utilizing USPS First Class or USPS First Class International are not insured and cannot be refunded if lost, stolen or damaged.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at returns@dustyscountrystore.com.