FAQ - Frequently Asked Questions

Frequently Asked Questions (FAQ)

Do you offer international shipping?

Not yet — we currently ship within the United States only.

How long does it take to process my order?

All orders require a handling time of 5–7 business days (Mon–Fri) before shipping.

What are the shipping charges and delivery times?

Free standard shipping within the U.S.

  • Transit time: 3–4 business days
What is the order cut-off time?

Orders placed before 4:00 PM EST (Mon–Fri) start processing the same day. Orders after that process the next business day.

Can I track my order?

Yes. A tracking link is emailed as soon as your order ships.

What is your return policy?

Returns accepted within 14 days of purchase if unused, in original packaging, and in the same condition received.

How do I start a return?
  1. Email support@smalltownconnetchin.com for approval.
  2. Once your return request is approved, we’ll send you instructions.
  3. Pack securely, write the RA number on the package, and ship it back.
Who pays for return shipping?

Customers cover return shipping unless the return is due to a defect or our error. Please use a trackable method.

When will I get my refund?

After we receive and inspect the return, approved refunds are issued within 15 business days to the original payment method.

What items are non-refundable?
  • Opened or used products
  • Gift items
  • Customized Products
What if my item is damaged or defective?

Email support@smalltownconnetchin.com with details and photos and we’ll fix it fast.

Do you offer exchanges?

Please return the original item and place a new order for the replacement.

Can I change or cancel my order?

If your order hasn’t entered production, we’ll do our best. Contact us ASAP at support@smalltownconnetchin.com.

What payment methods do you accept?

Major credit/debit cards and other methods shown at checkout. All payments are securely processed.

How can I contact support?

Phone: +1 715-577-9774
Email: support@smalltownconnetchin.com
Mailing Address: 2809 E Hamilton Ave #2150, Eau Claire, WI 54701
Support Hours: Mon–Fri: 5:00 AM–8:00 PM · Sat–Sun: 10:00 AM–8:00 PM

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