Cancellations & Returns

 

Your satisfaction is always our first priority.

While we hope you’ll love every unique piece you purchase from Scout & Nimble, we also recognize that things don’t always go according to plan. Below, we have outlined our guidelines for canceling or returning merchandise and working with our Customer Care team to resolve other issues. 

Cancellations

Most items can be canceled without penalty before they have begun processing for shipment. Depending on item availability,* we recommend adhering to the following guidelines:

In-Stock Items

We attempt to accommodate all cancellation requests for in-stock items, but cannot offer a guarantee. Please submit your cancellation request no less than 24 hours from the time your order was placed.

Backordered Items

Please submit your cancellation request no less than 2 weeks before an item is estimated to arrive back in stock. Given the dynamic and variable nature of international shipping, back-order dates are always estimates and are subject to change.  Please contact our Customer Care Team for an update on your backorder date prior to requesting cancellation.

Made-to-Order Items

These items cannot be canceled, as they are immediately submitted for production and built to your specifications. Thank you for your understanding.

Things to Note:

  • A request for cancellation does not immediately confirm the cancellation of your order, as this process may take up to 72 hours to complete. Once your order has been successfully canceled, you will receive an email confirmation for your records.
  • If a cancellation is not able to be processed and delivery of the item(s) is refused by the customer, the order will be treated as a return and any applicable fees will apply and be deducted from the refund on your order.
  • If a product is listed incorrectly, sold at an incorrect price, or if a discount code is applied incorrectly, we reserve the right to refuse or cancel the order.
  • *Some product pages or order correspondence will display estimated availability for back-ordered items; please note this is only our very best estimate, and restocking dates are not guaranteed. Items may come back in stock prior to the listed backorder date.  Similarly, products that are made to order have an extended lead time to allow for production. Any pending orders will receive an email notification in the event of a restocking or production delay. Please email [email protected] if you have any questions regarding product availability.

 

Returns

Visit the Returns tab on each product page to review an item’s return eligibility.

Return requests for small parcel items must be submitted no later than 30 days from the shipment's delivery date and shipment's delivery date no later than 7 days for freight & LTL shipped items. To qualify for a return, an eligible* item must be returned in its original condition and original packaging**. Please contact our Customer Care Team before returning items to receive a Return Authorization Number and appropriate instructions. Items that are received without a Return Authorization will be sent back to the customer and the customer will be responsible for shipping costs associated with the Unauthorized Return.

To initiate your return, reach out to our Customer Care Team in advance of returning items to receive a Return Authorization Number and appropriate instructions. Once you request your return, and your return has been approved, we will send you a return label with the appropriate return instructions along with an RA number within 2-4 business days of your return request. 

*The following items are ineligible for returns:

  • Items without original packaging
  • Any items marked as non-returnable (disclosed on the Returns tab of each product page)
  • Items marked as “custom” or “made-to-order” on the product page
  • Opened bedding, including pillows, pillow inserts, pillow covers, throws, duvets, and poufs.
  • Any item that has been altered from its original condition (installed lighting, painted, cut, etc.)
  • All samples, upholstery swatches, or finish chips
  • Price-matched orders
  • Antiques, vintage, or one-of-a-kind items
  • Gift cards
  • Open Box Items

 

**If an item is found to be in used, opened, or altered condition, Scout & Nimbles reserves the right to refuse the return of the order and subsequent refund.
 

Fees

Store Credit - Opt to receive a refund in the form of store credit, less a 5% restocking fee. Any initial shipping fees or delivery fees associated with your order are non-refundable.

Original Form of Payment - Opt to receive a refund back to your original form of payment, less a 5% restocking fee. Any initial shipping fees or delivery fees charged are non-refundable. In addition, it is the customer’s responsibility to pay for shipping back to Scout & Nimble. For more details on shipping fees prior to placing your order, feel free to reach out to our Customer Care Team.

Things to Note:

  • Return shipping fees can vary depending on the location of the return, the size, and weight of the item, and the selected return method.
  • All freight return pick-ups are scheduled on Thursday between 10 am - 2 pm, you must be present to release your return. 

 

Lost or Stolen Packages

Before contacting [email protected] to open an investigation for a missing package, please first:
  1. Verify the delivery destination reflected in tracking. (If this address differs from your Shipping Address, please refer to your shipping confirmation email to determine whether your shipment might have been delivered to a fulfillment center tasked with scheduling a delivery appointment.)
  2. Look for a notice of attempted delivery on your door, in your email, text message, or voicemail. 
  3. Search the surrounding property in case the package was placed in a hidden location.
  4. Check with any party that may have accepted the package on your behalf: neighbors, roommates, property manager, or front office. Investigations cannot be opened for packages that have been signed for.

Things to Note:

  • Scout & Nimble is committed to assisting with tracing all claim scenarios with the respective carrier. However, it's important to note that Scout & Nimble does not accept liability for packages that have been signed for or have photographic proof of delivery to the address specified in the order.
  • All freight shipments will require a signature for delivery. If you opt to waive this signature requirement, your right to a claim will be forfeited. No exceptions.

 

Damages, Defects & Incorrect Items

Scout & Nimble strives to fulfill every order without incident, but rest assured we will take care of any items that are not up to standard.*

Any irregularities must be noted on the delivery receipt (when applicable) and reported to Scout & Nimble within 7 days. 

Please inspect your shipment for accuracy, damages, and defects at the time of delivery. If your order is delivered via Freight or LTL, customers agree to inspect goods prior to accepting delivery. If the packaging or item(s) have any obvious damage or is otherwise incorrect, you may opt to refuse the shipment and mark the delivery paperwork as such or reach out to our Customer Care Team prior to the delivery team's departure.

If you opt to refuse delivery, please ensure you take clear photos of the damaged or incorrect item prior to the delivery team's departure. In the event that a shipment is refused prior to inspection, you may be subject to re-delivery or return fees.

If you chose to accept the shipment, please ensure that you retain all packaging materials in their original condition, as they will be necessary for a potential return. Our Customer Care Team will work with you in securing a discount, scheduling a repair, providing replacement parts, or arranging for a full replacement. If a refund is requested, you will need to initiate your request as a return, which may incur fees for shipping & handling.

 

Additional Things to Note

Product Variation

As online retailers, we take our responsibility seriously to accurately represent our products. Alongside images, we offer comprehensive product measurements and detailed material and finish descriptions to assist you in making informed design choices. However, slight variations in dimension, finish, or details from the depicted or described model may occur, as all goods, even those tailored to precise specifications, are subject to industry-standard tolerances and variations.

Many of our suppliers utilize natural materials known for their inherent diversity. Wood exhibits unique grain patterns, stains or dyes settle differently, metal items may vary in tone and luster, and stone displays individual color and texture variations. Certain intentional distressing and inconsistencies are common across many of our products.

Product photography is produced in multiple locations with small variations in lighting and other environmental factors; as such, products may appear slightly different in dimensions, finish, or detailing than pictured. Additionally, variations in color may occur as every screen renders colors differently. Scout & Nimble bears no responsibility for variations between the actual product color and its representation on a device or in printed materials.

Given these factors, any instances outlined above will be treated as a standard return.

Wear & Tear & Care

At Scout & Nimble, we strive to offer long-lasting products made with exceptional craftsmanship and high-quality materials; some deterioration is to be expected over time as items are subjected to general wear and tear. Dyes or finishes will settle, fabrics will relax, and hard surfaces will react to wind, climate, or frequent handling. 

It is important to follow all proper care guidelines for your item. These are often included on an item tag or included as a print brochure with the packaging (please contact [email protected] if you are in need of care instructions).

In appropriate situations, Scout & Nimble always recommend the use of coasters or placemats to protect furniture and to cover or store outdoor furniture when not in use. Scout & Nimble cannot repair, replace, or credit any product that has been subjected to improper care, accident, abuse, misuse, or general wear and tear.

White Glove

During White Glove deliveries, packaging may be removed upon delivery. If you're contemplating a return, it's crucial to retain all packaging materials, as returns cannot be processed without them. In the event that you're unable to preserve the packaging, a return is no longer eligible.

Should your delivery team arrive without the necessary packaging materials, kindly reach out to our support team at (833) 857-2062 or via email at [email protected] prior to their departure.

Open Box Items

Open box items will be labeled as such and, if applicable, will feature a description of any damage or defect listed on the individual product page(s), accompanied by photos to better aid in your decision-making process. It follows that Open Box items are sold in 'as-is' condition and are not eligible for return or replacement. All sales are final.

Measurements

Measure your front door, elevator(s), stairwell(s), delivery path, and the area where you plan to place the item(s). If delivery is refused due to sizing, the order will be treated as a return and any applicable fees will apply.

Warranties

While Scout & Nimble does not offer any express or implied warranties, some products may be covered by a limited manufacturer’s warranty. Please email our Customer Care Team to see if your purchase qualifies.

 

 

 

 

 

Start a Return or Report an Issue

Our online returns form is currently under construction.

To initiate your return or report an issue, please send photographs and a detailed description to our Customer Care Team at
[email protected] or click the button below. Your request will be responded to within 2 business days.

 

     CONTACT CUSTOMER CARE