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Returns & Refunds Policy – Caliber
This Returns & Refunds Policy applies to all purchases made through Caliber. By completing a purchase on our website, you acknowledge and agree to the terms outlined below. If you have any questions, please contact our customer support team at clientservices@caliberheritage.com.
This policy is established in compliance with the U.S. Federal Trade Commission (FTC) regulations, including the Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435), the FTC Act, and applicable state consumer protection laws.
Order Processing & Fulfillment Timeframes
In accordance with the FTC Mail Order Rule, orders are processed within up to 48 hours of payment confirmation. Estimated delivery time is 10 to 20 business days from the date of shipment, depending on destination and carrier conditions.
If we are unable to ship your order within the stated timeframe, we will notify you by email and provide the option to either consent to a new shipping date or cancel your order for a full refund.
Once your order has been shipped, a tracking number will be sent to the email address provided at checkout.
Note: Orders fulfilled via third-party suppliers may ship directly from a location different from our business address. All items are dispatched and fulfilled by a third-party logistics partner on our behalf.
1. Return Eligibility & Return Window
You must contact us within 30 days of the delivery date to request a return authorization. This window is consistent with FTC guidance and baseline standards under U.S. consumer protection law. Requests submitted after this period will not be eligible for a return or refund.
To be eligible for a return, items must meet all of the following conditions:
- Item is unused, unworn, unwashed, and unaltered
- All original tags, accessories, and packaging are intact and included
- Item has not been subjected to damage caused by the customer
- Proof of purchase (order number or order confirmation email) is provided
2. Return Shipping Costs
Return shipping costs are handled as follows:
- Customer-initiated returns (e.g., change of mind, size, or color preference): The customer is responsible for all return shipping costs.
- Defective, damaged, or incorrect items: Caliber will cover the cost of return shipping. We will provide a prepaid return label or reimburse documented return shipping costs upon approval.
We strongly recommend using a trackable shipping method for all returns. Caliber is not responsible for returned items lost in transit without tracking.
3. Return Address
The return shipping address will be provided to you via email once your return request has been reviewed and approved. Do not send items back without first receiving written return authorization and the designated return address from our support team.
4. Non-Returnable Items
The following items are not eligible for return or refund under any circumstances:
- Hygiene or personal-use items that have been opened and cannot be resold
- Custom-made, personalized, or made-to-order products
- Items marked as "Final Sale," "Clearance," or otherwise designated non-returnable at the time of purchase — this designation will be clearly displayed on the product page prior to checkout
- Digital products or items delivered electronically upon purchase
- Items showing signs of wear, washing, damage, or misuse by the customer
5. Refund Process
Once your returned item is received and inspected, we will notify you by email of the outcome of your return review. Approved refunds will be issued to your original payment method within a reasonable processing period. Please note:
- Refund processing times may vary depending on your bank or payment provider, typically ranging from 3 to 10 business days after approval
- Customers located further from our fulfillment center may experience slightly longer processing times due to transit duration
- If you have not received your refund within 15 business days of approval notification, please contact us at clientservices@caliberheritage.com
As an alternative to a monetary refund, we may offer store credit at your discretion.
6. Exchanges
To request an exchange for a different size or color, please contact our support team within the 30-day return window. Exchanges are typically processed by returning the original item and placing a new order. If the exchange is the result of a defective or incorrect item, we will arrange a replacement at no additional cost to you.
7. Defective, Damaged, or Incorrect Items
If you receive an item that is defective, materially different from its product description, or otherwise not as advertised, you have consumer rights under the FTC Act and applicable state law. Please contact us as soon as possible — and no later than 30 days after delivery — with the following information:
- Your order number
- A clear description of the issue
- Photographic evidence of the defect or discrepancy
We will offer a full refund, replacement, or reshipment at no cost to you, depending on the nature of the issue and product availability.
8. Undelivered or Lost Orders
If your order has not arrived within the estimated delivery window of 10 to 20 business days, please contact us at clientservices@caliberheritage.com. Under the FTC Mail Order Rule, if we are unable to fulfill shipment or resolve a delivery issue, you are entitled to a full refund. We will investigate with the carrier and provide a resolution within a reasonable timeframe.
9. How to Request a Return, Refund, or Cancellation
To initiate any return, refund, or order cancellation request, please email clientservices@caliberheritage.com with the following:
- Your full name
- Order number
- Reason for the return or cancellation request
- Photos if applicable (defective or incorrect items)
We will respond within 2 business days and provide further instructions. Please do not ship any items back without receiving written authorization first.
10. Order Cancellations
Orders may be cancelled at no charge if the request is submitted before the order has been processed for shipment (within the 48-hour processing window). Once an order has shipped, it cannot be cancelled and must be returned following the standard return process.
11. Consumer Rights Under U.S. Law
This policy does not limit or override any consumer rights you may have under applicable federal or state law, including but not limited to:
- FTC Act — protection against deceptive, misleading, or unfair business practices
- FTC Mail Order Rule (16 C.F.R. Part 435) — right to shipment within the stated timeframe or the option to cancel for a full refund
- Fair Credit Billing Act — right to dispute charges for items not received or materially different from their description when paid by credit card
- State consumer protection laws — additional protections may apply depending on your state of residence (e.g., California Civil Code § 1723, New York General Business Law § 218-a)
If you believe your consumer rights have been violated, you may also file a complaint with the FTC at ReportFraud.ftc.gov.
12. Policy Updates
Caliber reserves the right to update or modify this policy at any time in accordance with changes to applicable law or business practices. Any updates will be published on this page with an updated effective date and will take effect immediately upon posting. We encourage customers to review this policy periodically.
Contact Information:
Caliber – Customer Support
Email: clientservices@caliberheritage.com