Refund & Exchange Policy

At The Bone Museum, we strive to provide high-quality product and customer support. If you are not completely satisfied with your purchase, we offer a 14-day return and exchange policy under the conditions outlined below.

Returns & Exchanges

You have 14 days from the date you receive your item to request a return or exchange.

To start a return or exchange, please email jon@thebonemuseum.org.

Return address: 697 Grand Street, Suite #942, Brooklyn, NY 11211

🚨 Important: Returns that are sent back without first informing us will not be accepted.

Eligibility for Returns & Exchanges

To qualify for a return or exchange, the item must meet the following conditions:

✔ Unused, undamaged, and in the same condition as received.
✔ Original tags still attached (if applicable).
✔ In its original packaging.
✔ Proof of purchase (order confirmation or receipt).

Any item that does not meet these conditions will not be eligible for a return or exchange.

Processing & Refunds

Once we receive and inspect your return, we will process it within 3–5 business days. You will receive an email confirmation regarding the status of your return or exchange.

Refunds

• Approved refunds will be credited back to your original payment method.

• Please allow 5–10 business days for your bank or credit card provider to process the refund.

• Original shipping fees are non-refundable.

Exchanges

• If you request an exchange, we will ship the replacement item once your return is received and inspected.

• If the item is out of stock, you may choose between a refund or store credit.

Important Notes

Return Shipping Costs

🚚 Customers are responsible for return shipping costs. We do not provide return shipping labels at this time.

Lost or Stolen Packages

📦 The Bone Museum is not responsible for lost or stolen packages during return shipping. We recommend using a trackable and insured shipping method.

Final Sale Items & Gift Cards

🚫 The following items are non-refundable and cannot be returned or exchanged:

• Final sale items

• Gift cards

• Custom or special-order items

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please email us at jon@thebonemuseum.org immediately so we can review and resolve the issue.

📌 Steps to report an issue:

1. Take clear photos of the item and packaging.

2. Submit the request.

3. We will review your request and provide a solution, such as a replacement or refund.

Cancellations & Order Modifications

If you need to cancel or modify your order, please contact us within 12 hours of placing the order. Once an order has been processed or shipped, we cannot make changes.

Discount Code & Promotional Purchases

Items purchased using discount codes or promotional offers can only be:

✔ Exchanged for an item of equal or lesser value.
✔ Returned for store credit (refunds to the original payment method are not available).

International Orders

🌍 International returns and exchanges are accepted, but customers are responsible for:

• Return shipping fees

• Customs duties and taxes (where applicable)

• Longer processing times due to customs clearance

We recommend using a trackable and insured shipping method for international returns.

Product Warranty

Certain products may come with a warranty. If applicable, warranty details will be included in the product description. If you believe your item has a manufacturing defect, please email us at help@thebonemuseum.org.