Return and Refund Policy

Please note that phone calls may be monitored or recorded for quality assurance and training purposes. By accessing, visiting, browsing, using, or shopping on our website, whether placing an order online or by phone, you agree to our terms and conditions.

RETURN POLICY

That’s The Scoop offers returns under the following guidelines.

  1. You may return eligible unused and undamaged merchandise within 15 days of delivery for an exchange, store credit, or refund. A 15% restocking fee applies. Please see the exceptions listed below in sections 4, 5, and 6.

    Many items may be shipped to you at no additional shipping charge. If you choose to return an item, you are responsible for both the original shipping cost and the cost of shipping the item back to the applicable warehouse.

    Merchandise returned more than 15 days after the delivery date will be refused and may be returned to you at your expense.

  2. Contact That’s The Scoop at [email protected] or +1 716-489-0412 to request a Return Authorization Number before returning any merchandise.

    Returns will not be accepted without prior authorization.

    Once approved, follow the return instructions provided by our team. Please clearly include your Return Authorization Number with the return package as instructed.

  3. Non-Returnable – Custom Orders

    Products that are customized, made to order, or built specifically for an order are non-returnable and non-cancellable once the order has been placed.

    This includes products from brands and categories such as GuildMaster, Timeless Classics, Zentique, Gallery Designs, Mainly Baskets, John-Richard paintings and artwork, framed or unframed art, custom wood furniture, upholstered furniture, wall art, paintings, prints, framed objects, and other custom-made products.

    Natural materials, including alabaster, marble, wood, bamboo, cane, stone, shells, granite, animal hides, leather, and other naturally sourced materials, may vary in color, grain, texture, markings, and appearance.

    These variations are natural characteristics and may differ from website photographs or from one shipment to another. Natural variation is not considered a defect and is not a valid reason for return.

    Handmade, hand-painted, handblown, metal, iron, glass, and artisan-made products may also include variations that make each piece unique. These characteristics are part of the handcrafted nature of the item and are not considered defects.

  4. The following brands are non-returnable:
    • Zentique
    • Mainly Baskets (made to order)
    • John-Richard
    • Noir
    • Regina Andrew
    • Southern Living
    • Coastal Living
    • Worlds Away – Furniture, vanities, chairs
    • Scarborough House
    • Aston Court
    • Sarreid
    • Decorative Crafts
    • That’s The Scoop Curated Art
    • Essentials for Living
    • Wendover Art
    • Maitland-Smith
    • Bobo Intriguing Objects
    • Kindel
    • Karges
    • Council
    • Caracole
    • Currey and Company
    • Hooker
    • Belle Meade Signature
    • Woodbridge

If any item arrives damaged, we will work with you to arrange a repair or replacement when appropriate.

To report shipping damage, please email [email protected] and include clear photos of the shipping box from all sides, the packaging, and the product showing the damage.

All damage, delivery issues, or claims must be reported within 24 hours of delivery.

  1. Non-Returnable – Seasonal Items

    Products featuring seasonal or holiday themes, including Easter, Christmas, Fourth of July, and similar seasonal merchandise, are not eligible for return.

  2. Non-Returnable – Clearance Items

    Clearance merchandise is sold as-is and is not eligible for return, except when the item arrives damaged or defective.

  3. Returned merchandise must be in the original vendor packaging and in the same condition in which it was received.

    Returns should be shipped using an insured and trackable method, such as FedEx, UPS, or the same type of shipping service originally used to deliver the product.

    The customer is responsible for original and return shipping costs on all eligible returns and exchanges.

    Returned products must be new, unused, unaltered, and uninstalled. Lighting products must not have cut or clipped wires and must not have been exposed to water.

  4. Please allow up to two weeks for an approved return to be received, inspected, and processed.
  5. Please consider the shipping costs and processing time involved before requesting a return or exchange.
  6. Lighting Fixtures

Wired lighting fixtures, including chandeliers, pendants, sconces, flush mounts, semi-flush mounts, and other hardwired lighting products, cannot be returned or exchanged after installation.

We cannot accept lighting fixtures that have been damaged during installation or installed improperly.

We strongly recommend that all hardwired lighting fixtures be installed by a qualified or licensed electrician.

  1. Monitor and Color Differences

We make reasonable efforts to provide accurate product photography showing colors, finishes, shading, textures, and decorative details.

However, colors and finishes may appear differently depending on your monitor, browser, screen brightness, display settings, lighting conditions, and other device-related factors.

That’s The Scoop cannot guarantee that the color displayed on your screen will exactly match the physical product.

If color, finish, texture, shading, or decorative effects are important to your purchase, please contact us before ordering to ask whether a finish sample or additional product information is available.

  1. MIRRORS – FRAGILE AND HEAVY ITEMS

Due to the high risk of damage during return transportation, mirrors are non-returnable.

If a mirror arrives damaged, we will work with you to arrange an appropriate replacement or other resolution.

Glass tables and furniture weighing more than 10 lbs are also non-returnable.

CERAMIC – GLASS – BREAKABLE ITEMS – FRAGILE

Due to their fragile nature and high risk of damage during return shipping, these items are non-returnable.

If an eligible fragile item arrives damaged or broken, we will work with you to arrange a replacement or other appropriate resolution.

ACRYLIC

Due to the delicate nature of acrylic products, acrylic furniture is non-returnable.

  1. Information on the Website

When products are sold as a set, this will be stated in the product name or description using wording such as Set of 2, Set of 3, S/2, S/3, or similar language.

Please carefully review the individual product page and product description before placing your order.

Some website images may show multiple coordinating items together for styling, display, or collection purposes. Unless specifically stated otherwise in the product description, additional items appearing in an image are not included with the purchase.

That’s The Scoop is not responsible for products that do not fit through exterior or interior doorways, hallways, stairways, elevators, windows, or other restricted spaces during delivery or installation.

Please measure all applicable access points carefully before placing your order.

Credenzas, chests, buffets, tables, and other large furniture may be boxed, crated, placed on a pallet, or otherwise prepared for freight delivery.

For estimated packaged dimensions of a particular product, please contact us at [email protected] or +1 716-489-0412 and provide the product name and item number.

Product Coordination & Availability Policy

We make every reasonable effort to accommodate requests for coordinated products, including matching colors, finishes, collections, fabrics, and upholstery. However, exact coordination may not always be possible.

Products ordered as pairs, sets, or part of a coordinated collection may experience delays if one or more components are backordered or unavailable.

In certain situations, after consultation with our manufacturers or production partners, a product may no longer be available for fulfillment. If this occurs, we will make reasonable efforts to help coordinate your selection with the remaining available items.

We maintain communication with manufacturers and production facilities and work to minimize delays while preserving product quality.

However, material shortages, supplier delays, production limitations, and other circumstances outside our control may affect availability or production time.

Manufacturers may also modify or discontinue products without prior notice.

Made to Order Art:

Made-to-order artwork may include paintings, embellished printed art, furniture, and coordinated collections.

When purchasing pieces from a matching collection identified by letters, numbers, Roman numerals, or other collection references, we strongly recommend ordering the coordinated pieces at the same time.

Ordering matching items together allows them to enter production during the same production cycle and helps improve consistency in details such as gel strokes, paint strokes, mirrors, stones, textures, dimensions, and other handcrafted elements.

When coordinated pieces are ordered at different times, manufacturers and artists cannot guarantee exact consistency in finish, color, texture, or decorative application.

Custom-Made Art Shipping & Returns

Because custom-made artwork is produced specifically for each order, these items are not eligible for return.

If your artwork arrives damaged, we will work with you to resolve the issue.

Minor frame damage may be addressed through repair service when appropriate. If artwork is significantly damaged or broken during transit and the required documentation is provided, a replacement may be arranged.

Customers purchasing artwork may receive specific delivery instructions explaining how to inspect and accept the shipment.

How We Ship Safely

To help protect artwork and fragile products during transportation:

  • Some items may be packed in a carton and secured to a pallet or skid for additional protection.
  • Larger or more delicate products may be delivered using a specialized furniture or freight carrier.
  • We work with manufacturers, carriers, and shipping professionals to select an appropriate shipping method based on the product.

Cancellations

We work to process and ship orders as quickly as possible and will make reasonable efforts to accommodate eligible cancellation requests.

Many products ship directly from manufacturers or may enter production shortly after an order is placed.

If you would like to cancel an order, you must contact us within 24 hours of placing the order.

After 24 hours, an order may already be in production, prepared for shipment, or in transit.

Orders cannot be canceled once they have entered production or after the 24-hour cancellation period.

Backordered or significantly delayed orders may be handled differently. If we notify you of a revised expected delivery date, you may be given the option to continue with or cancel the order at that time.

Once you confirm that you wish to keep a backordered or delayed item, the item may be reserved or placed into production specifically for you and can no longer be canceled.

Orders cannot be canceled while in production, while in transit, or after delivery.

Backordered or delayed products that have been approved by the customer to continue processing are not eligible for return.

Placing an Order and Accepting Delivery

When you place an order online, over the phone, through a payment link, PayPal link, in person, or through another approved payment method, an order confirmation will be generated and sent to the email address you provide.

You have 24 hours after placing the order to review and correct important order information, including your name, shipping address, phone number, email address, SKU numbers, item names, and other relevant order details.

That’s The Scoop is not responsible for incorrect information provided by the customer.

If you do not receive an order confirmation, please contact us at +1 716-489-0412 or [email protected], as the confirmation email may have been filtered into a spam or junk folder.

By placing an order through any available method, the customer agrees to our terms and conditions, return policy, and delivery requirements.

The contact and delivery information entered with your order is used to process and deliver your merchandise.

If incorrect customer information results in an additional shipment or reshipment, the customer may be responsible for the additional freight cost plus a $100 handling fee.

If an incorrect phone number or email address prevents the carrier from arranging delivery and the merchandise remains at a terminal or warehouse for more than three days, storage fees of $25 per day may apply, along with reshipping costs and a $100 handling fee.

If a customer fails to communicate with the carrier, refuses to arrange delivery, or does not accept merchandise within a reasonable period and the shipment is held for more than three days, applicable storage, handling, redelivery, or return freight charges will be the customer’s responsibility.

In these circumstances, refunds, credits, or exchanges may not be available for the affected order.

  1. To help us process an exchange request, please email [email protected] with the following information:
    • Your Name
    • Order Number
    • Item you wish to exchange
    • Size, color, or style you would like instead

    We will respond with availability information and any applicable shipping charges for the requested replacement item.

    Please keep in mind that manufacturing and shipping schedules may vary throughout the year.

    Holidays, seasonal changes, high order volume, designer schedules, and manufacturer production schedules may result in longer processing or transit times.

    Please consider the cost and time involved when requesting an exchange.

    Custom, personalized, perishable, and seasonal items are final sale and cannot be returned or exchanged unless there is a confirmed workmanship defect.