Customer Service

I need to change my order. What do I do?

We will do our best, but we are unable to guarantee order changes.

FOR U.S. and CANADIAN CUSTOMERS: Please call us at 800-338-1665 from 9 a.m. to 5 p.m. (Eastern time) Monday through Friday. If you are calling after hours, please leave a message with your name and daytime phone number. If you're unable to reach us by phone, please email us at orders@townsends.us and put "I need to change my order" in the subject line. Include your name and daytime phone number in your email. We will contact you as soon as possible.

FOR INTERNATIONAL CUSTOMERS: Please email us at international.orders@townsends.us and put "I need to change my order" in the subject line. Include your name in your email. We will contact you as soon as possible.

Placing orders for delivery to the U.S.

BY PHONE: 800-338-1665 or 574-594-5852

Our regular business hours are 9 a.m. to 5 p.m. (Eastern time) Monday through Friday.

ON OUR WEB SITE: www.townsends.us.

Web orders are processed during regular business hours. Stock items are sometimes shipped within a single business day. If you need to change anything on your order or you need delivery by a particular date, please call us. We are unable to guarantee order changes submitted by email or fax. Sales tax is payable on orders delivering to Indiana addresses. Contact us if you are tax exempt.

BY FAX: 574-594-5580.

Faxed orders are processed during our regular business hours. Please include both a daytime phone and/or a legible email on your fax so that we may contact you easily if questions arise. Please add our email address, orders@townsends.us, to your email address book to aid in this process. Sales tax is payable to some U.S. states. See Sales Tax below for details. Our order form is available in our print catalog or as a downloadable, printable form here.

MAIL ORDERS: We are happy to quote orders by phone before you complete your order form. We can also e mail a quote for you to print and include with your payment. Sales tax is payable to some U.S. states. See Sales Tax below for details. Our order form is available in our print catalog or as a downloadable, printable form here.

Mail completed order form and payment to:

Townsends
P.O. Box 415
Pierceton, IN 46562-0415
USA

Placing orders for international delivery

BY PHONE: 574-594-5852 or 800-338-1665 (Canada only)

Our regular business hours are 9 a.m. to 5 p.m. (Eastern time) Monday through Friday.

ON OUR WEB SITE: www.townsends.us.

Web orders are processed during regular business hours. Stock items are sometimes shipped within a single business day. If you need to change anything on your order or you need delivery by a particular date, please call or email us. Note that the order totals shown on our web site do not include any local duties, taxes, or fees which may be payable to receive your order when it arrives in country. Our staff will communicate with you about your order via e mail if additional information is needed to complete your order. Please add our email address, international.orders@townsends.us, to your email address book to aid in this process.

BY FAX: 574-594-5580.

Faxed orders are processed during our regular business hours. Please include your email on your fax so that we may contact you easily if questions arise. Please add our email address, international.orders@townsends.us, to your email address book to aid in this process.

MAIL ORDERS: We are happy to quote orders by phone or email before you complete your order form. We can also email a quote for you to print and include with your payment. Note that the order totals shown in our quotes do not include any local duties, taxes, or fees which may be payable to receive your order when it arrives in country.

Mail completed order form and payment to:

Townsends
P.O. Box 415
Pierceton, IN 46562-0415
USA

Prices and availability of stock

Many of our clothing items are made as ordered and may take several weeks to make and ship. If you have a close-up delivery deadline, please contact us. We are happy to check our stock for possible substitutions. Our non-clothing products are unique. Many are handmade by artisans and craftspeople who use raw materials that are seasonal or not readily available in large supplies. Prices and products are subject to change unexpectedly. We reserve the right to cancel backorders of 60 days or longer.

Guarantee and returns policy

We will accept returns for an exchange or refund of the product price within 30 days from delivery. We reserve the right to assess a restock fee on items that are not returned in purchased conditioned. Restock fees are decided on a case-by-case basis. Items that are returned in less than pristine condition, returned laundered, or altered in any way, will be returned to the buyer at the buyer’s expense. We do not refund shipping charges. Shipping fees will be assessed if we are asked to include additional products with an exchange shipment. Please include the buyer’s contact information with all returns. If in doubt, call us. Our return form is available in our print catalog or as the second page of this downloadable, printable form here.

Shipping and handling

We offer FREE SHIPPING for deliveries to the contiguous 48 United States for orders of $50 or more. There is a $7 minimum shipping and handling charge for orders under $50 delivered to Alaska and Hawaii and addresses outside the United States. Surcharges will be assessed based on parcel weight, dimension, and/or delivery address. Shipping fees for shipments to Alaska and Hawaii as well as to international destinations can be quoted upon request. Contact us at 800-338-1665 during regular business hours or email us at orders@townsends.us.

Split shipments and changes in shipping class will usually result in additional charges.

EXPEDITED SHIPPING REQUESTS MUST BE RECEIVED BEFORE 10 A.M. (EASTERN), MONDAY THROUGH FRIDAY, FOR PROCESSING THE SAME DAY.

Sales tax

Local and State sales tax is payable by residents of: Connecticut, Illinois, Indiana, Michigan, Minnesota, North Carolina, New York, Ohio, Virginia, and Wisconsin.

Gift certificates

Order our item number CT-100 in any amount of $5.00 or more. You will be sent a numbered certificate and our current catalog. No sales tax applies to gift certificates, but a $3.00 processing fee will be payable for delivery to U.S. addresses. International, First-Class Mail fees will apply to certificates mailed outside the U.S. Redeem certificates by mail or note the certificate number and amount of the certificate in the Order Comments field of your web order. Call us at 800-338-1665 if you need assistance. Our Free Shipping offer applies only to Gift Certificate redemptions and not to the purchase of Gift Certificates.