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.

Sending an Order as a Gift: 

FOR U.S. ORDERS:  Please let us know if you are sending the order as a gift. We will happily replace the packing slip that has the prices on it, with a card and note. Either place a note in the comments section located in "My Cart", call us, or send an email immediately after the order is placed. Just let us know what you would like the card to say, and we will get that replaced.

FOR INTERNATIONAL ORDERS:  We can send a card with a note along with the order, but we are not able to omit the packing slip with prices on it per custom's requirements of a business. Additionally, we cannot send it as a gift on our end, because as a business it is not a gift from us. This means the receiving person may be subject to the taxes and fees required by the country. If you order the items to be shipped to you and send it yourself through your local post, you can mark the package as a gift. The taxes and fees shouldn't be collected, but it's not guaranteed

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. Sales tax is payable on orders delivering to Indiana addresses. If you would like to have an online account marked as tax exempt please set up the account and send your tax exempt form to orders@townsends.us with the email attached to the account. We will let you know once we have marked your account as tax exempt. Please contact us if you have any questions.

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, please provide payment in USD. 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.

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

OUR PHYSICAL STOREFRONT

We do have a very small storefront attached to our warehouse, it is open by appointment. The store hours are Tuesday through Thursday from 10am to 4pm EST. If you would like to make an appointment to shop or pick up merchandise ordered over the phone please call or email customer service a month to a day ahead of time to ensure someone from customer service will be available.

During the busy Christmas season (November 24th through January 18th) we will not be able to take appointments and will only be available for order pick-up by appointment.

Stock on certain items, especially clothing, pottery, and iron can be very limited. If there are certain items you would like to look at you can call ahead of time and we can set them aside if they are available.

Unfortunately the cabin and other cooking sets are not open to the public.

 

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. The exception is if you have a custom piece of clothing. You'll need to contact Customer Service prior to the exchange to see if we can take it back. 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.

 Custom Items

At times we will make custom clothing items, perhaps changing a small detail on a garment or making it in a non-standard material. All customizations will have a flat fee of $20, sometimes it will be more depending on what the customization is. Once these items have been paid for and are on order the measurements and details cannot be changed, the item cannot be canceled, and the item cannot be returned unless there is a defect.

This means that if the garment does not fit you we would not be able to accept it as a return or exchange, for this reason we do not recommend getting a customization for a garment unless you have already tried on the standard size or version.

We may make an exception to a return, but it always needs to be discussed with Customer Service prior to returning. If we allow a return, there will be a minimum 20% restock fee, and you will no longer be able to order custom clothing from us. The garment will not be remade in the customization. Additionally, if you return a custom item without prior authorization, we may ask that you pay the shipping so we can return it, if we don't take it back for a restock fee.

If you would like to discuss custom items please contact customer service.

Shipping and handling

We offer FREE SHIPPING for deliveries to the contiguous 48 United States for orders of $75 or more. Shipping for orders of $74.99 and under is a flat rate charge of $8 unless otherwise stated. There is a $8 minimum shipping and handling charge for orders under $75 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 Jersey, 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. Virtual gift certificates are also available.These will be emailed to the email provided with the order and you can forward them on to the recipient.