Policies

CUSTOMER SERVICE

We are happy to answer any questions related to your order, our products, or information featured on our website. Please email us at orders@at.land or call/text us at 845-303-1197. 

 

CONSCIOUS CONSUMERISM

We hope to establish a mutually beneficial, lasting relationship with our customers as a small business. In an industry plagued with closures, irresponsible production practices, labor abuse, and environmental abuse, you can be assured your purchase from us takes the highest level of consciousness, thoughtfulness and responsibility into account that we can, through brands that carry the same values as we do.

We do this work gladly, it is ever-evolving, but it comes at a steep cost to small, independent multi-brand retailers like ours, given how the industry operates, and how discouraged responsible practices truly are, by the institutions and customs in place. Our policies are a reflection of what our business currently needs to survive these circumstances, while always looking for better, more mutually beneficial and accommodating ways of moving forward. Our goal in this is to re-establish a connected customer/retailer experience, with highly considered decisions at the center and attentive customer service. Anything we can do to help to ensure your purchase is successful, any questions or concerns about the policies below, we are here. 

 

RETURNS

We accept returns for store credit or exchange, on full-priced merchandise, in select categories. 

Certain items are exempt from returns, and are final sale, such as merchandise that is discounted, special order merchandise, artwork, gift cards, pantry and consumable merchandise, apothecary or liquids (cosmetics, skin care, hair care, fragrance), personal items such as eyewear and jewelry, intimate items such as swim, hosiery and undergarments, and time-sensitive merchandise such as magazines. We offer one exchange per original transaction. 

To be eligible for store credit or exchange, items must be received by stated deadlines unused, undamaged and in the same condition they were received, with tags in place. The original receipt must be provided.

Please note, policies for the At Land store and our website, at.land, may vary from any policies related to items purchased on Garmentory.com. Please see Garmentory.com for details on policies related to any of our items purchased on their platform.

 

IN-PERSON SHOPPING RETURNS

Returns on merchandise purchased in-person, during open hours, appointments or events, unless otherwise noted, are accepted within 14 days of purchase for store credit or exchange. You may bring items back to the store during our open hours, or contact us at orders@at.land with your order number to coordinate a time or special arrangements. Returns are subject to physical inspection to ensure they have come back in their original condition, and items must be from applicable categories. 

 

ONLINE RETURNS

If you would like to initiate a return or exchange, please contact orders@at.land promptly upon receipt to receive approval for qualifying items. At Land will issue an approval, and items must be sent back with an official postmark within 7 days of approval, no later than 14 days from your order's delivery. Orders shipped outside of the continental US, including Canada, are final sale. You may also bring the item back to our store location if this is more convenient.

To be eligible for store credit or exchange, items must qualify for return, be approved to return in advance, be unused, undamaged and in the same condition they were received. They must also be in the original packaging, or equally comparable/protective packaging with tags in place. Any shipping costs from your original order are non-refundable and will not be included in the store or exchange credit. 

Please note that we must receive and inspect your returned items before issuing your store credit, or shipping your new items for exchange. Depending on where you live, it may take time for your store credit to be issued, or your exchanged product to reach you, but we will do our best to process promptly, and will send a tracking number for any exchanged merchandise.

 

MISSING ITEMS, DAMAGES & THEFT

We require notice of missing and damaged items immediately upon receipt of your order. Please email orders@at.land to start a claim and include a detailed description of the issue, with photos of all sides of the packaging, interior of the packaging and damaged goods. Please note, we cannot accept any claims if photos are not provided.

At Land will work with the respective carrier to resolve any insurance claims on issues that occur while in transit, up to the point of delivery. Any damage or theft that occurs after delivery is the responsibility of the customer. If there is a concern regarding location safety, please email us directly after placing your order at orders@at.land to request signature upon delivery. 

Please note, we reserve the right to refuse responsibility for any issues that may occur as a result of the refusal of packages, refusal of taxes and duties, delays in notification, third party recipients, extended hold times at a facility, un-secure or unattended delivery locations, non-direct shipments, multiple redelivery attempts, or packages that may be sitting at their destination for extended periods of time, at the request of the customer, or due to delays on the customer's end. 

 

RETURNS SHIPPING

Once approval is received, please promptly mail back items to At Land, 17 Canfield Street, C/O Returns, Kingston, New York, US 12401.

We recommend using a reputable carrier with tracking capabilities and insurance, as the costs of shipping, damage in transit, delayed packages and/or lost packages are the responsibility of the customer.

At Land also reserves the right to refuse returns or charge applicable restocking fees where extended return shipping times, un-secure repackaging, or damage in transit are a factor. We ask that items arrive within a timely manner from the date of the postmark, as they were received. If approved items are sent back postmarked beyond the 14-day window, original delivery is changed/delayed by the customer for an extended amount of time, items are sent back to us without our approval, or items are not returned in their original condition, At Land reserves the right to refuse the return.

Applicable shipping charges, to return unapproved or refused merchandise back to the customer, are the responsibility of the customer. Any damage from transit or handling on refused items is the responsibility of the customer.

 

ONLINE ORDER CANCELLATIONS

Online order cancellations are honored for full refund, if contact is made immediately, and the order has not yet been packaged or processed. If the order has entered into packaging or processing, or if the order has shipped, our default return policies apply. Applicable restocking fees may also apply. At Land is unable to alter routes or retrieve packages back from carriers, once the order has been processed and shipped. Special orders are not eligible for cancellation.

 

ONLINE ORDER FULFILLMENT

Orders for in-stock items are processed and shipped within 72 hours, pending credit card and address verification. During sale events, critical shipping times or weather events, this estimate may vary. Items that are not in-stock, or labeled as pre-order, will be shipped when the items become available. We will provide an estimate to you shortly after your purchase in order to keep you updated on shipping dates. Please email us at orders@at.land for any special arrangements or urgent, expedited needs. 

 

FREE SHIPPING

We are currently offering free shipping on original orders over $250 within the continental United States. Exclusions include any shipping destinations outside of the continental US, brand exclusions, any merchandise that can be purchased online but not shipped (in-store pick-up only), large/heavy items, artwork, and furniture that is drop-shipped directly from our partners. If your order contains both drop ship and qualifying merchandise, you will only be charged for the drop ship rate.  If your order contains in-store pick-up items only, shipping will default to this. Please contact us at orders@at.land with any questions, or should any issues occur at checkout regarding free shipping.

 

IN-STORE/CURBSIDE PICK-UP

Local customers can purchase online and select our free 'Store Pick-up' option at our new Kingston location. We ask that items be picked up on the next available pick date, but are happy to hold longer for special circumstances, within reason. Please contact us to make these arrangements. 

 

ONLINE ORDER SHIPPING

At Land uses USPS and UPS for shipping. Carrier and shipping service selection is the responsibility of the customer at the time of purchase. If free shipping is selected, the item size, weight, and shipping location will determine which carrier is used. We also may have items drop-shipped directly from the maker or designer to save time and convenience. Larger items may require special arrangement with you to ensure safe arrival.

Certain restrictions may apply. We will be in close touch regarding any shipping circumstances that require additional attention or information.  Please be sure to enter the correct shipping address when placing your order, and confirm your address, as we are unable to intercept or reroute packages once in transit. Packages sent to an incorrect address are the responsibility of the customer. At Land is not responsible for delays due to outside circumstances, including acts of nature or other events, that may disrupt shipping nationally or globally. 

 

INTERNATIONAL SHIPPING

We currently have broad International Shipping capabilities, but certain exclusions may apply, depending on your location. If you are interested in shipping Internationally, and an option is not available during checkout, please contact us at orders@at.land with the item(s) and requested shipping location, and we will determine if shipping is possible via another means. International shipping outside of the continental United States is final sale, and other policy differences may apply. Any duties or import taxes, for any International shipment, are the responsibility of the customer.

 

PAYMENT

We use Shopify for payment processing. Shopify currently accepts Visa, Mastercard, American Express, JCB, Discover, Diners Club, Visa or Mastercard debit and credit cards, Gift Cards and PayPal (online only). 

 

SALES TAX

In-person sales are charged a sales tax rate of 8%, unless exclusions apply. Online sales tax is calculated based on the shipping destination at check-out, and applied only to orders shipped within the state of New York. Tax rates are variable based on state and local rates and are subject to change. For tax exemption requests, please contact the shop via email, with reseller documentation included, and we will issue an invoice, once approved. 

 

GIFT CARDS & STORE CREDITS

At Land offers Gift Cards that can be used either in-store and online. They can be scanned at the register or the Gift Card number can be entered online at checkout. Gift Cards are transferable between both transaction locations. Store credits issued for returns can also be used for online or in-store purchases.

These forms of payment come either as a paper receipt with a reference number for smaller denominations or store credits, or as a physical card for gifts purchased $50 and over, when cards are available. At Land is not responsible for lost or stolen Gift Cards or credit receipts once received. Any delays with receipt of store credits must be communicated to orders@at.land in a timely manner.

 

DISCOUNTS & PROMOTIONS

Only one discount code or offer can be used at a time. Discounts are applied to the cost of merchandise only and cannot be applied to gift card purchases, previous purchases, shipping, transactional fees, and taxes. Exclusions may apply depending on the nature of the sale, promotion, or location of promotion. The use of promotional codes renders the sale final, with the exception of the 'Newsletter Welcome' promotion currently running. This promotion is for 1x use only.

 

PRICE ADJUSTMENTS

We offer price adjustments for any items purchased within 2 days of a permanent sale or markdown start. Price adjustments are issued in the form of a store credit. This applies only to items permanently marked down. We may offer different incentives based on transaction location, online or in-store, and these adjustments are non-transferable. Flash sales, event specials, promotional codes, and any sales applicable to Garmentory merchandise or Garmentory promotions are not applicable for price adjustment.

  

ENVIRONMENTAL IMPACT

We are continuously pursuing ways to make our business operations environmentally friendly. We are a non-toxic environment free from chemicals and use all-natural plant-based cleaning products, in addition to utilizing only organic, whole products and ingredients. We use BPA/BPS free receipt paper, and plant-based biodegradable, compostable garbage and recycling bags. All packaging and disposables are recyclable and/or made from recycled materials.

 

PRIVACY

The information you provide us is strictly between us. Providing us information helps make things easier for you, as it allows us to keep digital records of your orders, or reach out to you with special offers and events related to our store. We will never disclose any of your information to outside parties, and we are conservative with email newsletters and notifications. Your transactions and information are stored in secure locations via Shopify and Mailchimp, and you may choose to opt out of email communications, or cancel your online account at any time. Please see the detailed Terms page for more information on encryption and data handling.