100% Satisfaction Guarantee
First and foremost in the policies at Ravenswood Leather, is our customer service. We take great pride in providing a quality product and serving our customers needs as we appreciate your business and desire to serve you in every way to the best of our ability.
Products: All of our products that we make are 100% guaranteed for life against any defects in workmanship or assembly, which means if any seam, rivet, grommet, buckle, etc., comes apart or breaks (under normal use and wear) we will repair or replace it free of charge (without shipping). This guarantee also includes minor alterations, so you can still enjoy your favorite garments if you happen to lose a size. (Please see Alteration Policy for more information) This does not include products that we do not produce, such as swords, daggers, pistols, games, bows, nautical, boots, hats, etc.
Customer Service: To ensure we provide the best in customer service we request that all correspondence be through e-mail as it allows both sides of the conversation to be documented and allows us the ability to ensure that we are doing all we can to take care of you, our customer. Any correspondence via phone will be documented via a follow up e-mail either from Ravenswood Leather or the customer to confirm details.
Forms of Payment: We are happy to accept payments made with Visa, Master Card, Discover, American Express, PayPal (online/layaway only), Cash (store only), and Cashier’s Check/Money Order (store/layaway only). We do not accept Personal Checks. A fee of $35 will be charged for any bounced or returned checks.
Production Time/Status Updates
Website Order Status: When logging into your account, you may view your order status as “Completed” when we have successfully received the order and moved it into the production line up. The average order ships within 4-6 weeks (8 weeks during fair season) from the date your order was placed. If all items purchased are in stock, you may expect your order immediately. Typos and errors can happen with website pricing, we cannot always honor pricing as stated.
Clothing Production: Please be advised, if you purchased a leather clothing item, your order may take an estimated 8 weeks to produce. Throughout the year we also encounter multiple busy seasons that may extend the amount of time needed to produce your order. In a world filled with mass produced items our goal at Ravenswood Leather is to provide our customers with a quality tailored item created to your personal specifications with exceptional customer service. This may add to production time, however the quality items you receive could last you a lifetime. If your order contains embroidery, please know that this may also add to the wait time, proportionate to the complexity of your embroidery.
Status Updates/Inquiry: Please note that we are currently in the midst our busy season and have received a large influx of orders which has extended production time even farther than the projected 6 week time frame. We understand that purchasing your custom item is exciting and we would like to be able to deliver your items to you as quickly as possible while still maintaining the level of quality that you have come to expect from Ravenswood Leather. To ensure that our production crew is able to work as efficiently as possible to deliver your custom item to you during this busy time, we ask that you limit status inquiries to allow our production crew the time your order deserves. We are always happy to inform you as to the status of your order however when receiving a large amount of e-mails requesting updates, our team is delayed from producing orders so they can instead follow up each request individually.
Please see our Premium Processing/Rush Orders Policy in regards to rush orders.
When placing your order, the shipping services will automatically be offered that are available in your area. We currently use shipping services provided by U.S.P.S and UPS. You will be able to select which shipping service and speed you would like for your items. Items that are in stock will ship out immediately upon receipt of payment and will be delivered by the service selected. Most items are made to order and will take longer to ship. Please see Production Time/Status Updates for made to order items in regard to the duration of production times prior to shipment.
International Shipments: All international shipments are sent via the United States Postal Service (U.S.P.S.) and we are required to have the total cost of the packages contents printed on the shipping label for U.S. customs export laws. All orders exported outside the U.S. are subject to the receiving countries custom fees, laws and regulations. Our services only allow us to calculate shipping charges to deliver the product to the country and any customs fees or charges incurred must be covered by the customer at that time. If you are unsure as to your countries import fees, laws, or regulations, please contact your countries customs department to prepare for any potential charges or issues. Please see Production Time/Status Updates for made to order items in regard to the duration of production times prior to shipment.
Signature Required/Insurance: Orders are no longer shipped Signature Required. Please contact us by e-mail ( email@example.com ) immediately upon placing your order to purchase Signature Required for your shipment. Insurance may also be purchased for your shipment by contacting us via ( firstname.lastname@example.org ) immediately upon placing your order. Please include customer name, order ID number, and items ordered in all e-mail requests.
Tracking Numbers: All orders will receive a complimentary automatic e-mail from the shipping service selected, sent to the address on file with the order, containing the tracking number and information for the package once the items have shipped. Please keep this e-mail till your items have been successfully delivered as no additional e-mail will be sent and tracking information will not be available for your order via ravenswoodleather.com. Please contact us at email@example.com if you would like your tracking number information set to a different address than what we have on file.
Shipping Address: It is the responsibility of the customer to ensure that Ravenswood Leather has been provided with the correct shipping and billing information. Ravenswood Leather cannot be held responsible for incorrect shipping or billing information provided by the customer. If you find that your shipping or billing information is incorrect or has changed please notify us immediately via e-mail at firstname.lastname@example.org with the correct updated shipping or billing information for your order. If your order has already shipped we will work with you and the shipping service to reroute your package as quickly as possible and to minimize any delay in the delivery of your order however a fee will incur. Should an error arise in the shipping or billing information on behalf of Ravenswood Leather, we will do all we can to correct the issue and work with the shipping service to minimize any delay in the delivery of your order.
Orders and Events: Shipping will be calculated with a flat rate for every special order/alteration made at an event. Shipping will be charged for every order delivered for pick up at an event. Should you wish your order to be delivered to an event with Ravenswood Leather, a calculated shipping rate will still apply.
Pick-Up: Shipping will not be charged for orders picked up in person from 5104 Crater Lake Ave. Central Point, Oregon 97502 within 14 days of order fulfillment.
Free Shipping: Only applies to qualifying orders, continental U.S. only.
Please see our Premium Processing/Rush Orders Policy in regards to rush orders.
Premium Processing/Rush Orders
Rush Orders: We understand that an order may be needed quicker than our scheduled production time will allow and we are happy to help accommodate your needs to the best of our ability. A RUSH ORDER means that we have to rearrange our schedule and take more time to ensure that you are able to receive your order in time as well as air-in materials to ensure that our standard customer orders are not delayed due to the RUSH orders use of time and materials. To help facilitate a Rush Order a Rush Order Fee will be charged according to how quickly the item is needed to ship out of our facility to arrive by the needed time. Expedited shipping may also be charged to ensure that we are able to create an outstanding product and to assist in the delivery of the Rush Order. Please contact email@example.com to notify us of any Rush Order requirements or make a note in the special instructions of your order and we will be in contact with you about expediting your shipment.
Open a Layaway: We are happy to arrange a layaway for your order with as little down as $20.00 though some exclusions may apply. We offer up to six month payment plans with no finance or service charge; orders beyond six months may be subject to a variable percentage fee due to fluctuations in leather/item prices.
We create all orders to the exact specification of the customer however we do understand that human error may occur either on behalf of the customer or during the production of the order. Should an error in the order arise on behalf of the customer, i.e. incorrect measurements provided, incorrect color selection, incorrect quantity selected, etc. we are more than happy to accept the return of the item and correct the issue with the customer covering cost for shipping both ways as well as up to 40% restocking fee of the original sale price. If an error was made during production, we will correct the issue when the item has been returned and incur costs to correct the situation and return the item to you.