Policies & Stuff
PURCHASES | PAYMENTS
Please note that an item’s placement on the site does not guarantee the availability of the merchandise and that, due to the unique, and often handcrafted, nature of our products, all orders are subject to availability. Although we make every effort to feature only items that are in stock or able to be made upon order through us or our partners, occasionally we may sell out of featured items. If we are unable to complete your order, you will be notified and you will not be charged for such unfulfilled orders.
Items in your shopping cart are not reserved until payment is completed and therefore may be purchased by other clients. As the saying goes, “(S)he who hesitates is lost.”
We use Stripe, a safe and secure credit card payment processor, and do not store your credit card information on our own servers. Please read here for more information about Stripe’s safety and security measures.
If the issuer of the credit/debit card used for payment rejects authorization of payment to us, we will not be held liable for any delay or non-delivery.
Because many of our products are made by hand and can be considered commissions, your credit card will be charged for the product you’ve just purchased upon checkout. Our artists will fulfill your order based on the lead time indicated on our site and the method of shipping you choose at checkout.
After checkout, you’ll receive a receipt via email from In The Pursuit detailing your order and assigning you a reference number. If you should have any questions about your purchase, please send us an email to email@example.com with your reference number.
For larger purchases that require freight and white glove delivery service, you’ll see an Inquiry button instead of Add To Cart that will allow you to email us your inquiry. We’ll liaison with you and the artist or brand to send you a shipping quote based on a variety of factors. Once you decide to finalize your purchase, we can input your credit card information manually through Stripe or accept a payment through PayPal.
Because our company is based in Florida, we charge sales tax at checkout for every order that is shipped to an address in Florida, with the exception of prepared foods, which are not taxable items.
EXCHANGES | RETURNS | REFUNDS
Due to the handmade and made-to-order nature of our products, our artists and brands do not accept returns or exchanges other than in limited circumstances and at the discretion of ITP and/or the artist. Therefore, before you make a purchase, please be sure that it is what you want, because it will become a part of your story for years to come. Also because many of our products are handmade, please note that colors and shapes may vary, especially artwork, ceramics, handmade furniture, and jewelry. This is to be expected and is part of the beauty of our unique and bespoke offerings.
However, we’re not jerks. So here are a few examples of those aforementioned limited circumstances:
If something arrives damaged, please take a photo of the product in its original packaging and shipment packaging and email it to us at firstname.lastname@example.org within 48 hours of receiving it so that we can determine whether it happened in transit and take appropriate action with the shipping carrier or brand, which may include asking you to fill out a damage claim form. If, at the time of actual delivery, you see that the product was damaged in transit, please refuse acceptance of the item and have the shipping carrier return it to the sender.
If you receive a product that is defective or not what you ordered, let us know that as well, also within 48 hours, and we’ll take the appropriate steps to replace it with the correct item.
Though our general policy is to not accept returns and therefore generally do not issue refunds, if we determine that your case is an exception, we’ll issue the refund through Stripe minus the cost of all shipping once the item has been returned and received by the given brand.
In such cases, refunds made through Stripe take 5-10 business days to process. Some refunds—those issued shortly after the original charge—appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off the customer’s statement, and a separate credit is not issued. Please let us know if you haven’t seen one of these reflected after 10 business days once the item has been returned.
Please note that once an exchange, return or refund has been authorized via email, we will issue you a return authorization number. Please do not send any items to us for any reason prior to this step, as items cannot be accepted for a return or repair without an RA number.