FAQs

 Got questions? You've come to right place. If you still need assistance after reading below, you can contact us for help. 

 

How do I know that my order was confirmed?

You will receive an email automatically after you make your payment.  

What is the shipping policy?

Please allow up to 48 hours for your order to be processed. Please allow 5-8 business days for your orders to reach you. You will be provided with shipping confirmation and tracking information when they are available after your purchase. Orders are shipped using UPS and/or USPS. Please make sure that your address is correct before confirming your order. 

RTL is NOT responsible for delays or missed packages from the mailing services. Once the packages leave our possession, it is no longer our responsibility. Please keep in mind that due to COVID-19 causing mailing service staffing shortages, you may have an extended waiting time based on where you are located. 

Do you have a return policy? 

We absolutely do! All sales are non-refundable. If you find a defect on your purchase, please send an email with photos within 5 days of receiving your merchandise. Once we review and confirm receipt of the email, you will be responsible for sending the merchandise back in its original condition and original packaging. Returning the defective merchandise is the ONLY way to claim store credit OR a replacement. Returns in exchange for store credit made after 5 days of receiving your merchandise will result in a 20% restocking fee. Returns made after 10 days of receiving your merchandise will not be accepted. Period.

 Shipping fees are also non-refundable, UNLESS you are returning damaged merchandise. If so, those fees will be included in your full store credit or towards the replacement merchandise. 

How do I make a return/exchange?

So there’s 3 steps to the process:

Step 1-

Please send us an email with the following information:

1. Your name

2. Name and quantity of item(s) that you want to return 

3. Date of your order and order #

4. Reason for wanting return/exchange. Please specify whether it is a return or exchange in the email. 

Step 2-

You will receive a confirmation email from us with your return/exchange information. When you do, ship the merchandise to the RTL return address on your package. 

Step 3-

Once we receive your return/exchange items, we will send you an email confirming receipt of the merchandise. 

Can you explain the pre-sale?

Sure! Pre-sale items have to be paid in full to ensure that you have secured your bag(s). The Sunset and McIntosh bags are currently in production. Once they are completed and shipped, I will inform everyone who purchased and keep you updated along the way, especially if there are delays. Again, you have to pay in full in order to receive confirmation of your pre-sale merchandise.

Whew! Hope that helps.