Ship Shop Return & Exchange Policy
Our Promise:
If for any reason you are not happy with your purchase of an item purchased in our Ship Shop, let us help you with a replacement or return.
Returns & Exchange Policy:
Lift Certificates and Lift Gifts are not returnable. This return and exchange policy applies only to “Bank Merchandise” items purchased in the Ship Shop section of the Lift Store.
Online purchases made through Martha’s Vineyard Bank’s Ship Shop are valid for exchange, credit, or refund but must be authorized by the Martha’s Vineyard Bank’s Ship Shop Customer Service (with some exceptions see below). Call us at 508-627-4266. All claims for damaged or defective merchandise must be made within 10 days of receipt. Returns of non-defective merchandise must be made within 30 days and may incur a 20% restocking fee.
Items must be returned unwashed, unworn, unused, undamaged, and with all tags attached. Items that were shipped in their own product box, such as golf balls or speaker, must be returned in its original packaging. All returned items must be accompanied by the return form.
Please allow 1-2 billing cycles for the credit to appear on your statement.
Shipping:
- Return shipping and shipping of the new product on non-defective merchandise is the responsibility of the buyer.
- Martha’s Vineyard Bank will pay for all shipping needs on defective or wrong item sends.
How to start a return or exchange:
Gather the purchases you want to return, along with the original contents and packaging.
If you do not want your item:
Call the Bank at 508-627-4266 to request your return shipping label. Return shipping is at the customer’s expense. You will receive a refund for your original purchase price minus the cost of the return shipping via your original method of payment within 1-2 billing cycles of your refund submission.
If you received the correct item in wrong size or wrong item altogether (not your error):
Call the Bank at 508-627-4266 and request your return shipping label. Return shipping cost – if is the error of the distribution center - is at the Bank’s expense. You will receive a refund via your original method of payment within 1-2 billing cycles of your refund submission. If you are requesting an item swap (for wrong size shipped, for example) the shipping will be paid by the Bank.
Mail the item (s) back to warehouse:
Once you receive the return shipping label, mail your item(s) to our distribution center in Maine using the address on the shipping label.
Return & Exchange Deadline:
Other than the extended holiday return and exchange period below, returns and exchanges normally must be completed by 30 days of the date of purchase.
Extended holiday return and exchange periods:
Purchases made in December of any year have an extended return period through January 15th of the following year. (For example, a purchase made December 31st, 2023 has until January 15th, 2024 to return. (Excluding Lift Certificates and Lift Gifts, which are not exchangeable or returnable and are Final Sale.)
Restocking Fees:
If the product is opened, the warehouse will charge a 20% restocking fee which would be passed on to the customer. You will receive an email if this applies to you. There is no restocking fee if the product is unopened, and the restocking fee will be taxed in select states. There is also no restocking fee (or shipping fee) if the item you received is not the one you ordered.
Final sale and nonreturnable items:
All final sale merchandise cannot be returned.
Like-new condition:
Items need to be returned in a like-new condition. Items that are damaged, unsanitary, dented, scratched or missing major contents may be denied a return. Apparel must not be worn or laundered, and its original tags must be attached for us to accept a return.
We will reimburse you for returned items in the same way you paid for them. If you prefer, you can make an exchange for the same item.
Refund Method & Timing:
For returns by mail, once the distribution center receives your return, we will process it within 7–10 business days. Depending on your bank’s processing time, it may take up to 1-2 billing cycles after we process the return to reflect on your account.
Any amounts deducted from a Lift Gift card will be credited to the gift card. If you no longer have the gift card (or relevant email) with code used for an order, please call us at 508-627-4266 with your order number handy, and we’ll be happy to send you your code . (Note: Lift Gifts and Lift Certificates have no cash value.)
Special considerations:
Damaged, defective or incorrect items:
If you receive a product that is damaged in shipping, defective, or that is not the product you ordered, please return it either in-person to a designated Bank Office or via mail during your return and exchange time period and we’ll arrange for a replacement.
Proof of purchase is required for a return:
No return will be made without proof of purchase. Reimbursements on returns lacking proof of purchase may require an email address, may be denied or limited, and state sales taxes and fees will not be reimbursed.
Product accessories and packaging:
Please return items with all accessories and packaging. If you do not, we may deny the return.
Gifts:
Issues with gifts received must be worked out independent of Martha’s Vineyard Bank. Please address with the person you received the gift from.
Backorders:
Backorders may take 6-8 weeks to be fulfilled, please check the Ship Shop web site for updated information on your desired item (s).