Our Warranty
All Key West Hammocks products are guaranteed to be free of defects in workmanship and materials, and are guaranteed under warranty. Our DURAWOOD® furniture carries a 25 year warranty of defects in workmanship and materials. All other products are guaranteed under a one year warranty. Normal wear and tear, including prolonged exposure to snow, rain and heavy humidity, is not covered by our warranty, nor is mold, animal damage, mildew or damage from improper storage, maintenance and installation.
Note: An original sales receipt must accompany any warranty claim request.
Our Return Policy and Money-Back Guarantee
At Key West Hammocks, we believe that customer satisfaction is fundamental. For that reason, you can return any product to us within 60 days of purchase for an exchange, or a refund; you pay only the shipping cost. Any expedited shipping charges you paid on the original order are non-refundable. You may reach our customer service via email (service@KeyWestHammocks.com) or by phone (252) 381-7147. All orders to Canada are not subject to Exchange or/and Return.
Before shipping your return, please obtain a RMA number from our Customer service team. An original sales receipt is required for all returns. For any damage product(s) or warranty claims on an item(s) a photo showing the damage(s) or defect may be required before replacement or return authorization.
Upon receipt of returned merchandise, we will credit the amount you paid for the product(s), minus our original shipping cost. We will advise you of the amount of this shipping cost when the return authorization is provided. When returning or exchanging item(s) please keep the original packing. We are unable to send out a box or packaging for returns or exchanges. If you do not have the original packaging, you will be responsible for obtaining a new packaging and/or box.
We ship using FedEx Ground. To set up a return, click here to find a FedEx service location near to you.
Damaged During Shipping
Luckily, we rarely see this happen. However, In the event that your product is damaged during shipping, please contact Key West Hammocks immediately within 2 business days of receiving your order. We’ll be happy to send you a replacement as soon as possible, and we’ll contact FedEx ourselves for claims and damages. However, we cannot use rush delivery to send a replacement for something damaged in shipping. We work very hard to keep our shipping costs as low as possible so we can pass along those savings to our customers.
Lost Shipments
In the event of a full or partial lost shipment, please contact us within 2 business days from time of the shipment marked as delivered. We will work with you to identify and replace the lost item(s) and will submit a claim directly to the shipping company. We will reship the lost item(s) at no cost to you. We will process reshipment of items immediately, but we are not able to expedite the reshipment.
Address Change Policy
Please verify your email order confirmation that your shipping address is correct and call customer service immediately if you need to change the shipping address. In the event that you wish to change the shipping address once the order has shipped, there will be a fee to reroute the package. This fee will vary per order, depending on where the package is in transit and the desired location. Please avoid this fee by double checking the address on your order confirmation.
Cancellation Policy
At Key West Hammocks, we do our best to process and ship orders quickly. Because of this, there is not always a lot of time between when an order is placed and when it is shipped. Please verify that your order is correct before placing it because once an order has shipped, we are not able to make changes or cancel it. If you need to change or cancel an order that has shipped, you will need to contact us for a return authorization. Customers are responsible for the return/rerouting shipping cost. For more information please see our Return Policy above.
Delayed or Refused Delivery
FedEx will make three attempts to deliver your packages to your house or shipment destination. If no one is there to receive the package, FedEx will leave a notice stating that they have made an attempt and when they will make their next attempt, as well as their contact information. If you prefer that your package is left at your door, you may leave a signed notice giving FedEx permission for your package to be left outside your home without a signature. After three unsuccessful delivery attempts by FedEx, packages will be sent back to Key West Hammocks. In this case, the customer will be responsible for the full shipping costs as estimated by FedEx for reshipment.
All refused Deliveries are treated as a regular return. If you refuse a delivery of any order placed on Key West Hammocks, the package will be returned to our warehouse. You will receive a refund for the merchandise and tax paid minus the return shipping charges. For more information please see our Return Policy above.
Expedited And International Shipping
For all expedited shipping options, please contact our Customer Service Department during normal business hours. When processing an order with expedited shipping, you agree to pay for the selected expedited shipping service and acknowledge that the expedited shipping charges are non-refundable in the case of a return or exchange.
When you place an international order, you authorize our broker to act as your agent to submit shipments to customs and other regulatory agencies for clearance. The International Processing Fee includes all taxes, duties, and related administrative expenses to send the goods to your "ship to" location. You will not be responsible for any additional charges upon delivery.
