Shipping, Returns & Exchanges Policy

Effective Date: February 16, 2026

Last Updated: February 16, 2026

1. Overview

At Evertwelve, we want you to love your purchase. This policy outlines our shipping, returns, and exchange procedures for all products purchased through www.evertwelve.com.

If you have any questions, please contact us at hello@evertwelve.com.

2. Shipping Information

Shipping Locations

Domestic Shipping: We currently ship to all 50 U.S. states, including Alaska and Hawaii, as well as U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands, etc.).

International Shipping: We do not currently offer international shipping. We hope to expand internationally in the future.

P.O. Boxes and APO/FPO Addresses: We ship to P.O. Boxes and APO/FPO/DPO military addresses via USPS.

Shipping Methods and Timeframes

Standard Shipping:

  • Carrier: USPS First Class or Priority Mail

  • Processing Time: 2-3 business days

  • Transit Time: 3-7 business days after processing

  • Total Time: 5-10 business days from order placement

  • Cost: Calculated at checkout based on order total and destination

Processing Times

Standard Processing:

  • Orders are processed Monday-Friday (excluding holidays)

  • Orders placed before [time, e.g., 12:00 PM ET] typically ship the same business day

  • Orders placed after [time] or on weekends/holidays will be processed the next business day

Peak Season Processing:

  • During holidays and peak periods, processing may take 3-5 business days

  • We will notify you if your order will experience delays

Personalized Products: Because our products are personalized with anniversary years:

  • Each item is made-to-order

  • Standard processing time is 2-3 business days

  • Please allow extra time during busy periods

Shipping Costs

Shipping costs are calculated based on number of items per order

  • $5 for the first item

  • $2 for each additional item

Shipping costs are non-refundable.

Order Tracking

Once your order ships, you will receive:

  • Shipping confirmation email

  • Tracking number

  • Link to track your package

Track your order:

  • Check your email for tracking information

  • Visit the carrier's website with your tracking number

  • Contact us if you don't receive tracking within 3 business days of ordering

Shipping Delays

We are not responsible for shipping delays caused by:

  • Carrier delays

  • Weather conditions

  • Natural disasters

  • Customs delays (for territories)

  • Incorrect shipping addresses provided by customer

  • Undeliverable addresses

If your order is significantly delayed, please contact us at hello@evertwelve.com and we will work with you to resolve the issue.

3. Delivery

Delivery Address

Please ensure your shipping address is correct:

  • We ship to the address you provide at checkout

  • We cannot modify the address after the order has been processed

  • You are responsible for providing an accurate, deliverable address

Address Verification:

  • Our system may verify your address for accuracy

  • If your address cannot be verified, we will contact you before shipping

Undeliverable Addresses:

  • If a package is returned to us as undeliverable due to an incorrect address, you will be responsible for reshipping costs

  • We will contact you to arrange reshipment

Delivery Confirmation

Signature Requirements:

  • Standard shipping does not require a signature

  • Packages are typically left at your door or mailbox

  • If you need signature confirmation, please contact us before ordering

Delivery Issues:

  • If you didn't receive your package but tracking shows it was delivered, please:

    1. Check with neighbors or household members

    2. Look around your property (porches, garages, etc.)

    3. Contact the carrier

    4. Contact us at hello@evertwelve.com within 7 days

Lost or Stolen Packages:

  • We are not responsible for packages lost or stolen after delivery confirmation

  • Please file a claim with the shipping carrier

  • We will assist you in filing a claim when possible

Damaged Packages:

  • If your package arrives damaged, please:

    1. Take photos of the package and contents

    2. Contact us at hello@evertwelve.com within 7 days

    3. We will send a replacement or provide a refund

4. Returns Policy

Return Window

Non-Personalized Items:

  • Must be returned within 30 days of delivery

  • Items must be unused, in original condition, with all tags/packaging

  • Proof of purchase required

Personalized Items:

  • Cannot be returned or exchanged unless defective or damaged

  • This includes all products customized with anniversary years

  • Review your personalization carefully before completing your purchase

Return Process

To initiate a return:

  1. Contact us at hello@evertwelve.com with:

    • Order number

    • Item(s) you wish to return

    • Reason for return

    • Photos (if defective or damaged)

  2. Receive return authorization:

    • We will provide a Return Merchandise Authorization (RMA) number

    • Return instructions and shipping address

    • Do not ship items without an RMA number

  3. Ship the item:

    • Package securely in original packaging if possible

    • Include RMA number inside the package

    • Ship to the address provided

    • You are responsible for return shipping costs (unless item is defective or we made an error)

  4. Receive refund:

    • We will inspect the item upon receipt

    • Refund will be processed within 5-7 business days

    • Refund will be issued to original payment method

Return Conditions

Items must be:

  • Unused and in original condition

  • In original packaging (when applicable)

  • Returned with all tags and labels attached

  • Free from damage, stains, or odors

We cannot accept returns of:

  • Personalized items (unless defective)

  • Items returned after 30 days

  • Items damaged by customer

  • Items without RMA number

  • Items returned without proof of purchase

Refund Policy

What is refunded:

  • Product cost

  • Original sales tax

What is NOT refunded:

  • Original shipping costs

  • Return shipping costs

  • Expedited shipping fees

Refund Timeline:

  • 5-7 business days after we receive your return

  • Additional 3-5 business days for your bank to process

  • You will receive email confirmation when refund is processed

Refund Method:

  • Refunds are issued to the original payment method

  • If original payment method is unavailable, we will issue store credit

Partial Refunds

We may offer a partial refund if:

  • Item is returned after 30 days but before 60 days (at our discretion)

  • Item shows signs of use but is still in good condition

  • Item is missing original packaging

5. Exchanges

Exchange Policy

We do not offer direct exchanges. To exchange an item:

  1. Return the unwanted item (see Returns Policy above)

  2. Place a new order for the desired item

  3. We will process your return refund separately

Exception: Defective or Damaged Items

  • We will replace defective or damaged items at no charge

  • Contact us immediately if you receive a defective item

  • We will send a replacement as quickly as possible

Wrong Personalization

Our Error: If we made an error in personalizing your item (wrong year, wrong design):

  • Contact us immediately at hello@evertwelve.com with photos

  • We will send a replacement at no charge

  • You do not need to return the incorrect item

Customer Error: If you ordered the wrong personalization:

  • Unfortunately, personalized items cannot be returned or exchanged

  • Please review your order carefully before completing purchase

  • We are not responsible for customer errors in personalization

6. Defective or Damaged Products

We take pride in our quality, but sometimes issues occur.

What Qualifies as Defective or Damaged

Defective:

  • Manufacturing defects

  • Product doesn't function as intended

  • Significant quality issues (e.g., printing errors, structural problems)

Damaged:

  • Received broken or damaged due to shipping

  • Product damage that occurred before delivery

Not Considered Defective:

  • Minor printing variations (slight color differences)

  • Normal wear and tear from use

  • Damage caused by misuse or neglect

Reporting Defects or Damage

Please report within 7 days of delivery:

  1. Email hello@evertwelve.com with:

    • Order number

    • Description of the issue

    • Clear photos showing the defect or damage

    • Photos of shipping box (if damaged in transit)

  2. We will review and respond within 2 business days with:

    • Replacement shipment, OR

    • Full refund

You do not need to return defective or damaged items unless we request them.

7. Order Cancellations and Modifications

Cancellation Policy

Before Processing:

  • Contact us immediately at hello@evertwelve.com

  • If order hasn't been processed, we can cancel and issue full refund

  • Processing typically begins within 2-3 hours of order placement

After Processing:

  • Once an order enters production, it cannot be cancelled

  • You may refuse delivery and follow return procedures

  • Personalized items cannot be returned

Modification Policy

Address Changes:

  • Must be requested within 24 hours of order placement

  • Contact hello@evertwelve.com immediately

  • We cannot guarantee address changes after processing begins

Order Changes:

  • Product changes (design, anniversary year, quantity) cannot be made after order is placed

  • Please review your order carefully before completing purchase

  • You may place a new order and return the original (subject to return policy)

8. Incorrect Orders

Our Responsibility

If we sent you the wrong item:

  • Contact us immediately at hello@evertwelve.com

  • Provide your order number and photos of what you received

  • We will send the correct item at no charge

  • We will provide a prepaid return label for the incorrect item

Your Responsibility

If you ordered the wrong item:

  • Follow standard return procedures (see Section 4)

  • You are responsible for return shipping costs

  • Personalized items cannot be returned unless defective

9. Damaged in Transit

If your package arrives damaged:

  1. Take photos of:

    • The shipping box/envelope

    • The damaged product

    • Any packing materials

  2. Contact us at hello@evertwelve.com within 7 days:

    • Include photos

    • Describe the damage

    • Provide order number

  3. Resolution:

    • We will send a replacement, OR

    • Issue a full refund

    • You may be asked to keep the damaged item for insurance claim

10. Gift Orders

Sending Gifts

  • You can ship directly to the gift recipient

  • Enter recipient's address as shipping address

  • We do not include prices on packing slips

Gift Messages:

  • Add a personalized gift message at checkout

  • Gift messages are included in the package

Gift Returns

  • Gift recipients can return items following standard return policy

  • Refunds will be issued to the original purchaser

  • Store credit can be offered to gift recipient if preferred

  • Contact us at hello@evertwelve.com to arrange gift returns

11. Wholesale and Bulk Orders

For wholesale inquiries or bulk orders (treatment centers, recovery bookstores, etc.):

  • Contact us at hello@evertwelve.com

  • Different shipping and return policies may apply

  • Custom terms will be agreed upon in writing

12. Holidays and Peak Seasons

Holiday Shipping Deadlines

We will post specific holiday shipping deadlines on our website, typically:

  • December holidays: Order by December 15 for standard shipping

  • Other holidays: Check website for current deadlines

Peak Season Expectations

During busy periods:

  • Processing times may extend to 3-5 business days

  • Carrier delays may occur

  • We recommend ordering early for gifts

  • We will update our website with any delays

13. Discreet Packaging

We understand the importance of privacy in the recovery community.

Our Packaging:

  • Plain, unmarked boxes or padded envelopes

  • No external indication of contents

  • Business name "Evertwelve" may appear on shipping label

  • No recovery-related text on exterior packaging

Billing Descriptor:

  • Credit card statements show "Evertwelve" or "Evertwelve LLC"

  • No indication of recovery-related product type

14. Insurance

Standard Shipping:

  • USPS provides basic insurance up to $100

  • We are not responsible for lost packages after delivery confirmation

Valuable Orders:

  • For orders over $100, we recommend purchasing additional insurance

  • Contact us for options

  • Insurance claims must be filed with the carrier

15. Customer Responsibility

By placing an order, you agree to:

  • Provide accurate shipping and contact information

  • Be available to receive packages or arrange for delivery

  • Inspect packages upon receipt

  • Report issues within specified timeframes

  • Return items in accordance with this policy

16. Restocking Fees

We do not currently charge restocking fees for returns. However, we reserve the right to implement a restocking fee in the future for:

  • Returns without RMA authorization

  • Items returned outside the return window

  • Items returned in unsellable condition

Any changes will be communicated via email and website update.

17. Contact Us

For shipping, return, or exchange questions:

Evertwelve LLC P.O. Box 15720 Lexington, MA 02420 Email: hello@evertwelve.com

Customer Service Hours: Monday-Friday, 9 - 5 ET. We respond to all inquiries within 1-2 business days

18. Policy Updates

We reserve the right to update this Shipping and Returns Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our website after changes constitutes acceptance of the updated policy.

The "Last Updated" date at the top of this page indicates when the policy was last modified.

19. Disputes

If you are dissatisfied with our resolution of a shipping, return, or exchange issue:

  1. Contact us at hello@evertwelve.com to escalate your concern

  2. We will work in good faith to resolve the issue

  3. As a last resort, disputes are subject to the arbitration provisions in our Terms of Use

Last Updated: 2/16/26 Effective Date: 2/16/26

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