Shipping & Refund Policy
This page contains vital information about our processes surrounding production, shipping, refunds and returns. Please read this page carefully—we have highlighted and summarized some of the main points in yellow. By placing an order with us (WTF Notebooks), you (The Customer) agree with the terms set out in this policy.
1. Production of our products
Once you have placed your order please allow time for your notebooks to be printed, produced and prepared for shipping. All orders automatically enter this process immediately after purchase, which can take several business days. Estimated production timeframes are available on our Production & Shipping information page.
1.1. Production timeframes
The current estimated production timeframes for wirebound and hardcover notebooks are prominently displayed on our Production & Shipping information page, as well as on every product page. The timeframes are kept up-to-date and reviewed on a regular basis, yet are best estimates only and cannot be guaranteed in all instances. The timeframes stipulated exclude weekends and public / federal / State / bank holidays.
1.2. Production delays
In very rare cases, orders may take a little longer in production than expected—in particular, but not solely, large bulk orders. WTF Notebooks may, at our discretion, upgrade such orders to expedited or overnight shipping free of charge without notice to the customer.
1.3. Order changes / cancelation during or after production
All products offered by WTF Notebooks are produced on demand to a customer's unique choice of title, cover color, inside page and binding types. After an order has gone into production, it cannot be modified, changed or canceled without incurring a cost for the materials used. If you need to make any significant changes to your order, or you need to cancel it, please contact our customer support team immediately. You will be advised of any associated change or cancellation costs.
In other words: We offer a total of more than 15,000 possible notebook customization combinations to our customers. From both a business and an environmental viewpoint it wouldn't be sustainable to hold stock for every possible choice. Instead, each WTF Notebook is produced 'on demand' based on your unique selection of notebook features. We have gone to great effort to ensure transparency throughout our website, and to be as clear about production times as possible (including stipulation of production timeframes on every product page), but if you missed this information we would love to hear from you to learn how else we may be able to display this information more clearly in the future.
All orders placed at WTF Notebooks (www.wtfnotebooks.com) ship from Utah, USA, to postal addresses within the United States and Canada. WTF Notebooks takes no responsibility for customs duties, fees, losses or any other costs incurred during shipping. We do not ship to PO boxes, nor to countries other than the United States and Canada.
2.1. Shipping costs and timeframes
Shipping begins after the production process is completed. Shipping times are prominently displayed on our Production & Shipping information page, as well as on every product page. The timeframes are kept up-to-date and reviewed on a regular basis, yet the times provided are estimates only and cannot be guaranteed in all instances. The timeframes stated exclude weekends and public / federal / State / bank holidays.
2.1.1. Standard shipping within the USA
Standard shipping within the United States is free for all orders. This shipping method may take up to 12 business days from the day your order leaves our facilities (after production). This timeframe does not include weekends and public / federal / State / bank holidays.
2.1.2. Expedited shipping within the USA
Expedited shipping within the United States is available for a flat fee of US$7.99, and is free for all orders containing 10 or more items (excludes Custom Message Cards and Gift Cards). This shipping method may take up to 5 business days from the day your order leaves our facilities (after production). This timeframe does not include weekends and public / federal / State / bank holidays.
2.1.3. Standard shipping to Canada
Standard shipping to Canada is free for all orders. This shipping method may take up to 18 business days from the day your order leaves our facilities (after production). This timeframe does not include weekends and public / federal / State / bank holidays. It is the customer's responsibility to cover any potential or arising customs duties or imposed taxes.
2.2. Shipping delays and issues
2.2.1. Shipping delays / not delivered
If an order hasn't arrived in an extended period of time after it has shipped, we may ask you to follow up with the freight carrier before we initiate an investigation.
If an order is considered lost, WTF Notebooks may consider offering a full refund or replacement order free of charge. An item is considered lost in transit if either:
- The tracking page has not shown any satisfactory status updates in at least 12 business days from the estimated delivery date given by the freight carrier, OR
- The tracking page has not shown any satisfactory status updates in at least 12 business days from the last day of the estimated shipping time period as stated on our website at the time of purchase, OR
- The freight carrier has confirmed in writing (at any stage during shipment) that the item is considered lost.
In other words: If final delivery of your order is delayed by less than 12 business days please contact the shipping company and state your tracking number. Since the actual delivery itself is out of our control, contacting the carrier directly is a much faster route to getting a reliable update. If your order appears to be delayed longer than the time periods listed in the two points above, please get in touch with our customer service team. We will be happy to see how we can resolve the issue together with you.
2.2.2. Undeliverable items / returned to sender
If the carrier was unable to deliver an item to the customer, order tracking may show updates such as 'undeliverable', 'returned to sender' or similar. In these cases WTF Notebooks reserves the right to investigate the cause of the status update before making a decision on eligibility for a refund or free replacement order.
If we find that the affected order is eligible for a refund or free replacement order, this will be arranged as quickly as possible, even if the original item has not been returned to us.
In other words: If your order is undelivered or returned back to us, we will do our best to find out what happened and whether we can offer you a refund or a free replacement order. Unfortunately, when parcels are 'undeliverable' or 'returned to sender', most carriers reduce the item's priority status—which means parcels can take a very long time to be returned to us. In some cases, return orders are simply destroyed by the carrier. For these reasons, if we find your order is eligible for a free replacement, we won't necessarily wait for the original parcel to arrive back to us. Instead, to speed things up, we will simply go ahead with production and shipping of the replacement order.
2.2.3. Delivered but unable to find
If an order tracking page shows the item as delivered but the customer is unable to locate the parcel at the shipping address, we ask the customer to conduct a thorough check of the premises at the shipping address. Sometimes if a delivery driver is unable to deliver a parcel to the recipient in person, they may leave it at the front or back door of a building, on window sills, on the porch, or even hidden behind pot plants or outdoor furniture (to prevent mail theft). In some rare cases they may also leave the parcel with neighbors, or with reception if the shipping address is a commercial or apartment address.
In other cases the delivery driver may bring the parcel to the local post office and leave a note inside the mailbox at the shipping address to inform the recipient about pick-up options.
If an order tracking page shows the item as delivered but the customer is unable to locate the parcel at the shipping address, WTF Notebooks takes no automatic responsibility for any loss, however we will do our best to assist in investigations to locate the parcel and may offer a refund or replacement at our discretion.
2.2.4. Other shipping issues
WTF Notebooks takes no responsibility for unexpected irregularities in the shipping process or unforeseen delays that are out of our control.
2.3. Incorrect shipping details
Shipping labels for outgoing orders are printed exactly as entered by the customer during checkout. It is your responsibility to ensure accuracy of the order's shipping address prior to placing an order. WTF Notebooks takes no responsibility for shipping addresses entered incorrectly, but on rare occasions we may be able to update incorrect shipping addresses while an order is still in production. Once a shipping label has been printed or an order has been picked up by the freight carrier, we are unable to update shipping address details.
In the event that an order has shipped with an incorrect shipping address, unless proven to be caused by an internal or system error, WTF Notebooks is under no obligation to refund or replace the order, or to follow up with the freight carrier to arrange redirection of the parcel to the correct shipping address. You may choose to contact the freight carrier to arrange redirection at your own discretion. WTF Notebooks takes no responsibility for any costs, fees or losses incurred by the customer as a result of incorrect shipping addresses entered during checkout.
In other words: If you have accidentally entered an incorrect shipping address during checkout please contact our customer service team immediately. In some cases we are able to update the details while the order is still in production. If your order has already shipped we may be able to offer a partial refund or a gift card. This is determined on a case-by-case basis and is at our discretion.
3. Refunds / Replacements
3.1. Manufacturing or printing errors / damage
If there are any issues with our products—such as manufacturing errors, printing issues, damage to the product or delivery of an incorrect product—WTF Notebooks may, at its own discretion, offer a refund or replacement order free of charge. To be eligible for a refund or product replacement, you must provide photographic evidence of the originally received item(s), and a written summary of the issue, within 30 days from the day the order was delivered by the carrier. Submitted evidence will be reviewed by our customer service team to determine eligibility for a refund or free replacement.
In the case that a replacement order is approved, there is no need to return the original product(s) in question. WTF Notebooks will make every effort to match the replaceable items from the original order. No modifications (e.g. to cover color, inside pages, product size and/or other product specifications) can or will be made to a replacement item.
In other words: If you have received a faulty or incorrect product, please contact our customer service team with your order number, a written summary of the issue, and a photo of the product/s in question. We will do everything possible to correct the situation and provide the most suitable solution.
3.2. Shipping Protection
Shipping Protection provides our customers with additional peace-of-mind in the event that a shipment is damaged, lost or stolen. For a small additional premium of 2% of the value of your order, or a minimum of USD 0.75, Shipping Protection ensures that your shipment of WTF Notebooks is covered for free replacement should anything go wrong.
In the event that a shipment may have been damaged, lost or stolen, please contact us within 30 days of receiving your order, or within 30 days of the expected delivery date of your order. Contact can be made via our helpdesk and we kindly ask that you provide us with as much information or evidence as you can.
Upon receipt of your claim we will promptly initiate an investigation. We may ask you for more information, and we will investigate directly with the carrier/s and any third parties involved in the shipment to substantiate your claim.
Investigations may take 3–20 business days (Mon-Fri) depending on the seriousness of the claim. As soon as we verify that your order has been damaged, lost or stolen, we will reprint and ship your order for free.
Please be aware that user errors in shipping addresses (incorrect shipping details) are not considered as lost shipments (see point 2.3 of this policy). If it is also determined that a customer has intentionally damaged any items after they have been delivered, then a claim of damage will not be considered for replacement.
The Shipping Protection premium is non-refundable in the event that a claim has been successful.
3.3. Change of mind
WTF Notebooks provide customers with the ability to customize their notebooks from a selection of materials and attributes prior to checkout. Every notebook is made to order from a unique combination of title, cover color, inside page and binding type selected during the ordering process. Because each notebook is unique and produced on demand, we are unable to issue refunds or replacement orders if you have changed your mind on a product – whether in production, in transit or delivered. Please also refer to point 4 in these policies.
3.4. Perceived Quality
We pride ourselves on the quality of our notebooks and review our materials and processes regularly to ensure that the descriptions and specifications of our products are honest and clearly articulated. We also maintain an active customer support channel for any questions customers may have about the quality of our notebooks prior to purchase. Our customers are the true judges of the quality of our products, and we receive an overwhelming amount of positive feedback from our customers in North America and Europe on a daily basis. It is for this reason that we regard requests for refunds and/or returns due to perceived quality as a change of mind. Please refer to point 3.3 above.
WTF Notebooks provide customers with the ability to customize their notebooks from a selection of materials and attributes prior to checkout. Every notebook is made to order from a unique combination of title, cover color, inside page and binding type selected during the ordering process. Because each notebook is unique and produced on demand, we are unable to accept returns for any other reason – bar the reasons stipulated in previous sections of this policy.
In other words: We offer a total of more than 15,000 possible notebook customization combinations to our customers. Each WTF Notebook is produced 'on demand' based on your unique selection of notebook features. From both a business and an environmental viewpoint it wouldn't be sustainable to accept returns only to wait for the 1 in 15,000 chance that another customer happens to purchase the exact same product. We apologize for any inconvenience caused by this, but if you're unhappy with your WTF Notebook please feel free to get in touch and let us know how we can improve.