General Terms:
Desert Creek Farm LLC reserves the right to update the rules when necessary, and the updated version will be published on www.desertcreekfarm.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Desert Creek Farm LLC immediately. All buyers are deemed to accept the rules if they are using the services provided by Desert Creek Farm LLC. The Desert Creek Farm LLC policy shall prevail.
For after-sales issues, buyers should file a Return & Refund request within 21 days of the delivery date. If the period for Return & Refund requests has expired, Desert Creek Farm LLC reserves the right not to provide any after-sales services.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Desert Creek Farm LLC at: https://desertcreekfarm.com/contact-us.
If Desert Creek Farm LLC cannot fulfill the buyer’s order within the order processing time, under the policy, but not limited to no stock or other conditions, Desert Creek Farm LLC has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Desert Creek Farm LLC has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged or broken goods. Desert Creek Farm LLC shall refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.
Desert Creek Farm LLC shall not accept after-sale requests for “non-defective remorse returns”, and has the right to accept or reject the request. Desert Creek Farm LLC will abide by the policy under this condition.
If Desert Creek Farm LLC accepts the after-sale request for the reason type of “non-defective remorse returns”, there will be a required “restocking & repacking fee”. Under Desert Creek Farm LLC’s policy restriction, the “restocking & repacking fee” shall not exceed 35% of the total order price.
Desert Creek Farm LLC shall not require a warranty or suggest whether to provide a warranty or not, or the specifics of the warranty policy.
Desert Creek Farm LLC shall be strict with the refund time and redelivery time under the condition, included but not limited to, order refund based on the policy, agreed on refund or redelivery between Desert Creek Farm LLC and buyer or others. Desert Creek Farm LLC must refund in not more than 3 business days, or begin redelivery in not more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Desert Creek Farm LLC. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Desert Creek Farm LLC has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Desert Creek Farm LLC, Under Various Circumstances:
1. Refund Request Timing
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type: Desert Creek Farm LLC rules:
For Unshipped Orders
Desert Creek Farm LLC will refund the order if the Return & Refund request is made within the stated processing time. If the Return & Refund request is made after the stated processing time, Desert Creek Farm LLC has the right to reject the return and refund request.
Desert Creek Farm LLC has 3 business days to process the request after the buyer submits it. If Desert Creek Farm LLC fails to process (accept or reject) the refund request within 3 business days, Desert Creek Farm LLC shall refund the order.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
For Shipped Orders
If the Return & Refund request is made after the order has shipped. Desert Creek Farm LLC has 10 business days to process the request after the buyer submits it. If Desert Creek Farm LLC fails to process (accept or reject) the refund request within 10 business days, Desert Creek Farm LLC shall refund the order.
2. Goods Returned in Transit
If the package is sent back to Desert Creek Farm LLC during transit for any reason, and the buyer applies for a refund, Desert Creek Farm LLC shall refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Desert Creek Farm LLC shall begin redelivery within 5 business days of the request date.
3. Goods Destroyed in Transit
If the package/goods are destroyed in transit, and the buyer has proof from the logistics website, such as but not limited to a screenshot from the logistics website that the order was destroyed, Desert Creek Farm LLC shall refund the order within 3 business days of buyer’s refund request, or begin redelivery within 5 business days of the request. The following steps must be followed when creating this type of request.
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Desert Creek Farm LLC, if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Desert Creek Farm LLC shall make a refund, resend, or accept the return for any of the following cases:
3.1 Orders Delayed
Orders that are lacking tracking information, in transit, pending or expired 60 days after orders departed from Desert Creek Farm LLC warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from Desert Creek Farm LLC warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Desert Creek Farm LLC warehouse due to the strict customs clearance at Brazil.
c. For Desert Creek Farm LLC Packet Liquid Line to all countries, Desert Creek Farm LLC will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Desert Creek Farm LLC warehouse.
d. For some special shipping methods, Desert Creek Farm LLC cannot deal with your disputes. (See the following important interpretation)
Please note:
Sometimes, the order has arrived at the nearest post office to the buyer and makes it pending because of insufficient address, package unclaimed, no such number, etc. It will be more convenient for the clients to contact the local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages shall be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a completed delivery, but the end customer claims that the package has not been received. In such cases, Desert Creek Farm LLC shall spare no effort to verify the situation, which could be a long process (1-2 months), and there is no guarantee of a positive result.
3.2 Orders not Received
Desert Creek Farm LLC shall not process a refund or resend a product if the tracking information shows the order is delivered.
a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. If the tracking information shows Alert, the reasons are listed below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Not picked up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Please note:
a. The local distributor shall deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it shall be returned to the local post office for storage in 3-7 days. Meanwhile, clients need to pick up the package themselves. Otherwise, the product shall be returned to the sender, our logistics company. During the return, Desert Creek Farm LLC takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, Desert Creek Farm LLC shall put the products in your private inventory and will not refund them when we receive the returned items.
c. Desert Creek Farm LLC cannot offer a refund or resend a product if you don’t process the undelivered orders or packages destroyed by logistics companies.
3.3 Products Damaged
Desert Creek Farm LLC offers a full refund or a replacement if packages arrive badly damaged.
Desert Creek Farm LLC offers a partial refund or a replacement if packages arrive partially damaged (except thread, slightly wrinkled, small scratches etc.).
Please note:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Desert Creek Farm LLC cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary, electronic products, your clients shall open a dispute or complaint within 30 days after packages are delivered.
d. For service products, Desert Creek Farm LLC refunds you the cost of the product which is the price in the China market. Otherwise, Desert Creek Farm LLC shall not take any responsibility for them.
3.4 Incorrect or Missing Products
Desert Creek Farm LLC has a strict quality control process before products are dispatched.
Desert Creek Farm LLC shall deal with incorrect or missing products as follows:
a. For incorrect products, Desert Creek Farm LLC offers a full refund or replacement.
b. For products with the wrong color or size, which don’t affect the product’s function, Desert Creek Farm LLC offers a refund or replacement if you provide a screenshot of your complaint including name, content and date.
c. For parts missing which don’t affect the product function, Desert Creek Farm LLC may refund partially or replace the missing part; for parts missing which affect product function, Desert Creek Farm LLC will replace the product only.
d. For accessories, Desert Creek Farm LLC shall replace the accessories.
Notes:
For size problems, Desert Creek Farm LLC requests that you measure the product according to the correct measurement method and provide us with the photo of the measurement. Then, our dispute team shall deal with your disputes quickly.
4. Wrong Receipt Information
If the buyer puts the wrong receipt information on an order, the buyer shall contact us at: https://desertcreekfarm.com/contact-us to request an update to the order with the correct receipt information.
Please note: The receipt information correction or order cancellation is not guaranteed.
If the order has already shipped out, it is the buyer’s responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong location, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Desert Creek Farm LLC shall refund the order within 3 business days of receiving the goods, at buyer’s refund request, or begin redelivery within 5 business days of receiving the goods.
Please note: The buyer shall be responsible for the redelivery fee.
If the order cannot be corrected or returned, the buyer shall bear the losses.
5. Defective Products (package breakage, significantly not as described, missing or wrong goods, quality problems)
If the buyer detects any problem upon receipt (damaged package, significantly not as described, missing or wrong goods or other quality problems), buyer shall provide a refund or redelivery request with valid proof (photos or videos of goods received that shows the problem clearly). After the buyer files a request with Desert Creek Farm LLC, Desert Creek Farm LLC shall check the proof and give a response within 3 business days.
If the proof checked by Desert Creek Farm LLC is not showing the problem clearly, the proof is invalid, and Desert Creek Farm LLC has the right to reject the buyer’s refund request.
If the buyer’s proof shows a problem clearly after being checked by the Desert Creek Farm LLC, the proof checking time shall not be more than 3 business days. If the goods need to be returned to get a refund, Desert Creek Farm LLC should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by the tracking number the buyer uploaded within 3 business days. If the goods needn’t be returned, Desert Creek Farm LLC shall refund the order within 3 business days of the refund request.
If the proof is valid, and the buyer requests a replacement, Desert Creek Farm LLC shall send a replacement within 5 business days of proof approval.
Please note: Desert Creek Farm LLC has the right to refund the order if the replacement product is out of stock or the buyer is able to reorder the product when it is restocked.
5.1 Incorrect or Missing Products
Desert Creek Farm LLC has a strict quality control process before products are dispatched.
Desert Creek Farm LLC shall deal with incorrect or missing products as follows:
a. For incorrect products, Desert Creek Farm LLC offers a full refund or replacement.
b. For products with the wrong color or size, which doesn’t affect the product’s function, Desert Creek Farm LLC offers a refund or replacement if you provide a screenshot of your complaint including name, content and date.
c. For parts missing which don’t affect the product function, Desert Creek Farm LLC may refund partially or replace the missing part; for parts missing which affect product function, Desert Creek Farm LLC shall replace the product only.
d. For accessories, Desert Creek Farm LLC shall replace the accessories.
Notes:
For size problems, Desert Creek Farm LLC requests that you measure the product according to the correct measurement method and provide us with the photo of the measurement. Then, our dispute team shall deal with your disputes quickly.
5.2 Service Products
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Desert Creek Farm LLC may not refund the product cost.
b. Any disputes arising from bad quality, Desert Creek Farm LLC may not accept as the supplier is not Desert Creek Farm LLC.
c. For service products without Desert Creek Farm LLC quality checking inspection, Desert Creek Farm LLC may not accept the disputes.
6. Logistics Issues
6.1 Invalid tracking information
If Desert Creek Farm LLC verifies the tracking number is wrong, and Desert Creek Farm LLC fails to provide the correct one within 4 business days, Desert Creek Farm LLC shall refund the order.
6.2 Untimely Tracking Info Updates
If there is no update of the tracking info for more than 7 business days after the label created is showing on the logistic website, Desert Creek Farm LLC shall refund the order within 3 business days at the buyer’s request.
Please note: This clause is not applicable for special time periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 Too-long of a Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and Desert Creek Farm LLC fails to provide any valid tracking updated info, the buyer may apply for a refund. Desert Creek Farm LLC shall refund the order within 3 business days at the buyer’s request.
Please note: This clause is not applicable for special time periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.4. Shipping Method Limits
Some shipping methods are not trackable when orders arrive in some Countries, States, or Cities. Desert Creek Farm LLC lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL、Electric PostNL、Packet Eub、Packet Postal Route、Packet Postal、Packet Railway Economy.
Please note:
When choosing certain shipping methods, the remote addresses will incur an additional charge.
6.5 Force Majeure
Desert Creek Farm LLC takes no responsibility for any product damaged or for shipping delays caused by an act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow or customs inspection. However, Desert Creek Farm LLC shall attempt to notify you by using the email address: support@desertcreekfarm.com.
6.6 Destination Limits
Due to limited international transportation, Desert Creek Farm LLC shall not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d’Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
7. Other
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact us through https://desertcreekfarm.com/contact-us.
Desert Creek Farm LLC shall try its best to assist buyers in these special circumstances in a timely manner. After notifying Desert Creek Farm LLC, buyers should expect a decision from Desert Creek Farm LLC on these types of issues no later than two weeks.
Desert Creek Farm LLC takes no responsibility for any product damaged or shipping delay caused by an act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow or customs inspection. However, Desert Creek Farm LLC shall attempt to notify you by using the email address: support@desertcreekfarm.com.
7.1 Return
Products can be returned to Desert Creek Farm LLC China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Desert Creek Farm LLC China Warehouse. In many cases, products will be lost or damaged during the return.
a. If you indeed want to return the products, please email Desert Creek Farm LLC: support@desertcreekfarm.com. Our Customer Service Department will respond to you within 1 to 5 business days.
b. Please return products within 10 days after receiving products and after speaking with Customer Service at Desert Creek Farm LLC.
7.2 Orders Cancellation
For order cancellation, Desert Creek Farm LLC offers a full refund before products are processed by the warehouses.
a. After payment, POD orders cannot be canceled because they are customized.
b. After payment, preorder inventory orders cannot be canceled because they are special products only available for you.
c. After payment, video and photo orders cannot be canceled because Desert Creek Farm LLC has planned and prepared them for you after payment.
7.3 Deadline of Opening Dispute
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
7.4 Unacceptable Disputes
Desert Creek Farm LLC shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned, discarded or detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.
8. Attention
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Desert Creek Farm LLC to help deal with the after-sale issues.