Refund & Return Policy
Our Commitment: We want you to love every order from Prairie Roots. If something isn’t right, we’re here to make it right — within the guidelines below. Please read this policy carefully before placing your order so you know exactly what to expect.
1. General Return Eligibility
We accept returns on eligible items within 30 days of confirmed delivery as indicated by carrier tracking. To be eligible for a return, items must meet ALL of the following conditions:
- Item is unused, unaltered, and in its original condition
- Item is in its original packaging with all included components
- Return request is submitted within 30 days of the delivery date
- Item is not listed under our Non-Returnable Items section below
To initiate a return, contact us at [email protected] with your order number and reason for return. Do not ship items back without first receiving a Return Authorization from Prairie Roots Goods. Unauthorized returns will not be accepted and will be returned to sender.
2. Non-Returnable Items
The following items are not eligible for return or refund under any circumstances:
- Any item that has been used, handled, or shows signs of wear
- Glass pipes, water pipes, or any glass accessories that have been used
- Consumable items including but not limited to incense, candles (if burned), or herbal products
- Items marked as “Final Sale” or “Non-Returnable” at the time of purchase
- Items returned without prior Return Authorization
- Gift cards or store credit
Important: Due to the nature of our products and applicable health and safety regulations, we are unable to accept returns on any item that shows signs of use. This policy exists to protect all of our customers and is strictly enforced.
3. Damaged or Broken Glass — 48-Hour Claim Window
Prairie Roots Goods takes great care in packaging all glass and fragile items for safe transit. However, we understand that breakage can occasionally occur during shipping.
48-Hour Rule: All damage or breakage to glass or fragile items MUST be reported to Prairie Roots Goods within 48 hours of confirmed delivery as indicated by carrier tracking. Claims submitted after the 48-hour window will not be eligible for replacement, refund, or store credit — no exceptions.
How to File a Damage Claim
To file a damage claim within the 48-hour window, email [email protected] with the following:
- Your order number
- Your full name and shipping address
- Clear photographs of the damaged item(s)
- Clear photographs of the original packaging, including any visible damage to the box or mailer
- A brief description of the damage
Incomplete claims — meaning claims submitted without photographic evidence of both the item and packaging — will not be processed. This requirement exists because our suppliers and shipping carriers require this documentation to process replacement claims on our end.
Damage Claim Resolution
Upon verification of a valid damage claim submitted within the 48-hour window, Prairie Roots Goods will, at our sole discretion:
- Ship a replacement item at no charge, subject to availability
- Issue store credit for the value of the damaged item
- Issue a refund for the damaged item to the original payment method
Resolution timeline is typically 3–5 business days from claim verification.
4. Incorrect or Missing Items
If you receive an item that is incorrect or if an item is missing from your order, please contact us within 7 days of delivery at [email protected] with your order number and a description of the issue. We will investigate and resolve the issue promptly at no cost to you.
5. Defective Items
If an item arrives with a manufacturing defect (not damage caused during shipping), please contact us within 7 days of delivery with photographic evidence. Verified manufacturing defects will be resolved with a replacement or refund at our discretion.
6. Return Shipping
Customers are responsible for all return shipping costs unless the return is the result of our error (incorrect item shipped, manufacturing defect, or damage). We recommend using a trackable shipping method for all returns. Prairie Roots Goods is not responsible for returns lost or damaged in transit.
Original shipping costs are non-refundable unless the return is due to our error.
7. Refund Processing
Once a return is received and inspected, or once a damage/defect claim is verified, refunds will be processed within 5–7 business days. Refunds are issued to the original payment method used at the time of purchase. Please allow an additional 3–5 business days for your financial institution to process and post the refund.
Refund Timeline Summary:
| Situation | Claim Window | Resolution Time |
|---|---|---|
| Damaged / broken glass | 48 hours from delivery | 3–5 business days after verification |
| Incorrect or missing item | 7 days from delivery | 3–5 business days after verification |
| Manufacturing defect | 7 days from delivery | 3–5 business days after verification |
| Standard return (unused item) | 30 days from delivery | 5–7 business days after receipt |
8. Exchanges
We do not offer direct exchanges at this time. If you would like a different item, please return your eligible item for a refund and place a new order.
9. Order Cancellations
Orders may be cancelled within 2 hours of placement by contacting us at [email protected]. Once an order has been processed or shipped, it cannot be cancelled. If your order has already shipped, please follow the standard return process upon delivery.
10. Dropship & Third-Party Supplier Items
Some items sold on onyougo.de are fulfilled by third-party suppliers via dropshipping. These items are subject to the same return and refund policies outlined in this document. Prairie Roots Goods serves as the merchant of record for all purchases and is your sole point of contact for all return and refund matters — do not contact our suppliers directly.
11. Contact Us
- Email: [email protected]
- Business: Prairie Roots Goods, LLC
- Address: PO Box 6474, Lincoln, NE 68506
- Response Time: We aim to respond to all inquiries within 1–2 business days