Shipping & Returns

We hope you love your new CROSBY, but if it’s not the perfect fit, we’re here to make returns hassle-free!

We offer you the option to unlock free return shipping later for the eligible items in your order by paying a small returns fee at the time of purchase. If you choose to pay this fee during purchase, there is no additional charge for shipping your item(s) back to us. If you choose not to pay this fee during your purchase, you may be subject to a higher shipping/handling fee later at the rates that we require on the date you ship your item(s) back to us for a return. 

*Please double-check the marketing for individual promotions, as this will advertise whether items are final sale!*

Please note that we cannot accept a return in certain situations. 

• Pickleball paddles must have the original plastic wrapping on the handle and the paddle cover. If these have been removed, we will not be able to accept your return.
• Items must be in new condition without any marks or signs of wear. We will not accept items with makeup or deodorant marks, pulls in the fabric, odor, or other defects that were not present when the item was shipped.
• Items must be shipped back in the original packaging. We will not accept items without the original tag attached.
• Items that were listed as final sale at the time of purchase will not be accepted.

If an item is received at our warehouse that does not meet these conditions, your refund will be issued in the form of store credit to be used on our website.

To begin your return or exchange process, please visit https://crosbybymollieburch.loopreturns.com.

Refunds

Returns for a refund back to your original method of payment must be initiated within 15 days of order shipment. After 15 days, you will have the option to exchange your item for a different size or receive a refund of store credit. Orders will be ineligible for return after 30 days past shipment. Please note that shipping fees are non-refundable. An $11 handling fee will apply to returns and exchanges, unless the optional return fee was selected at the time of purchase. 

We offer one complimentary shipping label per order. If you make multiple returns from the same order, you will be charged for any additional shipping labels.

Your return must be shipped within 15 days of initiating your request through our portal. If it has not been shipped within that time frame, your return will be canceled. Additionally, if your return does not arrive at our warehouse within 30 days, your return will be canceled. After these time frames have expired, we reserve the right to cancel your return or issue the refund as store credit.

Once your return is received and processed at our warehouse, you will receive an email notifying you that your refund has been issued. Please allow at least 21 business days for your return to be processed.  

Exchanges

If your item does not fit, we offer exchanges for a different size of the style you ordered! Simply select the return reason “item was too big" or “item was too small” and you will be given the option to exchange if there is inventory available. Exchange orders will be processed once your return is in transit.

Transit Time

Our standard shipping typically takes about 3-5 business days and packages are shipped Monday through Friday. Orders placed by noon EST are guaranteed to ship the same day. Any orders placed after noon may ship the next day.

Expedited shipping is offered at checkout, but shipping times are not guaranteed. 2-Day and Overnight shipping refers to business days in transit and weekend delivery is not guaranteed. Federal holidays can also cause delays. Expedited shipping costs will not be refunded if the order arrives after the expected time due to carrier delays.

Lost Packages

CROSBY by Mollie Burch cannot guarantee that your package will not be lost or damaged by the shipping service. Once packages are shipped from CROSBY, we cannot be responsible. If you think your package may be lost, please reach out to us so we can start a claim. Once a resolution is reached with the shipping service, we will either issue a replacement or a refund to your original method of payment. This process can take up to 60 days. We cannot issue a refund or replacement before a resolution is reached with the shipping service.

If your return package is lost and you are unable to provide us with proof of drop-off or tracking, CROSBY will not be held responsible and will not be able process a refund.

Price Adjustments

A one-time price adjustment will be granted on full-price purchases made within 2 days.

Order Changes

Once an order is placed, we are unable to make the following changes: size, colorway, payment method, adding an item, removing an item, and shipping method. There is a limited timeframe to change the shipping address on your order, so please double check that it is correct during checkout and let us know as soon as possible if it is incorrect.

Have questions? Please email us at hello@crosbybymollieburch.com.