At Rothko & Frost Shop, we approach every transaction with the same integrity we apply to selecting our premium carving blocks, turning blanks, and knife-making supplies. We trust in the quality of our materials and tools, and we stand behind them. However, we understand that sometimes a piece may not meet your exact vision or needs. This policy is crafted with clarity and respect, outlining how we handle returns and exchanges, ensuring the process is as reliable as the tools we curate.

Our Philosophy: Just as a master carver works with the grain, we aim to work with you—fairly, transparently, and with a focus on your satisfaction. Your trust is the foundation of our community.

1. Return & Exchange Eligibility

To be eligible for a return or exchange, the item must be:

  • In its original, unused, and unaltered condition.
  • In the original packaging, including all protective wrappings, labels, and documentation.
  • Requested within 15 days of the date you received the shipment.
  • Accompanied by the original proof of purchase (order number).

2. Non-Returnable Items

In the spirit of our craft and for the safety of all our makers, certain items are considered final sale due to their nature or customization potential:

  • All Custom-Cut or Finished Items: Any wood blank, block, or material that has been cut, shaped, finished, or otherwise altered from its original state as sold.
  • Used or Sharpened Tools & Blades: For safety and hygiene reasons, any knife blade, carving tool, or sharpening supply that shows signs of use, wear, or has been sharpened.
  • Clearance or “As-Is” Items: Clearly marked in the product description.

Analysis Note: Based on the website’s focus on raw materials for carving, turning, and knife-making, we infer that once a user begins working on a material (carving a block, turning a blank, or shaping steel), it cannot be resold. This aligns with the craftsmanship ethos and practical safety concerns.

3. Step-by-Step Process

Step 1: Initiate Your Request

Within 15 days of receipt, please contact our support team at [email protected] with your order number and details about the item and reason for return/exchange.

Step 2: Receive Instructions & RMA Number

We will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and detailed shipping instructions for your return. Returns sent without an RMA number cannot be processed.

Step 3: Package and Ship

Securely package the item(s) in their original packaging. Include a copy of your RMA email or write the RMA number clearly on the outside of the box. Ship the package to our workshop address:

Rothko & Frost Shop Attn: Returns (RMA # [Your Number]) 3196 Clifford Street Oakland, CA 94612 USA

Important: You are responsible for the cost of return shipping unless the return is due to our error (e.g., wrong item shipped). We recommend using a trackable shipping service (like DHL, FedEx, or EMS) and retaining your proof of postage.

Step 4: Inspection & Resolution

Once received at our workshop, our team will inspect the item within 3-5 business days.

  • For Exchanges: We will ship the replacement item promptly. Standard or free shipping will apply based on the original order value.
  • For Refunds: We will initiate the refund to your original payment method.

4. Refund Timeline & Method

Upon approval of your return:

  • Timeline: Refunds are processed within 5-7 business days after we confirm the returned item’s condition. Please allow additional time for the refund to appear in your account, depending on your bank or payment provider (typically 5-10 business days).
  • Method: Refunds will be issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). Shipping fees are non-refundable unless the return is our fault.

5. Exchange Request Template

To streamline your request, you may use the template below when emailing us:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Rothko & Frost Team, I would like to request a [return / exchange] for an item from my order #[Your Order Number], placed on [Order Date]. Item Name: Item SKU/Code: Reason for Request: I confirm the item is unused, unaltered, and in its original packaging. For exchanges, my preferred replacement item is: [Replacement Item Name & SKU, if applicable] Please provide the RMA number and return instructions. Best regards, [Your Full Name] [Your Phone Number associated with the order]

6. Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect item, please contact us at [email protected] within 48 hours of delivery. We will arrange a prepaid return label and expedite a replacement or refund at no cost to you.

Questions? We’re Here to Help.

Our small team, comprised of fellow makers, understands the importance of having the right material in hand. We’re committed to resolving any issues with the care and precision we apply to our craft.

Email: [email protected]
Mailing Address: Rothko & Frost Shop, 3196 Clifford Street, Oakland, CA 94612, USA

Please allow 1-2 business days for a response.

— The Rothko & Frost Team
Where trust is carved into every detail.