Support Customer Service
What kind of warranty do you offer?
We guarantee our products to be free of defects in material and craftsmanship. Our Nags Head Durawood Furniture carries a lifetime warranty. All other products are guaranteed under a one year warranty. Normal wear and tear, including prolonged exposure to snow, rain and heavy humidity, is not covered by our warranty, nor is mold, animal damage, mildew or damage from improper storage, maintenance, modifications, installation, and aging.
Note: An original sales receipt must accompany any warranty claim request.
Our goal is for you to get maximum enjoyment out of your Nags Head Hammocks purchase, so please visit our Product Care page for tips on how to extend the life of your Nags Head hammock, swing, chair or stand.
***All Yard Sale purchases are final. Some Durawood Yard Sale items will continue to carry our Lifetime Warranty. This will be noted on your sales receipt.***
What’s your return policy?
Three words: money-back guarantee. If that’s what you want, then that’s what we do!
Specifically, if you’re not completely satisfied with what you bought, then simply return it to us within 60 days of purchase, either for an exchange, or for a refund; you pay only the shipping cost. Any expedited shipping charges you paid on the original order are non-refundable. Items must be new, unused, and resellable to be eligible for return. You may reach our customer service via email (service@nagsheadhammocks.com) or by phone (252) 295-0405. All orders to Canada are not subject to Exchange or/and Return.
Before shipping your return, please obtain a RMA number from our Customer service team. An original sales receipt is required for all returns. For any damage product(s) or warranty claims on an item(s) a photo showing the damage(s) or defect may be required before replacement or return authorization.
Upon receipt of returned merchandise, we will credit the amount you paid for the product(s), minus our original shipping cost. We will advise you of the amount of this shipping cost when the return authorization is provided. When returning or exchanging item(s) please keep the original packing. We are unable to send out a box or packaging for returns or exchanges. If you do not have the original packaging, you will be responsible for obtaining a new packaging and/or box. Credits are done using the same method of payment you originally used. Returns can be made to any of our four Outer Banks retail stores, or sent to our warehouse at:
Nags Head Hammocks
RMA # 12345
305 Industrial Blvd.
Greenville, NC 27834
Click here to find a FedEx service location near you.
How long will it take my order to ship?
We try to have everything in stock at all times, but because we don't mass-produce our products, we do sometimes sell out of an item, and are briefly out of stock on it.
When in stock, your product will ship in 1-2 days. Our Durawood furniture, Durawood Rope Furniture, and Cumaru Furniture items are often made to order, and the orders will ship within the lead time specified on each product page after an order is placed. Please visit the map on our Shipping Info page for shipping specifics. Once your order ships, tracking numbers are available after 8 PM EST from our Tracking page.
How do you handle gift orders?
Since our products are frequently given as gifts, we don't include prices on the invoices that accompany our shipped orders.
What if my purchase gets damaged during shipping?
It's certainly possible for parts to get messed up during shipping, though we rarely see this. If this nonetheless should happen please contact Nags Head Hammocks immediately within 2 business days of receiving your order, we’ll be happy to send you a replacement as soon as possible, and we’ll contact FedEx ourselves for claims and damages. We would ask that you take pictures of the damaged product(s) and packaging and email them to use at service@nagsheadhammocks.com. However, we cannot use rush delivery to send a replacement for something damaged in shipping. We try very hard to keep our shipping costs as low as possible so we can pass those savings along to our customers.
Address Change Policy
Please verify your email order confirmation that your shipping address is correct and call customer service immediately if you need to change the shipping address. In the event that you wish to change the shipping address once the order has shipped, there will be a fee to reroute the package. This fee will vary per order, depending on where the package is in transit and the desired location. Please avoid this fee by double checking the address on your order confirmation.
Cancellation Policy
At Nags Head Hammocks, we do our best to process and ship orders quickly. Because of this, there is not always a lot of time between when an order is placed and when it is shipped. Please verify that your order is correct before placing it because once an order has shipped, we are not able to make changes or cancel it. If you need to change or cancel an order that has shipped, you will need to contact us for a return authorization. Customers are responsible for the return/rerouting shipping cost. For more information please see our Return Policy above.
Delayed or Refused Delivery
FedEx will make three attempts to deliver your packages to your house or shipment destination. If no one is there to receive the package, FedEx will leave a notice stating that they have made an attempt and when they will make their next attempt, as well as their contact information. If you prefer that your package is left at your door, you may leave a signed notice giving FedEx permission for your package to be left outside your home without a signature. After three unsuccessful delivery attempts by FedEx, packages will be sent back to Nags Head Hammocks. In this case, the customer will be responsible for the full shipping costs as estimated by FedEx for reshipment.
All refused Deliveries are treated as a regular return. If you refuse a delivery of any order placed on Nags Head Hammocks, the package will be returned to our warehouse. You will receive a refund for the merchandise and tax paid minus the return shipping charges. For more information please see our Return Policy above.
Expedited And International Shipping
For all expedited shipping options, please contact our Customer Service Department during normal business hours. When processing an order with expedited shipping, you agree to pay for the selected expedited shipping service and acknowledge that the expedited shipping charges are non-refundable in the case of a return or exchange.
When you place an international order, you authorize our broker to act as your agent to submit shipments to customs and other regulatory agencies for clearance. The International Processing Fee includes all taxes, duties, and related administrative expenses to send the goods to your "ship to" location. You will not be responsible for any additional charges upon delivery.
