Help Center

Email secondnatureea.service@gmail.com . You’ll receive step by step instructions to submit your return.

Yes, you can return or exchange in person at our store at 82 Elm Street, East Aurora, NY

A gift card is emailed to you once your return has been received and processed. On occasion emailed gift cards are sent to Spam folders, so please check there before reaching out to Customer Service. All gift cards are non-refundable and do not expire.

Once your return is processed through our return center, you will receive a pre-printed return label via email.  Return costs will be deducted from your refund.  

There will not be a label charge for exchange orders or to return items that are damaged/defective.

We are dedicated to ensuring that each of the items you order land at your doorstep timely and without damages or defects. If you feel as though you received an item with an imperfection, please email secondnatureea.service@gmail.com within 3 days of receiving your order, or we are unable to process a return or replacement for you. 

Should you experience a damage or defect, please follow this simple process:

Take a photo of the damaged or defective item inside or next to its original packaging. Include images of all sides of the box and the shipping label (claim cannot be filed without these images). 

Send an email to secondnatureea.service@gmail.com with the subject line “Damage – Order #_____” and include the photos, order number, and a note of the item(s) damaged.

We will process your request and refund your original payment once the damage claim has been filed. 

Yes! For exchanges, simply follow the same steps outlined above.  You’ll have the option to select the same item in a different size or color, or you can select a different item by clicking “find something new”.

No, you can ship your return back to us in your preferred packaging. We just ask that it’s shipped in an appropriate package that protects the merchandise from any type of damage in transit.  We will reach out if we receive items back with any type of damage.

Once you start your return/exchange, you’ll receive step-by-step instructions and a return shipping label will be sent to your email.

We do not currently ship to Canada. We offer shipping to the 48 contiguous United States.

If your order contains an item or items that are backordered as well as some items that are in-stock, the in-stock items that are available will be shipped right away and your backordered item(s) will be shipped out as soon as they arrive.  If a backordered item is expected to arrive in the store in less than 5 business days, we may wait and ship your entire order out together. If backordered items are expected to arrive later than 5 business days, we will include that info in the item description and also keep you notified of the item’s ETA.

Please visit the Contact page of this site for address, directions and up to date store hours.