Prevention Policy for COVID-19
Policy updated on 6/9/2020: As San Francisco's response to COVID-19 is evolving, Koeppel Design is continuing to monitor all guidelines issued by the city and state. We're following all recommended safety guidelines to keep ourselves, our community, and our clients safe. Our studio is operating, however production lead times on custom items are longer than usual. Our current prevention policies are listed below, and will be reviewed and updated as needed.
Thank you for your support, and patience with our longer than average processing times!
Founder, Koeppel Design
We are following all recommended physical distancing guidelines and hand-washing recommendations in the studio. All products are being handled with gloves and face masks are worn at all times in the studio. At this time, only 1-3 people are in the studio at any time, keeping well over 12 feet apart at all times. Our studio is closed to the public, and no order pick up is allowed at this time. All work areas and packaging areas are disinfected thoroughly before packing each order. We are using a contactless shipping process with all shipping carriers.
PROCESSING & SHIPPING
At present, we are shipping only two days per week. Please monitor your email for delivery updates, as delivery delays are possible with all carriers, depending on your region and carrier delays. We recommend observing contactless delivery procedures with your local package delivery providers.
If you order an in-stock item, here's what to expect:
Your order will be processed for shipment within 4-7 days of placing your order instead of our usual 1-3 day processing time. You'll receive an email with tracking as soon as your order is ready for shipment.
If you order a custom or pre-order item, here's what to expect:
Custom and pre-order items are made-to-order. Within 2-4 days your order will be designed and submitted to our production queue. Orders are produced in the order received. Our current lead time for custom items is 2-4 weeks. You'll receive an email with tracking as soon as your order is ready for shipment.
If you order an item on backorder, here's what to expect:
A few products on our website are periodically on backorder, which means we are actively producing these items- but there is a waitlist for them. If you order an item that is on backorder, our estimated wait time is 1-3 weeks. Orders are shipped in the order they are received, and you'll receive an email with tracking as soon as your order is prepared for shipment.
LOCAL SF PICK UP
We are now offering free contactless local pick up at our San Francisco studio. Pick up hours are currently limited to Tuesdays and Fridays from 11-6PM. Only one person may enter the warehouse for order pick up. You must wear a face mask with your nose and mouth covered to enter our studio. If you'd like curbside pick up your order Select "Pick up" at checkout. We'll follow up with pick up instructions by email.
RETURNS & EXCHANGES
We are accepting returns and exchanges by mail, but please review our return and exchange policy prior to reaching out to us to start the process.