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Is this PayPals policy?

New Community Member

Is this PayPals policy?

I place an order on 07Dec20 for an in stock item and have not received it. I was told it would take 7-10 days to trace it. I suggested they expedite product to me and recall lost item or send a shipping label and I would return if received. Below is what I was told? Is this PayPals policy? Unfortunately, we're unable to offer a replacement or reshipment due to PayPal's policies. That said, we'd be happy to issue a full refund once the investigation has closed. If you would like, you're welcome to give us a call at the number below to make a new order, and we'll be happy to offer 15% off as well as complimentary Next Day Air for the inconvenience. We look forward to assisting you! Hannah Boot Barn Customer Experience Representative