ORDERS + SHIPPING
Do you ship to my country?
We currently only ship in the US.
When will my order ship?
Orders ship Monday to Friday within 48 hours of being received. Delays are possible when we are experiencing higher-than-normal sales volumes or during holidays. Our entire team works hard to keep these delays to a minimum.
Do you offer gift wrapping or gift messaging?
We do not currently offer gift-wrapping services, sorry! If you’d like to include a message for the recipient of your order, you can send an email to firstname.lastname@example.org with message details and we will gladly accommodate.
What are your shipping methods and transit times?
Shipping timelines do not include the time it takes to process and pack your order. Delays are possible depending on the volume of orders the carriers are experiencing, the season, and of course the weather. Once the package leaves our shop, you can expect the following:
UPS standard ground: 3 – 7 business days
FedEx standard ground: 1 – 7 business days
Where is my order?
Orders placed with us are typically processed within 2 business days. You will receive a confirmation email as soon as your order has been placed, containing your order number. If you do not receive this email immediately, we suggest checking your spam or promotions tab in your email inbox as occasionally, these confirmation emails will land in these folders.
Once your order has been packed up and labelled for shipping, you will receive another email confirmation containing your tracking details. You can track your package by following the link provided.
If you are unsure of where your order is or why it has been delayed while en route to you, please reach out to the carrier directly:
UPS: 1 (800) 742-5877
USPS:1 (800) 275-8777
FedEx: 1 (800) 463-3339
Only part of my order arrived – where is the rest of it?
Your order was likely split up into two or more packages to allow for more efficient and economic shipping. We recommend you check your tracking details to see if there is more than one package en route to you. You will be able to track each individual package within your order through said tracking page.
RETURNS AND EXCHANGES:
How can I make an exchange?
Online returns will be processed as a return, we suggests placing a new order for alternative items.
How do I process a return?
Please see our return and guarantee page that outlines how to make a return. If you have any further questions about the process, please contact us at email@example.com
What do I do if my order arrived damaged?
Unfortunately, despite our best efforts to pack and ship your purchases with the utmost care, damages can happen in transit. If your order has been damaged in any way, please email us at firstname.lastname@example.org within 48 hours of delivery with your order number, photos of the damaged items and packaging and we will look into an optimal solution for you promptly.
What do I do if my order says it was delivered, but I haven’t received it?
There are several reasons why your order may be marked as ‘delivered’ but you have not yet received it:
- The delivery person scanned your package as delivered in advance of the delivery, meaning they are still on their way to deliver it. It could be a few hours or days until it is delivered.
- Depending on the size or shape of the package, the carrier may be utilizing a delivery bin/facility and has left a key for said location in your mail slot for you to retrieve the large package.
- A neighbour or roommate has accepted the package on your behalf.
- The delivery person has thoughtfully hidden your package somewhere discreet to avoid it being stolen.
If none of the above applies to your situation, please ensure the shipping address on your order confirmation is correct to confirm that the order was shipped to the correct address. If after 3 business days your order has still not arrived, please contact us at email@example.com with your order number and we will assist you immediately.
Do you offer trade/industry discounts?
We do not currently have a Trade Discount Program in place. However, we do offer special pricing on bulk orders on our proprietary products. If you are interested in wholesale or placing a bulk order, we ask that you get in touch with our customer care team via firstname.lastname@example.org and they will be able to organize this with you.
Do you offer price adjustments?
The only time we can offer a price adjustment is if a sale occurs within 5 days of your order being placed. We do not offer price matching or adjustments based on any other criteria.
How can I contact you?
If you can’t find the answer you’re looking for on this page, we invite you to get in contact with us via email at email@example.com directly and we will be in touch with you within 1 – 2 business days.