Shipping policy
All orders are shipped from our warehouses in Michigan & Florida, USA.
How long after ordering is my order shipped?
We typically ship all orders within 2-5 business days. Please check our website for updates to shipping speed during high traffic holidays.
Which carrier do you use?
We ship all items with USPS or UPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.
How long does it take to arrive?
We ship all domestic orders from our USA factory. International orders are shipped from our Amsterdam location.
- USA - Within 2-5 business days
- Canada - Within 5-15 business days
- Western Europe - Within 3-10 business days
- Australia/NZ - Within 5-15 business days
- Rest of the World - Within 5-20 business days
Due to Covid-19, some international packages may be delayed due to routing or customs delays. Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries.
Overnight or 2-Day
Overnight shipping means your package will be delivered the next business day as soon as production is complete. Delivery performed Monday – Friday only. If your order finishes production on a Saturday or Sunday, it will be picked up by UPS on Monday & delivered on Tuesday.
These packages cannot be delivered to a PO box.
Please note that regardless of the Shipping method selected, there is still a processing time of 1-3 Business days as these products are made to order. For example, if you select Overnight shipping at checkout, your order will be processed in 1-3 Business Days (excluding weekends and holidays), then once processed and handed off to the shipping carrier, it will be delivered the next business day.
SHIPPING INSURANCE
Shipping insurance is offered in cart or at checkout. It's provided by Envamor and covers you in case the item is lost, stolen, or damaged in transit. If you purchased shipping insurance, to make a claim, contact our support team.
Please note - shipping insurance is non-refundable once your order has shipped.
CANCELLATION & EXCHANGES
CAN I CANCEL OR CHANGE MY ORDER?
We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.
What about customs fees/taxes?
We do our best to help ensure your item arrives as smoothly and quickly as possible, including labeling the package with all relevant information for customs authorities.
It's unusual for orders of 1-2 items to attract customs fees, except in countries where there is a very low or no tax-free threshold. If fees are charged by customs, they are payable by the recipient.
I didn’t receive my order.
Please contact us quoting your order number from the confirmation email. We'll help track down your order.
Item Not Received But Tracking Shows Delivered
We are not liable for packages where the tracking shows as delivered. Your satisfaction is our top priority so we will work you you to try and figure out what happened. If it is proven that the package was stolen or delivered to the wrong address and after enough time has passed (at least 14 days) and thorough investigation done by the customer, only then at our sole discretion will we consider a reshipment of the same item/s.
If you received the delivery confirmation notification a short while ago, please give it a few hours then check again, sometimes the USPS or carrier scans a package as delivered even before they have physically delivered it.
Even though the USPS tracking shows a status of “delivered”, sometimes the tracking is not correct. it’s rare that a package is actually “lost”.
Another household member could have received the package and placed it somewhere within the residence. Check with other household members and neighbors to see if they’ve received the package.
The package may still be on the truck or at the Post Office. Wait a few days past the “delivered” date shown on the tracking. This same scenario has actually happened to me. I waited a several days after the tracking showed “delivered” and my package showed up 2 days later.
The package was delivered to the wrong address, perhaps a nearby neighbor. Please check with neighbors, your postal carrier and/or call your post office and inquire.
The Post Office now has GPS info on all scanned delivered packages, Contact your Post Office and have them check the actually delivery address.
If all the above steps fail to turn up the package, then the issue may be related to stolen mail. Initiate a “stolen mail” report with USPS Postal Inspector’s office. You will need to complete a USPS affidavit affirming the status of the package as “stolen” (and a USPS Postal Inspector may contact you). In addition, you should also complete a stolen mail report and if necessary, a homeowners or renters insurance loss affidavit. You might need to file a “stolen mail” report with your local police department so there is a record of mail theft in your area. A police officer will come out and speak with you, take photographs, etc. so his report is accurate. He could also interview neighbors (or business owners if the delivery address was a commercial location) if this has happened recently in your neighborhood, and ask about recent deliveries and/or suspicious activity in your area. The insurance company will need a copy of his report to file an insurance claim. Mail theft is a federal crime so they take this very seriously.
I understand how anxious you are to have your merchandise and that’s exactly what I want too! Please understand investigations can take time and likewise, a package can sometimes show up after it has been marked as delivered. I can’t thank you enough for your patience.