Due to COVID-19, we are taking extra precautions when handling all our incoming shipments and outgoing orders. Our picking and packing is done in-house by a small 2-person team. Please allow 3-5 business days for processing + packing. Tracking #s are emailed once they are issued, but please keep in mind that mail carriers have been impacted by the high volume of online shopping, and you may experience some delays.
If your tracking # shows your order has arrived, but you have not received it, please contact the carrier and provide your tracking # for reference. Once your package leaves our warehouse, the carrier accepts responsibility. We offer ROUTE shipping insurance at checkout which charges you 1% of your order total and covers all damages, lost, and stolen packages. As a small business, we cannot accept responsibility for lost, stolen, or delayed packages. If after contacting the carrier, your matter is still unresolved, please email us at firstname.lastname@example.org. We do our best to take care of all our customer concerns.
CUSTOMS TAXES/DUTIES - All shipments outside the US will be charged customs/import duties once the parcel reaches your destination. Order recipients are responsible for these charges. Customers who refuse to pay the duties & bounce shipments back to us are responsible for all shipping charges + an additional 20% restock fee.
PACKAGING: We aim to be conscious of our environment, and accordingly choose to re-use packing materials such as air bags & bubble wrap, and boxes that we already have in our possession/are donated to us. While brand image is important to us, our environment is even more important, so instead of filling up our landfills with more paper/cardboard/air bags we choose to re-use as much as possible, and encourage other individuals and businesses to do the same. We hope you can appreciate, and perhaps even reciprocate this practice.