Every effort is made to ensure a safe delivery of your order but unfortunately sometimes things go wrong. Many hands come in contact with your order, from the brilliant people at the lab that create the product, to the dedicated shipper who gently and lovely prepares your package, and finally the hard working postal carrier that works through snow, rain, heat, or gloom of night (you know the postal motto). Many people are involved from start to finish and while it is extremely rare for something to go wrong, it does happen. Should this happen to your order, our goal is to make this as painless as possible.
Please be aware that we are NOT Amazon or some other billion dollar company. While we know how important your order is, we can not easily replace every order that goes the wrong direction or is delayed. Our guarantee is that we will do everything we can to assist you and attempt to find a compromise that satisfies both parties involved.
Domestic Orders
We are responsible for your package from our door to your mailbox*. Once a package has been marked as “delivered” by USPS we hand over responsibility to you, our valued customer. If you live in an area where your package may be at risk, please Contact Us prior to placing your order so we can put special instructions for the mail carrier. Whether it be a note on the package saying “Please place package behind the planter on the porch” or adding Signature Confirmation to ensure the package is handed directly to someone, we want to make sure we get your order to you.
In the unfortunately but rare occasion where a package has been delivered and then went missing, please Contact Us as soon as possible so we can investigate. Unfortunately there is nothing we can do if the package went missing weeks or months earlier.
If there is something we can do to assist you, we gladly will do it. Our employees have spent many hours on the phone with postal workers in far away towns and cities trying to track down packages. We gladly do this because we know how important it is to you.
Please visit our Domestic Shipping Policy for more information.
International Orders
We are responsible for your package until it reaches the customs process. Due to the difficulty in investigating international packages, we can not accept responsibility for your package AFTER it reaches this point. We have over 15 years of experience shipping packages all over the world and have been very successful getting them through with very few interruptions or issues.
If something happens AFTER clearing customs, please Contact Us as soon as possible so we can see what options we have available. If something happens to your package BEFORE it reaches customs, a replacement order will be sent.
Please be aware that International First Class Shipping offers NO insurance. Priority and Priority Express does offer partial insurance but in most cases it will not cover the replacement cost of your product. Some homeowner policies cover the cost of stolen mail.
Please check out our International Shipping Policy for more information.
Additional Insurance
If you live in a country or area where there is a chance that your mail may be stolen or go missing, please Contact Us prior to placing your order so additional insurance can be purchased (if available and for an additional charge). Insurance can NOT be purchased AFTER the order has left our facility.
A Note On The Customs Clearance Process
Please be aware that US Customs and Boarder Protection reserves the right to hold a package for up to 30 days and there is no guarantee that the package will be approved or released. Every effort is made to assist your package in clearing quickly but unfortunately once it enters this process, we are unable to affect it in any way. Your country’s customs office also reserves the right to hold your package for a reasonable amount of time in order to clear it or reject it. We have been incredibly successful in having our packages clear customs quickly and only two have been rejected in the past 14 years (unknown reasons).
* Mailbox, PO Box, postal locker, front porch, garage door, reception area or whatever location is at the address you listed in your order details.