Shipping Policy

Where this policy applies

This shipping policy covers orders placed on this site for delivery inside the United States. Destinations we cannot serve, and the reasons, are listed on the Shipping Restrictions page.

Processing

Picking and packing happen within one to two business days of a payment clearing. Anything placed over a weekend or on a holiday is picked up on the next working day. A dispatch message with the tracking number goes out as soon as the parcel changes hands.

Transit times

Ground transit is typically three to five business days after dispatch, longer for Alaska, Hawaii and remote addresses. Quoted transit times are estimates from the carrier rather than promises, and weather or a carrier backlog can move them.

Rates

A single flat shipping rate applies to an order, and shipping is free once the order total reaches the threshold shown in the cart. The rate shown at checkout is the rate that applies; there is no handling fee and no surcharge for packaging.

Tracking

Every parcel ships with tracking. The tracking page shows the carrier’s own status, including any delivery attempt. Keep the tracking number until the parcel is in your hands, because it is also the fastest way to open a claim if a parcel stops moving.

Delivery requirements

An adult signature is required on delivery, and the carrier may ask for photo identification matching the name on the order. Parcels are never left at the door, with a neighbor, or in a locker. If nobody is available, the carrier leaves a card and attempts delivery again; after the final attempt the parcel comes back to us and the order is refunded less the shipping charge.

Damaged or lost parcels

If a parcel arrives visibly damaged, note it with the carrier where possible and photograph the carton before opening it. Report damage or a stalled tracking record to the service desk and we will open a carrier claim and arrange a replacement or a refund.

Packaging

Parcels are shipped in plain outer packaging with no product description on the label. The Discretion Policy explains what does and does not appear on the box.

Contact

A shipping question is usually answered the same day it is asked. Email [email protected] or call +1 212 555 0142. Have the order number ready and the tracking status if the parcel has already left us.