Terms of Service - Insurance - Returns

Terms of Service & Insurance

Processing time - We ship most orders in less than 24 business hours of being placed.

Order changes - Orders are LOCKED and cannot be changed or canceled once placed. See below for our address error policy.

Insurance - All orders (Domestic & International) now ship insured against loss, theft & damage. Limitations apply.*

Guaranteed Delivery Insurance
International orders not received after 10 weeks from the date of shipment (remote locations may take longer) will be replaced.*
Domestic orders not received within 2 weeks of shipment (remote locations may take longer) will be replaced. *
Shipment returned as unclaimed, refused or return to sender will be refunded back to your original payment method for the value of the product and shipping fees refunded as store credit.

  1. Replacement items will be shipped using the same shipper and service speed you originally selected for the order.
  2. You may upgrade to a faster shipping service for an additional fee. Due to COVID-19 it is recommended that International Customers upgrade to DHL or FrdEx for replacement shipments.

Damage Claims

  1. Products received damaged, leaking or otherwise unsound on arrival will be replaced at no charge.
  2. Photographic proof may be requested.
  3. Replacement items will be shipped using the same shipper and service speed you originally selected for the order.
  4. You may upgrade to a faster shipping service for an additional fee.

 Theft after delivery confirmation

  1. Insurance allows for a maximum of one theft after delivery claim per customer, per 12 months.
  2. If a pattern of multiple claims arises, coverage may be declined.*

* Insurance limits 

  1. Maximum liability is for the total value of the order ONLY.
  2. Loss claims are limited to a one time replacement per order.
  3. If a replacement is subsequently not received, a 50% refund is allowed.
  4. If an item repeatedly arrives damaged we reserve the right to refund the product.
  5. Repeated damage claims to the same address. We reserve the right to deny excessive damage claims to a particular location.
  6. We reserve the right to deny a claim if a pattern of multiple claims arises.
  7. We reserve the right to issue a refund instead of a replacement.
  8. Refund exceptions - We do not refund any customs taxes, bank fees, transaction fees or exchange rate fees you may incur.
  9. Claims are subject to a per order limit of $1,000 USD.

Unclaimed/Refused/Returned to Sender. If a shipment is returned to us due to being unclaimed, refused or marked "returned to sender" we will reship your order for an additional shipping fee or refund your order back to your original payment method with shipping refunded as store credit.

Address error. If a shipment is returned to us due to an address error we will reship your order for an additional shipping fee or refund your order, with shipping refunded as store credit.

Returns Policy - You must have a return authorization to make a return.

  1. If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order. Please provide your order number.
  2. You may return or exchange new, unopened items within 90 days of delivery for a full refund with shipping refunded as shipping refunded as store credit.
  3. Returns requested after 90 days may be eligible for store credit.
  4. We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
  5. Opened product will not be refunded unless it is determined to be defective. 
  6. Shipping fees are refundable ONLY as store credit.
  7. We do not pay for return shipping if the return is due to no fault of our own.
  8. Refund exceptions - We do not refund any customs taxes, bank fees, transaction fees or exchange rate fees you may incur.
  9. You should expect to receive your refund within 10 business days after we receive your return.

 

Shipping

We will calculate shipping during checkout. 
Shipping rates are weight-based.
To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.