Order Processing Times
- Orders will ship in three to five (3-5) business days after the order is received, unless indicated otherwise in individual product listings.
- During high season and holidays processing times can take between three to seven (3-7) business days after your order is received. We ship Monday - Saturday, holidays excluded.
- We start processing your order as soon as we receive it, so you have a short window of time to cancel items from your order before they ship, typically 24 hours. Once you receive an email notification that your order has shipped, your cancellation window has closed. Please note, items that ship directly from manufacturer, as noted in the respective product listings, cannot be canceled; however, they are eligible for the Return Policy, as stated below.
Shipping & Delivery
- All orders ship out of San Diego, CA and domestic orders will arrive within 2-9 days, depending on the shipping method selected. Tracking is included with all orders. Delivery time for international orders will vary based on location and shipping method selected.
- Once shipped, you will receive a shipment confirmation email with a tracking number. For multi-product orders, we may be split your order across multiple shipments if so needed to ensure safe transit and tracking numbers will be provided for each package.
- We use USPS and UPS as our preferred shipping carriers for domestic and DHL for international, and we’re able to leverage discounted commercial shipping rates. Our website is integrated with USPS, UPS and DHL systems which means that shipping costs are automatically calculated during checkout based on your shipping address and estimated size & weight of the final package.
- Even though these are automatic system calculations, estimated shipping costs are not always precise, particularly for multi-product orders. If final shipping costs end up being materially less than what you paid, we will refund you the difference and if it ends up being more, we typically bear that cost.
We do not charge any mark ups, handling fees or insurance costs to our customers. We provide complimentary shipping insurance on all orders to protect you against damage that may occur during transit. We have safely shipped hundreds of fragile orders and we expertly package all orders to ensure safe transit. It is very rare that damage occurs but if it does please read below what to do.
Depending on your location and size of your order we may be able to offer shipping to you. If you are unable to checkout with an international address, please contact us and we will check to see if we can make that happen for you.
- It is important to know that you are solely responsible for any local customs tax or brokerage fees your country may impose for import of goods. Should you refuse delivery and/or fail to pay such import fees, your order will be considered abandoned and you will not be entitled to a refund.
Due to significant new tax and customs implications as a result of Brexit, we are unable to ship to UK effective January 1, 2021. We apologize to our UK customers but as a small business we are unable to take on the large amount of requirements.
Returns & Refund Policy. Don’t love it that much? No problem!
- Most orders can be returned within 30 days of the purchase date, except for those products marked down on Sale which are final sale, as well as seasonal items and e-gift cards. Further, at this time we only accept returns on US domestic orders; international orders are final sale.
- To be eligible for a return and refund, you must contact us immediately upon receipt of your order to arrange the return with the said 30 day window. Please do not send back orders without contacting us first. All returns must be done within 30 days of the purchase date. Product(s) must be unused and in the same condition you received it.
- You are responsible for the cost of the return shipping and we highly encourage you to use a shipping method that incudes tracking and shipping insurance in order to ensure the return arrives safely back to us.
- Once your return is received in good condition, a refund will be immediately issued to the original form of payment, minus the cost of shipping.
- Unfortunately, we are not able to accept product exchanges or store credit at this time.
Damaged or Lost Orders
- We have safely shipped thousands of fragile orders over the years and we go to great lengths to ensure your order arrives to you safely. With that said, and while it is very rare, unfortunate accidents can sometime occur during transit, from package being mishandled by the carrier to severe weather conditions.
- Should you receive a damaged product, please contact us immediately upon receipt of your order but, in no event, later than five (5) calendar days, and include in your email proof of damage (pictures of the damaged product in the original shipping packaging). Please take several photos from different angles. We will refund you immediately upon receipt proof of damage.
- Your refund will be either a full or partial refund, as the case may be, and may require you to return the undamaged portion of the order to us. For example, if your order consists of 12 plates and one arrives broken you will generally have two options (1) receive a pro-rated refund for the one damaged plate; or (2) if you don’t want to keep the remaining 11 plates, you may return them to us for a full refund of all moneys paid. If the latter, we will send you a prepaid shipping label for your convenience but you will be responsible for the safe packaging and arrival of all 11 plates back to us.
We kindly ask you retain the broken item in its original packaging for a little while to help support us in our efforts to recover the loss from the shipping carriers. We will file the insurance claim and include the photos you provide but sometimes the carrier will require more proof.