SHIPPING
Domestic orders to the US and APO addresses $100 and over ship free. Gift cards, Specialty boxes and items marked 'Free Shipping' are not calculated in the $100 minimum, as they are shipped from a different location. Orders containing items shipping from The Creamery are charged a separate shipping fee and will arrive in 2 packages.
Orders are processed Monday-Friday, 8am-5pm EST.
Our turnaround time is as follows:
- Orders placed by 12 noon EST will ship from our Fulfillment Center within 3 business days.
- Orders placed during sales and holidays we ask you allow 7-14 business days. Semi-Annual sales during Black Friday and our Birthday celebration, we ask you allow approximately 7-14 business days for order processing due to the large volume of orders placed. Orders do not begin to process until the last day of the sale.
- Hot Coco & Nosh Boxes ship within 5 business days of the release date given on the box.
- Pre-Order items & Hygiene Bar Stocking Event orders will ship within 5 business days of the pre-order date. Please check the product description for the release date. PLEASE NOTE: any items placed in the same order with pre-order items will not ship until the pre-order shipping date, found on the product. Pre-orders are automatically filtered in our ordering system and we will not see your order for fulfillment until the date the pre-orders are scheduled to begin shipping.
- Flash Sales we ask you allow 7-14 business days to process your order.
- Orders shipping from our Creamery in Charlotte will ship within 5 business days.
Shipping charges are based off each shipping package, not per order. Each product specifies under the product description which location the item ships from and you will be notified in checkout if the order if coming from two locations. We do not guarantee multiple orders will be combined and thus do not offer combined shipping or refunds on shipping charges for multiple orders placed.
Once your order is pulled for fulfillment you will receive an email with your tracking number(s).
Please allow 1-2 business days for your tracking information to be available on the carrier website once you receive your shipping notification.We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you only as an estimate. Please note that business days exclude Saturday, Sunday and major holidays.
Domestic Standard shipping - Usually 5 to 7 business days.
Domestic Priority shipping - Usually 2 to 5 business days.
Domestic Express shipping - Usually 1 to 2 business days.
Orders are shipped via USPS unless others stated. In some cases the post office does not show any status on the tracking but please do not worry. This is a delay on their end, rest assured that your package has been shipped the day you received our shipping confirmation.
REFUNDS
Because of the nature of our products, we are not able to resell any item once it leaves our shelves and we do not accept returns. By placing your order the product requested was made unavailable to other customers, and for those reasons once your order is placed we are unable to grant any cancellations or refunds, regardless if the order has shipped. We may offer you a store credit in lieu of a refund if the order is not custom made to your request, however, this is entirely at our discretion. We have this policy to maintain the integrity of our prices. Please contact us to inquire about ordering a sample size (if available) to test a product out before you purchase the full size.
Please notify us of any incorrect shipments or issues with your order within 30 days of receipt so we may make the necessary corrections.
Any adjustments made on the customer's behalf for coupon codes not being applied, requests for combined orders or adding to an order will be refunded in the form of a store credit only. Please email us prior to placing your order if there are any concerns.
DAMAGED ORDER
If an order arrives damaged, please forward pictures of the damage, as well as a list of which items were damaged so that we may file the claim on your package and replace the items. No replacements will be sent without photos, as they are needed to submit the claim on your behalf.
Get peace of mind with Delivery Guarantee in the event your delivery is damaged, stolen, or lost during transit.
By purchasing Navidium Shipping Protection, we will reship your order free of charge in the event of damage, loss, or delivery by the carrier, but no receipt.
Navidium Shipping Protection is optional, but by deselecting shipping protection, we will not be liable for lost or stolen packages, included packages that are confirmed delivered by the carrier, but not received.
You will be responsible for filing a claim with the carrier for the lost, stolen, or damaged package.
Please use the resources below to file a claim with the carrier in the event that the package has been lost in transit & Navidium Shipping Protection was not purchased:
USPS
https://www.usps.com/help/claims.htm
FedEx
https://www.fedex.com/en-us/customer-support/claims.html
UPS
https://www.ups.com/us/en/support/file-a-claim.page
Packages will not be reshipped, nor refunds given in the event that packages show delivered, but not received by the carrier, & no insurance was purchased.
