Store Policies

Order Processing Times

Order processing times (the time it takes to pack and ship out your order) typically fall between 2 to 3 business days.

During major shop updates and in person events, processing times may take a few days longer, but we will do our best to ship orders out within our regular time frame and keep customers informed if delays occur.

 

Estimated Transit & Delivery Times

DUE TO COVID-19, POSTAL TRANSIT DELAYS ARE TO BE EXPECTED WORLDWIDE.

All orders from our shop ship via USPS.

Domestic orders (within the United States) typically take between 2 to 10 days to be delivered.

 

Order Cancellations, Returns & Exchanges

Our store is not currently accepting order cancellations, returns, or exchanges at this time. All sales are final. Please read over any item descriptions and view pictures carefully before purchasing. If any issues arise, please contact us through our website or email us at wadinghawksundries@gmail.com with your name and order number. Assistance may be offered on a case by case basis, no guarantee.

 

Address Changes

We are only able to change an order's shipping address if the shipping label has not yet been printed.

Once the label has been printed & the automated shipping confirmation email has gone out, we cannot reroute the order. Customer must wait until the order bounces back to our P.O. Box, then we can take the next steps (see next section).

 

Return to Sender Orders

For returned orders, Customer may choose to have the order reshipped (Customer is responsible for reshipment fees), or may choose to have the order refunded minus original shipping costs.

 

Combining Multiple Orders Together

We are not able to combine the shipping of orders that were placed separately at this time. 

 

Order Damaged or Incorrect Upon Arrival

If an item from your order arrived in a damaged state, or you received the wrong item, we will be happy to look into it and help! To ensure accurate and speedy assistance on the issue, please complete the following steps:

  1. Take at least one photo of the item. In the case of DAMAGE, please take a photo of a) the damaged item(s), b) the exterior mailer packaging, and c) the interior mailer packaging. Make sure the photograph is well-lit. If the photo is grainy or dark, we may request a new photo.
  2. Send the photo(s) to our customer service inbox, wadinghawksundries@gmail.com, and include your full name, order number, and written description of the issue.

Once we read your e-mail, we will then work with you on a resolution, whether it be a refund, replacement, or instructions on how to easily fix the problem (ex: magnet falls off). In the case of DAMAGE, we will file an insurance claim through USPS.

In some instances, we may require that the Customer sends us back the defective or incorrect item. If this is requested, Customer will not be responsible for any costs associated with the exchange or reshipment.

 

Lost Orders - Stuck in Transit

If order tracking has not updated in a long time, and is stuck "In Transit"...

U.S. customers - please wait at least 4 weeks from the time of the last tracking update before contacting us. Packages often get stuck, but eventually work their way back into the delivery cycle. If it has been 4 weeks without delivery, please contact us at wadinghawksundries@gmail.com so that we may look into it for you.

NOTE: Insurance claims for lost packages can only be filed up to 120 days after we have shipped out the order. Please try to contact us somewhere between 75 to 110 days (2.5 - 3.5 months) after shipment to ensure that we will be able to file an insurance claim to refund or replace your order. We cannot guarantee refunds or replacements if you contact us after 120 days.

As always, we also recommend reaching out to your local post office directly to see if they have any information regarding your package before contacting us.

 

Lost Orders - Marked as Delivered

Once we hand something off to the United States Postal Service for shipping, what happens during transit is completely out of our hands - especially after the package has been marked as “Delivered”.

Your local post office will always be most qualified to help you locate your Delivered package in these situations, but we also have some tips that have helped customers locate their packages in the past:

  1. Wait a couple of days to see if the package shows up -- USPS may sometimes prematurely label packages as "Delivered" when in actuality, they are still sitting at the post office or mail truck waiting to be delivered the next business day.
  2. If a few days have passed and you are still unsure of your package's whereabouts, please call your nearest, local post office to make sure that your package is not being held there for any reason. The workers may be able to talk directly with the mail carriers to see if the carrier remembers dropping the package off at your address. Sometimes there are comments left in their records of where the package was placed.

If you contact your regional/local post office via phone or in-person (NOT the general national USPS customer service hotline), the USPS staff has the ability to look up the exact GPS location of where your package was dropped off. 

  1. Try asking your neighbors to see if something got mixed up or was delivered to the wrong door.
  2. If you live with other people, double-check with everyone else in the household to make sure they didn't bring your package inside and/or open it up for you.
  3. Check all areas of your property -- could it have gotten swept away or blown somewhere nearby? Be sure to check your yard, front/back door, porch, bushes, etc.

If you are still unable to locate your package and believe that it was lost or stolen after its delivery, you will need to file a missing mail search request directly with USPS: https://www.usps.com/help/missing-mail.htm

Please contact us via email if you are in need of specific shipment details to aid in a mail search request!

 

Forgot To Apply Discount Code

Unfortunately, discount codes cannot be applied retroactively. 

 

Anti-Harassment Policy & Right to Refuse Service

We have the right to refuse service to any Customer who exhibits harmful, rude, or manipulative behavior to our shop or employees over e-mail, messaging, or otherwise. In this event, any outstanding orders associated with Customer will be canceled and a ban will be implemented.