Shop Policy & Shipping Info UPDATED 11/9/20
ORDER TURNAROUND TIME
Our shop operates on both a pre-order and ready to ship sales model. Pre-orders each have their own specified turnaround time*, but are generally between 10-15 business days unless otherwise stated. Ready to ship items will ship in 5 business days or less until combined with a pre-order item with a longer turnaround. Make sure to check the listing on each item to determine the exact turnaround time being allotted.
*Turnaround time defined as the time between when the preorder window closes and orders are shipped. Business days are Monday-Friday.
Domestic orders over $75 ship free!
Shipping is calculated by weight/location. UPS and USPS First Class and Priority services are available domestically and internationally. If you would like an estimate on shipping before a sale, please contact us via email and we will be happy to assist you.
Domestic delivery times are 2-9 days for First Class and 1-3 days for Priority and UPS
International delivery times are anywhere from 1-6 weeks for First Class and 6-10 business days for USPS Priority or UPS
USPS COVID-19 UPDATE 11/9/20: All package carriers are experiencing longer than usual delivery times, delays and lack of package scanning/updating. Please allow for extra time beyond the above stated estimated times for delivery and understand that tracking may not be available or update as usual. Domestic packages are regularly taking 2-3 weeks to reach their destinations at this time. Please allow a 14-21 day window before contacting us regarding lost packages. We are sorry for the inconvenience.
Insurance: $50 of insurance is included by USPS on Priority packages and up to $100 on UPS packages. Insurance is not available on First Class at this time.
Supernatural Lacquer currently ships to the following locations:
- United Kingdom
- United States
VAT: International customers are responsible for any taxes/VAT rendered by their country on the package value - we do not alter customs forms to reflect an incorrect value to reduce or avoid these taxes for any reason.
Shipping Notifications: We utilize Shopify for labels, postage, shipment tracking and shipping notifications. After your order has printed, you will receive an email notice from Shopify. Please note that shipping notifications are sent via an automatic process through Shopify. As such, some orders may not have a notice sent due to program error and we are happy to manually provide you with your tracking info via email@example.com at your request. Please make sure the email used at checkout is correct and check junk/spam folders to see if the notice possibly went there.
Incorrect Shipping Addresses: Please ensure you have provided the correct shipping address. We ship to the address provided in PayPal OR during checkout if using a credit card. Addresses are automatically populated from the information input by the customer and are not altered by SPNL prior to shipping. The customer will be responsible for payment of shipping costs to have the item re-delivered if returned to us due to incorrect addresses provided at checkout. If a refund is requested on orders returned to us due to an incorrect shipping address it will be refunded minus the cost of shipping.
Lost & Misdelivered Packages: SPNL will make all efforts to assist with finding lost packages. If your package is lost/damaged/mis-delivered due to USPS error please contact us so that we can assist you or work out an arrangement for replacement. You may be asked to contact your local post office to assist with this process. If packages are repeatedly lost or mis-delivered to an address it may result in SPNL no longer shipping to that address. If a package is found to be stolen from an address provided you may be asked to provide an alternative address before a replacement order is shipped. Replacement packages may also be sent with signature confirmation to ensure safe delivery.
Order holds: We no longer hold orders - all orders are shipped within the stated turnaround window. SPNL does combine orders at the customer's request or if multiple orders from the same name & address are present and the shipping fee overages are then refunded.
All orders over $150 (before shipping if applicable) require a signature upon delivery.
EXCHANGES AND RETURNS
All sales are final. If you feel that your product is defective, if it arrives broken/altered, if you find you have received the incorrect items or find an item missing please contact us at firstname.lastname@example.org within 3 business days of receiving it so that we can assist you in resolving the issue via replacement/refund/etc. Items reported to be broken/incorrect may require photos of said broken/incorrect items sent to email@example.com prior to a replacement/refund being arranged.
All payment is due at the time of purchase. Currently we accept PayPal or credit cards through the PayPal website or Shopify Checkout. Orders completed via eCheck on PayPal will be held from shipment until payment clears. Credit card payments made through Shopify are processed via Stripe.
CANCELLATIONS AND REFUNDS
Supernatural Lacquer reserves the right to cancel any order, for any reason. If an order is cancelled a refund will be immediately issued. Customers may request an order cancellation of their own within 24 hours of their purchase before the item has shipped.