After Order Info

One of three things is happening. 1. The order didn't actually complete. 2. Your e-mail from me is in your spam folder. 3. You input the wrong e-mail address into the order.

See below about details on each and what to do.

The most likely is that you did not actually complete the order yet. These are considered 'abandonded carts', and my system will eventually send you a 'reminder' e-mail about the items. Depending on your browser, if you go to your cart on this site, and the items are still there, you did not complete the checkout. If you never try again the 'pending charge' will eventually just fall off your statement because I haven't actually charged anything.

I cannot refund you (because I did not receive any money) nor can I make this pending charge go away any faster as I have zero access to the funds or your account. This is 100% on your bank/cards side of things.

Many times this is due to incorrect billing information (especially zip code - check that your shipping and billing address for the card if they do not match), card expiration or CVV input incorrectly, or sometimes insufficient funds on the card. Please double check all of these things.

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The second option is that you entered the wrong e-mail address. Please check your spam folders as my e-mails can sometimes go into that. If you check all of your e-mail addresses (including spam), AND your cart is empty (because you DID order, just wrong e-mail), please send me a message through my contact form with the name and city/state your order is likely under. I have no way to respond to incorrect e-mails in orders or in the contact page, so please double check that you are using an active one (as well as one that isn't full).

I generally ship within 2-3 business days, but on occasion it can take4-5 on occasion. Please remember 'we' is just me and sometimes my parents helping me out, I'm not Amazon, so please be kind and patient : )

Sometimes I can ship immediately (if your order happens to come in while I'm packaging), sometimes you might order right after I finished in which case the above times apply and may take 1-2 business days.

I usually ship 2-3 days per week. Usually Monday, Wednesday, Friday, but I may ship differently some weeks, ie Monday, Thurs, Saturday.

If you used the Partial.ly payment plan, your order will ship in this same timeframe AFTER you have completely paid it off.

Again, please remember I'm one person.

Shipping times specifically can be found on my FAQ page.

If you received a shipping confirmation e-mail with tracking information, then yes!  They are ALWAYS dropped off within 24 hours of that e-mail being sent.  Please allow 1-3 days for it to update.  This e-mail is the only way to access and track your package.

Sometimes USPS does not scan at every stop.  I've had packages take up to 8 weeks.  I am so sorry, but there is nothing I can do once I drop it off! If you have received tracking info, I PROMISE your order is on the way as far as me dropping it off. This includes packages that are marked as 'pre-shipment' on the USPS tracking.

If you have NOT received an shipping e-mail with tracking, then your order has not shipped yet.  Please check your spam folders too as your tracking e-mail may be stuck in there. (If you didn't receive even an order confirmation e-mail, then you may have given the wrong e-mail address in your order. Please send a message through the contact page with your name and city/state information.)

We generally ship within 2-3 business days, but on occasion can take 4-5 on occasion.  If you had a 'hold box' note in your order, your order will ship in two weeks (or 4 if outside the US) unless you place a new order, or you let me know before that.  Please check your order confirmation e-mail to see if it has order notes that you input.

If you used the Partial.ly payment plan, your order will ship in this same timeframe AFTER you have completely paid it off.

**There are times when your order will be placed on hold pending required additional information. If your order has not shipped after 3-4 business days, please check your e-mail (and spam folder) for an e-mail from us.

It is VERY rare that I would ever cancel an order without any communication. I likely TRIED to communicate with you via e-mail multiple times, and unfortunately did not receive any response. I will not call or text.

Many times this is due to a wrong e-mail address you input into the order, or an e-mail inbox being full (yes both of these happen frequently). This can also be due to no fault of yours, as it may have gone to spam.

But if I need information or something from you prior to fulfillment, and I do not hear back, I cannot ship an order, and it will be cancelled.

If I did cancel your order and you still want it, please visit my contact page and send me a message there (make sure you give a good e-mail address - and likely not the one you put in the order). If you don't hear back from that message, again check your spam, or try the contact form again with a different e-mail address.

Unfortunately I receive the SAME exact tracking info as you do in your order shipment e-mail, nothing more.  They don't even give me anyone to contact.  Once it leaves my hands, it is up to the USPS (99% of orders) or UPS (larger orders).  If your tracking hasn't updated in some time, I suggest taking your tracking number to your local post office or UPS store.  They may be able to start a 'find mail' request. You can also do this online. See the bottom of the page for more info.

During the December holiday shipping rush, shipping times may take longer, and they can skip scans.

If your tracking number even just says 'Accepted - Shipment Received, Package Acceptance Pending' - it has 100% guaranteed been dropped off with the USPS. I do not know why this happens, but you will first want to submit a 'find my package' or start a 'service request' with them. When you write in, note that you are 100% sure it is in their possession... because it is, I promise!

If your tracking never updates after 2-3 weeks, please e-mail me through the contact us page. I know it is hard to wait, but USPS will not do anything until at least that time has passed.

Unfortunately if you do not have Route protection on the order, I cannot replace or refund your order if it is lost in transit or stolen.

If you have the Route protection package on your order please file a claim with Route’s team here.

Please remember I ship to the address that YOU provide when the order is placed. It is automatically put into the shipping label - I do not manually edit it.

Unfortunately I cannot refund for packages marked as delivered (or lost in transit) unless you added the Route package protection at checkout.

If you experienced an issue with your Route protected order, please file a claim with Route’s team here.

Please check with your family or neighbors to see if they somehow grabbed it for you first of all. If you have a community package/parcel locker, please double check that the key just didn't make it into your mailbox (talk to your property manager and/or mailman). I suggest talking with your management company either way because I have had customers locate quantites of packages they thought were lost.

Sometimes it says it is delivered, but it will come a day or two later.  I've seen it all, but again, I can't do anything.  Please remember I cannot control this, and did not cause anything to happen to your package myself.

Most customers have the best luck by visiting their local post office with their tracking number and 99.99% of the time they find it this way. This is the best way to go about finding your package because they are the ones who can speak to the actual mail carrier who supposedly delivered it. If you can talk with your actual mail carrier directly, that is your best bet as they will know exactly what happend.

Again, unfortunately I cannot refund for packages marked as delivered (unless you received Route package protection at checkout). - Please try to remember I am a one person business. I ship to the information you provide when the order is placed. I cannot control how your package is handled or delivered, where you live, etc. I can't control the entire postal system, your mail person or thieves. It is unfair to blame me. And sadly I have had people fraudlently state they did not receive something when they in fact did (and posted on social media).

You MAY pay to add a delivery signature (which I suggest if you live in an apartment or area with foot traffic, or where your packages are visible), but that will be your responsibility.  Please let me know if you want this service added prior to checking out.

This is a rare one for me, but if you see that somehow the package was 'out for delivery' but then changed to 'available for pickup at post office', a couple things could have happened. They could have forgotten to deliver it, it could have ended up on the wrong truck/route, or they did not feel it was safe to leave the package.

If you click on the tracking link from your e-mail (or copy and paste the number) and go to your tracking on the actual USPS website, you will see a 'request a redelivery' button just under the tracking number. Hopefully this will get it delivered. Otherwise you may have to go to the post office with photo ID, tracking number, and bill or mail with your name and address to pick it up.

Please know I have no control of this happening. I ship to the address you provide to me, so I don't make any special 'pick up' requests.

Please check your boxes carefully, as sometimes small items can hide in the paper shred or slide down to the bottom.  I promise it is there! Please also check around the box and under any furniture where you are unwrapping. I've had people find lost pieces in their bedding, under couches, and hidden under the box itself.

On the extremely rare occasion it is not, see below.

I'm so so sorry! I keep all orders separate to avoid this, but I am human.  If you really are missing something, please respond to your order confirmation e-mail and let me know what specific piece is missing and include any applicable photos. Please do not DM on Instagram. This gives me all the information I need to see what happened and I so I can check the claim photos and packing videos before getting back to you. If it is truly wasn't picked for your order I will of course make it right!

Please note that I cannot replace or refund for pieces that may have been lost or accidentally thrown out with the packaging. 

You must contact me within 24 hours of the delivery date.

Actually you can! If you go to your order confirmation e-mail, click on your custom listing item name (aka 'Due 5/3 @username), it will show you the list of your items in the product description.  If you paid with a Payment Plan, you will need to have screenshotted your list before checkout. These are only available for 3 months after you order.  If you'd like to keep a record for longer, please screenshot.

My website can only charge for an order once. Sometimes through the credit card process, your credit card company will issue an automatic 'authorization' that can sometimes be voided and then re-authorized before it is finally charged. It all happens within seconds automatically through the processing system. This is on the back end of the credit card company processing, not on my end. It may show as a second 'pending charge' for a couple days before it eventually disappears from your statements.

But I can definitely only charge once.

There is a full list and photos of the possible free crystal stone selection available on the website crystal identifier page.  Every time I add a new crystal to the mix, I add it to the crystal identifier site!  It is hard for me to see what they are in your photos due to lighting, so please check the photo identifier.  You can even zoom in!

That is Palo Santo!  It is ethically and sustainably sourced (no it is NOT the endangered species).  It is meant to help cleanse your pieces or home if you think it needs. Just light it on fire for a few seconds and then blow it out and allow the smoke to flow over your crystals or in your space. Please be careful, and open windows as well!

You can read more on the Palo Santo product listing too.

If you are having an issue with a gift card code entered at checkout, two things could be happening.

1. You've already used the balance of the card up. If you got the card from someone else, you may want to ask them. Only the e-mail that is on the original order for the gift card will receive the code (even I can't see it).

2. Your code should have 16 digits with a mix of numbers and letters. If you do not see 16, please send me a message through the contact form (with gift card order number if possible, but if not, hopefully the name of the person who ordered and the gift card amount so I can find it).

Shopify automatically e-mails the gift card codes directly to the customers, and unfortunately they have been known to leave off the last digit in the e-mail. I'm trying to get this fixed. But the good news is I can see the last 4 digits of the code, so I can provide this last one.

I'm sorry for the extra trouble! I'm working with Shopify to stop this, but currently it's not something I'm able to control on my end.

If your item is returned to me due to YOUR error (you input wrong, incomplete, or incorrect shipping address, including wrong unit number, at order for example), you will have to cover the cost of the re-shipment. This is at USPS's discretion on whether they can deliver the item as you input it. I have no control. Please note I have no control over how fast or slow they send it back to me. I've seen it take a month.

Labels are created automatically from the address information you input, so I have no way of knowing if it is wrong. Whatever address your order confirmation e-mail shows is the address that it will ship to.

I use the exact address from what the customer inputs. The system will not suggest address changes like apt/units, or company info, or name changes. I have no way of knowing if something is missing or if an address doesn't actually exist at all.

I will NOT cover the cost to re-send you the item. And I cannot re-use shipping labels that have been returned to sender (this is USPS' policy).

I will send you an invoice for the cost of the new shipping label. Once that is paid, I will re-send to the corrected address you provide. You CANNOT change the address completely to a different location. It must be similar to the original (ie, correct unit number, misspelling or zip code - it cannot be completely different). USPS does not allow me to re-use the original label.

If for any reason you refuse to pay for the re-shipment and I make an exception to grant a refund (which since I do not typically offer refunds, is very rare - see below), your refund will not include the original shipping costs and fees I incurred. I also cannot refund you for the Route protection if that was on it.

Route will also not cover the cost to re-send the package due to your error. It will only cover the package if it is completely lost.

If it was MY ERROR from changing the address somehow (which almost never ever happens), I will of course take care of sending it again. 

This should absolutely NOT happen to US shipments (these are different than customs fees, which if you are outside the US, I cannot control or help with).

The rates that are paid for your shipments are determined by a contracted BULK price between USPS and Shopify. They cannot just change your shipping rate to the retail price. If they leave you a note or tell you in person that you owe more, point out to them that the shipping label was purchased through Shopify with this contracted bulk rate, and that the fee was already paid.

If they still refuse to fix this, please send me an e-mail back to your order confirmation e-mail and let me know ASAP. Please do not just pay it, they are in the wrong.