Contacting Shipping Companies
My item arrived damaged, what do I do?
While we do everything humanly possible to ship your item safely to you, the shipping companies (USPS, UPS, etc) have 100% control of your packages : ( Unfortunately once it leaves our possession, we cannot do anything, and is therefore up to the USPS (or other shipping company used). If your item does arrive damaged, you will need to submit a claim with the USPS (or UPS) directly.
They will REQUIRE the following photos for your claim. Without these photos they will definitely not accept your claim. You MUST also keep ALL packaging and items until the claim is fully over as they will likely make you visit a post office to show these items (it sucks, but that is their new policy). Lately they have been rejecting any claims that do not get this.
- Multiple photos of the broken item(s)
- A photo of the shipping label on the box clearly showing the TO & FROM address.
- Multiple photos of the box, especially any noticeable damage (the more you can show this the better, as that is obviously their handling).
- Photos of all of the padding that was around the piece.
- Screenshots of your order details (you can access custom listings through your order confirmation).
- Return Address: This is MY shipping address in the top left of your shipping label.
- Shipment Dates: These will be found on your tracking e-mail.
*If you have any video of the box being mishandled by a carrier, keep that as well, or screenshots.
You can submit your claim HERE.
If your order was shipped through UPS, submit HERE.
Some pieces are super soft or fragile, like selenite, white aragonite, etc. and may 'shed' small pieces. This is natural for crystals versus a crystal breaking in half or a significant piece falling off.
If for any reason I allow a return of an item... you will be responsible for return shipping costs, and the item must arrive the the same condition. I will also not refund the original shipping cost. You must e-mail me about this within 3 days of the delivery date.
My item has not arrived....
All shipments include tracking numbers that are sent with your shipment confirmation e-mail. Please note that I receive the SAME tracking information, nothing more. Once the package has been dropped off with USPS or UPS, we have no control over them anymore.
If your shipment shows that it has been delivered, unfortunately there is nothing we can do. Sometimes they will mark it delivered and it will not show up for another day or two (don't ask us why, we don't understand either). You will want to visit your local post office to see if they can track it down (sometimes they deliver to the right address number but the wrong street).
If it never shows up, you will need to submit a claim directly to the USPS (99% of orders go through them). I wish I could refund for this, but I cannot control thieves, wrong addresses input into orders, USPS screw ups, or on a rare occasion, people have actually said they did not get their package, when they actually did : ( Please try to remember I am a small business and not Amazon.
You will need the 'from' address, aka my address. Please e-mail me to receive this info.