CUSTOMER SERVICE EMAIL: firstname.lastname@example.org [IN ORDER FOR US TO ADDRESS YOUR EMAIL, it must include your order number and full name used at purchase]
Messages sent to DMs are not always seen & replied to. All order questions should be dealt with via email.
Shop policies are the same across all social media platform sales and our website. The buyer is responsible for reading our shop policies before purchasing.
Please allow up to 14 days for processing.
Current order turnaround time is 2-5 days.
EVERY ORDER has a processing time, no matter what shipping option is selected. There is no way to "skip the line" and have your order shipped the same-day/next day.
Once the item is shipped, it will take approximately 1-10 business days to get to you (if within the US, please allow up to six weeks for international). USPS is the main shipping company that packages are delivered through. I also use UPS and FedEx. Shipping rates are calculated at checkout based on weight, location, and size of the parcel. Tracking numbers are sent once your parcel has been packaged to the email or phone number entered at checkout (or sent to you through the SHOP app). Insurance is given with every order shipped through USPS priority mail and UPS Ground/3 day select. Worldwide shipping is offered on the website! Please note that prices are in USD. Customs costs/fees will be paid by the buyer. Tracking numbers are provided for every international order.
RETURNS, REFUNDS, CANCELLATIONS
Returns: Every order has a 10-day period to send us an email to submit a return request. Please send us an email with your order number, what you want to return, and the reason. Customers must have access to print the return label and drop off the return in original packaging to USPS/UPS. WE DO NOT COVER ANY RETURN FEES OR SHIPPING COSTS. The customer will pay for shipping. Order must remain intact and no parts broken and leave any packaging unopened. Once your return is inspected, we will process the return back to the payment method used at checkout once the return is approved after inspection, usually within 1-6 weeks. If there are any damages/signs of use or wear from the buyer, we will process a 50% refund.
Refunds/Cancellations/Cancelled Items from Order: Cancellations can be made within 12 hours of purchase time and will receive a refund. Orders CANNOT be cancelled/refunded if the order has been fulfilled (order has a tracking number).There is a 10% restocking fee + processing fee ($0.30 + 5%) charge for order cancellations/cancelled products. Refunds for order cancellations take 5-7 business days to process back to the card used at checkout.
If you have any damages to your order, please email us so we can file a package insurance claim.
I do my absolute best to package all orders safely and securely. I use bubble mailers and boxes to ship packages out in. As a thank you for your support, stickers, candy & other items are included as freebies for every order. All orders get a different mix of these items since they are always changing.
If your package is returned to sender, that means the wrong address was imputed at checkout. WE ARE NOT RESPONSIBLE FOR LOST/DAMAGED/BROKEN RETURNED TO SENDER PACKAGES. Once the package is received, an email will be sent to the email used on the account. The buyer must pay shipping fees to reship the package. If shipping fees do not want to be paid for by the buyer, there is a 30% restocking fee for refunds for returned to sender orders (You will only get 70% of what was paid, shipping fees are NOT included in the refund, and do not get refunded).
MISSING ITEM(s)/WRONG ITEM SENT
If you didn't receive an item you ordered, please email me and I can get it sent out ASAP to you. If you are missing an item, please try and contact me within 4 days (of the delivery date marked on the tracking number) in order for me to send your missing item. If you contact me after 7 days of receiving your parcel I can not be responsible if the item is unaccounted for and therefore won't send out that item.
NON-DELIVERY / MISSING ORDER
If your parcel says it's been delivered and you haven't received it (this mostly applies to USPS), please wait one to two business days because 9.9 times out of 10, the tracking information is incorrect and will be delivered the following day(s).
Please triple-check to see if the right address was imputed at checkout. USPS/UPS are those who ship and deliver orders for my business. Please contact them (VIA missing mail request, email, customer service, etc) to see how they can help you locate your package. You can also ask neighbors to see if your order was delivered to them by mistake.
We are not responsible for lost, stolen, or damaged parcels. We can submit a insurance claim for ANY order.
We will NOT refund/replace for broken/lost packages until the claim is submitted & approved with the shipping company.
We are not responsible for lost packages, once they are dropped off at the post office it is out of our control. Tracking codes aren't always 100% accurate. If a package says its delivered, many times your package will show up the next day or two.
ALL Custom and Duty fees are the responsibility of the buyer. Live in the Light does not pay customs fees or taxes on parcels.