IMPORTANT COVID-19 NOTICE:
Please note that domestic and international shipments may experience delays due to a decrease in postal staff and health precautionary measures. Domestic shipments can expect up to 5-7 business days additional to the original delivery date. International shipments from our facility have seen several week delivery delays, as well as ambiguity of package location and reason for being held in customs. We apologize for this inconvenience, however, it is important to understand this is outside of our jurisdiction as the sender. Once a package leaves our facility, we are not able to gain further information, and it is the the receiver's responsibility to track and reach out to their local post office with issues.
"My package says it's delivered, but it hasn't arrived."
Firstly, check your online order the verify the address you provided is correct. We know getting your yearly calendar is exciting, but please be patient, as packages can take up to 36 hours after the “Delivered” time to actually arrive. Next, contact your local Post Office. We cannot stress this enough! Your local Post Office is the only source to exactly pin point your order's location; we can only see what you see and can verify the address it was shipped to. Additionally, Please allow for a 3 hour window from when it states it is delivered. Lastly, check that it did not end up in your neighbors' mail.
If you wish to return a product, we will email or mail you a return slip to send back your unwanted item. In order for the return to be valid, the item must be returned within 30 days of its arrival date, be unused, and have a written explanation for your return. Once we have received your valid return, we will refund you for the cost of the order, minus a small restocking fee (varies based on item). International Orders may not qualify for return policy depending on Postage and Tariff Rates. Please call us at 1-800-285-0591 (8AM-5PM EST) or email us at firstname.lastname@example.org to request assistance with a return.
In order to exchange an item, you must return the unwanted item and place a new order for the correct item. With your new order, we will include a return slip for your convenience; ; simply place the return slip on the package, reseal, and place in your mail box. Once we receive your return, we will refund you for the order, minus a small restocking fee (varies based on item). International Orders may not qualify for return policy depending on Postage and Tariff Rates. Ship NOTE: Customer is responsible for shipping on each order.
Stolen, Lost, or Items Damaged Due to Delayed Retrieval
We are not liable for packages that are stolen or damaged after delivery. Items lost in the mail should be investigated by your local Post Office. Once a package has left our facility we have little to no control over its condition. However, we ship all our packages in padded envelopes with tracking information included, so items are protected and customers can prepare for delivery. If you believe your package has been stolen, we recommend reaching out to your local Post Office to verify they do not still have your package. If they have proof of delivery, then we recommend filing a police report with your local police department. If you have any questions or concerns, please feel free to contact us during our normal hours of operation.
In order to limit the possibility of you package being stolen, lost, or damaged after delivery, we recommend that you provide a safe and secure address and do not leave your package unattended for extended periods of time. Additionally, if your address has a history of packages being damaged or stolen, we recommend selecting a shipping option that requires signature.
If you place an order for an item that is not yet in stock, your item will ship as soon as it is available. Once your item is shipped, you can expect it within 7-10 business days of the ship date.
If you would provide email information, you will receive automatic shipping updates. Please note, once you receive tracking information, you should allow up to 48 hours for it to be activated by the USPS. Please allow 5-7 business days for arrival.
If you have selected the "No Tracking" option at check out, you are indicating that you do not wish to have your order tracked through USPS. This means that once a package has been sent Refill Services is no longer liable for the package. Please allow 7-14 business days for arrival.
International orders are charged actual cost for shipping, rather than a standard rate. All potential tariffs or customs fees belong to the customer. Expect 3-6 weeks for delivery depending on location. Note: International orders will only be expedited at the request and expense of the customer. Actual International Express shipping starts at $50 USD.