Shipping & Handling & Communication
We ship at least once a week from California (USA). We use the services of the unionized national postal service called, USPS. The time you’ll (normally) receive your order from the day of ordering is between 2-7 business days (not including holidays) if you are US based.
You should receive an order confirmation from us right away AND then a shipping confirmation (with a tracking #) within 4 business days. You may also get a “Delivered” email. These often end up in email spam folders. Just find it and mark it “not spam” or add us to your address book to get emails from us in future 😉
Please contact us if you do not receive either of these emails and we can resend it at your request. Please include your full order name or order number.
COVID-19 INFORMATION: In Spring of 2020, we are experiencing a delay with some suppliers and with our shippers, thus your patience is appreciated. Rest assured that we are working to get your package to the USPS as soon as possible and that USPS is working hard to get it to your shipping address. We are still shipping on our usual timeline +plus+ up to one week delay. Please check tracking and wait a day or two before contacting us or USPS about your package – status may change as backlogs are cleared out. Thanks for helping to keep lines of communication open for urgent needs in the shipping industries and e-commerce businesses. Please scroll down to read more about which countries that USPS is not delivering to at this time. 🙁
Where is my order? How to Track
Check your tracking # (emailed to you when we get ready to ship your order) to watch the progress of your package towards your area. Click the link with all the numbers (and maybe a letter too).
My order is marked “Delivered” but I have not gotten it.
If your order tracking is marked “DELIVERED” and you did not actually receive it, the best thing you can do is to ask your neighbors and your mail carrier where it might be. If that doesn’t work, go to your post office to see if they have it. Occasionally USPS makes mistakes and waiting a day to see if it pops up in a day or two is advised. The last resort on this scenario is to file a claim with the USPS. Let us know if you get to this point. We have some things we can do to ease the pain, but we are not set up to send replacements to a “Delivered” tracking status. 🙁
Still in Transit?
If it’s been in transit awhile, there may be a rare USPS error. Please ask your local post office about what’s up. If tracking shows USPS in possession, they are the best one’s to start with as far as locating the package. If a whole week passes, please email us to see what is possible for you. International shipments are a different story (see below).
Lost in Transit?
USPS (being the ones with your package) are the best business to contact if you think it may be lost. Calling can be tough, so just run down there and ask your local post office clerk to help you out. There is a claims process if the USPS truly looses track of your package….but that is so rare! Best to ask around first and it may pop up. Let us know if you reach a dead end, we may be able to help you get supplies at cost. Our Refund policy is here.
Tracking movement has stopped for over 5 days and it says it’s stuck in “SAN FRANCISCO or LOS ANGELES International….”
This is an international order that has left the US and is likely in your country. Read more below….
>>>>> INTERNATIONAL ORDERS (Outside of the U.S.) <<<<<
Internationally, we ship USPS FIRST CLASS INTERNATIONAL and this can transit take anytime between 1 -3 weeks from ordering. If your country has a solid infrastructure to move this package along, then it may be quite quick (like 1 week). Because of different custom regulations in each country, it is important to check your tracking number frequently as you will likely have to go pick it up at your local national post office as soon as it is in your country (or a couple days after it has left the US). They may not notify you that they have it. Although USPS tracking works in the US and through these international countries, MOST countries do not have USPS tracking all the way to your door, so you must go inquire about the tracking that your own country uses once it is in your country! Really, all localized post offices are different. It’s a sad fact. Sometimes you have to do a lot of leg work to get a package from across the world, and we’re sorry about that. Please understand that it is not us, but rather your local postal services that make it easy or difficult for you. <3 Thank you for ordering tho! <3
Unclaimed, Returned (common)
Also what is sad is that if you wait too long to get it, your post office will send it back to us and that is a bummer because postage is $12-25 for international orders (and that is considered cheap!). We will ask you to cover this cost if we have to send it again.
Customs Rejections (rare)
Another sad, but rare occurrence is when your customs opens it and rejects it. This happens more frequently in few countries (Germany, Sweden, Iraq, Japan) and we are always trying to find ways to appease customs (such as a little insert in your language that describes what this is and how its not so dangerous). Of course if this happens, we will send you a full refund, including shipping.
But really, where is my kit ?
International address validation is supported for CA, GB, AU, DE, FR, NO, ES, SE, IL, and IT. If you are outside of those countries, we will ship to the address you provide and if there is a problem with that address then the item will likely be returned to us.
Before contacting us about a missing package, pretty please bring your tracking # and shipping address to your post office and they will be able to help you locate it. Unfortunately, once a package is in your country, we are not able to locate it for you or contact anyone there on your behalf. The very best way to make sure you get your package is by asking your mail carrier and going down to your post office with tracking. You may be able to ask customs as well. Rest assured that they usually pop up within a month (often, returned because it is not picked up). Thank you for your patience with these little packages travelling it 10,000 miles away and changing many hands to reach your hands!
We send each package with love, hope and intention that it reaches your arms soon! 🙂
Major Update April 17, 2020 Domestic USPS services are experiencing delays.
USPS First Class Package Services will likely see their two to three-day delivery windows extended to three or four day.
The USPS will be suspending International service to the following countries, effective Friday April 24th, 2020:
Antigua & Barbuda
Turks & Caicos
The Postal Service is currently unable to accept items destined for affected countries at any Post Office® or postal facility location, effective April 3 until further notice.
Customers are asked to refrain from entering items addressed to any of the below countries into the USPS system. The below list of destinations are suspended as of April 10, 2020:
- Bosnia and Herzegovina
- Cayman Islands
- Cook Islands
- Costa Rica
- Democratic Republic of the Congo
- French Polynesia
- Guinea Bissau
- Netherlands Antilles
- New Guinea
- New Caledonia
- Papua New Guinea
- Republic of the Congo
- Saudi Arabia
- Solomon Islands
- South Africa
- Sri Lanka
Other notes of importance around these locations:
- These service disruptions affect Priority Mail Express International® (PMEI), Priority Mail International® (PMI), First-Class Mail International® (FCMI), First-Class Package International Service® (FCPIS®), International Priority Airmail® (IPA®), International Surface Air Lift® (ISAL®), and M-Bag® items.
- For already deposited items, other than GXG, Postal Service employees must endorse them “Mail Service Suspended — Return to Sender” and then place them in the mail stream for return.
- For any returned item bearing a customs form, the Postal Service will, upon request, refund postage and fees on mail returned due to the suspension of service.
- For all other returned items not bearing a customs declarations form, the Postal Service will, upon request, refund postage and fees on mail returned due to the suspension of service, or the sender may remail them with the existing postage once service has been restored. When remailing under this option, customers must cross out the markings “Mail Service Suspended — Return to Sender.”
USPS continues to have a temporary suspension of the guarantee on Priority Mail Express International destined for China and Hong Kong, which has been effective since Monday, Feb. 10, 2020, due to widespread airline cancellations and restrictions into this area.
March 28, 2020: USPS is making a change to its policy around deliverying mail to businesses that are closed. Current policy is to indicate the date the mail is first returned to be held at the delivery facility, and hold for 10 days. In order to accommodate businesses during this challenging time, USPS will now extend the hold period to 30 days before returning the items to the sender.
Once the business reopens, delivery should immediately resume unless other arrangements have been made. If the business fails to make alternative delivery arrangements or does not submit a request to hold or forward its mail after 30 days, the process of returning mail to the sender will resume.
Customers may see delays in mail and packages destined to China as well as from China, as well as to and from European countries subject to restricted passenger airline travel.
The following countries have suspended certain mail services:
- Romania: CN Poșta Română SA has advised that it is currently unable to send letter-post and parcel-post items to an increasing number of countries both within and outside the European Union. Therefore, it is no longer accepting letter-post and parcel-post items for international destinations to which transport capacities are unavailable.
- Kazakhstan: The country has declared a state of emergency until April 15, 2020 which may result in delays of inbound shipments.
- Denmark: Post Danmark (PostNord Denmark) has suspended signature on delivery. Delivery will be conducted via methods that limit human contact, with immediate effect.
- Grenada: Grenada Postal Corporation, has advised that the Government of Grenada has declared a limited state of emergency for 21 days effective March 25, 2020. Outbound and inbound mail delivery services and other services will be affected.
- Nepal: Nepal Post has advised that the Government of Nepal has extended the suspension of all incoming international flights to Nepal until April 15, 2020, and the country is in lockdown until April 7, 2020. These measures are adversely affecting the collection, transmission and delivery of mail items.
- Colombia: Servicios Postales Nacionales S.A. 4-72, has advised that, owing to the emergency resulting from the spread of the novel coronavirus (COVID-19), there will be significant delays in all of its international inbound and outbound letter-post, parcel-post and EMS services.
- Bolivia: Agencia Boliviana de Correos has advised that effective from March 22 to April 15, 2020, it is temporarily suspending all mail services.
The Postal Service will continue to accept and process mail destined for the aforementioned countries. This mail will be held within their network and will be delivered once mail service is restored.
USPS Tracking continues to work through these countries via E-USPS DELCON INTL
Serbia, Republic of
Slovak Republic (Slovakia)
United Kingdom of Great Britain and Northern Ireland