Order Polices & Shipping Guidelines
Shipping Fees & Transit Times
Shipping times are 3 business days from order date. An email containing tracking information will be sent to you once your package(s) have been shipped. If you receive more than one tracking e-mail, this most likely means you have more than one box coming, so please save all tracking notices. Instructions are provided within these e-mails on how to track your box(es) as they move through the carrier’s system. Transit times can be estimated through our shipping calculator located in the shopping cart. If you have any questions regarding your order, please feel free to contact us at email@example.com
Order placed Monday - Ships Wednesday
Order placed Tuesday/Wednesday - Ships Friday
Order placed Thursday - Sunday - Ships Monday
If for some reason your order will be delayed past this shipping schedule, you will be informed immediately via email with details as to the cause of the delay and the estimated shipping date.
Order Cancellation, Additions & Changes
Because each item in your order is hand packed or made fresh just for you, orders cannot be cancelled once a shipping label has been created as at this point your order has entered our fulfillment system. To request a cancellation of a current ‘pending shipment’ order, please contact us at firstname.lastname@example.org
Damaged Freight / Lost Packages
Although every effort is made to ensure a safe delivery, sometimes an order is damaged during shipment. We want to know if something arrives to you in a damaged condition. To begin the process, we will require that you take pictures of the damaged product(s), and box material if relevant. These pictures can be emailed to email@example.com. Please include your order number in the email.
Lost packages at the hands of a carrier are unfortunate. We get that! If your package is showing as delivered but you don't have it, please check with your neighbors and at all entrances to your home (especially in the case of multi-unit dwellings). If your package is not found, please contact us within 48 hours of the delivery date to inform us of the lost package. We will then contact the carrier to open a claim. As the shipper, we are not responsible for parcels that we have correctly shipped. Ultimately, however, it is the carrier’s decision on if they wish to handle the claim. If they accept responsibility, we will work out the details on getting a new shipment to you. If they do not accept responsibility, this issue is between you and the carrier. The Lovely Rose Apothecary does not provide refunds, credits or resends on parcels that were correctly shipped from our facility without the carrier accepting responsibility – this includes stolen parcels.
Returns / Incorrect Items / Received Undeliverable Boxes
Because of the nature of the products we sell, we do not accept returns for any reason unless it was a packaging error on our part. If you received an incorrectly issued item, please contact us right away at firstname.lastname@example.org with as much detail as possible to facilitate our internal processes of correcting this issue for you. All incorrectly shipped items or items not received need to be brought to our attention within 15 days of placing/receiving your order. We will not honor credits or refunds if we are notified past 15 days.
If your box is returned back to us as undeliverable, we will contact you to collect the correct information. If it’s determined that you provided us with the wrong shipping address, the freight carrier will require new postage to be affixed to the re-shipped box. This expense will be the responsibility of the customer. The simplest way to avoid this issue is to read your order confirmation. If you accidentally provided us an incorrect shipping or billing address, contact us right away: email@example.com
If you decide you do not want the box re-shipped to you, the product total will be refunded back to your payment method less our 25% restocking fee to cover administrative expenses. No shipping fees will be reimbursed, as they have already been “used up” when the box was originally shipped.
We strive to keep our inventory “in stock” at all times. However, from time to time we do run into product shortages. If this happens to an item you ordered, we will notify you by email at the time your order is shipped and you will also receive a backorder slip inside your shipment.
Out of stock items that cannot be shipped within 2 weeks of your initial shipment leaving our facility will be immediately credited back to your payment method with any unused shipping fees.
Please note that all custom fees are the responsibility of the buyer and will be charged by the carrier upon final delivery. The Lovely Rose Apothecary does not handle nor charge these fees up front. If you refuse your shipment due to custom fees you will be charged a 25% restocking fee and the original shipping fee is not refundable.