BERT'S CLAY CREATIONS DOMESTIC & CANADA SHIPPING POLICIES
SHIPPING: All domestic packages are shipped via USPS, UPS or FedX which includes tracking information. Cost for domestic shipping varies from $6.75 - $25.75 depending on region. We are so sorry, but we no longer offer international shipping.
DAMAGES DURING SHIPPING: We take great care in packaging very well and leave the studio in perfect condition. However, once they are shipped and damage occurs beyond our control here are 3 options:
- OPTION 1: Mail back for repair. We must be notified within 3 days of delivery and item shipped back within 7 days. We will repair it promptly and return asap. We will send you a pre-paid label at no cost to you.
- OPTION 2: Take a picture of the ornament and the box and email back to email@example.com so we can access the damage and determine whether it can be repair by you with superglue which we highly recommend. There are repair instructions on the back of the ornament card.
- OPTION 3: If the item had the CUSTOM hair/facial hair option chosen, and it arrives damaged, we MUST be notified with 3 days of delivery and item shipped back with a pre-paid label we will send you and we will repair as good as new - no refunds.
UNUSUAL BREAKAGE: If for some reason your item has been mishandled or dropped, please contact us. As stated, we do not offer refunds. We will assess the situation. It is unfortunate that this has been taken advantage of and we receive emails 2 or 3 months after stating it was damaged. You are give a grace period as stated above.
TRACKED AND DELIVERED: Bert’s Clay Creations is not liable for any products lost during shipping. If you received your order damaged, please contact us or our support team directly to address the issue (or see above). Please save all packaging material and damaged goods before filing a claim.
If your order has been marked DELIVERED to it's final destination by the USPS, UPS or FedX system, it is out of our hands. Because items are handmade, we cannot offer a free replacement in this case, but can offer a new one to you at a discounted rate. We appreciate your understanding if this unfortunate situation arises. Here are some steps below.SHIPPED, TRACKED & DELIVERED – IMPORTANT STEPS TO TAKE:
If your package is marked DELIVERED and you don't physically, have it, there a few things that I recommend doing. Once it has been marked to the address provided by you on the invoice, my shop is not responsible for replacing. This is what I recommend:
- Contact your local post office and obtain time and place the package was delivered to. In most cases you can even obtain GPS location of where your package was delivered.
- Ask all family members in the home (if applicable) or neighbors if they have seen a package delivered. It may have been delivered to a neighbor, so it doesn’t hurt to ask.
- If it can’t be found you can then fill out a missing mail report on USPS.com, you should only need your name, tracking # and home address.
- If you still do not know the whereabouts of your package, please contact your local police department, and file a missing mail report. Federal mail theft is a serious crime that shouldn’t be taken lightly. If and when you send me the report # and I once verify it, I will issue you a refund or resend your order.
Again I am very sorry about your package missing and I hope it shows up with these steps taken.
SHIPMENT PROCESSING TIME: *This is for shipping in the United States Only. All orders are processed within 2 – 14 days depending on order details. During high season (October through December) shipping may be delayed due to volume.
SHIPPING RATES & DELIVERY ESTIMATES IN THE US:
SHIPPING TO CANADA:
USPS - First Class up to 16 oz. - $19.50 (not insured)
USPS - Priority Mail 16 oz. to 2 lbs. (insured up to $200) - $38.00
USPS - Priority Mail over 2 lbs. we will contact you and create a custom shipping label
SHIPMENT TO P.O. BOXES & APO/FPOADDRESSES: We do ship to P.O. Boxes if applicable and APO/FPO addresses with USPS
SHIPMENT CONFIRMATION & TRACKING: When order is shipped, you will receive a shipment confirmation and tracking number via email.