We highly recommend purchasing the Route shipping insurance. It covers any missing or damaged deliveries and they are quick to get a new order placed for you!
If you choose Route Insurance for your shipping insurance you will file all claims directly with them for any missing deliveries or damaged items. Please keep a copy of your email confirmation direct from Route that includes your claim number and instructions for filing a claim.
ALL POSTAL SERVICE orders require a signature for delivery (this does not apply if you chose UPS or FEDEX). Free shipping $65+ orders are shipped via UPS.
For POSTAL SERVICE orders only... If no one is available for a signature a note will be left and an email will be sent stating the package is held at your local post office for pick up or you can reschedule delivery. Packages are held for two weeks before being returned to us. Using your tracking number you can contact your shipping carrier directly to arrange alternative delivery.
For International orders DHL, FedEx, or UPS are the best shipping carriers as USPS does not offer tracking for some countries once the order leaves the U.S. and they have extended delivery windows up to 90 days. All shipping carriers charge certain brokerage fees for bringing the package into the country . These fees or estimates there of are listed on the shipping carrier website. Customs fees and duties are charged based on the weight and retail price of the products even if a discount has been applied. Shipping carriers and customs set these fees, we do not have access to or control what will be charged upon entry into your country. Choosing an expedited service versus standard can help avoid some of these fees but not all. We encourage all international customers to check the shipping carrier website for these fees prior to ordering as all shipping charges, brokerage fees, customs fees, duties, and taxes are the responsibility of the consumer and are nonrefundable.
Any orders returned to us due to not being picked up are subject to a 20% restocking fee if we are not contacted about your order prior to receiving it. Please contact CustomerService@SheilaStotts.com immediately if you have any issues with the shipping carriers' delivery to avoid the restocking fee. Route Insurance and Shipping charges are nonrefundable.