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Ordering & Shipping

SHIPPING TIME

We provide free U.S. shipping and returns via the United States Postal Service and FedEx Ground. Orders can usually ship within approximately 2 to 3 business days, not including the weekend, holidays, sales, or during Covid-19. This standard processing time allows the warehouse time to pick, pack, and ship your order correctly. For free shipping, the arrival time within the U.S. is an estimated 5 – 7 business days. If you have any special requests like signature confirmation or insurance, feel free to reach out with your order number and we’ll try our best. International shipping time is generally 2 additional weeks but can take longer depending on each country’s mail system. International orders ship via the USPS (which transfers mail to your country’s government mail) or FedEx. Tracking information is a guide only, and may need time to update. For international customers, once a package leaves the U.S., we are only able to track a package using the same tracking number you will be issued. Please check with your country’s guidelines about tracking and shipping times, etc. We ask our customers to please be patient and give your order sufficient time to arrive. We will always try our best.

STH
2020 N. California Ave.
Suite #7, Box #304
Chicago, Illinois 60647
U.S.A.

(Not open to the public. Do not ship returns here.)

EXPEDITED SHIPPING – USPS PRIORITY & FEDEX OVERNIGHT

Non-refundable, domestic expedited shipping options are available via USPS Priority or FedEx Overnight. Expedited times are an estimate and not guaranteed, according to the USPS and FedEx. If there are delays, please consult directly with the carrier, and we can not be held responsible for delays. Expedited shipping and estimated times of arrival start after our warehouse processes and ships your order. Orders can usually ship within approximately 2 to 3 business days, not including the weekend, during holiday times, sales, or during Covid-19. This standard processing time allows the warehouse time to pick, pack, and ship your order correctly. Feel free to email us with your order number for faster processing time and we will try to accommodate your request.

INTERNATIONAL SHIPPING & TAXES

We ship to over 50 countries. Shipping times are stated above. You can start the checkout process and view the shipping fees before you complete checkout. You will receive tracking when your order ships. Please note, the shipping fee is the cost of the postage and not possible duties or taxes. Please research your country’s importing requirements in advance. For example, the United Kingdom has recently imposed additional importing duties that an importer is responsible for. It is possible you may have to pay customs taxes when importing. We unfortunately can not provide assistance with this, because we do not know what the importing fees or laws are in other countries. We can not reimburse for fees paid upon receipt of your order. This is the nature of e-commerce. For special requirements, let us know in advance of shipping by replying to your order confirmation email and we will try our best to meet your specific requirements.

REVISING A RECENTLY PLACED ORDER

We are not able to manually revise an order being fulfilled. This is because our Chicago, Illinois headquarters received the order, and then automatically passes the order to our Iowa warehouse for pulling, packing, and shipping. The good news is, we can try our best to stop your order from completing and issue a refund. If you have changes to your order, we instead recommend placing a new order with your changes when you are ready. Make sure to let us know your original order number ASAP so we can try our best to cancel and refund your order before it ships. This process may take a full business day while we reach out to the warehouse with your request, and we’ll email you a refund confirmation when completed. If your original order does end up shipping, you are welcome to return it following our returns policy with our free U.S. shipping and returns. Let us know if you would like us to move forward with an order cancellation.

ORDERING SALE ITEMS DISCONTINUED

Sale items being discontinued are not refundable. Each sale item product page has the following notice in red at the top of the page: SALE ITEMS ARE NON-REFUNDABLE AND RETURNS ARE ACCEPTED FOR EXCHANGE OR STORE CREDIT ONLY. If ordering a sale item, please be aware your order is non-refundable. If returning a sale item, we’ll email you a store credit gift card to use at your convenience. No exceptions.

IF YOUR ORDER IS LATE

We ask that you please be patient. Orders will be sent with tracking and as quickly and securely as possible. Feel free to email us only if it has been over 2 weeks since you ordered within the U.S., or if it has been over 4 weeks if you are outside the U.S. Please note, we have access to the same tracking number you have, and this is the most up to date status we can view. We want you to have your order just as much as you do.

ORDERS DELIVERED BUT NOT RECEIVED

Having a safe delivery location is the customer’s responsibility. Our goal is for your order to arrive at the shipping address you specify on your order. You can follow the tracking updates to know when a package will arrive at your location. After the tracking shows a successful delivery, then we consider an order completed. However, if a package is missing from your location, we are happy to assist with ideas to help you locate your package. If the USPS or FedEx miss-delivered your package to another location, then after verification of the miss-delivery, we can provide a replacement. However, if the missing package is due to an issue at the shipping address (example: theft), we are not able to replace or refund your order. We strongly suggest to use a safe shipping address when placing your order, and keep an eye on the tracking for delivery.

MEXICO SHIPPING

We strongly suggest our southern neighbors upgrade to Fedex shipping at checkout. If you select USPS, then the USPS will transfer your package to the Correos de México. Unfortunately, we will not have any additional info related to your order after it ships besides the tracking number we email you. We can not be held responsible for issues with the Correos de México. Fedex shipments inside of Mexico are more reliable than the Correos de México.

CREDIT CARD OR CHECKOUT ISSUES

Our website is declining your credit card for security concerns. This happens when the incorrect credit card number or billing address is attempted. “Pending” payment attempts will disappear shortly.

1. Have you double checked the credit card number, expiration date, and security code is a match?

2. Have you double checked the billing address matches the address on file with your bank? Did you use an apartment number? Did you move recently and need to update your address? For your security, billing addresses must match your exact address on file with your bank. That is word for word and number for number.

3. Would you like to select PayPal on the checkout page? Leave PayPal selected and do not select Credit Card. Doing so will push an order through with the correct billing address. You do not need a PayPal account to complete. Most checkout issues are resolved by selecting PayPal.

4. Amex can be used only with PayPal and you do not need a PayPal account to complete. Gift card credit cards can be used with PayPal only.

We apologize for the inconvenience, and your security is one of our most important goals.  If you are having additional difficulties at checkout, feel free to email us.

AFTERPAY PAYMENTS

If you checkout with Afterpay, please note your payment agreement is with Afterpay and not with us. We do not have additional information regarding your payment. If you are returning an order for refund, you will have to continue with your scheduled Afterpay payments until your return is processed and refunded according to our specified timeline and policy. We will refund your order, and Afterpay will refund your payment. If you are returning for exchange / store credit, you can also continue your scheduled payments to Afterpay.
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