Ordering & Shipping

HOLIDAY SALE UPDATE NOVEMBER 1, 2021: Our sale applies to full-priced orders placed during the sale dates. Previous orders cannot be discounted. The sale cannot be used in conjunction with previous promotions or coupons. We have extended our returns time for orders placed between November 1 and December 15, and these orders will have 60 days to return. Please know, all orders and returns will be processed as efficiently as possible. The USPS and FedEx may be experiencing seasonal delays, however, we’ll always try our best at STH to ship your order ASAP.

 

SHIPPING TIME – DOMESTIC AND INTERNATIONAL

We provide free U.S. shipping and returns via the United States Postal Service or FedEx Ground. Orders ship within approximately 2 to 3 full 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 U.S. shipping, the arrival time is an estimated 5 – 7 business days. If you have special requests like signature confirmation, insurance, or PO box addresses, 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 ship within approximately 1 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 European Union may charge a VAT tax and the United Kingdom and Canada 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 ship as quickly and securely as possible. One of our main concerns is for you to receive your order from us, and we will do our part to make this happen. Feel free to email us if a domestic order has not been delivered since 2 weeks after it has shipped, or an international order has not been delivered since 5 weeks after it has shipped. We will try our best to work with you to locate your package. Please note, there may be delays with USPS international or during covid-19, sales, and holidays.  We can not issue a refund while a package is still in transit.

ORDERS DELIVERED BUT NOT RECEIVED

Having a safe delivery location is the customer’s responsibility. 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. If a package is missing from your location, we are happy to assist to help locate your order. However, if the missing package is due to an issue at the shipping address (example: theft) or an incorrect address, we are not able to replace or refund your order. We strongly suggest to use a safe and correct 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.

AUSTRALIA SHIPPING

All Australian orders ship FedEx. This is the only shipping option offered due to changes from the USPS and Australia.

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 OR PAYPAL LATER

If you checkout with Afterpay or PayPal Later, please note your payment agreement is with them 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 payments until your return is processed and refunded according to our specified timeline and policy. We will refund your order, and Afterpay or PayPal Later will refund your payment. If you are returning for exchange / store credit, you can also continue your scheduled payments.
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