1. PROCESSING TIME
All orders are processed within 3 to 5 days from the date it was ordered by the carrier chosen based on your location and with the fastest service available.
Items will only be processed Monday – Friday and will not be processed on weekends or holidays. Shipping estimates do not include processing times, weekends, or holidays.
The usual delivery time is 10 to 15 business days except for countries outside Europe, the USA, Canada, and the UK where the delivery time frame is 16-25 business days, but you may receive your items much sooner. All orders are shipped with a tracking number, so you can follow them every step of the way. Packages may experience delays beyond our control, such as delays due to customs or postal delays.
3. OPERATIONS DURING COVID 19
Our couriers are operating at their regular speeds. We are seeing delays during customs processing at certain ports of entry. We ask for your patience at this time as we are all working very hard to ensure that your order makes it to you. WilburSootMerch will not be held responsible for any delay.
4. COMPLETENESS AND ACCURACY OF INFORMATION
It is the responsibility of the buyer to ensure that the address and other shipping information are entered correctly. We are unable to change any information once your order has been placed. WilburSootMerch will not be held responsible for packages that are sent to the wrong address that the buyer has entered.
5. IF A PACKAGE IS RETURNED AS NON-DELIVERABLE
If a package is returned as non-deliverable, a processing and handling fee of $15.00 will be deducted from the net amount of your refund.
6. IF YOU REFUSE TO ACCEPT THE PACKAGE
If you refuse the package from WilburSootMerch, processing and handling fee of $15.00 will be deducted from the net amount of your refund.
7. IF TRACKING INFORMATION STATES THAT THE PACKAGE WAS DELIVERED AND YOU HAVE NOT RECEIVED IT
If the tracking information for your package states that it is delivered and you have not received it, please contact the courier stated in your shipment confirmation. WilburSootMerch does not issue refunds for packages that are marked as delivered. WilburSootMerch is not responsible for packages that have been lost or stolen in transit.
8. INDEFINITE CUSTOM TAXES AND DUTIES
We cannot guarantee that you will or will not be charged any customs taxes or duties. You are responsible for all applicable customs, duties, taxes, and fees charged by your government.
We currently have warehouses located in North America and Asia. Orders are shipped from the warehouse that has product availability.
Delivery times are estimates and do not include unanticipated courier delays. Please add 1 – 3 business days to our shipping estimates for rural addresses.
11. CONTACT SUPPORT
If you have any questions regarding the status of your order please contact us at [email protected]
Our customer support team is always here to help!
12. CUSTOMER INFORMATION
If we ask for your phone number or your ID number before shipping your order, this is because as part of your country, shipping requirements we need this information otherwise you are fully responsible if the parcel is not delivered on time or delivered at all.