Shipping Policy
Order Processing and Shipping Information
Before you start your journey with Ashborne, please make sure your shipping information is accurate when you check out. It's essential to know that once we begin processing an order, it's hard to make changes.
On weekdays, we work through orders in the order they come in, typically shipping orders within 1-7 days of them being placed. If you place an order over the weekend, we begin processing it on the following business days. During holidays and when we have special promotions, things can get a bit busier, so please understand if there are slight delays in processing. If there's an issue with your payment processing, it might slow things down a bit too.
If your order hasn't seen any updates for a week, please reach out to us, and we'll promptly look into it.
International Shipping
Sending our products around the world has its challenges. The cost and delivery time for international orders are calculated based on the weight of your items when you check out. Just keep in mind that international orders might be subject to customs and duties charges, and we aren’t responsible for those. Candles can be pretty heavy, so that's why shipping can get pricey. But don't worry, we're always working to offer fair rates and the best experience possible.
In the unfortunate event that a product is lost/stolen internationally, we are only able to send replacements if shipping is paid again.
Our Trusted Shipping Partners
Within the United States, we rely on UPS and USPS to deliver your orders, and they usually take 1-5 business days to get your items to you. For international orders, we ship using USPS, and upon crossing the border, your local service provider takes care of the delivery.
Keeping You in the Loop
Once your order is on its way, we'll send you tracking info by email. This way, you can keep an eye on where your order is and when it's expected to arrive.
Fixing Shipping Mistakes
If you realize you made a mistake with your shipping address, reach out to us as soon as possible before we send you an email saying your order is on its way. If you've already received that email, we can't make changes. You can contact us at hearye@ashborne.co or through our Contact Us form. Just be sure to include your full name, order number, and the correct shipping address so we can make the fix before shipping.
Returns to Sender
Packages that are sent back to us because of an incomplete or incorrect address will get a refund. We don't manually change addresses, so the one you give us during checkout is the one that goes on the shipping label. If you do need to change your address, we'll do our best to update it quickly, but we can't guarantee it won't already be in the works. So always double-check your order info before you finish up!
Dealing with Shipping Issues
If there's an issue with your shipment, like it's stuck somewhere, please contact the shipping carrier directly. They might need specific instructions on where to deliver your package.
Missing Packages
If you got an email saying your package was delivered, but you haven't received it, reach out to your local UPS or USPS Post Office. Sometimes, the email comes before the actual delivery, so give it a few extra business days.
Parcel Lockers and Held Packages
If you see that your package was delivered to a parcel locker or is being held for pickup, it means USPS is keeping it safe at your local post office. Get in touch with your local USPS office with your tracking number and let us know what they say.
Getting Held Packages
For packages being held for pickup at your local USPS Post Office, use the tracking link we sent to pick it up.
Lost or Stolen Packages
If your package seems to have disappeared or been stolen, start a claim directly with UPS or USPS using your tracking link (https://www.usps.com/help/claims.htm). We're here to help, but we'll wait for the claim to finish before doing a refund or sending a replacement.
Damaged Items
While we do our best to pack things securely, sometimes items arrive damaged. Before you safely get rid of them, take a photo. You can tell us about the damage within 30 days on our Contact Us page. Make sure to include your full name, order number, and photos of the damaged items.
More Questions?
If you have any other questions or need help with anything, don't hesitate to reach out. We're here to make sure your Ashborne experience is as delightful as our candles.
