Refunds, Returns and Shipping
Refunds
Unfortunately we can’t offer refunds or exchanges since items are hand-made/crafted.
All orders are considered "FINAL".
We do our best to ensure items arrive safely. We also understand postal carriers can be rough on boxes.
We provide package protection insurance through USPS for all domestic shipments. Because damaged items are required to be inspected by USPS for the claim process, customers (recipients) will now be able to submit a claim for damaged or lost packages directly with USPS.
During the claim process, should the requested items not be provided for inspection by USPS, there is a higher probability the claim will be denied.
FOR DAMAGED ITEMS OR LOST PACKAGES
Shipping Insurance and Claims
Package protection insurance is purchased on all domestic shipments using USPS Shipping Insurance. Packages ship via USPS using USPS Priority Mail or Ground Advantage which automatically covers packages that are damaged or lost up to a value of $100. Insurance fees are based on the item’s declared value, which cannot exceed the price of the item. USPS offers resolutions on shipping issues, so if you are within the US and have an issue with a package that is lost, arrived damaged or was missing contents you (the customer/recipient) may file a claim with USPS directly.
Filing a USPS claim
Domestic customers (recipients) may file a claim with USPS for insured mail that is lost, arrived damaged or was missing contents. The person filing must have the original mailing receipt which can be obtained by emailing support@sugarmuses.com to request a copy. Each claim must be filed within a certain time period and include proof of insurance, value and damage. Learn more about filing USPS claims and to view the deadlines in which claims can be filed.
If an item arrives broken, damaged, or package is lost, please contact us immediately to obtain the mailing receipt to use along with your claim. Domestic customers (recipients) are able to file a claim directly with USPS as they can assist you if your order was lost, damaged, or was missing items.
Please keep all damaged items, packaging, and shipping label to provide USPS for your claim. If you are unable to file a claim online you may take all the items in your order (packaging, shipping label, mail receipt, and all contents) to your local post office and file a claim. Items are required to be inspected by USPS for the claim process. Should they not be provided there is a higher probability the claim will be denied.
Returns
Unfortunately we can’t offer returns, refunds, or exchanges since items are hand-made/crafted. All orders are considered "FINAL".
For International packages that have been RTS (Returned to Sender), please refer to International Purchases for more information.
Shipping
All regular store item orders normally ship within 9-14 business days from the time order purchased; unless noted differently in the product listing or checkout. Please note larger orders may take a bit longer to fulfill due to items being handmade/crafted. Orders are processed in the order received (depending on order volume). Priority or Express shipping does not affect fulfillment process and applies only for the transit period.
All subscription orders are for the following month's box shipping the following month. Please note larger orders may take a bit longer due to items being handmade/crafted. Orders ship via USPS and estimated shipping costs are calculated/provided during checkout. Shipping overages are refunded at time of fulfillment. When shipped an email notification is sent to the email address on file which contains a tracking number with an estimated delivery time as provided by USPS. SugarMuses is not responsible for any lost or damaged orders.
Lost Shipments (for packages shown as delivered):
• verify the shipping address
• look for a notice of attempted delivery
• look around the delivery location for the package
• see if someone else accepted the delivery
• check the USPS website for any "Alerts" or messages of delivery status (https://tools.usps.com/)
• contact your local USPS or postal carrier to check on delivery status
• wait 24-48 hours as some packages can show delivered while still in transit
• for USPS shipments leave a timely note of inquiry for the carrier at the mail box
It is the buyer's responsibility to file a claim with the appropriate carrier for all missing parcels shown as delivered. We highly recommend that orders are shipped to a single unit residential or business addresses.
International shipments are not insured. If you wish to pay for shipping protection for your order, please let us know so arrangements can be made.
Questions? Please contact us.