Shop Policies

Questions about orders, changes in addresses, or other general questions?

Email: LiveeintheLight@gmail.com --> IN ORDER FOR US TO ADDRESS YOUR EMAIL, it must include your order number and full name used at purchase.

Messages sent to DMs will not get seen or addressed. All order questions must be dealt with via email. We typically do not reply to emails/DMs on weekends or after 5 pm on weekdays. Emails sent during this time will be followed up with the next business day or within 3 business days. 

Shop policies are the same across all social media platform sales and our website. The buyer is responsible for reading our shop policies before purchasing.

 

SHIPPING

Please allow up to 10 days for processing.

Current turnaround time is up to 72 hours, most orders are being shipped next business day (updated March 2022).

EVERY ORDER has a processing time, no matter what shipping option is selected. There is no way to "skip the line" and have your order shipped the same-day/next day.

Once the item is shipped, it will take approximately 1-10 business days to get to you (if within the US, please allow up to six weeks for international).

USPS is the main shipping company that packages are delivered through. I also use UPS and DHL.

Shipping rates are calculated at checkout based on weight, location, and size of the parcel.

Signature confirmation is offered, if you would like to add to your order, please do so at shipping.

Tracking numbers are sent once your parcel has been dropped off at the post office to the email or phone number entered at checkout (or sent to you through the SHOP app).

Insurance is given with every order shipped through USPS priority mail and UPS Ground/3 day select AND via Route.

Worldwide shipping is offered on the website! Please note that prices are in USD.

Customs costs/fees will be paid by the buyer. Tracking numbers are provided for every international order.

PACKAGING

I do my absolute best to package all orders safely and securely. I use bubble mailers and boxes to ship packages out in. As a thank you for your support, stickers and extras with full-priced orders over $20 (before Shipping/Taxes) are included as freebies. Please note to try and reduce our environmental impact, I reuse paper and packing supplies sent to me in shipments, so boxes are often padded with recycled paper.

RETURNS, REFUNDS, CANCELLATIONS

Returns: I do not accept returns. Please keep in mind everything is packaged with care and is inspected before shipping out. Any damages in shipping are out of my control and the shipping company is responsible unless you insure your package with the one-click ROUTE option at checkout.


Refunds/Cancellations/Cancelled Items from Order: Cancellations can be made within 12 hours of purchase time and will receive a refund. Orders CANNOT be cancelled/refunded if the order has been fulfilled (order has a tracking number).There is a 10% restocking fee + processing fee ($0.30 + 3%) charge for order cancellations/cancelled products. Refunds for order cancellations take 5-7 business days to process back to the card used at checkout. 

DAMAGES

We are not responsible or liable for lost parcels or damages done to your package once I have dropped it off at the post office.

To protect yourself from this, please purchase ROUTE package insurance.

MISSING ITEM(s)/WRONG ITEM SENT

If you didn't receive an item you ordered, please email me and I can get it sent out ASAP to you. If you are missing an item, please try and contact me within 4 days (of the delivery date marked on the tracking number) in order for me to send your missing item. If you contact me after 7 days of receiving your parcel I can not be responsible if the item is unaccounted for and therefore won't send out that item.

NON-DELIVERY / MISSING ORDER

If your parcel says it's been delivered and you haven't received it (this mostly applies to USPS), please wait one to two days because 9.9 times out of 10, the tracking information is incorrect and will be delivered the following day(s).

Please triple-check to see if the right address was imputed at checkout. USPS/UPS are those who ship and deliver orders for my business. Please contact them (VIA missing mail request, email, customer service, etc) to see how they can help you locate your package. You can also ask neighbors to see if your order was delivered to them by mistake. 

We are not responsible for lost, stolen, or damaged parcels unless you purchase ROUTE package protection.

If you want your purchase to be insured to receive a refund or an order replacement, you must select one- click ROUTE package protection and purchase in your cart, before check out. 

We will NOT refund/replace for broken/lost packages unless Route protection is purchased.

If your order doesn't arrive or arrives damaged (if Route purchase protection was added), email us ASAP of your package being delivered so an claim can be filed.

Please contact the shipping company used if your package does not arrive. We are not responsible for lost packages, once they are dropped off at the post office it is out of our control. Tracking codes aren't always 100% accurate. If a package says its delivered, many times your package will show up the next day or two. Route package insurance is the only way to protect you from lost, stolen or damaged orders.

RETURNED PACKAGES

If your package is returned to sender, that means the wrong address was imputed at checkout. I ARE NOT RESPONSIBLE FOR LOST/DAMAGED/BROKEN RETURNED TO SENDER PACKAGES, unless the one-click Route package protection is purchased and added in your cart. Once the package is received, an email will be sent to the email used on the account. The buyer must pay shipping fees to reship the package. If shipping fees do not want to be paid for by the buyer, there is a 30% restocking fee for refunds for returned to sender orders (You will only get 70% of what was paid, shipping fees are NOT included in the refund, and do not get refunded).

CUSTOM FEES/DUTIES

ALL Custom and Duty fees are the responsibility of the buyer. Live in the Light does not pay customs fees or taxes on parcels.