We know you just can’t wait to get your order. Here are all of Maison Palo Santo shipping, payment, return policy information and options.
Shipping Information Options and Rates
Free Economy* shipping:
U.S. orders $49 and over
$7.00 Flat Rate Economy* Shipping:
U.S. orders up to $49.99
International Shipping is location based.
All shipping thresholds calculated before tax and after any applicable discounts.
How do you ship your packages? Currently, we ship USPS/UPS/FED EX/DHL INTERNATIONAL
Do you ship internationally? We ship to most countries all over the world. Feel free to email us at firstname.lastname@example.org if you have questions. Customers are responsible for customs, duties, import taxes, and other fees associated with bringing our product into their country.
Can I pay for expedited shipping? Yes you can. Please email email@example.com or call 347-451-0617 and we will quote you on your expedite shipping. Overnight shipping may be available if on a weekday!
Can I change my shipping address? You can do this before your order is shipped. Contact us at firstname.lastname@example.org or call 347-451-0617 and we will help you out!
Once your item has shipped you will receive an email confirmation with tracking information. Once your item has shipped, you can no longer change your shipping address.
What if my shipping tracking isn’t moving? Once we ship something, the USPS/FedEx/UPS/DHL is responsible for the transit of the shipment. It may take 1-2 business days for the shipping carriers’ tracking information to update with initial shipping information. Maison Palo Santo does not have any additional tracking information. Please contact email@example.com or call 347-451-0617 with any concerns. We will do our absolute best to help you 🙂
What if my tracking shows “Delivered” but I haven’t received it? Once we ship something, the shipping carrier is responsible for delivering the shipment safely and securely. Contact us at firstname.lastname@example.org or call 347-451-0617 and we will do our absolute best to help you out. Refunds are not granted for lost packages once the carrier has marked them delivered. You may file a claim with the carrier themself. Check our refund policy as well.
What if my item was “Returned to Sender?” If your order has been deemed undeliverable it will be returned back to us. If we can solve the problem, we will ship it back to you at no additional cost and you will receive another shipping email notification with tracking info. If we need more information we will reach out to you.
Shipping Charge Disclaimer
Shipping charges and terms are subject to change without notice.
Placing an Order
What if I make a mistake while ordering? If you believe you made a mistake after you’ve checked out, contact us at email@example.com or call 347-451-0617 to make any changes. You can also see our policy on Changing or Updating an Order.
If I forget to apply a coupon at checkout, can you apply it after? We’re sorry for the inconvenience, but we are unable to apply coupon codes after you’ve already completed your purchase.
Changing or Updating an Order
I ordered the wrong item, can I change it? Please email firstname.lastname@example.org as soon as you can after you make your order. We will do our absolute best to make any changes for you!
Can I add an item to my order? For security purposes, we don’t hold credit card information in our system. If you would like to purchase another item and have already completed your order, you will need to place another order. If you need help placing an order, feel free to contact us at email@example.com or call 347-451-0617.
When is my card charged? Your card is charged immediately after you make your purchase. For security reasons and the length of time it takes to produce each item, we cannot hold pending charges in our system and charge you when the item ships. See our Refund Policy to learn more about when we issue refunds.
What payment methods do you accept? We accept all major credit and debit cards, including Visa, MasterCard, American Express and Discover.
Can I send a check or money order to purchase something? At this point, we cannot accept any payments via the mail, including cash, check, or money order.
Is my payment secure? Yes, it is 100% secure. We work with one of the leading global payment providers—Stripe. Stripe is Level 1 PCI certified (the highest level attainable), and uses the most up-to-date SSL and encryption security techniques to ensure all payments flowing through their platform are protected.
Refunds and Exchanges
Can I return my order? We stand behind the quality of our products and take a lot of individual care with each package. Returns are on a case by case basis. If within 3 days of delivery, you are unsatisfied for any reason please reach out to us and we will find a solution for you! If we do accept a return, you are responsible for returning the item within a reasonable timeframe, and in un-opened, new condition.
Can I get a replacement item if my item arrives damaged? Please send us clear photos of the damage to your item, and a detailed description, within 24 hours of delivery to firstname.lastname@example.org or call 347-451-0617 and we will replace your item.
What happens if my item is damaged after using it? Maison Palo Santo is not responsible for any damage after your item is in your possession.
What if I received the wrong item? Please contact us at email@example.com or call 347-451-0617 and our team will work out the details in replacing your item.
Can I cancel my order? We reserve the right to offer discretionary cancellation of your order.
Please feel free to email firstname.lastname@example.org or call 347-451-0617 with any questions you may have.
We are always happy to hear from you!