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Shipping Policy


Shipping Policy


Please note that we require 4 to 10  working days on average to design, hand-craft and/or package each of your products before your order is dispatched. Custom products and Free products may take longer (see section 4 below). This is an average and could take up to 30 days if supplier issues arise or the item is on backorder (see section 3 below).  Rest-assured we are doing everything in our power to get your order to you as soon as possible!  Once your order is dispatched, depending on your country or region, estimated delivery time is between 10 to 15 business days. Please consider any holidays, extreme weather  or unexpected carrier delays that might impact delivery times. During these times delivery may be delayed up to an additional 30 days. If your delivery has been delayed longer than this please contact us at support@seternal.com

Origin Of Shipment:

At Seternal, we celebrate the act of discovery. We love to work with small vendors to share their unique products and materials, some of which are shipped directly from our vendors in remote locations all over the world. Orders are shipped from one of our 4 warehouses either in New York, Oregon, California, or China,. These worldwide relationships are the sole reason we are able to offer such unique and high quality products. However, the origin of your particular order combined with the nature of the shipping business, delays are sometimes inevitable. All our shipping times are therefore guidelines only, and although we do have a 99.8% success rating in 2018, specific delivery dates are not guaranteed. 

For pre-ordered or back-ordered items:

If your order contains a pre-order or an item has been back-ordered, we will ship any items we have available immediately and ship the items that are pre-ordered or back-ordered immediately when we have them available.  Therefore, if you ordered more than one item on a single order and receive only a part of your order don't worry, you will receive your other items shortly after. If your item(s) will ship 30 days or later from the date you purchased we will notify you with the expected shipment date. At this time you may request a refund if you would not like to wait.

Custom orders  and/or Free product promotions (Just pay S&H)

Custom orders are often outsourced to a specialized vendor who might hand-craft your order or put it through multiple processes (e.g. custom designed hoodies, artist designed limited production or personalized products). With these products the vendor or artists production time may increase based off of volume. Please allow an additional 14 days for custom made products. With regards to Free promotional products we may get 10 orders a day or 100. Since we cannot forecast these situations we cannot always order ahead to replenish our inventory in a timely manner. If you ordered a Free promotional product and only paid shipping cost your order may be delayed up to 30 days depending on the popularity of the promotion. If it will be longer than 30 days we will contact you and let you know of the expected delivery date and offer you a refund. Usually the products are amazing and most people will wait it out. It may cost us financially now but  we don't mind if we can build relationships with new customers.

Tracking your order:

In order to track the status of your order you will need your order number and the email address that was provided at the time of the order. You will receive a confirmation email and/or text message, if you provided a mobile phone number, containing the details of your order. The confirmation email will have your order number and a link to our tracking page.  To track your order you can also visit our Tracking Page directly.  If you are unsure of your order number and cannot locate your confirmation email please contact us at support@seternal.com and we will do our best to assist you. Please be advised that the carrier may not immediately update the tracking information online. 

Wrong address disclaimer:

It is the responsibility of the buyer to make sure that the shipping address entered is correct.  We do our best to speed up processing and shipping time, so there is always a small window to update an incorrect shipping address.  Please contact us immediately at support@seternal.com if you believe you have provided an incorrect shipping address. All shipping cost are deducted from any refunds due to the address being entered incorrectly during checkout. 

 

Returns:

By placing an order with Seternal, you are responsible for the cost of return shipping if you received free shipping. We provide free return shipping for all other orders with shipping charges Please refer to our Return Policy for further information on how to make a return.

 

Lost/Stolen Packages

Seternal is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it please report it to the shipping carrier using the information provided to you on our Tracking Page.  If you have any further questions on how to do this please reach out to our customer support team at support@seternal.com

 

Carrier Related Delays

We are also not responsible for carrier related delays (e.g. weather). Once the package leaves our hands it is completely out of our control!