Shipping & Returns Policy
U.S. and E.U. Domestic shipping
We offer free US and EU domestic shipping for the whole Mimosa hostilis root bark chips. Our stock is held in fulfillment centers that processes and ships out the US and EU orders for us. Orders are usually processed in 24h to 48h, but their processing time can go up to 7 business days in busy seasons.
We use either USPS or UPS to send the US orders, and Correos or FedEx for the EU orders.
International Shipping
We are not offering international shipping at this time. We are only shipping domestically within the USA and the EU.
Shipping Costs
Shipping is usually free on all orders, but we reserve the right to charge you for shipping or cancel your order in case the shipping costs to your location are higher than expected.
Dispatch Time
Orders are usually dispatched within 3 business days after payment.
During high volume or holiday seasons we may take a few extra days to ship out your order due to the added logistics of working with fulfillment partners for the domestic shipping.
We will let you know by email if any delay is to be expected for your order.
We operate on Monday - Friday during standard business hours, except on national holidays at which times we will be closed.
In these instances, we take steps to ensure shipment delays will be kept to a minimum.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
We first create a shipping label, then the fulfillment center prepares the package for the shipping carrier to pick it up. The tracking may show as "Shipping label created" for a day or two, until the carrier stops by to pick up the packages in the fulfillment center.
Returns
The Dye Depot will happily accept returns due to change of mind as long as a request to return is received by us within 14 days of receipt of item and are returned to us in original packaging, unused and in re-sellable condition.
Return shipping will be paid at the customers expense and they will be required to arrange their own shipping.
Once returns are received and accepted, refunds will be processed to your original method of payment. We will notify you once this has been completed through email.
The Dye Depot will refund the value of the goods returned, but will NOT refund the value of any shipping paid.
Change Of Delivery Address
If you need to change the address on your order, we'll do our best to make it happen, but it may be difficult.
When you get your tracking number it means the shipping label was already created, and you can't change the delivery address anymore, we'll have to cancel the order.
If the order has already been shipped out, we can't cancel it anymore as well. You will have to initiate a return.
It's important to email us as soon as possible in such situations.
Import Duties & Taxes
You won't have to pay any import fees or duties, since all our orders are shipped domestically within the USA and the EU.
Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched, and during our operating hours. If an order has already been dispatched, please refer to our return policy above.
Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
If a parcel is damaged or lost in-transit, please notify us as soon as possible so we can file a claim with the courier company.
We will process a refund or replacement as soon as the courier company has completed their investigation into the claim.
For all customer service inquiries, please email us at info@thedyedepot.com