Shipping policy

Domestic Shipping Policy:

We use USPS for shipping within the United States. Shipping process (Involves everything from receiving a customer order to preparing it for last-mile delivery) may take one to three days. Once order is shipped delivery time is 2 to five business days. Delivery timelines are estimated, not guaranteed. Class rates are usually between $7 and $9 While priority rates are between $12 and $14. These estimates and rates may vary. Shipping will be calculated at checkout. We do not ship internationally

We are now offering free shipping on domestic orders over $50! The free shipping offer is calculated after any discount that may be applied.

If you entered an incorrect shipping address: Please notify us as soon as you notice the address is incorrect. This includes but is not limited to the House number or street name being on the wrong line of the address. If these aren't placed in the correct fields the address will likely be marked as undeliverable.

If we receive and respond to your notification before your item ships, we may be able to edit the address before the order is sent out. For our protection and yours we may cancel the order and ask you to place it again with the correct address.

A new love creations is not responsible for items that Could not be shipped to their destination because of an incorrect or undeliverable address. Is the responsibility of the customer to review their shipping address and information for accuracy before completing the purchase.

 

Refunds will not be issued on the basis of an incorrect address. If a package is shipped back to a new love creations due to an incorrect undeliverable address shipping charges will not be refunded. You will be given an option to pay a second shipping fee to have the order reshipped or to have the order refunded, minus the cost of shipping.

If your order qualified for free shipping, the cost of shipping will be deducted from your refund.

In the event that A new love creations is unable to create a shipping label for the address provided by the customer, we will attempt to contact you for an address correction via email. If no response is received within 48 hours the entire order will be canceled and you will be refunded in full.

If your package is marked as delivered, but you do not have it:

The first thing to do in this case is visit or call your local post office. It's likely that it was marked as delivered too early in the process, but it Just hasn't gotten to you yet. Local post office will be able to confirm if it was delivered and tell you exactly where it was delivered. They may also be able to hand you your package. If you confirm that your package was delivered to your home and it has been stolen the next step is to report the mail theft to your local police. We take responsibility for making sure your package is delivered, but we are not responsible for stolen packages. We provide tracking and timely email notifications when items are delivered. It is your responsibility to provide a safe location for the delivery of your packages and or retrieve them before they are potentially stolen. If you cannot be home to receive a package make another arrangement or use the USPS hold mail service.

 

If you receive your order and have damaged or missing items: Please view our Return and refund policy. 

If your tracking has stalled:

Please contact your local post office. It's possible that they have your package even though the tracking information hasn't been updated. 

Lost package refund policy:

If you fear that your package is lost because the tracking has stalled and you have not received your package within 20 days of the shipment date, you may contact us and request a refund. Please be aware that the shipment date is the day your postage is purchased not the day you place your order. When you contact us, we will likely ask you to please visit your local post office to see if they may have your package despite tracking not updating to reflect this. If you have visited your local post office and they do not have any additional information or are not able to give you your package, we will submit all of the necessary information to the shipping insurance company for reimbursement of a lost package. The process usually takes two to three weeks. Once we have received reimbursement we will issue you a full refund.

The cutoff date for contacting us about lost packages is 90 days from the date that your package is postmarked. Our correspondents regarding lost or damaged packages must conclude before 100 days from the date that your package is postmarked.

If this window has passed, you will lose the chance to receive a refund, unless the package is recovered and sent back to us. We will need information from you to submit an insurance claim. Please respond to our messages on the subject as we are working within a narrow deadline to file an insurance claim. We are not responsible to refund your order if you do not provide us the information within the 100-day window

If you're worried your package has been lost and it has not yet been 20 days, please be patient. COVID slowdowns, global supply chain issues, and the holidays make shipping very unpredictable. Shipping times are only estimated, and we cannot do anything on our end to make shipping go faster or make tracking update. All packages are insured so that we are able to offer a refund after 20 days (if lost).