What are your shipping options and costs?
We offer a flat rate shipping and a free shipping option.
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- Flat rate shipping in every country we sell.
- The flat rate is calculated by where. you live and amount you purchase.
- Free shipping in the USA and Canada once a threshold has been met.
What do you consider Domestic and International shipping?
All USA based orders fall under our domestic shipping parameters. Don’t worry, though – we happily ship to many regions far and wide across the globe using our International shipping parameters!
Do you ship internationally, and what are the associated costs?
Yes, we ship internationally! We’re happy that your search far and wide has brought you to us. If your country is in one of these regions, we will happily ship to you.
- We ship to the following regions:
- North America
- South America
- Europe
- Caribbean
The fees associate are calculated on a flat-rate + quantity basis. You will see your complete shipping charge during the check-out process.
Depending on your country you may see a customs/duty charge.
Do you offer free shipping, and if so, what are the conditions?
Yes, we offer free shipping in the USA and Canada for orders over $125USD
When you ship internationally are the customs duties included?
Unfortunately, we do not cover customs duties as it is outside of our processing capabilities at this point.
Can I track my order once it has been shipped?
Yes, most definitely. We know how excited you are to receive our products. Once your order has shipped, a tracking # will be sent to your email address you included during the check-out process.
How long does it take to process my order?
Once your order is received it usually processes in 24-48hrs, but it can take up to 96hrs to process to prepare for shipping during high peak shipping times.
Can I make a change to my order?
We are not able to accommodate changes to orders (adding or removing items). Our team moves too fast to catch these in time. Please make sure to confirm your cart before submitting your order.
Can you combine separate orders into a single shipment?
We cannot accommodate this request because our fulfillment is too fast to catch these in time.
My package was marked delivered but I can't find it.
First, check the address on the order and confirm that you entered the correct address. Once your item ships, it is in the hands of the shipping service. We often find that carriers mark packages as delivered even if they haven’t delivered them. Those packages tend to arrive within a few days.
If it doesn’t arrive it may have been delivered to a neighbor, or unfortunately stolen. Please get in touch with the carrier or speak to your mail person.
You can also contact us and we’ll contact the carrier and we’ll share what information we’ve received from them.
We cannot issue replacements or returns for items marked as “delivered.”
My package is lost/missing in transit.
Contact the carrier as they’ll have the most up to date information on your package. You can always contact us and we’ll try to help by calling our friends at the carriers.
Domestic Orders – You will need to wait until you are 24 hrs passed the last scan date to submit a claim. Sometimes carriers scan packages and deliver them later on. This occurs during the key holiday seasons.
International Orders – You will need to wait 3 days after the last scan.
All claims must be made within 15 days of the packages last scan, so do not wait. We’ll call our friends at the carriers to track your package to help find its location. No guarantees we’ll find it, but we’ll work hard to find it.
We cannot issue replacements or returns for items marked as “delivered.”
My item arrived damaged from shipping.
We hope the carrier transports our products with care, because we agonized over their creation but we know that with a truck full of packages, those horrible potholes on the street, things do get bounced around.
If you do get a damaged product due to shipping, we ask that you take a picture of the damaged packaging, and the damaged product. Submit those pictures, along with the other information in our contact us hub and we’ll begin the process of getting you a replacement product.
Returns
What is your return policy?
Returns must be submitted within 45 days of purchase
We want you to be super excited and happy about every item you purchase from us, so if you don’t love your item, you’re welcome to send it back!
We do have some things to consider when returning an item!
– Returns must be submitted within 45 days of purchase.
– If possible try to package your return in its original packaging.
– The original shipping cost will be deducted from your return total as the shipping charge is not refundable.
– All products must be unused and in original condition. If an item is returned and appears to be used, soiled and or damaged, your return will be canceled and the item returned to you.
– Used items cannot be returned due to sanitary issues.
– Sale items and items purchased with a promotional code are returnable at the promotional price only. (unless marked FINAL SALE).
– Any item marked FINAL SALE is a final sale and not eligible for a return or exchange.
– We reserve the right to deny a return if we suspect fraud, tampering, product use, malicious intent or anything we deem inappropriate.
How do I return an item?
Domestic Returns (USA) : Go to our contact us hub and choose returns from the drop down. Include your order #, name and item. We will then provide you with a prepaid return label to use for your product return. Attach the label to your package and provide to the carrier.
Once received, we’ll confirm the receipt of the package, give it a once over and process the return upon confirming the product isn’t damaged or used.
Note: The original shipping charge is non-refundable and is removed from the refund total.
International Returns: Unfortunately, we don’t manage international returns. We do not provide prepaid return labels for international returns at this time. You will need to ship your order back to us with a trackable label that you are financially responsible for. If you choose to return your item, go to our contact us hub and choose returns from the drop down. Include your order #, name and item being return, we will then provide you with the return address.
Note: shipping is non-refundable and is removed from the refund total.
Is my return eligible for a refund?
We hate that you want to return your item but these things occur!
We offer full refunds on all regular-priced items.
Returns must be submitted within 45 days of purchase.
Sale items and items purchased with a promotional code are returnable at the promotional price only. (unless marked FINAL SALE).
Any item marked FINAL SALE is a final sale and not eligible for a return or exchange.
The original shipping costs will be deducted from your returns total.
*All products must be unused and in original condition. If an item is returned and appears to be used, and or damaged your return will be canceled and the item returned to you.
Used items cannot be returned due to sanitary issues.
My return was delivered to the warehouse, how long does it take to be processed?
Once a return arrives on-site, it will take about a week for us to confirm that the item was returned undamaged and in good condition. Please allow up to 4-7 business days after we receive your returned items, for a refund to be processed to your original payment method.
All other questions
I want to cancel my order?
We are not able to accommodate this request because our fulfillment is too fast to catch these in time. But you can always email and request it, sometimes we can work miracles.
I received the wrong order?
We strive for perfection, but we do make mistakes at times.
You can go to our contact us hub for your wrong item return. On the contact us hub select “Sent wrong item” from the drop down. This will allow you to have the corrected item sent out as soon as possible.
If you are having any issues with using our contact us hub, you can email us at customerservice@stevensandolivier.com, and we will help remedy the situation for you.
I received a flawed/defective item.
Wow, that’s embarrassing for us! Someone is getting their hand slapped for that!
If you received an item with an apparent construction/manufacturing flaw, please send a clear photo of the defect to us at the contact us hub and we’ll let you know what options we can offer to help resolve this.
What are the care instructions for my product?
Each product has specific care instructions and has a care label attached. Please refer to it and if you have additional questions email us through the contact us hub and we’ll get back to you so you can get back to enjoying your product.
I saw something on your site, now it's gone and want to know if it'll be restocked.
Maybe! Maybe not! At times items are limited edition other times items are core and will be restocked. Other times that product will come back but in different colors. You are welcome to send us an email at customerservice@stevensandolivier.com and ask, but you may need to live with the realization that it’s not coming back.
If you want to be alerted to new or restocking of items, you can sign up for our newsletter where we indicate when new products are coming back.
You never know what can happen.
Do you offer wholesale?
At this point no! Our site is the only place where you can find our products.
My question isn't on here.
That is shocking, we thought we covered them all! Please email us through the contact us hub or at customerservice@stevensandolivier.com.
Are there items that can't be returned?
Yes, there are definitely items that can’t be returned.
The following cannot be returned:
- Used items
- Final sale
- Damaged items
How to unsubscribe from the newsletter or emails?
Sorry to see that you don’t want to hear from us anymore! If you truly want to unsubscribe email us at the contact us hub or email us at customerservice@stevensandolivier.com.
Your topic isn't covered and you need to contact us.
We thought we had it all covered, but obviously not. Please email us at customerservice@stevensandolivier.com and we’ll get back to you.
