Here you'll find the answers to the most common questions our customers have!
SHIPPING
HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?
We typically ship all orders within 2-4 business days. If you select Express shipping at checkout, we'll send your item via USPS Priority Mail once production is complete.
WHICH CARRIER DO YOU USE?
We ship all items with USPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.
HOW LONG DOES IT TAKE TO ARRIVE?
We ship all orders from our USA factory. Due to Covid-19, some international packages may be delayed due to routing or customs delays.- USA - Within 2-5 business days
- Canada - Within 4-10 business days
- Western Europe - Within 5-15 business days
- Australia/NZ - Within 5-15 business days
- Rest of the World - Within 5-20 business days
Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries.
I DIDN'T RECIEVE MY ORDER
Please email us: hello@shineon.com, quoting your order number from the confirmation email/SMS message. We'll help track down your order.
CAN I PAY EXTRA TO GET MY ITEM QUICKER?
All items take between 1 and 3 business days to make, as we make everything to order. You can select Express shipping to have your item shipped via USPS Priority Mail within the USA. This will shorten the time it takes to receive your item once made.
WHAT ABOUT CUSTOMS FEES/TAXES?
We do our best to help ensure your item arrives as smoothly and quickly as possible, including labelling the package with all relevant information for customs authorities.
Changes to EU customs regulations means you may be charged sales tax (VAT) upon delivery of your order. Refer to your country tax authority for guidance on what fees are due on items shipped from the USA.
If fees are charged by customs, they are payable by the recipient.
SHIPPING INSURANCE
Shipping insurance is offered at checkout. It's provided by ShineOn and covers you in case the item is lost, stolen, or damaged in transit. To make a claim, contact our support team.
Please note - shipping insurance is non-refundable once your order has shipped.
CANCELLATION & EXCHANGES
CAN I CANCEL OR CHANGE MY ORDER?
We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.
MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?
Please contact our support team for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
CAN I RETURN MY PURCHASE?
We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of returning it, please contact our support team for assistance, explaining your reasons for wanting to return it. We offer a 30 day returns policy from date of purchase.
Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked. Shipping and insurance is non-refundable.
MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING
This is a very rare occurrance. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look. This allows our sellers to create many different products with their artwork, without needing to make & photograph thousands of products a day.
It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.