Shipping and Delivery Policy

This policy explains where we ship, how long orders take to leave our building, what delivery costs, and what happens when something goes wrong on the way to you. It forms part of our Terms and Conditions.

1. Where we ship

We ship within the United States. Orders are packed and dispatched from our Denver location. If you need delivery to an address we do not normally serve, contact us before ordering and we will tell you honestly whether we can do it.

2. Order processing

Orders are processed on business days, Monday through Friday, excluding public holidays. Orders placed on a weekend or a holiday enter the queue on the next business day.

Most orders are picked, packed, and handed to a carrier within one to two business days of payment being confirmed. Larger orders and bulk orders may take longer, and where that is the case we tell you before the order is accepted.

3. Dispatch confirmation

When your order leaves our location, we send a dispatch message to the email address on the order. It confirms what has shipped and, where the carrier provides one, includes a tracking reference.

4. Delivery estimates

Delivery time depends on the carrier and the destination. As a general guide, once an order has been dispatched, standard delivery within the continental United States usually takes three to seven business days. Deliveries to Alaska, Hawaii, and other non-contiguous destinations take longer.

These are estimates, not guarantees. A carrier can be delayed by weather, volume, or events outside anyone control, and we cannot promise a date that is not ours to promise.

5. Shipping costs

Shipping is calculated at checkout based on the weight and size of the order and the destination. The full shipping charge is displayed before you confirm and pay, and there are no charges added afterwards.

6. Taxes

Sales tax is applied where required by law and is shown at checkout before you pay.

7. Tracking your order

Where the carrier provides tracking, the reference is included in your dispatch message. Tracking information can take up to twenty-four hours to become active after dispatch. If tracking has not updated for several days, contact us and we will open an enquiry with the carrier.

8. Delivery addresses

We deliver to the address given on the order. Please check it carefully, including apartment or unit numbers. We cannot change an address once an order has been handed to a carrier.

If a parcel is returned to us because the address was wrong or incomplete, we will contact you. You may either pay the cost of a second shipment or cancel the order and receive a refund for the goods, less the original shipping cost.

9. Failed and undeliverable deliveries

Carriers usually leave a card or attempt redelivery if nobody is available. If a parcel is unclaimed and returned to us, we will contact you and offer the same choice as for an incorrect address.

10. Parcels marked as delivered but not received

If tracking shows a delivery you did not receive, check with other people at the address and look in the places carriers commonly leave parcels. If it still cannot be found, contact us within seven days of the delivery date. We will open a claim with the carrier and work with you until the matter is resolved.

11. Damaged parcels

Inspect your delivery when it arrives. If the outer packaging is visibly damaged, photograph it before opening if you can. If an item has been damaged in transit, contact us within seven days of delivery with photographs of the item and the packaging, and we will send a replacement or issue a refund. You do not have to pay to return an item that arrived damaged.

12. Missing or incorrect items

If an item is missing from your order or you have received something you did not order, contact us and we will correct it. We will cover the cost of any return needed to put the mistake right.

13. Split shipments

Occasionally an order is shipped in more than one parcel, for example when items are stored in different areas of our facility. Where this happens, each parcel has its own tracking reference and you are not charged extra for the split.

14. Bulk and wholesale delivery

Bulk orders may ship on a freight service rather than a parcel carrier, may require someone to be present to receive them, and may need a delivery appointment. We confirm the arrangements, the lead time, and the cost in writing before the order is accepted.

15. Events outside our control

Severe weather, carrier disruption, and similar events can delay deliveries. Where a delay is substantial and outside our control, we will keep you informed, and you may cancel the affected order and receive a full refund if it has not yet been dispatched.

16. Changes to this policy

We may update this policy when our carriers, lead times, or costs change. The version published when you place an order is the version that applies to that order.