Shipping policy

SHIPPING POLICY

 

This policy explains how we get your order to you, how long it takes, and what happens when something goes wrong. It applies to all orders placed at stonemarkwellness.com.

 

WHERE WE SHIP

 

We ship internationally. The countries we can deliver to, and the cost, are shown at checkout once you enter your address. If your country is not available at checkout, we cannot currently ship to you.

 

ORDER PROCESSING

 

Orders are processed on business days, Monday through Friday. An order placed on a weekend or public holiday begins processing the next business day.

 

You will receive an order confirmation email as soon as your order is placed. This confirms we have received the order; it does not mean the order has shipped.

 

DELIVERY ESTIMATES

 

Your order ships from our supplier's facility internationally. The estimated delivery window is shown on the product page and again at checkout before you pay. That estimate is the one we work to, and it is the only place we state it, so that it can never fall out of date on a policy page.

 

Delivery estimates are estimates, not guaranteed delivery dates. International shipping means customs clearance is part of the journey, and customs can add time that no carrier controls. Weather and peak periods can also extend delivery.

 

SHIPPING COSTS, DUTIES AND TAXES

 

Shipping costs are calculated at checkout based on your delivery address and shown to you in full before you pay.

 

For international orders, any duties and import taxes are calculated and included in the price you pay at checkout. You will not be asked to pay a surprise charge on delivery. There are no shipping charges added after checkout.

 

TRACKING

 

You will receive a tracking number by email as soon as your order ships. Tracking can take up to 48 hours to begin updating after you receive it, and international tracking sometimes goes quiet while a parcel is in transit between carriers. Neither means the parcel is lost.

 

If your estimated delivery window has passed and you have no tracking, email us at contact@stonemarkwellness.com and we will look into it.

 

DELAYS

 

If we know your order is going to be late, we will tell you. We would rather send an unwelcome email than let a delivery window pass in silence.

 

If your order has not arrived within 10 business days of the end of your estimated delivery window, contact us and we will either replace it or refund it. You do not need to chase the carrier yourself.

 

INCORRECT ADDRESSES

 

We ship to the address entered at checkout. Please check it before you pay.

 

If you notice a mistake, email us immediately at contact@stonemarkwellness.com. If the order has not yet shipped we can usually correct it. Once an order has shipped we cannot redirect it, and a parcel returned to us as undeliverable will be refunded minus the original shipping cost.

 

LOST, DAMAGED, OR INCORRECT ITEMS

 

If your order arrives damaged, is missing items, or is not what you ordered, email us at contact@stonemarkwellness.com within 14 days of delivery. Photographs help but are not required.

 

We will replace the item or refund it. This is in addition to your rights under our refund policy, not instead of them.

 

RETURNS

 

Returns are covered by our refund policy, which sets out the return window and the steps to follow. Please email us before sending anything back so we can give you the correct return address.

 

QUESTIONS

 

Email: contact@stonemarkwellness.com

Phone: +1 206-895-7444

 

We aim to reply within 24 hours on business days.

 

Stonemark Wellness is a trade name of Stonemark Group LLC, 30 N Gould St Ste R, Sheridan, WY 82801, United States.