REFUND & RETURN POLICY

Due to the intimate nature of the items that we sell, Castorena Creations LLC does not accept returns or offer refunds for custom orders and items that have been shipped. Refunds will not be provided for “mistake” orders that have been shipped.

TERMS OF SERVICE

After your order has been placed, processed and payment approved, your product will ship via United States Post Office (USPS). There is a handling fee for all products that are shipped and this fee is included in the shipping cost indicated on your order receipt. Individual items may have free shipping. Premium Items, such as solid gold earrings, will require USPS priority shipping for additional package insurance and recipient signature will be required.

Castorena Creations, LLC will ship in-stock products within 1-5 business days in most cases. Custom order products have longer lead times in most cases (approximately 7-10 business days). It is best to determine product production lead time at the time of order via the contact us page.

Shipping may vary depending on the weight, number of items ordered, and number or size of boxes. After your order is processed, we will email you with the USPS tracking number as soon as the item is shipped. Shipping may be delayed during the holidays, so be sure to get those holiday orders in early.

Shipping is only in the United States of America.

If USPS returns an undeliverable package, we will contact you to verify shipping address and attempt to re-ship the order. If the shipping address is correct and does not require a change, no additional shipping fee will be charged. However, if the original shipping address was incorrect and/or the purchaser requests an address change, an additional shipping fee equal to what was indicated in the original purchase will be charged before the order is re-shipped. Please make sure your shipping address is correct before placing your order. Castorena Creations, LLC will not be responsible for incorrect addresses provided to us by the purchaser. If Castorena Creations, LLC ships an order to an incorrect address when the purchaser provided the correct address, we will re-make and re-ship the order at no additional cost, but no refund will be provided to the purchaser.

Shipping Notification 

All our orders are shipped via USPS Priority 1-3 Business Day Shipping and include $50 insurance. If you would like additional insurance, please contact us before the order is shipped to obtain an invoice for additional insurance. After the product ships, Castorena Creations, LLC will send an email to the customer listed on the billing address of each order. This email will contain shipping information including the USPS shipment tracking number. If you lose the USPS tracking number, please contact us and we can provide it to you.

Delivery Timing
If you require products delivered by a certain date, please contact us to verify your product availability and/or custom order timeline. An additional fee for rush orders may be applied in such cases. Castorena Creations, LLC does not guarantee at any time a certain delivery date or time frame for delivery for any product or order. Any listed time for a shipping method is an estimate only. For orders with deadlines please order well in advance. Castorena Creations, LLC is not responsible for lost, misplaced, or delayed shipments or damaged items once they are in the possession of the USPS. File a Claim | USPS

 Lost Package

Castorena Creations, LLC does not offer refunds for purchases if the USPS loses or damages the package.

We are responsible for your new purchase until it reaches the United States Post Office. After that, it is out of our control. Castorena Creations, LLC ships USPS Priority 1-3 Business Day Shipping which includes $50 Insurance to protect against loss or damage during shipping. You may contact us before your order ships to receive an invoice for additional insurance. If your purchase is lost or damaged by USPS, we cannot provide a refund. All purchases are shipped by USPS and insured through USPS.

In the case that your shipment is lost or damaged in transit, you are responsible for filing the claim with USPS in a timely manner as indicated by the USPS (File a Claim | USPS). We are not responsible for lost or damaged packages during transit. We are not responsible for shipments sent to forwarding services or companies. If you place an order, and your shipping address is a forwarding address, you are responsible for contacting your forwarding company or service to locate your shipment.

What to Do If Package is Lost

Castorena Creations, LLC ships all orders via USPS Priority 1-3 Business Day Shipping which includes $50 insurance (or more if you purchase additional insurance). If your item is lost in transit, please contact File a Claim | USPS to rectify the issue. The USPS requires the person filing (customer) to have the original mailing receipt which we will provide to you at no cost (contact us for this receipt). Each claim must be filed within a certain time period (indicated on the USPS website) and include proof of insurance, value, and damage.

Inspecting for Damage
Please be sure to check all packages for any potential damage during transit. Castorena Creations, LLC is not responsible for damaged products due to shipping. It is the sole responsibility of the receiving party to fully inspect the product at the time of delivery for any potential damage. File a Claim | USPS

What to Do If Product is Damaged
When possible, please photograph the damaged shipping container and items for evidence that will assist with a product damage claim. Damaged product must be held in the customer's possession in case USPS requires evidence. The USPS has the right to inspect and/or claim the product if a damage claim is filed and or / paid by the USPS. File a Claim | USPS

For further questions regarding the above contact us.

PRIVACY POLICY

Information collected in the process of conducting a purchase or signing up for our newsletter will not be distributed to any other party. If you are purchasing an item to be shipped to a third party, they will be informed of the name of the purchaser only unless you contact us before the item ships to do otherwise.