Shipping and Returns
We typically ship within 24 hours of when you place your order, but we reserve the right to take up to two business days for processing. Please plan for this, as we are not set up to reliably handle last-minute emergencies. We currently use the United States Postal Service. Occasionally, items are drop shipped from another location. If your order requires shipping from 2 locations, you will not be charged extra.
If you have selected the free shipping option for orders over $15.00, your order will ship by first class mail up to 16 ounces. If your order is over 16 ounces, it will generally be upgraded to USPS Priority Mail, however, we reserve the right to select the least expensive option when a customer has requested free shipping. This can include USPS Parcel, which can take 8-10 business days to arrive, and there is no guaranteed arrival date. If you want to guarantee Priority Shipping, it is an option to add Priority to your order for an additional $7.50 (US only). Do not select free shipping and then email us or leave us a note asking us to rush or overnight your shipment. You are barking up the wrong tree.
If something should be damaged or missing from your order, you must contact Customer Service within 24 hours of receiving your purchase to assist you with a resolution. We do not offer exchanges of any products.
We will only use tracked shipping methods. If you are wondering where your package is after you receive your shipment notification, please refer to your tracking number contained in the shipment notification before contacting us. Once the package is out for delivery, we do not know anything more than you do about the status of your package. If your package has tracked as "delivered" but you find it is not in your mail box, please notify your local postal depot or carrier immediately so they can follow up for you. If you have received tracking and delivery information from DIY PAK, you know that we have indeed shipped your item in good faith and have no control over that package after it leaves our shop.
If you have not received your package at all, but you have the tracking information showing that it is lost or has not been received, we can then file a claim on your behalf. We will do everything in our power to fulfill our commitment on our end. We want my customers to be 100% happy and satisfied with our service. Claims can only be made on Priority Mailing options. If you want to guarantee an insured shipping method, please upgrade your shipping method to Priority Mail.
If you have received a damaged product, please notify us within 24 hours of delivery. Please check your order as soon as your receive it.
All sales are final. We will not be held responsible if you have ordered the wrong item or don't like the item you have ordered. All items are checked before shipping. If there is damage incurred during shipping, or the box has been damaged, please keep the items and the package as you will be asked for a photograph so that we can file a claim on your behalf. If your item was shipped first class, and there is damage, we are not able to file a claim. You will be refunded for the item that has been damaged during shipping. If we sent you a wrong item by mistake, we will work with you to resolve the issue, with the option of a full refund upon return of the incorrect item always available.
Credit card and PayPal refunds may only be issued to the original card and/or account used. These refunds may take up to two billing cycles to post and may differ per bank and/or credit card company. PayPal credits may take up to 30 days in accordance with PayPal crediting policies.
Unless we have given prior approval, no shipments can be shipped to addresses other than that on file with either PayPal or on file with your credit card company. Requesting shipment to another address will hold up your order and you will be contacted for verification.
We check every credit card payment before shipping out the order. If our merchant service has notified us that the address you supplied for billing does not match the address your credit card company has in their file, you will find that your order will be delayed. You will be notified and asked for an address verification before we ship your order out. If we do not get a response within 48 hours, your order will be canceled and the payment refunded to the credit card that it was paid with. We do this for the security of the credit card holder, and also for our protection as a seller.
We ship worldwide, using USPS First Class and Priority Mail options. Your shipping rate is automatically calculated by USPS based on weight, and we do not charge any additional fee. If you have questions about the cost of shipping, we advise that you talk directly with USPS, as we have no control over what USPS charges. Additional customs, duties or other fees assessed on the items in your order, or the shipment/import thereof, are the sole responsibility of the purchaser and DIY PAK is not responsible for these fees.
Amy, Owner DIY PAK