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DOMESTIC SHIPPING

We ship primarily using the United States Postal Service. Orders are processed and shipped from our shop in Oakland, typically within 1-3 business days after being placed. Orders may take up to three business days for tracking to be updated. You will receive a confirmation email with tracking information once your order has been shipped. Due to Covid-19, it may take longer to fulfill your order as we navigate unforeseen delays and ensure the health and safety of our team. We appreciate your patience and understanding. Additional shipping costs for rejected or returned to shipper packages are the responsibility of the customer. We insure all packages for the full value paid. Once tracking is confirmed we do not assume responsibility for lost or missing packages. Filing lost or missing package claims will be the responsibility of the customer, however we are happy to assist you through the process.
 

INTERNATIONAL SHIPPING

For all orders shipping outside of the US the ship-to recipient will be responsible for any taxes or customs duties incurred. Unfortunately, we are unable to mark merchandise as "gift" or "no commercial value". Please note we are unable to estimate the total amount of taxes or duties that may be due at time of delivery. For questions regarding customs fees we suggest contacting your local government. Fragrance can not be shipped internationally. Once tracking is confirmed we do not assume responsibility for lost or missing packages. Filing lost or missing package claims will be the responsibility of the customer, however we are happy to assist you through the process. Please note that all international orders are Final Sale.  

SUSTAINABILITY

Understory is committed to low-impact packaging by eliminating plastic and using recycled materials in every shipment. In addition to our effort to move towards 100% plastic free and recycled packaging, we have partnered with 1% For The Planet to help offset the environmental cost of doing business. 

DAMAGES IN TRANSIT
We take great pride in packing our orders well and with care and do not assume responsibility of damages in transit. However we are happy to assist you through the claim process and work with you to find the best resolution, be it a replacement or reimbursement from the delivery company.
If your package arrives to you damaged, here is what to do:
-Take pictures to document the condition of the outside of the package, inside packaging and damage from when it arrived, & hang on to all packaging material and packing slips until we come up with a plan of action.
-Email us right away with a description and all the photos of the damage at web@understory-shop.com