Shipping policy

We know you want your stuff and want it soon! Who could blame you? We are committed to ensuring that we handle, pack and ship your orders as if they were our own precious cargo so they can make it to their forever homes as quickly and safely as possible. We absolutely don't want things to go wrong, but if they do, here's the skinny.

Processing and Shipping Times

Ready-to-ship items will be processed and shipped within 4 business days of purchase, and Made-to-Order items may take up to 10 business days to make and ship. I'm a one-man-band here so processing will go as fast as I can manage!

Free Shipping to continental US typically uses USPS Ground Advantage or USPS Priority Mail. While these carriers express typical shipping times of 3-4 or 2-3 business days respectively, shipping times are not guaranteed.

Tracking

All items are sent by services with tracking. Tracking numbers for the used carriers are included in shipping notices.

Damaged Items

We do our very best to pack and ship with care, but things can happen in the shipping journey and we sadly cannot guarantee the safety of any item in shipping. I know... I wish we could!

However, we will do whatever possible to help rectify the issue by filing a shipping insurance claim (or helping you to file it) and/or replacing the item upon its return. We cannot refund items that were damaged in shipping without a paid insurance claim or returned item.

If you receive an item that was damaged in shipping, please contact us as soon as possible. Take photos of the packaging and the damaged item, and send them to us at brooke@smaterstudio.com along with your order number and name. We will work with you to assess and rectify the situation. 

Lost Items

If your order seems like it's wandering the Outback or yeeted into the vacuum of space, just remember -- very few items get completely lost with any carrier. More than likely it's just a (frustrating) delay.

Please first check the tracking and status of your order with the carrier, particularly the last update which would indicate the last scan of the item. If the last scan was within the last few days, it should still be on its way to you. Crossing fingers AND toes. And my cat's toes too.

We are happy to work with you to locate, replace, and/or refund lost orders where possible. See below for information by destination.

US Orders

Most US orders are sent via USPS Priority Mail or USPS Ground Advantage. While these carriers express typical shipping times of 2-3 or 3-5 business days respectively, shipping times are not guaranteed and can take longer to arrive. I know it's difficult, but hold tight! At least for 15 days after the sent date.

USPS will not process lost claims on these items until 15 days after the sent date. As of that time, you may file a lost claim yourself or contact us to help with that process or file as a sender. If you wish for us to file the claim, then we will refund you the amount repaid by the claim when the payment is received. 

International Orders

The lucky orders going on a trip outside the US will be sent by the carrier chosen at checkout and are subject to their service rules and policies; as well as any customs situation in the destination country. Contact us if you feel that your order is held up or lost and we'll investigate promptly.