Shipping Policy
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Where does SuperBonsai ship from?
All orders placed with SuperBonsai will process and ship from the United States.
International Shipping
At this time, SuperBonsai only ships within the United States. We will let you know as soon as our product(s) will be available for purchase internationally.
Shipping Cost & Transit Times
The shipping cost and transit time of your order are standard for all orders across the United States. These estimated times do not include processing time.
Processing Time
Order processing typically occurs within one business day with shipment following immediately after. Business days are Monday through Friday from 8:00 AM to 5:00 PM PST. The processing time does not count towards the transit times. The estimated transit time begins once the order has shipped from our facility.
Incorrect Address
Please note that we cannot change the delivery address after an order has been shipped. We work directly with our carriers to help resolve address issues when possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you’ve made an error in the shipping information on your order. USPS generally charges a fee for their package intercept option and the following link will guide you to the service (https://www.usps.com/manage/package-intercept.htm) . UPS allows for change of address as well (https://www.ups.com/us/en/support/tracking-support/change-delivery-options.page), however fees may apply. If such address error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you will be responsible for return shipping fees and we’ll only be able to refund you for the cost of the merchandise. We highly recommend adding your phone number and email address to all orders as different UPS/USPS locations use different methods to contact customers.
Duties & Taxes
We currently ship all packages with DDU (delivery and duties unpaid). This means your package is usually delivered by local mail carrier at the final destination or you may be required to collect the parcel from the postal facility directly. Your mail carrier may or may not charge duties and taxes. We do not collect taxes and duties during checkout and therefore you are responsible for paying these, as well as any import fees, if you are required. We have implemented a tool on our site to estimate these expenses. If you have a VPN enabled when visiting our site, there is no guarantee that the estimates will be accurate. If you have questions regarding how/when duties and taxes are charged, we advise contacting your Customs office directly.
Package Loss
Although it is rare for orders to get lost or delayed, please be aware that it can happen. An order will not be considered “lost” until 35 business days from the date of shipment. We are unable to process claims until the 40 business days period has passed. In the event your order has been lost, you must contact our customer support department at hello@superbonsai.com and report it as lost to us within 60 calendar days of purchase. Depending on your location and carrier selection, we’ll work to help resolve this issue. Orders that are not reported within 60 calendar days will not be eligible for refund. Refunds are not available if you choose a non-trackable shipping method and your order is lost.
Disclaimer
As SuperBonsai is a United States based company, we bill all our customers who use a debit or credit card in U.S. Dollars and allow the customer's card issuing company to process the conversion. By ordering from SuperBonsai, you agree to our policies above. SuperBonsai reserves the right to change these policies at any time, and we also retain the right to refuse service to any customer at our sole discretion.