Shipping & Returns

Shipping & Return Policy

Last updated January 2025

Shipping Policy

Order Processing & Turnaround

  • We process and ship orders within 24 hours, Monday through Friday, 8 a.m.–5 p.m. EST.
  • Orders placed before 12 p.m. EST typically ship the same day.

Carriers & Tracking

  • We ship via USPS, FedEx, and UPS.
  • If a tracking number is provided by the carrier, we will update your order with the tracking information.
  • Please note that some orders shipped via USPS First Class mail may not include tracking details.

Shipping Rates

  • US Orders: Calculated at checkout.
  • International Orders: Calculated at checkout.
  • All orders placed before 12 p.m. EST will typically ship the same day.

Route Shipping Insurance

  • We offer optional shipping insurance through Route. This coverage protects against damage, loss, or theft while in transit.
  • If you deselect Route Shipping Insurance, you accept responsibility for any packages that are damaged, lost, or stolen, and Casa de Sante will not be able to issue a refund or replacement.
  • If you have purchased Route Shipping Insurance, you will receive a confirmation email from Route and may file a claim by following their instructions.
    • Lost Orders: Claims for packages marked “delivered” but not received must be filed after 5 days and before 15 days from the date of delivery. Claims for packages that are not marked “delivered” must be filed after 7 days (20 for international) and within 30 days of the last checkpoint.
    • Damaged Orders: File a claim immediately with photo documentation of the damaged items and packaging.

Shipping Address Policy

  • Casa de Sante is not responsible for shipments delayed or returned due to an incorrect or undeliverable address.
  • Please ensure your shipping information is accurate before completing your purchase.
  • If a package is returned to us because of an invalid address, shipping charges are non-refundable.
  • If we cannot create a label due to an invalid address, we will contact you for corrections. If we do not receive a response within 24 hours, the order will be canceled and fully refunded.

Back Orders

  • If an item is on backorder, we will ship in-stock items immediately and ship the remaining item(s) once available. You will not incur additional shipping charges for separate shipments.

Returns, Refunds & Exchanges

Our return policy is valid for 30 days from the date of purchase. Unfortunately, we cannot offer refunds or exchanges after this period.

Eligibility for Return

  • Items must be unopened, uneaten, and in the original packaging.
  • Digital products are non-refundable.

Damaged Goods

  • If you have Route Insurance, please file a claim with Route immediately, including photo evidence of the damaged product and packaging.
  • If you did not purchase Route Insurance, you accepted responsibility for any damage, loss, or theft in transit, and Casa de Sante will not issue a refund or replacement.

Refunds

  • Once your return is received and inspected, we will email you regarding the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a set number of days.
  • For missing or late refunds, please check your bank account or contact your credit card company for delays before contacting us at sales@casadesante.com.

Gifts

  • If the item was purchased as a gift and shipped directly to you, you will receive a gift credit for the value of the return once the item is received.
  • If the gift giver had the order shipped to themselves to give later, the refund will go to them, and they will find out about your return.

Shipping Your Return

  • You are responsible for the shipping costs when returning an item. Shipping costs are non-refundable.
  • If you receive a refund, the original shipping cost will be deducted from your refund.
  • To initiate a return or learn more, please visit our Return Center.

International Shipping

  • All site prices are in US dollars (USD). Your credit card company will bill you in your local currency at the current exchange rate.
  • The customer (importer of record) is responsible for complying with all laws and regulations of the destination country.
  • Additional taxes, customs duties, and fees may apply once the shipment reaches your country. Any such charges are the responsibility of the recipient.
  • Customs, duties, and taxes are non-refundable. If you refuse a shipment due to these fees, neither the original shipping cost nor any return shipping charges will be refunded.
  • Providing a reachable phone number at checkout is recommended to avoid delays caused by customs clearance.

For questions about our Shipping & Return Policy or other inquiries, please contact us at support@casadesante.com. 

We appreciate your business and look forward to serving you again!