Shipping & Returns
SHIPPING POLICY
Turnaround
All orders are shipped within 24 hours Monday - Friday 8am - 5pm. Orders placed before 12pm EST will ship the same day.
Carriers
We use the following carriers to deliver our orders:
USPS
FedEx
UPS
Order Tracking
If a tracking # is provided by the shipping carrier, we will update your order with the tracking information. Please note that some orders using 1st Class USPS mail will not have tracking numbers.
Shipping Rates
US Orders: Shipping rates are calculated at order checkout.
International Orders: Shipping calculated at checkout.
All orders placed before 12pm EST ship the same day.
Route Shipping Insurance
We now offer shipping insurance at checkout with Route Insurance. Route Insurance covers packages that are damaged in transit, lost or stolen.
Note: By deselecting Route Insurance you accept responsibility for any packages or deliveries that are damaged, lost or stolen. In this case Casa de Sante is not responsible to issue a refund or replacement order.
If you have purchased Route Insurance you will receive a confirmation email from them. You can also proceed to file a claim here.
* Lost/Not Received Orders: Claims for packages marked "delivered" but not received must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.
*Damaged Orders: If your item arrives damaged, unusable, or in an unacceptable condition, Route encourages customers to file a claim immediately. Please include photo reference of damaged item and packaging received.
Shipping Address Policy
Casa de Sante is not responsible for items that could not be shipped to their destination because of an incorrect or undeliverable address.
It is the responsibility of the customer to review their shipping address and information for accuracy before completing the purchase. Refunds or exchanges will not be issued on the basis of an incorrect address. If a package is shipped back to Casa de Sante due to an incorrect/undeliverable address, shipping charges will not be refunded.
In the event that Casa de Sante is unable to create a shipping label for the address provided by the customer, we will attempt to contact you for an address correction via e-mail. If no response is received within 24 hours, the entire order will be cancelled and you will be refunded in full.
Back Orders
If an item goes on back order we will ship you the part of your order that is in stock. When the item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment.
Returns, Refunds and Exchanges
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unopened (and uneaten) and in the same condition that you received it. It must also be in the original packaging.
Please note, digital products are non refundable.
Damaged Goods (if applicable)
Please contact Route Insurance here. If your item arrives damaged, unusable, or in an unacceptable condition, Route encourages customers to file a claim immediately. Please include photo reference of damaged item and packaging received.
If you deselected Route Insurance, please note you have accepted responsibility for any packages or deliveries that are damaged, lost or stolen.
Refunds (if applicable)
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@casadesante.com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you do receive a refund, the original cost of shipping will be deducted from your refund.
International Shipping
All prices on our site are in US dollars. Your credit card company will bill you with your local currency at the current exchange rate.
When ordering outside of United States of America, the recipient is responsible for assuring the product can be legally imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the destination country.
The recipient of an international shipment may be subject to import taxes, customs duties and fees, which are imposed once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient. Casa de Sante has no control over these charges, nor can we predict what they may be. Customs, duties, and taxes are non-refundable: so a shipment that is refused because of unexpected import fees, the cost of the original shipping and any return shipping charges will not be refunded. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
To avoid a delay in receiving your order from customs, we strongly suggest providing a phone number where you can be reached by customs when your product arrives. This phone number will be listed on the commercial invoice so customs can reach you to clear your order.
Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they return it to the sender. We do not refund original shipping charges for goods that are refused for delivery at customs.