Shipping policy
Where we ship
For now we ship only within the contiguous United States: the 48 mainland states and Washington, DC. We can't yet deliver to Alaska, Hawaii, US territories such as Puerto Rico and Guam, or APO/FPO/DPO addresses, and checkout will not accept them.
Cost
Shipping is free on every order.
Duties and import charges
US import duties are included in our prices. If a carrier ever asks you for import charges, write to us and we will refund them. Sales tax, where it applies, is shown at checkout.
Delivery time
Every piece is sent from China. Most orders arrive in around 2 weeks from the day you order. This is an estimate, not a guaranteed date: customs and carriers can occasionally add a few days.
Tracking
When your parcel leaves China, we email you its tracking number. It can take a day or two for the first scan to appear.
Orders with more than one piece
Pieces in one order usually travel together. Occasionally we send them separately so that one piece doesn't hold up the rest. You pay nothing extra.
If a piece becomes unavailable or is delayed
Natural pieces are often one of a kind, and occasionally one sells out before we can send it. If that happens, or if your order is more than 3 days late leaving us, we email you the same day and you choose:
- a different size or grade, and we refund or ask for the difference in price; or
- a full refund.
If we don't hear from you within 3 days, we refund the order in full.
Questions
Write to hello@tenthousandturns.art with your order number.