GENERAL SHIPPING INFORMATION: We use a variety of carriers to ship our items domestically and abroad. When you qualify for free shipping, we will select the least expensive option that gets your package to you in a reasonable amount of time. You are welcome to select and pay for expedited shipping at your discretion. You will receive an email notification with a tracking number once a shipping label is generated for your order.
**Please note that the date your label is created may be a day or two prior to when the package is picked up by the carrier. Please also note that we are in the midst of a global pandemic and all shipping carriers are experiencing delays. We are all doing our best to get you your purchases in a timely manner.
INTERNATIONAL SHIPPING INFORMATION: We ship anywhere around the world. All international packages can potentially incur charges upon their arrival in the destination country and those charges are solely determined by the arrival countries customs authorities. We cannot predict the amount of duties and taxes charged when using standard shipping. All customs and border fees are the responsibility of the customer. If you have any questions regarding duties and taxes in your country, please contact your local customs office. Also note that international packages will take longer than 2 days to arrive to their destination.
TRACKING & MISSING PACKAGES:- If there are no updates on your tracking numbers for a matter of days, please don't be alarmed and give the carrier time to update the tracking. Rest assured, if you have received tracking numbers from ColsenKeane, your package has been shipped and is no longer in our hands.
- If your tracking number indicates that your package has been delivered but you can not locate that package, please reach out to the carrier via their website to request an inquiry for your package. Each carrier has a different system for doing so; please follow the carrier's instructions. Please then let us know you have done so by emailing us with your claim or inquiry number at info@colsenkeane.com.
- Inquiries can take up to 15 days. Please understand that we cannot make the carrier work faster and until an inquiry or claim is completed, we will not send a duplicate shipment.
- In the event that the carrier is unable to account for your missing package and a claim is submitted, rest assured we will do everything we can to assist in the claim being decided in your favor and paid. At this point, we will offer options for fulfilling your order again.
IN STUDIO ORDER PICKUP: If you are local and have selected to pick up your order in our studio rather than shipping the package, please note these guidelines:
- All in-studio pickup orders must be picked up within 90 days.
- Any customer whose order hasn't been picked up after the first 75 days will receive an invoice for shipping the order to you.
- Any order remaining at 90 days will be returned to inventory.
- No refunds will be issued on pickup orders that are more than 15 days old, per our return policy.
