Shipping policy



**Due to the holidays, we're experiencing a very high volume of orders! For in-stock orders placed in November, it may take us 3-5 business days to ship your order. Thanks for your patience!**

 

Stock/Availability of Items

If your order contains an item with "pre-order" in the name, your order will ship at a future date. Please see the product description or our Pre-Order Schedules page for details on when your order will ship.

All items without "pre-order" in the name are considered in-stock unless marked as sold out. If a size or variant of a product is sold out, that size or variant will be greyed out and unavailable to select. 

Dispatch Schedules

Orders containing ONLY in-stock items placed by noon are typically dispatched within 1 business day.

Orders that contain a pre-order item will ship when ALL items in the order are in stock. If you wish to split the order and have us ship in-stock items now and pre-order items later then please place separate orders for the in-stock items, and the pre-order items.

If you are participating in a special pre-order sale, your items may not be available for several weeks after your order is placed - the estimated delivery date is displayed on the item's page in the store. If things go well in production we may dispatch your order earlier than this date, and if there is a delay then we'll let you know as soon as we do. Your order will be shipped to you as soon as all items in the order are in stock in our shop. We have more information about the pre-order process here.
 

Free Shipping

Our offer of Free Shipping applies to all orders shipping to an address within the United States. Unfortunately, due to the high costs of international shipping (and the size/weight of our products), we cannot offer free shipping for addresses outside of the USA.

Domestic orders of $165 or more qualify for free shipping and utilize the most cost-effective way for us to get your shipment to you. This is currently USPS Priority Mail for USPS zones 1-8.

To calculate shipping for your order, simply add the products you'd like to purchase to your shopping cart and use the Estimate Shipping Tool that can be found in the Shopping Cart, or on every product page (at the bottom of the right-hand column). You can also lookup your USPS zone (from Reno, NV) at the USPS website.
 

Typical Transit Times

We ship from Reno, Nevada, USA and the following are approximate transit times based on our experience. Adverse weather conditions, industrial action, public/seasonal holidays, and customs (for international orders) may also increase transit time.
 

Service West Coast East Coast Canada Europe* Australasia
USPS 1st Class Mail (see map) 1-3 days 2-3 days 6-10 days 6-20 days 15-30 days
USPS Priority Mail (see map) 1-3 days 2-3 days 6-8 days 6-10 days 8-10 days
USPS Priority Mail Express 1 day 1-2 days 5 days 5 days 5 days
DHL Worldwide Express - - 1-3 days 2-5 days 3-5 days


USPS Typical Delivery Commitment

 

Domestic Orders

Orders are typically best shipped via:

We do not currently ship using FedEx or UPS as we find that USPS offers faster delivery times, at lower rates, with excellent reliability. If you have a requirement for delivery to be made by FedEx or UPS them please contact us directly.

USPS is now able to quote an estimated delivery date for their USPS Priority Mail service, and if you select this option at checkout then there will usually be an indication of a 1-day, 2-day or 3-day service. Shipments to locations in close proximity to major postal hubs typically take less time than rural locations.

All orders are sent with USPS Delivery Confirmation, you will be supplied with a shipping confirmation and tracking number via email when the shipping label is printed.
 

International Orders

Please see our international shipping page for more information, including shipping services, transit time, and customs fees.
 

Shipping Insurance

We offer optional Route Package protection as an inexpensive way to protect your order from damage, loss, or theft. Carrier shipping claims can take months to resolve, but Route settles claims quickly so you can get a replacement fast. We highly recommend opting in to this insurance in your shopping cart. 

If you decline Route Package Protection, American Duchess does not provide any insurance of any kind beyond the replacement value of the order IF the item is accepted by the carrier to have been lost, or broken while in transit. Claims of loss or damage have to be filed with and approved by the carrier, and can take time to settle. 

If you ever have any questions about your order, please contact us and we will get back to you ASAP!
 

Damaged Shipments

We try our best to prevent damage to all packages during transit by packing each order carefully. From time to time, though, damage will occur despite our precautions.

If you receive an item that has been damaged in shipping, please contact info@americanduchess.com within 72 hours of receipt and we will have a new product sent to you, and initiate a USPS claim for the item.

Please hold on to the original packaging and packing material because USPS, in most cases, will need to inspect the items. If you are a domestic USA customer then we will provide a USPS return shipping label to send the damaged product back to us. If you are an international customer then you will need to pay for the return of the damaged package to us, however, we will refund your shipping costs on receipt.

If you have not received your order even after the tracking shows it was delivered, contact us within 15 business days to start a USPS trace for the package.
 

Lost Shipments

This refers to shipments lost in transit; not shipments missing after being marked as delivered. USPS does not consider a package lost until after we have filed a missing parcel claim with our postmaster. Once we have filed a missing parcel claim with USPS and they have confirmed that the item is no longer in transit and has been lost, we will replace your package. If you request a refund for an order that is late, lost, or stuck in customs then we must have confirmation from USPS that the package is considered lost before we can issue a refund.
 

Shipments tracked as delivered, but not received 

If your tracking shows the shipment as delivered but it's not in the location stated in the delivery confirmation then please check likely "safe places" that the mail carrier may have hidden the package from public view. If you are unable to locate the package then the fastest way to resolve the situation will be to contact your mail carrier directly, preferably the same or following day (as memories fade fast).

It is also worth checking with neighbors in case delivery was made to the wrong address.

Neither American Duchess nor USPS cover theft after a package is delivered. We highly recommend you add Route Package Protection to your cart to protect your order against potential porch theft.

If the package has not arrived within one business day of the tracking confirming delivery then please contact us at info@americanduchess.com and we'll do our best to assist.
 

Undeliverable, Refused, Unclaimed, or Returned Shipments

Packages will be returned back to us by the carrier if they cannot be delivered due to incomplete/incorrect addresses, are not picked up from your local mail facility, non-payment of local taxes or customs fees, or if the recipient refuses delivery. All packages returned to us for the above reasons can take several weeks to be processed from the time of refusal (due to extended transit times on refused/RTS packages). We will not refund shipping costs we incur as a result of an undeliverable or refused shipment (including C.O.D.) costs for receiving a returned package.
 

Order Changes and Cancellations

All requests to change or cancel an order should be made via email to info@americanduchess.com or by phone at +1 (775) 800-7750 immediately. An order that has already received tracking has shipped and cannot be changed or canceled.

This document was last updated on October 20th, 2020