Thank you for supporting a small, hand-made business! Zoollie Woollie is run by one person - me! (Hi!). Each order is very important to me. I do my very best to have excellent customer service, but bear in mind it is impossible for me to operate the same way Amazon or other large companies can. If you have any concerns about your order, please email me and allow up to 72 hours for a response to your inquiry. Typically the wait will be far shorter, and I will be more than happy to answer your question or solve your problem ASAP!
Items are shipped through USPS First Class or Priority. For a list of the countries I cannot ship to, please consult the USPS manual here.
Please allow 3-5 days for me to process and pack your order. I know that sounds like a long time, but it is just me working on order fulfillment. As I want to have fabulous customer service, I do make every effort to get it out the door as soon as possible.
Please note that if you have purchased an item that is "made to order," the time it takes to make the item is additional to shipping transit time. The estimated creation times will be listed on the specific product page.
Once a package has been put into the custody of the postal system, I have no control over the speed of delivery, and I take no responsibility for delays in transit.
Domestic Shipping (United States)
Tracking and insurance are included on every parcel. Packages typically take about 2-10 days to arrive, however that is not a guarantee. I will provide you with a tracking number so you can follow your package's progress. Unless other specific requests are made, your order will be packed in tissue paper inside a cardboard box.
I will provide a tracking number with your order if at all possible. International tracking can be a bit spotty and is only available in some countries. I am not responsible for shipping delays or delays due to customs for international orders. They can legally hold the package as long as they like and I cannot speed up or slow down that process.
Also, I am not responsible for import duty, customs, or taxes that your country might charge for your package. Please look into your local policies and possible costs before you order as every country and region differs in how they tax imported goods. I am required to declare the retail value of your order on your shipment. Unless other specific requests are made, your order will be packed in tissue paper inside a cardboard box.
By and large the postal system works, and most packages arrive on time and in good condition.
However, once in a great while, packages may be delayed, lost or damaged during shipping. Please note I am not in control of the postal system. In the event that a package is lost or delayed in transit, let me know. I will initiate a tracking investigation. I do insure packages, but I cannot make any guarantees until I know the outcome of the investigation.
If your order arrives damaged, you must notify me within 48 hours of the delivery with proof of the damage.
On your side of the equation, you have three options:
1. You may choose to file a claim with the post office on your own. I will provide you with the pertinent information for you to file a claim with USPS on your own, and I will assume no further liability.
2. Depending on the type and the extent of the damage, I may be able to repair the item for you. In which case you ship the damaged item back to me at your expense within 7 days. I repair the item and re-ship it back to you at no additional cost.
3. You may choose a refund. You ship the damaged item back to me at your expense within 7 days. Once I have received the damaged item, I will issue you a refund for the cost of the item. Shipping costs are not refundable. I will not issue a refund until I receive the damaged item. You must provide me with a tracking number so that the item does not get lost in transit; or if things do go missing, they can be tracked down. If I have no tracking number, there is absolutely nothing I can do. If the damaged item never arrives, there will be no refund.
It is the responsibility of the customer to provide correct address information with your order. If an order is lost or delayed because of an incorrect address, I cannot be responsible for tracking down, refunding or reshipping your order.
My responsibility ends once the package has been delivered.
All packages are tracked and scanned at the point of delivery. It is your responsibility to be available to receive your package from USPS. Insurance applies until the package has been scanned as delivered. I cannot refund or replace packages that are stolen or damaged after delivery.
In order to keep my costs down, and therefore yours, I do try to reuse boxes when I can.
If you have any special shipping instructions, please let me know when you place your order.
Please contact me if you have any other questions.