SHIPPING POLICY

Processing times:

Ready to Ship: 3-10 Days

Made to Order: 1-2 Weeks

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Please note that Made to Order candles will be clearly marked in the Item Name or description.

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Estimated shipping times:

United States: 3-5 business days

Canada: 2-3 weeks
Europe: 2-3 weeks
Australia, New Zealand and Oceania: 2-3 weeks
Asia Pacific: 2-3 weeks

We'll do our best to meet these shipping estimates, but cannot guarantee them. Actual delivery time will depend on the carrier. Due to COVID-19, it might take longer to receive your item CUSTOMERS ARE RESPONSIBLE for any customs and import taxes that may apply. We are not responsible for delays due to customs.

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Lost/stolen items marked as delivered:

If a box is lost in the mail (i.e., tracking never updates/was never marked as delivered), we will start a search with the post office to locate it. If the box can be found, it will be sent on to the customer. If the box cannot be located, we will file a claim and if the claim is approved, we will send out a replacement. Please note that these processes take time! Please have patience as these are postal issues and not a reflection on the shop.

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Please note that Mizu Crafts cannot be responsible for lost or stolen packages. If any package has been marked as "DELIVERED" and you cannot locate it, unfortunately, we cannot refund or replace these items. The tracking is my proof that it was delivered safely by the postal carrier.

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Incorrect Address:

You are responsible for entering the address correctly. If an address is entered incorrectly on the customer's part, Mizu Crafts is not responsible for resending or retrieving the items. You will not be refunded for your items. If an address is incorrectly entered due to an error on our part, the order will be resent at no cost to the customer.

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Undeliverable/Rejected/Returned Items:
If an order has been returned to us as undeliverable due to address/customer unavailability/customer non-responsiveness, shipping costs for original delivery cannot be refunded. It is the customer's responsibility to follow tracking as provided by Mizu Crafts or to follow up within a timely manner to check on delivery if an item has not been received in the expected time frame following shipment. If the item is returned to us, we will attempt to contact the customer immediately, in which they have 5 business days to respond. If they don't respond within that time, we will consider the issue resolved.

Undeliverable orders can be resent based upon agreement with the customer but new shipping charges are at the customer's expense. There is no place on the shipping labels for us to designate delivery instructions to the postal carrier.

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International order: Once we have started an investigation on a lost order, we will keep you updated on the process. If us and the customer agree on a refund instead of resending the order, we can only refund the order price, not the shipping charges.

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International Tracking Not Updating:
Sometimes items don't get scanned once they leave the US heading to another country or tracking is not guaranteed once it leaved the US. We can assist by putting in a search request with the post office but please be patient as they take very long to accommodate international requests. We will do our best to track down the package but these processes do take time. 

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Shipment cost:
We offer free shipping on all US orders. If a package must be resent, the buyer is responsible for any extra shipping costs. International shipments are calculated by weight, which can be seen at checkout. Base price varies by country. We base our rates on current USPS rates.

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Shipment packaging:
Each candle is wrapped in a layer a layer of bubble wrap, and individual boxes. The package may also contains packing peanuts and tissue paper for insulation. We cannot be held responsible for any items that have melted in transit or while sitting on a porch. The summer months can get hot and the customer is responsible for a package's safety after the post office delivers it. If you have a melting issue, we cannot guarantee a refund or exchange but we can address this on a case-by-case basis.