Shipping Policy

1. Order Processing

• All orders are processed within 1-3 business days (excluding weekends and holidays) after payment is received.
• Once your order is shipped, you will receive a tracking number via email to monitor its progress.

2. Shipping Times & Carriers

• Estimated delivery times vary based on location:
  • Domestic Orders: Usually delivered within 7-12 business days.
  • International Orders: Usually delivered within 7-12 business days.
• We partner with USPS for shipping. Please note that unexpected shipping delays caused by the carrier are beyond our control.

3. Tracking & Delivery Confirmation

• All packages include tracking. Once your order has shipped, you will receive a tracking number.
• If your tracking information shows that your package was delivered but you did not receive it, we recommend:
  • Checking with neighbours, household members, or a front desk (if applicable).
  • Contacting the shipping carrier directly with your tracking number for further details.

4. Lost or Stolen Packages

• We are not responsible for lost or stolen packages once the tracking shows it was delivered.
• If your package is marked as delivered but is missing, you must file a claim with the carrier. We are unable to issue refunds or replacements for such cases.
• If your package is lost in transit (not marked as delivered), please contact us at support@trysproutly.com, and we will assist you in filing a claim or arranging a resolution.

5. Incorrect Address & Undeliverable Packages

• It is the customer’s responsibility to provide an accurate and complete shipping address.
• If an order is returned due to an incorrect or incomplete address, the customer is responsible for additional shipping costs to resend the package.

6. Damaged or Missing Items

• If your order arrives damaged, please contact us within 7 days of delivery at support@trysproutly.com with photos of the damaged item and packaging.
• We will review your claim and may offer a replacement or store credit at our discretion.

7. Refunds & Replacements

• We do not offer refunds for orders that are marked as delivered.
• If a package is lost in transit (not marked as delivered), we may offer a partial refund, store credit, or a replacement, depending on the circumstances.
• Refund requests for lost-in-transit packages must be made within 7 days of the estimated delivery date.

8. International Shipping & Customs

• Customers are responsible for any customs duties, taxes, or fees imposed by their country.
• We are not responsible for delays due to customs processing.

9. Contact Us

If you have any questions or concerns about your shipment, please contact us at support@trysproutly.com.