Shipping policy
Once payment is made, the order will go to the warehouse, which will prepare and fulfill it within 24-48 hours.
DELIVERY TIME:
- Standard Priority Shipping: 5-10 Business Days from shipping. We offer faster shipping with an additional fee that depends on the destination country.
Deliveries on Sundays and holidays are excluded.
Free shipping on all orders of $50.00 or more. For orders under $50.00 shipping costs $4.99.
To track your shipment, once the package has been shipped, you will receive a shipping email, to the email address you provided, with all the shipping information and you will receive the tracking code to track the shipment until delivery
*If you cannot find the email, try checking your SPAM folder.
PRIORITY SHIPPING - INSURED & TRACKED
Orders for which Priority Shipping - Insured & Tracked has been selected are covered by full merchandise insurance, priority chat support and the fastest shipping available.
The insurance covers 100% of the products against loss and damage to the package in transit.
However, the insurance does not cover theft or loss that occurs after delivery, nor damage to the goods by the customer as events beyond our control.
THE PACKAGE IS DELIVERED BUT NOT RECEIVED
Most packages arrive on time, but sometimes the tracking service may indicate that the package was "delivered" even though it was not received.
Important: The courier responsible for delivering the package may provide additional information about the status of the shipment. To access the contact information of the courier in charge, please contact us via email.
Please note that we do not refund or replace items tracked as delivered.
For this reason, we always recommend having items delivered to a secure address.
The shipper will mark the package as delivered only after it has been delivered to the address provided.
If your order is marked as delivered and you have not received it, we recommend that you check your inbox or contact your local post office.
Once your order is shipped, you will receive a shipping confirmation e-mail with tracking information (also check your spam box).
Keep in mind that the estimated delivery date on the product page is only an estimate based on the average delivery speed of couriers in your country. Therefore, it is not a guaranteed delivery date.
IF THE TRACKING INFORMATION INDICATES THAT THE PACKAGE HAS BEEN DELIVERED, BUT YOU HAVE NOT RECEIVED IT:
If other people live with you at the same address, check whether they picked up the package or refused delivery.
Check to see if a delivery notice was left in your mailbox. Follow the instructions on the notice for more information on how to pick up or reschedule delivery of the package.
If you live in an apartment building with concierge service, check to see if the package is at the concierge desk.
Contact the courier company and your local post office to request more information about package delivery. You must have your order tracking number handy.
Insured shipping does not cover stolen or missing packages after delivery, as such occurrences are not due to UtopiaClo negligence but to fortuitous events beyond our control.
UNSUCCESSFUL DELIVERIES AND WRONG ADDRESSES
In the event that the package could not be delivered to the specified shipping address due to reasons attributable to the customer's non-cooperation (missing or wrong shipping address, absent recipient, etc...) or in the event that the customer refuses to pick up the package, the package will be returned to the sender UtopiaClo at the customer's expense.
DELAYS OR NON-DELIVERY
If after 30 days you still have not received your package, please contact us and we will check the status of your order for you and make sure there are no errors or misses.
MULTIPLE ORDERS
By ordering multiple products from us, it is possible that they may be shipped in different packages but with the same shipping time and charges. This happens depending on the availability of the products, as our partner factories and warehouses are located in different locations.
WARRANTIES
Every eligible purchase is covered by a money-back guarantee, valid for 14 days from the date of delivery. We remind our customers that products bearing engravings or other personalization are not covered by the right of withdrawal. See the full policy on Returns and Warranties.