Shipping

SHIPPING POLICY

We ship via USPS priority mail and USPS express mail.  All orders placed before 2:30 pm Eastern Standard Time will be shipped the same day. But things like power outages, severe weather, service interruptions, or receiving a very large amount of orders within a relatively short time frame, might still cause delays. There may also be delays on the first day that we release a new product due to very high sales volume. All orders placed after the cutoff time will be shipped on the next available workday.

If you need your packages to be held at your local post office until you can pick them up, then please write "HOLD AT POST OFFICE" in the second available shipping address line when entering your name and shipping address. Example:

JOHN DOE 

112 GENERIC LANE

HOLD AT POST OFFICE

SCRANTON, PA 18702

Our order processing dept. will see your HPO (Hold at Post Office) request and will mark your label so that your postal delivery person will clearly see your request.

Other Shipping Questions

 

Q: Do you have an Overnight Shipping option?

 

A: Yes and No. Mostly No. USPS Priority Mail Express is the fastest mail service offered by the Postal Service. It provides guaranteed 1-Day or 2-Day expedited service, and it may be delivered from overnight to 2 days. Very few addresses will get it overnight. With our experience, we can tell you not to expect it overnight.

Q: Help, I need my package shipped to a different address than what was used during checkout!

A: Please check all shipping information carefully when placing an order. Our payment processor will not allow us to ship to a different address other than what was entered during checkout. In such a case, we will need to refund your order to allow you to place your order again, using the correct address. If your order was already shipped, we cannot refund your purchase price until your package is returned to us, so please be sure to enter your correct shipping address.

 

Q: Where is my package?

A: Sometimes USPS can be late in delivering packages, or in updating their systems. Sometimes tracking data doesn't update until days after a package has been delivered. Because of these common problems, we require that at least 7 days have passed since the last USPS update before contacting us to investigate your missing order. If your shipment is missing or has been 'lost' by the USPS you can visit this page on the USPS website to get started finding it or filing a claim and requesting a shipping Refund.

https://www.usps.com/help/missing-mail.htm

Q: Why do you no longer offer free shipping?

A: We have had many issues with USPS damaging or losing packages. It was recently bought to our attention that because TNT paid for the shipping costs, we were then responsible for filing the insurance claim on behalf of the customer. With the number of orders we fulfill every day, this would significantly decrease our ability to fulfill orders as promised if ordered in time. We are also offering new shipping options to our customers and the customer must choose which option they prefer during the checkout process. 

 

Q: If you no longer offer free shipping, then why have you not changed your prices?

 

A: If you look closely, we have reduced our prices to reflect the difference of new shipping costs now incurred by our valued customers. At checkout, you should notice that the checkout price (including customer-selected shipping cost) should be very similar to the checkout price before when free shipping was offered.

 

Q: What is your policy on stolen mail?

A: If you believe that the area where you receive your mail is not a secure place, then please request to "HOLD AT POST OFFICE" when checking out. Your package will be held at your local post office for you to pick up. Because we offer this service free of charge, we will not be held liable for missing/stolen packages after they have been delivered.

 

Q: What is your policy on damaged packages?

A: If your package is damaged, you can either: take the damaged package as well as a printout of your purchase confirmation (will have been emailed to you right after you made the purchase) and request to file an insurance claim for damaged deliveries at your local USPS office.

 

Q: Why does my tracking number say "USPS is awaiting package" even though it's been more than 24 hours?

 

A: Recently, we have seen an increase in the number of customers who are having issues tracking their packages. Often times, their tracking report may read something similar to: "Label created in the system. USPS is awaiting receipt of the package". Unfortunately, we can not force USPS or its employees to do what is expected of them. Properly scanning a tracking barcode throughout the delivery process is one of them. We can promise this: If you receive a shipping confirmation and a tracking number, your order was placed on the mail truck that same day (assuming it was during normal business days and hours, and that we didn't experience the issues noted above.) and your order is on its way.

 

Q: What is "Ship in a sturdier box"?

 

A: In response to the apparent carelessness of the USPS and its employees, we are now offering a shipping option which would allow 5lb orders to be placed in a box, rather than a flat rate envelope. Please be advised, that the protected option may or may not cost more money to ship. These are rates set by shipping calculation software in relation to variables that are out of our control. We do not make a profit by offering the protected shipping option. We are just trying to offer our valued customers better shipping options.

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Owned and Operated by

The Nodding Turtle Family

thenoddingturtlecustomercare@gmail.com

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