Shipping policy
Overview
At Bitsy Zoo, we are committed to ensuring reliable and timely delivery of your orders through our trusted carrier, the United States Postal Service (USPS). This Shipping Policy outlines our shipping methods, delivery expectations, and procedures for handling delays, lost packages, and claims. Please review this policy carefully before placing your order.
Please Note: Once the package is handed off to USPS, it is out of our control. We are here to support you through any unfortunate delivery issues, and will ensure you either receive your items or are refunded in the case of any lost or damaged packages. However, we are subject to USPS timelines and guidelines, which means allowing them a chance to resolve the issue before proceeding with refunds or replacements.
Shipping Methods and Delivery Times
- Carrier: All orders are shipped via USPS (e.g., Ground Advantage or Priority Mail).
- Processing Time: Orders are processed within 1-3 business days before being handed over to USPS.
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Estimated Delivery Times:
- USPS First-Class Mail: 3-6 business days
- USPS Priority Mail: 2-4 business days
- Note: Delivery times are estimates provided by USPS and are not guaranteed. Delays may occur due to factors beyond our control, such as weather, holidays, or USPS operational issues.
Tracking Your Order
- Upon shipment, you will receive a confirmation email with a USPS tracking number.
- Track your package directly at USPS.com or contact us at hello@bitsyzoo.com for assistance.
- We recommend regularly checking your tracking information for the latest delivery updates.
Delayed Packages
- Missing Mail: If the status of your package goes several days without any scanned updates, and it has been 7 days since the package was shipped, it qualifies for a Missing Mail Search under USPS guidelines. We can assist with filing this on your behalf.
- Filing a Claim: If it has been 7 days since the Missing Mail Search started and USPS still has not located your package, it becomes eligible for a claim. Again, we can file this claim on your behalf. In most cases, we work with you directly to refund your order or ship you a new package as soon as the USPS claim is filed. In some cases, we need to wait for USPS to determine the outcome of the claim and provide the resolution only once they've reviewed the claim.
Lost or Damaged Packages
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Filing a Claim:
- If a package is deemed lost or damaged according to USPS current guidelines, it is eligible for a claim.
- If the package arrived damage, please send photos to hello@bitsyzoo.com.
- We will file a claim with USPS on your behalf at your request, in accordance with USPS claim guidelines (available at USPS.com). Note that we are subject to USPS guidelines and cannot file a claim outside of their timeframes.
- Outcome: In most cases, we work with you directly to refund your order or ship you a new package as soon as the USPS claim is filed. In some cases, we need to wait for USPS to determine the outcome of the claim and provide the resolution only once they've reviewed the claim. If the USPS claim is approved, you will receive a full refund or a replacement order. If the claim is denied, no refund or replacement will be issued unless otherwise required by USPS guidelines.
Refunds and Replacements
- Eligibility: Refunds or replacements are issued only for lost or damaged packages, as determined by USPS claim guidelines.
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Refunds Process:
- Refunds will be processed to your original payment method within 3-5 business days. Refunds may take an additional 3-10 business days to reflect in your account, depending on your bank.
- If a replacement is sent and the original package arrives, you must return the original package to us or contact us to arrange payment.
- Important: Refunds or replacements are contingent on USPS claim eligibility and approval. We do not issue refunds for packages that are in transit or delayed but not deemed lost by USPS.
Customer Responsibilities
- Accurate Shipping Information: Ensure your shipping address is complete and correct at checkout. We are not responsible for delays or non-delivery due to incorrect addresses.
- Tracking Updates: Monitor your USPS tracking number and notify us promptly of any issues.
- Package Receipt: If a package is marked as delivered but not received (possibly stolen), we recommend checking with your neighbors and/or waiting a few days for the package to show up. If you know it was stolen, contact USPS and your local authorities.
- Allow Due Process: Once the package is handed off to USPS, it is out of our control. We are here to support you through any unfortunate delivery issues, and will ensure you either receive your items or are refunded in the case of any lost or damaged packages. However, we are subject to USPS timelines and guidelines, which means allowing them a chance to resolve the issue before proceeding with refunds or replacements.