Shop Policies & FAQs
Below you will find important shop updates and policies.

GETTING STARTED

CUSTOMER CARE

Our current production model is handmade to order. After an order has been placed on our site it goes into our production queue to be created, packaged, and shipped. At this time we DO NOT offer any ready to ship products.

Please verify that your address is correct at checkout. We do not provide refunds or re-shipment of orders where the address was input incorrectly.

If you have any questions prior to/or after placing an order please feel free to contact us via the form on our contact page. We generally reply within 24-48 business hours, we DO NOT reply to emails on Saturdays, Sundays or Holidays, as we are closed. Nor do we reply to order inquiries sent to us via our social media platforms. If you have an issue with your order please contact us via the contact form on our website or by email at: assist@shantiandco.com.

ORDER PROCESSING

Our processing times are NOT inclusive of shipping as our products are MADE TO ORDER upon purchase and receipt of payment. are as follows:

Standard Production: Our current standard production time is 5-7 business days

Sales + Holiday Production: Our current production time during sales and holidays is 7-14 business days 

Delays & Pre-Orders: If a product that you order has an unexpected delay we will notify you via email within a timely manner. If a prodcut that you order is listed as a pre-order/pre-sale, your order will be processed by the launch date specified on the product page.

NOTE: processing times are NOT inclusive of shipping as our products are MADE TO ORDER upon purchase and receipt of payment.

SHIPPING & HANDLING

Our shipping times are estimations based on our shipping partners (USPS, UPS, and FEDEX) during the non-holiday season, please give your order at least 10 business days to arrive after shipping.

Standard Shipping Times: Our standard shipping times are approximately 3-7 business days excluding pre-sales, sales, and holidays. All orders include a tracking number.

Holiday/Sale Shipping Times: Our shipping times for orders placed during a sales including holidays is 7-14 business days, excluding pre-orders. 

Pre-Orders Shipping Times: Our shipping time pre-orders will be specified on the listing unless otherwise stated.

Custom Orders Shipping Times: Our shipping times for custom orders varies and will be specified on individual custom orders.

Partner Manufacturer: Our shipping times that ship from our partner manufacturers  is approximately 7-14 busines days.  

NOTE: Some of your items may ship separately so it’s possible that you may receive more than one tracking number. However, you will only pay for shipping once based on your entire order.

DELIVERY ISSUES

Delivery Issues: Please check your tracking number for updates on delivery. If your tracking says Delivered, but you have not received it, contact your local USPS office, and open a missing package case first. Please check with your neighbors and/or leasing office (if you live in an apartment complex) if they may have received on your behalf.

Shipping Damages: Damage or loss incurred during shipment is the delivery company's responsibility. Claims must be properly filed with the delivering carrier. Although the addressee must initiate damage claims against the shipper, we will be happy to assist you.

Lost/Stolen Packages: We are not responsible for lost or stolen packages. Unfortunately, the USPS does lose packages from time to time. Please note, once your shipping confirmation/tracking number is sent to you, we no longer have it in our possession, and we have no influence as to what happens after it makes it to the post office. We reserve the right to determine when/if an order will be re-sent depending on the circumstances and size of the order.

RETURNS / EXCHANGES

At SHANTI & CO., the health and wellbeing of our community is our top priority. Due to the escalation of the COVID-19 pandemic, product returns and exchanges have been suspended and sales are final. We kindly ask that you make your product selection carefully. For assistance making the best selection for your needs, please send us a message via our contact form >>> here

If you discover any errors or issues with your order OR if your order was damaged en-route please contact us via email at: assist@shantiandco.com within 5 days of receiving your order, we will review and make it right.

FAQs

I've sent more than one email but haven't received a response. Why hasn't anyone responded?

Thanks so much for taking the time out of your day to reach out to us, we do our best to respond to each email within 48 business hours. Sometimes emails are inadvertently missed or bounce back to sender. Should this happen our commitment to address your concern as soon as we receive it will be prioritized.

An item I want is currently out of stock. When will it be restocked?

Our products are handmade to order with small runs based on the availability of supplies from our vendors. If a product is out of stock on our site we will provide updates should it becomes available again.

I received a shipping notification, but when I click the link I am not able to track my package. Did you really ship my order?

When you receive your notification it means that your order has been packaged and ready to be picked up by our shipping partners. It usually takes 24-48 business hours for our shipping partners to scan and show the movement of your package on their website.

What do I do if my order shipped, but I never received it?

If your tracking number says “delivered” or “out for delivery” but you haven’t received your package, please contact your local USPS office. We are not responsible for lost or stolen packages.

How is shipping calculated?

ALL orders are subject to applicable shipping charges, no matter the quantity requested. Shipping is calculated based on courier rates and weight of items.

I received my order but don't like it, can I return/exchange it?

Unfortunately, since our products are made to order, we have a modified return/exchange policy referenced above.

Do you ship internationally?

Unfortunately at this time we DO NOT ship internatiinternationally.