After Order Info
Thank you again for your order!!
Here are some of our most common questions that get asked after orders, and other important information. Please read before asking questions.
HOW LONG DOES IT TAKE TO SHIP?
We generally ship within 1-2 business days, but on occasion it can take 3-4. Please remember 'we' is just me and my parents helping me out sometimes, I'm not Amazon, so please be kind and patient : )
Shipping times specifically can be found on my Shipping and Returns Policy Page.
DID MY ORDER SHIP?
If you received a shipping confirmation e-mail with tracking, then yes! They are ALWAYS dropped off within 24 hours of that e-mail being sent. Please allow 1-3 days for it to update.
Sometimes USPS does not scan at every stop. I've had packages take up to 8 weeks. I am so sorry, but there is nothing I can do once I drop it off! If you have received tracking info, I PROMISE your order is on the way as far as me dropping it off. This includes packages that are marked as 'pre-shipment' on the USPS tracking.
If you have NOT received an shipping e-mail with tracking, then your order has not shipped yet.
We generally ship within 1-2 business days, but on occasion can take 3-4. If you had a 'hold box' note in your order, your order will ship in two weeks (or 4 if outside the US) unless you place a new order, or you let me know before that. Please check your order confirmation e-mail to see if it has order notes that you input.
**There are times when your order will be placed on hold pending required additional information. If your order has not shipped after 3-4 business days, please check your e-mail (and spam folder) for an e-mail from us.
MY TRACKING HASN'T UPDATED, CAN YOU HELP?
Unfortunately I receive the SAME exact tracking info, nothing more. They don't even give me anyone to contact. Once it leaves my hands, it is up to Australia Post or Aramex. If your tracking hasn't updated in some time, I suggest taking your tracking number to your local post. They may be able to start a 'find mail' request. You can also do this online. See the bottom of the page for more info.
If your tracking number even just says 'Accepted - Shipment Received, Package Acceptance Pending' - it has 100% guaranteed been dropped off. I do not know why this happens, but you will first want to submit a 'find my package' or start a 'service request' with them. When you write in, note that you are 100% sure it is in their possession... because it is, I promise!
If your tracking never updates after 2-3 weeks, please e-mail me through the contact us page. I know it is hard to wait, but Australia Post will not do anything until at least that time has passed.
MY PACKAGE SAYS 'DELIVERED' BUT I DONT HAVE IT.
Please remember I ship to the address that YOU provide when the order is placed. It is automatically put into the shipping label - I do not manually edit it.
Unfortunately I cannot refund for packages marked as delivered unless you added the Route package protection at checkout.
Please check with your family or neighbours to see if they somehow grabbed it for you first of all. If you have a community package/parcel locker, please double check that the key just didn't make it into your mailbox (talk to your property manager and/or mailman). I suggest talking with your management company either way because I have had customers locate quantities of packages they thought were lost.
Sometimes it says it is delivered, but it will come a day or two later. I've seen it all, but again, I can't do anything. Please remember I cannot control this, and did not cause anything to happen to your package myself.
Most customers have the best luck by visiting their local post office with their tracking number and 99.99% of the time they find it this way. This is the best way to go about finding your package because they are the ones who can speak to the actual mail carrier who supposedly delivered it. If you can talk with your actual mail carrier directly, that is your best bet as they will know exactly what happened.
Again, unfortunately I cannot refund for packages marked as delivered - Please try to remember I am a one person business. I ship to the information you provide when the order is placed. I cannot control how your package is handled or delivered, where you live, etc. I can't control the entire postal system, your mail person or thieves. It is unfair to blame me. And sadly I have had people fraudulently state they did not receive something when they in fact did (and posted on social media).
You MAY pay to add a delivery signature (which I suggest if you live in an apartment or area with foot traffic, or where your packages are visible), but that will be your responsibility. Please let me know if you want this service added prior to checking out.
MY PACKAGESAYS 'AVAILABLE FOR PICK UP AT POST OFFICE' BUT I USED MY HOME ADDRESS?
This is a rare one for me, but if you see that somehow the package was 'out for delivery' but then changed to 'available for pickup at post office', a couple things could have happened. They could have forgotten to deliver it, it could have ended up on the wrong truck/route, or they did not feel it was safe to leave the package.
If you click on the tracking link from your e-mail (or copy and paste the number) and go to your tracking on the actual website, you will see a 'request a redelivery' button just under the tracking number. Hopefully this will get it delivered. Otherwise you may have to go to the post office with photo ID, tracking number, and bill or mail with your name and address to pick it up.
Please know I have no control of this happening. I ship to the address you provide to me, so I don't make any special 'pick up' requests.
I DIDN'T RECEIVE THE ___ ITEM FROM MY ORDER?
Please check your boxes carefully, as sometimes small items can hide in the paper shred or slide down to the bottom. I promise it is there! On the extremely rare occasion it is not, see below.
I CHECKED THE BOX REALLY WELL, 3 TIMES, AND INDIDNT GET ___.
I'm so so sorry! I keep all orders separate to avoid this, but I am human. If you really are missing something, please respond to your order confirmation e-mail and let me know what is missing and include any applicable photos. Please do not DM on Instagram. This gives me all the information I need to see what happened and I so I can check the claim photos and packing videos before getting back to you. You must contact me within 3 DAYS of the delivery date.
WHAT DID I ORDER? I CANT SEE ITEMS FROM AN INSTAGRAM SALE.
Actually you can! If you go to your order confirmation e-mail, click on your custom listing item name (aka 'Due 5/3 @username), it will show you the list of your items in the product description. If you paid with a Payment Plan, you will need to have screenshotted your list before checkout. These are only available for 3 months after you order. If you'd like to keep a record for longer, please screenshot.
WHAT ARE THE FREE CRYSTALS I RECEIVED IN MY ORDER?
There is a full list and photos of the possible free crystal stone selection available on the website crystal index page. Every time I add a new crystal to the mix, I add it to the crystal identifier site! There will be a crystal card in there for what it/them are :)
WHAT IS THE WOOD STICK OR INCENSE STIK IN MY ORDER?
The wood stick is Palo Santo! The incense stick will be labelled. They are meant to help cleanse your pieces or home if you think it needs. Just light it on fire for a few seconds and then blow it out and allow the smoke to flow over your crystals or in your space. Please be careful, and open windows as well!