Shipping
I ship all orders from Rowlett, TX to customers in the USA, Canada, and UK. Your order will ship within 2 business days of confirmed payment. Special requests and custom orders may take longer to prepare, in which case you will receive an estimated processing time with your invoice. Standard shipping is via USPS Ground Advantage, which includes tracking and insurance. Customers are responsible for providing a valid delivery address and a secure location for postal workers to leave the package(s) to be delivered.
Sales Tax
Taxes may be applicable at checkout. I am required to collect sales tax for all orders placed by Texas customers. Customers in all other states may be required to pay taxes directly to their state or local tax authority.
Customs and import taxes
International (non-USA) buyers are responsible for any customs and import taxes that may apply. Delays due to customs are not the responsibility of this shop.
Payment
Payment for orders is processed through Pay Pal, which keeps your payment information secure. My shop never receives your credit card information.
Cancellation
I accept cancellations. Please contact me before your items ship if you need to cancel your order. Orders that have already shipped cannot be cancelled.
Returns
I accept returns within 30 days of delivery for all items except earrings, earring findings, and personalized orders. Buyer is responsible for return shipping costs and any loss in value if an item isn't returned in original condition (including sealed packaging and/or stock tags).
Refunds
Cancelled orders (see above) are refunded in full immediately upon cancellation via your method of payment. Returned items in their original condition are refunded via your method of payment. Refunds are for the item price (plus sales tax, if applicable) and issued only after the returned package has arrived at my shop and has been inspected. Buyer is responsible for any loss in value for items not returned in original condition. Buyer is responsible for return shipping costs.
Unopened packages returned via "return to sender" or undeliverable mail will be refunded item price only (plus sales tax, if applicable). Original shipping charges will not be refunded.
Missing Packages
I pack all items carefully in boxes and/or mailers that meet postal service guidelines to help prevent losses in transit. Tracking numbers are provided at time of shipping so that you can see where your package is at any time and/or set delivery instructions with your carrier. Buyers are responsible for providing a valid mailing address and a safe delivery location (mail box, front porch, etc.) that is accessible to delivery personnel. Buyers are also responsible for collecting their package promptly from the delivery location.
If tracking on your order states delivered, but the package itself is missing, please contact me at info@coolgiraffe.shop as soon as possible. Ideally, contact me within 24 hours of a missed delivery and include a brief description of your delivery address in your message (house, apartment, business, shared mailbox, etc.), as it is required on the missing mail report I will file on your behalf. Most of the time, this issue is resolved and your package arrives safe and sound. If tracking states delivered and your carrier confirms that the package was delivered to the address on the mailing label, then then you will not receive a refund from either the delivery service or this shop. Contact your credit card issuer and/or property insurance agent for claims information and reporting procedures.
Delivery estimates are determined by the postal/delivery service. I am not responsible for delays due to customs procedures necessary during the transit of international orders.
If it has been 7-60 days (USA) or 30-180 days (international orders) since your package shipped and it has not been delivered, please contact me at info@coolgiraffe.shop. If your carrier classifies the package as lost, you will be issued a full refund. As delivery services routinely recycle tracking numbers, there is a firm deadline of 60 days (USA) and 180 days (International) for reporting a missing package and receiving a refund (if eligible).
Orders Damaged in Transit
If your items arrived damaged, please follow these steps:
1) Do not throw out any part of the packaging!
2) Take pictures of the outside of the package, inside of the package, and everything inside. The items you ordered AND any damage must be clearly visible in the photos.
3) Contact me as soon as possible at info@coolgiraffe.shop, describe all damage in detail, and attach the photos you have taken. I will then file the necessary form(s) with your delivery service.
4) Your delivery service will follow-up with your and may require physical inspection and/or surrender of the damaged package and all of its contents as part of their investigation.
5) Upon the conclusion of your delivery service's investigation, your order will be refunded in full if damage is confirmed to have occurred in transit.
6) If your delivery service determines that any/all damage occurred after delivery and not as result of their actions, then you will not receive a refund from either the delivery service or this shop. Contact your credit card issuer and/or property insurance agent for claims information and reporting procedures.
Privacy Policy
Information I Collect
In ordering through this storefront, you authorize Pay Pal (my payment processor) to provide me with information needed to fulfill your order, such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom order, for example), if you contact me directly.
Why I Need Your Information and How I Use It
I rely on a number of legal bases to collect, use, and share your information, including:
- as needed to provide my services, such as when I use your information to fulfill your order, to settle disputes, or to provide customer support;
- when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list;
- if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
- as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services; and 2) compliance with laws.
Information Sharing and Disclosure
Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:
- Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as USPS and other delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
- Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.
Data Retention
I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period: 4 years.