Please note that due to covid-19, Postal Services are experiencing some difficulties. In this regard, the delivery time for some shipment may be delayed in transit.
Table of contents
- Processing and delivery time
- Returns and Refunds
- Delivery method
- Delays in delivery time
- If your order was not delivered on time
- Terms of exchange or return of the product
- Tracking information
Processing and delivery time
We deliver our products worldwide. Preparation time for shipping shungite products are 1-5 working days from receipt of payment. If it takes longer to make your order we will notify you and you can decide to wait or cancel your order and get refund the money in full. If you have any problems or questions about payment or shipping, please Contact Us. ←(click)
We offer our customers three delivery options. You can see all these options in your shopping cart.
1) This is the standard of Russian Post. (Economical shipping method, but the delivery time can be from 16 to 60 days or more)
2) Delivery via UPS to our transit warehouse in the USA, then via USPS to your door. (Total Delivery time is about 10-25 days, the probability of delay is minimal)
3) The fastest option is Express (It is about 5-15 days to your door via UPS or FedEx)
Usually the delivery time via Russian Post for EU countries and the UK is about 12-25 days. For the United States and Canada about 16-40 days. For Australia and New Zealand about 30-60 days. Please note that these terms are approximate, sometimes the delivery time may be longer. If you want to receive your order as soon as possible, we recommend that you choose Express delivery method. Delivery time to your door is about 5-15 to all countries. Travel delays are highly unlikely.
Usually, we respond to your emails within 1 day. If you have not received a reply from us, please check the correctness of your e-mail address, as well as the “Spam” folder in your e-mail box. If necessary, resend us another message.
Returns and Refunds
In accordance with the legislation of Russia on consumer rights – the Law of the Russian Federation of 07.02.1992 N 2300-1 (ed. of 31.07.2020) “on consumer rights protection”. The buyer can return the product within 14 days from the moment the product was received by you. The consumer has the right to exchange a non-food product of proper quality within fourteen days, not counting the day of its purchase. The consumer’s Request for a refund of the amount of money paid for the specified product is subject to satisfaction within three days from the date of return of the specified product. The cost of return delivery is paid by the buyer.
All our goods we send by Airmail. We offer two delivery options. It’s “Russian Post Standard” and “Express UPS”. “Standard” method is the best option in terms of price and time. Usually the delivery time of our goods takes from 12 to 60 days. In some cases, this time may be longer, it depends to the specifics works of the customs and postal services. There may be additional checks and failures in the custom and postal services. Also, the duration of delivery time depends on the distance of your country from Russia. If you want to reduce the delivery time, choose “Express UPS”. Usually the delivery time takes from 10 to 15 days.
Delays in delivery time
Please note that the specified time period is not a guaranteed delivery time. This time may be longer due to the impact of various factors and the specifics of the postal and customs services. In addition, at the postal and customs service are people work in this regard are not excluded – human errors, which can increase the delivery time. Also, adversely weather conditions and other unforeseen situations are also possible.
For example, a similar situation happened on March 8, 2019, when several of our goods left the territory of Russia and went to the United States. Only, April 20!!!, it has been reported that these goods arrived in the United States. So, 42 days was no update information about the location of those items. Many of our customers were excited and concerned about this situation. Russian post support did not provide us with any clear explanation as to why these items were delayed in transit. We noticed that such delays happen on the eve of holidays. March 8 is a holiday – international women’s day.
In addition, in March 2020, the Russian Post had major problems (covid-19) and many goods from Russia were delayed in transit. The total delivery time was approximately 60-130 days. But such failures are extremely rare.
We remind you that all our products we send to our customers only by air mail, but still the delivery time for Russian Post Shipment sometimes varies greatly.
Please pay attention! We can not influence the efficiency and specificity of the Postal and Customs services. We understand the excitement of our customers when their order is delayed in transit. In turn, we ask our customers to understand us in this situation, because to date, International shipments from Russia are possible only through the Transport company – Russian Post (Whose efficiency, stability and quality of work leaves much to be desired) or DHL (this is an extremely expensive, but fast delivery method, the shipping price starts from $ 130). For all our customers, we send a message which indicates the track number to track their parcel. If you do not receive this message, please check your emal “Spam” folder or contact us. If you have not received your order after 60 days (for standard mail) and 15 days (for Express UPS) please let us know. In these cases, we send a special application for search of postal items to the special service of the Russian Post. The period of consideration of applications for search by international mail can be from 30 to 90 days in accordance with the world postal Convention (Doha, 2012).
If your order was not delivered on time
We understand that it is a very long time to wait for the results of the decision.
If you have not received your order within 90 days (and the information on the location of your order does not change for a long time), we suggest you to contact PayPal service and open a case – the goods have not been received, but you are ready to pay for this order as soon as it is delivered to you. On our part, we will ask PayPal to return the money to you before the results of the verification of our application for the location of your parcel will be known.
We want to give our customers the best service, but unfortunately there are situations that do not depend on us with you and that we can not influence. We want our shipping policy to be completely transparent to our customers, so we have made this description as detailed as possible.
Terms of exchange or return of the product
You can always be sure that you will receive a refund or a new shungite products if your parcel was lost in transit or if you are unable to receive your order for reasons that don’t depend on you. Please note, that if your order was delivered but was not received for reasons that depended on you. You are also entitled to a refund, but the shipping cost in this case is not refundable. Also in this case, a Commission of 5% of the cost of your order, but not less than 5 US dollars will be charged. These fees will be used to compensate for packaging materials and handling work.
Please note, all our items are visually inspected for presence of defects before they will be packed. We use safe soft packaging for all our products. If you receive a damaged item, you can return the item back and refund of the cost of your order. But the shipping cost is non-refundable.
Please note that in this case the postage for the return shipment of the goods is paid by the buyer. Also, you can write to us to resolve the issue of partial compensation for the cost of the goods. To do this, you need to send photos of the packaging of the goods where you can see the track number, as well as photos of the damaged goods.
After your order is shipped, you will receive a message from us where the track number of your parcel will be specified. You can copy this track number and follow your order on the website of the Russian post – pochta.ru/tracking or on the website of the state postal service of your country. For example, for United States is the website of – usps.com
We provide a tracking number for each shipment. You can track the location of your order on the state website of your country’s postal service. Please note that tracking information for Russian Post may not be available in all countries. For example, the postal service of Canada make a mark only on the arrival order on the territory of Canada. Data on the movement of the order on the territory of Canada are not provided. This is because the nature of the relationship of work Canadian post service and Russian post service. To determine the location of the parcel in Canada is possible only with the help of a special search request.