🚚 SHIPPING & DELIVERY

• Orders ship in 3–7 business days (Mon–Fri).
• Free U.S. shipping for orders $200+.
• You’ll get tracking the moment your order leaves our warehouse.

Risk of Loss (UCC § 2-509 — in plain English)

Once we hand your package to USPS/UPS/FedEx and they scan it in, the carrier is responsible for getting it to you. We’re a small independent brand and can’t absorb carrier mistakes the way big retailers do.

If you want protection until final delivery, please add shipping insurance at checkout.

Sundae School will not be liable for any lost/stolen/damaged shipments that do not have a shipping protection.

If you purchased package protection with your order and your package is lost, you can file a claim here.

📦 PACKAGE PROTECTION

Your package protection covers shipping mishaps caused by carriers during transit. It is added to all orders by default, but you may remove it on the cart page before checkout. Please note that once it is removed, we're unable to assist with any shipping-related issues.

Your package protection also includes a free return label, meaning the cost of the return shipping is covered if you choose to return or exchange your order. However, it does not cover restocking fees charged by our third-party warehouse, as these are not related to shipping mishaps.

If your package is lost and you purchased Package Protection with your order, please file a lost package claim here.

🧾 RETURNS & EXCHANGES

We accept returns & exchanges, but please review our store policy before you proceed!

What we accept:

• Unworn, unwashed, undamaged items

• Returns & Exchanges within 14 days of delivery

Click here to initiate a return & exchange! 

*Please note that your item will be refunded to your original payment method or as store credit if your exchange item becomes unavailable. Before initiating an exchange, please review our refund policy below to see whether your order is eligible for a refund to your original payment method.

PLEASE READ!!!! 

To stay afloat as a tiny team, we follow this rule consistently:

If you used a discount code, preorder code, or bought during a sale/markdown → your return will be issued as STORE CREDIT ONLY.

This applies to any discount code including preorder codes, seasonal sales, etc, except for our first time customer welcome code. 

Item purchased with a 30% + discount or markdown, as well as underwear, swimwear, socks, face masks, hats and accessories, are final sale and cannot be returned or exchanged.

Refunds to the original payment method are ONLY for full-price, non-discounted items.

And all of our exchange & return fee includes:

• 5% restocking fee

• return shipping

• non-refundable original shipping

Restocking Fee (5%) covers inspection, re-packaging, and re-shelving required by our third-party warehouse, and is not covered by the package protection.

Refunds are issued after the item arrives and passes inspection. Original shipping fees are non-refundable. Refunds to the original payment method incur the return-shipping and restocking fee; store-credit refunds incur fewer fees.

If your item doesn’t meet these criteria, you can reclaim at your expense, within 30 days of delivery of your return to our warehouse. After 30 days, unclaimed items will be discarded responsibly. 

Final Sale:

Items marked as final sale, items purchased with 30% + discount or markdown, underwear, swimwear, socks, masks, hats, accessories.

Not accepted:

• Items marked as final sale
• Items showing any sign of wear (makeup, deodorant, perfume, wear, hair or damage, etc). Any item that is not in the original condition.

If the item doesn't pass our inspection, the item will be returned to you at additional shipping cost and processing fee charged by our third party warehouse.

Start a return or exchange → RETURN PORTAL

🕵️ LOST, STOLEN, OR MISSING PACKAGES

If you purchased package protection with your order and your package is lost, you can file a claim here.

If a package is marked Delivered but you can’t find it, please contact the carrier to file a claim. Under UCC § 2-509 and § 2-510, risk of loss transfers to the buyer once the carrier receives the package.

We cannot refund, replace, or reship orders marked as delivered.

If a package is lost before delivery (no delivery scan), contact the carrier to start an investigation — we will support with documentation.

Undeliverable packages (wrong address, unclaimed, refused) require re-shipping fees.

If you purchased package protection with your order and your package is lost, you can file a claim here.

📬 Need help?

Return / Exchange portal: [link]

Email: counselor@sundae.school

Hours: Mon–Fri, 10 AM – 4:20 PM PST

Thanks for supporting a tiny team doing our best to serve you transparently.