🚚 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 POLICY
As a tiny team, we appreciate your support! To keep our business running smoothly, please carefully review our return and exchange guidelines below before proceeding.
The Golden Rule for All Returns: To be accepted, items must be unworn, unwashed, and undamaged (in their original condition). Returns and exchanges must be initiated within 14 days of delivery and shipped back within 14 days of creating the return.
✅ Eligible for Original Payment Method
Refunds to your original payment method are strictly reserved for:
Note: Original payment refunds will incur a return shipping fee and a 5% restocking fee. Original shipping charges are non-refundable.
💳 Eligible for Store Credit Only
To stay afloat as a small business, the following items qualify for store credit only (which incurs fewer fees for you!):
-
Items purchased with a discount code (excluding the welcome code).
-
Items purchased with a preorder code.
-
Items bought during a seasonal sale or markdown (under 30% off).
-
Orders where an exchange was requested, but the requested item has become unavailable.
🚫 Not Eligible (Final Sale)
We cannot accept returns or exchanges for the following:
-
Deep Discounts: Any item purchased with a 30%+ discount or markdown.
-
Specific Categories: Underwear, swimwear, socks, face masks, hats, and accessories.
-
Final Sale: Any item explicitly marked as "Final Sale."
-
Damaged/Worn Items: Items showing any signs of wear (makeup, deodorant, perfume, pet hair, human hair, or damage).
📦 Fees & Processing Details
-
Fees: All returns and exchanges are subject to the cost of return shipping, non-refundable original shipping, and a 5% restocking fee.
-
Why a restocking fee? This 5% fee covers the inspection, re-packaging, and re-shelving required by our third-party warehouse. Please note: this fee is not covered by package protection.
-
Inspection Timeline: Once your return arrives at our third-party warehouse, please allow 3-7 business days for inspection. Once it passes, your refund or exchange will be processed automatically.
-
Rejected Returns: If your item does not pass our condition inspection, it will not be accepted. You may request to have the rejected item shipped back to you at your own expense within 30 days of the rejection notice. Unclaimed items after 30 days will be responsibly discarded.
Ready to get started? Click here to access our 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.
