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Shipping Policy

ONCE YOU ASK US TO PROCESS YOUR ORDER, YOU AGREE TO ALL THE TERMS OUTLINED IN OUR "TERMS AND CONDITIONS" and "SHIPPING POLICIES" SECTIONS. DELIVERY TIME:

Most orders shipped via USPS or FedEx Ground will be delivered 7 to 10 business days from ship date. The ship date is 5 to 7 business days from the order date. No orders are shipped onMonday, Saturday or Sunday. FedEx will email your tracking information once we create your shipping label on the shipping day. A signature is required for all delivery.  If you cannot be available for a signature please use an alternate address where someone is available to sign for your shipment. Local pickups are not offered.

INTERNATIONAL CUSTOMERS:
Please note that we do not offer shipping outside the united states or its territories.

ADDRESS PROBLEMS:
If an order ships to the wrong address because of customer error, we may be able to have the carrier reroute the shipment if we are notified promptly by the customer. There will be a minimum $10 charge for a rerouted shipment and this will be passed on to the customer. If the carrier is not able to reroute the shipment and the customer still wants the order, we'll have to wait for the original package to arrive at our warehouse, affix a corrected label and charge new S&H which will include the carrier's charge for returning the package to us. If the carrier must correct the address, a minimum $10 charge will be applied to the order without previous notice to the customer. The customer is responsible for providing correct and clear shipping information. The easiest way to order on our site and to avoid entering wrong information or misspellings is by creating an account. Once an account is created with correct information, the only other information the customer must enter for future orders is the payment information. Our system retains shipping and billing information. No payment information is retained or stored. Our site is completely secure, we do not sell or share our customer's information.

COMMERCIAL OR RESIDENTIAL ADDRESS? All our contiguous U.S. shipments are classified as residential unless you select commercial address while entering billing and shipping address. In general, a residential location is a location where one or more people live, and a commercial location is a location with only a business purpose. This means that FedEx considers a business run out of a home to be a Residential location. For specific examples of what FedEx considers to be a commercial vs. a residential location, please visit www.FedEx.com. Please remeber a signature will be required for bothe commercial and residential deliveries.

DAMAGED SHIPMENTS, MISSING/WRONG ITEMS, WRONG ZIP, ETC.:
If the carrier delivers a parcel which is visibly damaged, crushed or wet, we suggest the delivery be refused. If upon delivery damaged items are found inside a box which appeared undamaged, we request that we be notified orders@sheabutterstore.com and that the carrier also be notified of the damage; the carrier may ask the customer to keep the box and the contents intact in case they wish to conduct an inspection. Email notification of damages works better for us and the customer will have a written record. Customer should email orders@sheabutterstore.com Failure notify us within 24 hours of receipt of a damaged shipment will void any claims made by the customer. We will do our best to ship promptly whatever was damaged in transit; however, we will not be able to replace damaged items via air services. If an item is missing from a shipment or if we sent the wrong item/size/etc., we ask to be notified within 48 hours of receipt of the shipment. We will not accept damaged/missing/wrong item reports once the 48 hours are up. We reserve the right to issue a credit for any missing items.

HANDLING CHARGES:
None of our shipments shipments have a handling charge built into the S&H quote provided by our commerce software or shopping cart.

LOST SHIPMENTS, FedEx:
As soon as we're informed that a shipment could be lost or has not been delivered by the carrier as agreed, we will proceed to contact the carrier who will place a tracer on the package. The carrier asks that we allow 7 business days for a tracer to be completed. On numerous occasions a package has turned up before the 7 days. Otherwise, we will wait 7 business days for the tracer to be completed before we replace the lost shipment. Please be advised that we cannot replace a lost shipment using air service unless the carrier authorizes us to process this type of shipment at its expense. We did not lose or mis-deliver the parcel, the carrier did. All our shipments are insured.

MAIL SHIPMENTS, U.S. NON-MAINLAND SHIPMENTS & APO's:
USPS has caused too many problems and losses for us in 2012. We're very sorry for having made this decision, but it's in the best interest of our company to stop using USPS at this time. Please do not ask us to use USPS for your POSTAL TRACKING: Please keep in mind that the tracking service offered by the U.S. Postal Service is highly incompetent, most of the time it will not provide any tracking at all or may only say the label was prepared but no other information was provided. There's nothing we can do about this. If you're not happy with the postal service, please select UPS for your shipment.

PRECAUTIONS:
We will not be responsible for any empty or filled bottle which breaks, leaks, or is spilled after receipt. We recommend that none of our products be left in a hot car or in the sun as they will affected.

PROCESSING TIME:
Please read the paragraph titled "Delivery Time" which appears at the beginning of this Shipping section. Please understand how we log in and process orders. We strive to ship within 5 business days of an order being logged into our system. However, as mentioned two paragraphs below, our turnaround time may increase or decrease based on order volume and time of year. Orders are logged in the next business day after they're placed. Orders received on Fridays, holidays or weekends are logged in the next business day. There are times when order processing may be additionally delayed due to an extremely high volume of orders, to holidays or to weather conditions; we appreciate your understanding when this occurs. During very heavy periods, such as Mother's Day, Valentine"s day, Thanksgiving, Christmas, the months of November thru December, as well as when we close during holidays, customers must allow additional days for an order to be processed and shipped; please plan your orders accordingly. We do not offer Rush service. Please remember that you must allow time-in-transit for an order to reach you, we're located in Baltimore MD zip code 21213. You will find time-in-transit information by clicking on the time-in-transit FedEx Ground map. Please do not wait until the last minute to place your order, please plan your purchases so you will not be disappointed should a delay occur in order processing or if an item is out of stock.

PUERTO RICO SHIPMENTS:
It is imperative that you supply us with the "urbanizacion" for all street addresses in Puerto Rico (PR); otherwise, we will not be able to create your USPS label online if you choose postal service as your shipping method. If we are unable to create the USPS label online. Even with an "urbanizacion" many times it is impossible to complete the label online for PR and the shipment must be taken in person to the post office. We would prefer that you provide us with a p. o. box where to ship, you can include the p.o. box information in the Notes section of our order form since our system will not allow a p.o. box in the shipping section. Please provide a correct email address with your order and be sure to check your emails daily until your shipment arrives. Email is the only method through which we'll contact you.

REFUSED SHIPMENTS:
Should delivery of a shipment be refused for any reason not authorized by us, these are the charges you will face: (1) Order cancellation fee of $10.00 for any returned/refused shipment. (2) Whatever the carrier charges for returning the refused shipment to us.

REDUCED FLAT RATE S&H:
This rate is $7.50 and will be offered only to Fedex shipments within the contiguous U.S. Please be aware of this before you proceed with the order and do NOT enter a p.o. box in the shipping address section of the order form, a street address is required for all contiguous U.S. shipments. The majority of our shipments ship via FedEx Ground and require a street address. 

REROUTED SHIPMENTS:
If the customer asks the carrier to re-route a shipment to an address other than the one which appears on the original order, the customer's credit card will be charged a minimum of $10 per re-routing. If you paid with PayPal we'll ask you to disburse the additional funds due. If the package requires a signature upon delivery and the customer asks the carrier to re-route the package so he/she can sign for it elsewhere, this is a re-routed shipment and the customer will be charged for this service.

RETURNED ORDERS:
Shipments returned to us by the carrier for any reason that’s not the fault of Camden-Grey will remain unopened for up to 30 days at our warehouse until the customer contacts us and makes new delivery arrangements. The customer will also be responsible for return shipping costs to us by the carrier. As posted throughout our site and as the customer was informed during checkout, we do not accept/allow cancellations; therefore, a returned order will not be cancelled and will remain at our warehouse until the customer contacts us. After 30 days of the parcel being held at our warehouse, we will dismantle the shipment and mark the invoice “closed”. A refund will not be issued under this scenario.

SHIPPING CHARGES:
Shipping charges are never refundable. The shopping cart provides the customer with a very accurate estimate of these charges. If you paid with PayPal, we will ask you to disburse the balance before we ship. We will not accept a cancellation for an order already packed because you do not agree with final S&H costs. We do not ship under the customer's FedEx account number, we ship under our own account numbers.

SIGNATURE REQUIREMENTS:
All our shipments are treated as "residential" unless you inform us otherwise. If you conduct business out of your home, this is considered a residential shipment. Shipments to apartments, trailer park lots and similar locations with products valued over $10 (excluding S&H) will require a signature upon delivery. Commercial shipments with products valued over $10 (excluding S&H) will require a signature. If this is an inconvenience if you're not home during the day, perhaps we could ship to your place of business if you will provide this information at the same time you order; please include the name of the business. We reserve the right to require a signature on any shipment regardless of value. And so does the delivery driver.

WRONG ITEMS/WRONG ORDER/WEATHER:
If you receive someone else's order or wrong items with your order, please do not send the shipment back without first contacting us; give us an opportunity to research and reply. Should you decide to ship the items back to us without our authorization, you will assume all responsibilities and expenses related with the return shipment and we won't be able to reimburse shipping charges you may incur. We are not responsible for weather conditions during transit to you which may affect the products you receive or which may cause your shipment to be delayed during transit. If it's freezing outside, some of your products may arrive frozen and you should leave them at room temperature until they have returned to their normal state. If it's very hot outside, some of your products may arrive fully melted. Again, set them in a cool place until they go back to their normal state. Temperature fluctuations while in transit will not affect any of our raw materials.

LOCAL ORDERS:
Pick ups no longer allowed, all orders placed will ship.

ANY OTHER QUESTIONS? Please visit our FAQs. Thanks for visiting us! PLEASE MAKE SURE YOU ALSO REVIEW OUR TERMS AND CONDITIONS. (Rev. 12/31/15