IMPORTANT FOR ALL CUSTOMERS TO READ FIRST:
First and foremost, we'd like to thank you from the bottom of our hearts for supporting us and our dreams. We run a small operation with only 1 person handling all orders, updates, e-mails, and design while the other sends off shipping. After you've placed an order, please do not e-mail us with questions regarding when/if/how your order has been shipped. All your questions and concerns will hopefully be answered by reading all of the points below. If you placed an order and your payment clears - your order will be shipped, and there is nothing to worry or inquire about. During the Spring through Fall seasons we are often on the road for vending and will send out all of the orders placed once a week. Only in the situation that your delivery takes longer than the estimated timespan we allow (explained below in detail) and you feel that your shipment might be missing or lost, then that would be the appropriate time to inquire about your order.
The e-mails/notifications that you receive from PayPal serve as your payment confirmation. You will also receive a shipment notification with tracking once the shipping labels have been created sent via PayPal to the email address used to purchase the order. Please check your spam folders if you are not seeing this in your inbox.
INT'L CUSTOMERS PLEASE NOTE:
Due to recent changes in select countries, your package may seem to take quite some time to arrive. Please understand this delay is completely and 100% out of our control. In MOST circumstances, the packages arrive in a timely fashion with no issues. We will notify a customer immediately if we received a returned package. Please read below, under Shipping Terms, for normal delivery times.
CUSTOMER ADDRESS (VERY IMPORTANT):
Please make sure the shipping address you have provided into your PayPal account is 100% correct and that IT IS YOUR CURRENT ADDRESS. Please do not contact us asking to ship to an alternate address. As per PayPal's policy, we are ONLY permitted to ship to the address provided in your PayPal account. PLEASE VERIFY THAT EVERYTHING IS CORRECT IN YOUR PAYPAL ACCOUNT BEFORE SUBMITTING THE FINAL PAYMENT. If you provide an incorrect or old address with your order and the package ends up being returned to us, you will be responsible for a re-shipping fee to have the package re-shipped to your updated/correct address, as the incorrect address would not be our fault - we simply print labels showing the EXACT address you provide. If the package ends up lost, damaged or stolen in transit as a result of an incorrect address provided by the customer, we cannot provide a replacement or refund.
• We accept PayPal and debit/credit card (through PayPal's service).
• Your order will be processed (in maximum 5 working days) and shipped after payment.
• We use USPS as our main shipping carrier.
• Tracking is available for all domestic US orders at no extra cost and will be sent once a shipping label is created within PayPal. Please check your inbox for notifications from PayPal, not specially from Pineal Paradise. Int'l orders are shipped via Air Mail with limited tracking and a postmarked customs form.
• After the package has left our facility, for US customers, it normally takes about 7-10 business days for the shipment to arrive at your address by US Postal Service. Canadian customers can expect 14-18 days in most circumstances. Europe, Australia and other int'l countries will take 15-25 days. Some other areas/countries will sometimes take a little longer, depending on that particular country's customs service.
• We are not responsible for customs duties, taxes, fees, or delays out of our control.
• If you are not fully satisfied with your purchase because you feel the item is not what was described, or pictured please contact us immediately before filing a dispute case with PayPal. We will work to resolve your concerns.
• This return policy does not apply if it is related to the buyer's mistakes: wrong item purchased, wrong address provided, etc.
• Wrong sizes can be returned for Store Credit. Please be sure to check our Size Charts posted here.
• Item must be returned within 30 days of purchase.
• Item must be in pristine condition.
• Item must be exchanged within 30 days of purchase.
• Exchange is only for equal or lesser value.
• Exchange is by our discretion only.
Thank you for the support and understanding!