Shop Policies

Please read our policies below carefully before placing an order.

Above all, please remember to be kind and patient as we are a small team doing our best- we are not Amazon :)

While excellent customer service is our goal, we reserve the right to refuse service to anyone, at any time, for any reason. Rude language or behavior, entitlement, and disavowing our policies will not be tolerated.


- SHIPPING -

We are not responsible for any lost, stolen, delayed, or damaged items that occur after your package has been shipped. Should you find your package has been lost or damaged in transit or has been delivered and gone missing, please first contact the carrier to file a claim or see if they can locate the package. Many times the carriers can locate a package if it has gone missing. If you still have trouble, please email us so we may try to help.

METHODS and TRANSIT:

All chose which shipping method best suites there needs at checkout: this is usually UPS Ground, USPS Priority, or First Class.

ORDER PROCESSING TIME:

Please note that order processing time IS NOT the same as the shipping method chosen at checkout. Most orders process to ship within 1-7 of our business days, and in some cases your order may ship the same day! Our business days and hours are Tuesday- Friday, 10 am- 5pm PST. We take all federal bank holidays and the Friday after Thanksgiving off.

Please note that some orders are made-to-order, as we do not always keep stock of all items on hand. Because of this, for all orders please understand it may take up to 10 business days for your order to process to ship. This is in addition to any expedited shipping options purchased at checkout and does not include transit time.

If for some reason an order will take longer than the timeframes above, you will be notified via email. 

EXPEDITED ORDERS:

If your order is urgent, please email us prior to placing your order so we may try to accommodate you. Please include the names and quantities of items, order destination address, and ideal delivery date and we will try to make it happen! Rush fees may apply.

Expedited shipping does not mean it is processed faster. Please allow our typical 1- 10 business days to process an order with expedited shipping.

ORDER TRACKING:

Once your order is packed and a label is created, a confirmation email is automatically sent to the email address you used when placing your order. Please contact buffalosmudge@gmail.com if you need us to resend this email.  

CARRIER TRANSIT TIME:

After your order has been processed at our warehouse, please expect 1- 2 business days for the order to be picked up by the carrier, and then another 1- 8 business days to arrive based on which service is chosen at checkout. 

Shipments are typically sent via the method chosen at checkout- either FedEx, UPS, or USPS. We cannot guarantee the transit time for any package. Please make sure that your correct shipping address is entered at checkout. If the wrong address is entered and your order is returned to us, you will be charged for a second shipment to the correct address. 

ADDITIONAL INSURANCE:

Orders are automatically covered with the shipping insurance defaulted to the carrier chosen. For example, USPS Priority and UPS Ground both automatically cover $100, whereas USPS First Class does not include insurance. If you would like additional insurance, please let us know so we can accommodate you, but know that the customer is responsible for extra insurance charges. In addition, because the listed shipping prices are estimates, if shipping charges were to drastically surpass our estimates, buyer is responsible for the additional charge. 

INTERNATIONAL SHIPPING:

International customers are responsible for paying all customs, duties, and fees, if applicable. 

Please note that due to the nature of our products, many countries will not allow the importing of wood or dried plant materials.

Please be sure that plant-based items are allowed into your country, as we are not responsible for any lost, damaged, or missing items due to customs regulations. We are not responsible for customs delays.  

Because the listed shipping prices are calculated based on estimated weight, if shipping charges were to drastically surpass what is quoted, the buyer is responsible for any additional charges. If this happens we will contact you via email before your order is shipped.

Currently we ship to the USA, UK, Europe, and Canada.

- RETURN POLICY -

Because of the nature of many items, we do not issue refunds unless the wrong items are shipped. We do not issue refunds if you package is lost, stolen, or damaged as shipping insurance cover these issues.

Buffalo Smudge reserves the right to refuse a return or refund request at any time. Please be sure of your order before you place it: be sure to check all measurements, as well as your shipping and billing addresses, and ask any questions you may have prior to purchasing. 

Customized products or orders may not be returned or exchanged. Substitutes for ingredients may be added based on availability. 

DAMAGES:

If you suspect that your order has been damaged during shipping, please take pictures of the shipping box AND the damaged product(s), and email them to buffalosmudge@gmail.com so we may help resolve the issue. Please note that many times filling a claim against the shipping carrier is responsibility of the recipient, and will often times expedite any insurance payouts. 

ORDER CANCELLATIONS:

We can only honor order cancellations within two hours of placing the order, and before it packed and/or marked shipped.

 

- SALES, PROMOTIONS, AND PRICE ADJUSTMENTS -

Any and all discounts, promotions, and sales cannot be applied retroactively or be used for any future purchase.