Delivery policy

Last update: 22/5/2019

SECTION 1. General Information
All orders are subject to product availability. If an item is not in stock at the time you place your order and it is not indicated in the web shop that the product is on back-order, we will notify you and refund you the total amount of your order, using the original method of payment.
When you order a product that is indicated in the web shop as being on back-order we will notify you of the expected delivery time upon which you can decide to cancel or maintain your order.

SECTION 2. Delivery Location
Items offered on our website are available for delivery worldwide, subject to importation requirements of your country (see 9).

SECTION 3. Processing time
When you have an urgent order, please contact us. In most cases we are able to provide you with a custom express delivery option.
All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

SECTION 4. Delivery Time
When you have an urgent order, please contact us. In most cases we are able to provide you with a custom express delivery option.
Indicated delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.

Please note we do not ship on Saturday and Sunday and official holidays.

Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered. Products may also be delivered in separate shipments.

SECTION 5. Delivery Instructions
If you have any special delivery instructions such as knock on a specific door at your address please indicate them during your check-out process. In case forgotten please email us within 12 hours after placing your order so that we may try to relay the instructions to the courier company.

SECTION 6. Maximum weight per order
We can ship any quantity. However, the shipping options presented on the website cannot ship more than 20kg. As such for any order exceeding that amount please contact us for a custom shipping quote.

SECTION 7. Shipping Costs
Shipping costs are based on the weight of your order and the delivery method. To find out how much your order will cost, simple add the items you would like to purchase to your cart, and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed.
For orders exceeding 20kg please ask for a quote or email us for a custom shipping arrangement.
Sales tax is charged according to the province or territory to which the item is shipped.

SECTION 8. Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

SECTION 9. Importation documents
Please note that we are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Most countries do not have specific importation requirements for shea butter. However in case that any additional documentation is required for importation please inform us so that we can see if and how we arrange that for you.

If shipments are held at the border subject to provision of further documentation please inform us. We will make every effort to support the release of your shipment. In case of any charges for this we will inform you.

SECTION 10. Damaged Items in Transport
We are not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

For returns please review our returns policy.

SECTION 11. Questions
If you have any questions about the delivery and shipment or your order, please contact us at info@caiosheabutter.com.