FAQ's
Q: When will I receive my package?
A: Unless stated otherwise, all products are made-to-order. This means the product will be hand-made one at a time once the order is placed. Because these are made by hand you can expect anywhere from 2-8 weeks turn around time. Since some times are busier than others I will always have a more realistic wait time listed on the home page of my website. If for whatever reason I am unable to meed that timeframe, I will reach out to you via email to keep you in the loop and find out how you'd like to proceed. Once your order is fulfilled you will receive an email that includes your USPS tracking information!
Q: Do you offer free shipping?
A: I do!! Orders shipping in the USA get free shipping if you spend $75 (before taxes) or over.
Q: Do you ship internationally?
A: As of now we ship anywhere in the US and Canada. If shipping to Canada, most orders will ship USPS/Canada Post or UPS.
Q: How will Jordan Valley manage duties and incoterms when shipping to Canada?
A: Jordan Valley will be following DAP (also called DDU) incoterm. DAP stands for Delivered at place (or delivered duty unpaid). This means that Jordan Valley is only responsible for shipping the product, and that the customer is responsible for paying any import costs to the shipping carrier. This includes duties, import taxes, or brokerage/disbursement fees upon delivery. Some shipping carriers charge additional fees for collecting duties upon delivery if the duties haven't been paid in advance.
Q: What is your return policy?
A: We want you to be happy with your purchase! If for whatever reason you decided you are not in love with your new item, we would be happy to discuss the return and refund of said item(s)! First you will need to email "Karley" at jordanvalleydesigns@gmail.com and include your name, order number, and a message as to what is happening. Together we can find out what the issue is and what the best course of action will be to getting the return and refund process started.
It is important to note that refund requests must be made within 30 days of delivery date. Refunds will only be issued if the original item with ALL original shipping contents are included in the return, this includes any tags, packing slips, and any other shipping contents. Items must be received in the same condition they were delivered in. For example if you are returning your item because you do not like it, the item returned must be received in exact condition it was shipped. If you are returning an item because it broke in transit, please document the package with pictures/video of any/all damaged parts. Include this documentation in your refund/replace request.
Since refund/returns can be a case by case situation, it is always best to email me at the above email to start a discussion on what steps to follow next.