International Customers Please ReadWe offer 4 shipping methods for our international customers, USPS First Class Mail, Priority Mail and Priority Express Mail and DHL international Express. While First Class mail is the cheapest, please realize that it is also the slowest and most prone to delays. We encourage our International Customers who would like their package delivered in a timely manner with better tracking to choose either DHL, Priority Mail or Priority Express Mail. If you do decide to choose First Class Mail please read below for more information on how long it might take to arrive.
***PLEASE NOTE***International Customers are Responsible for all Customs, Duty & Taxes charged by their CountryYour parcel will most likely be subject to customs, duties and VAT taxes imposed by your county. I have found that these charges can sometimes up to 30% of the products value. The regulations concerning whether or not your order will apply vary and it is the responsibility of the consumer to obtain information concerning these taxes and pay them if necessary. You can usually obtain this information by contacting your postal office or customs office or searching for a customs fee calculator for your country on the internet. Here is one option where you can estimate customs fees like the following one: www.simpleduty.com
First Class Mail International Can Be SlowPlease keep in mind that First Class International orders are set to arrive within the time frame provided by USPS (this can vary by destination but can take anywhere from 2 weeks to over 4 weeks). Although many parcels arrive in a 2 week time frame, there can be delays due to many factors including higher volume of mail, increased security concerns and time to clear customs. If you need your order sooner please upgrade your shipping method to either Priority Mail or Priority Express mail during checkout.
While we are able to insure package going to most countries, the insurance company we use will not insure packages going to some destinations. Per our insurer's policy: Insurance is not available for packages being shipped to: Afghanistan, Angola, Brazil, Bolivia, Burma, Congo, Cuba, Iran, Iraq, Ivory Coast (Cote d'Ivoire), Liberia, Mexico (Truck/rail shipments to and within other than as a connecting conveyance), Nigeria, North Korea, Paraguay, Sierra Leone, Somalia, Sudan, Syria, Venezuela Additionally, coverage is not available to any location that would be in violation of any U.S. economic or trade sanctions including OFAC Restricted Countries. For shipments to Russian and other Commonwealth of Independent States countries (includes Armenia, Azerbaijan, Belarus, Georgia, Kazakhstan, Kyrgyzstan, Moldova, Russia, Russian Federation, Tajikistan, Turkmenistan, Ukraine, and Uzbekistan) coverage ceases upon touchdown of the aircraft at the airport of destination or upon discharge from the overseas vessel at the destination discharge port.
Insurance on International Orders
Priority Mail and Express Mail
Even though USPS quotes 6-10 days for Priority Mail they do not guarantee this delivery time and it could take longer. If you truly need your package in a timely manner I would suggest using Priority Express which is estimated at 3-5 days. Please realize that Paxton Jewelry has no control over the postal services and therefore cannot guarantee arrival dates or give credit for delays in shipping. We will work with you as much as we can to help a package be delivered but once the package enters a foreign country it is very hard for us to to find information on the package or work with the foreign postal service it has been given too. If you order does not arrive within 40 days, we can place a claim with the US Post Office for a lost parcel. Under US Postal regulations, this is the earliest we can ask for a claim inquiry. It can take an additional 30 days for the Post Office to investigate.
We just strated using DHL express for international orders so do not yet know enough to rate their service. It does seem that they are the lowest cost with the best delivery time. They are also a mail service that handles the package from start to finish so we are hoping DHL turns out to be a good opption for international customers.
ReturnsWe offer a 15 day return policy from the time the product is received by the customer. Please contact us to have your return authorized before mailing back your item. Items must be returned in sale-able condition along with any original packaging or accessories. Please Note: We do not refund shipping or international customs charges and the shipping charges for a returned item are the responsibility of the customer. Refunds are usually given within a few days of receiving the returned item but please allow up to 15 days for a refund once you have receive a conformation email that we have received your item. We strongly encourage customers to use a shipping service that has tracking and insurance in case the item is lost during transit. If an item a customer ships back is lost in the mail and the customer did not have insurance on the item, we will not be able to give a refund or exchange. It might be easier for us to generate a return label for you that you can then pay for. Please note that Paxton Jewelry reserves the right to not issue returns, refunds or exchanges on custom made or special order items.
Warranty and RepairWe take pride in our workmanship and offers a 1 year limited warranty against workmanship defects on all buckles, straps and jewelry designs. If you feel your product has a workmanship defect, please notify us and receive a return authorization before sending off your product. We must receive the product back within 10 days of notification of intent to return. The customer is responsible for shipping charges on the returned item both to and from Paxton Jewelry. We also offer repair work on all our products. Please contact us for an estimate on repair cost before sending off your product.
Damaged GoodsIf goods are damaged during shipment by USPS, save the item, the box and all packing material. Notify us and we will place a claim with the carrier. You may have to allow a carrier representative access to inspect the damaged merchandise and packaging before an adjustment can be made. We will replace the product at the carrier's expense.
Cancelling OrdersWe take pride in prompt order fulfillment and start preparing all orders the morning following our receipt of the request. If you decide you do not want what you ordered, it is imperative that you contact us immediately. Once we ship the item you may return it under the conditions stated above, but we cannot refund the shipping cost. Once a custom order is received and work is started the order cannot be canceled. We will make all possible attempts to contact you and confirm your custom order before work is begun.