Shipping policy
Processing Times
We're so excited to get you your order and we ship all orders as quick as we can! We're also thrilled to let you know that worldwide shipping is available.
Orders are generally processed and shipped out within 1-2 business days, but occasionally may take longer depending on busy seasons (note: Saturday and Sunday are not business days!). This does not include pre-orders, so be sure to check the description of the item you purchased. If it's been less than a week since you placed your order, please give us just a couple more days to finish packing up your items. If it's been 5+ business days since your order date and you still haven't received a shipping notification, please send an email.
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Change of Address
We aim to get all packages out within 24-48 business hours of purchase. In some cases, we ship out orders same day. Because of this, change of address requests can only be made IF the package has not yet been shipped. In general, we can only change the address on file within the first few hours of purchase. If your order has already been shipped, we have no way of changing the address on the shipping label, and we suggest that customers contact the shipping carrier directly.
Wrong Address Entered At Checkout:
If you have made an error in entering your address, we will need to send you an invoice to cover the complete cost of re-shipping your order once it has been returned-to-sender. If you prefer to not have it re-shipped, you can apply for a refund via Shop Credit, and you will receive a voucher for the total of your order, minus the shipping cost. The shipping carriers do not refund us the cost of the shipping label, so we can't refund it here either unfortunately.
Please be sure to carefully enter and review your address as you are placing your order.
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Tracking
All orders within the US include tracking, with projected delivery of 5-7 business days of ship date. Due to the nature of the worldwide pandemic, delivery times are unpredictable and often see delays.
It can take anywhere from a few hours to a few days for your package information to appear in the USPS system. Please allow at least 72 hours after receiving your shipping notification for the status of your package to be updated in the USPS system.
Keep in mind that USPS tracking is a guide, not an exact science. The barcode on your package’s label is scanned as it moves through various shipping facilities, but it’s not uncommon for scanners to miss the barcode, causing tracking information to be insufficiently updated. Please be patient and give your package time to arrive safely to you.
All International Orders & Pin Boards are shipped with insurance. Should an item get lost in transit, it is the responsibility of the customer to contact USPS/UPS/the shipping carrier for a refund of their lost package.
If an item is lost by the shipping carrier (UPS/Fedex/USPS) and does not include insurance, Lively Ghosts is not to be held liable, nor required to provide a refund. Lively Ghosts will not be held liable for orders that do not include Route Shipping Protection. This shipping protection is automatically added to every cart upon purchase through www.LivelyGhosts.com, unless manually removed by the customer. By removing the shipping protection, the customer voids all assistance in a refund or replacement of items.
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Damaged Items
If goods arrive damaged they must be signed for as such and contact made to our customer services within 48 hours.
We do not take responsibility for goods that have been damaged during or after delivery as a result of poor handling or storage.
Route Shipping Insurance
Route is a third party application, that allows customers to buy shipping insurance for all orders. Route ensures protection of customers shipment in case of lost, stolen, or damaged.
In order to apply for Route's Shipping Insurance, you are given the option to add the insurance during check out. If you add Route's Shipping Insurance to your cart at check out, you will receive an email with instructions of how to file a claim if necessary. You can also proceed to file a claim here.
Lost Orders
- An order is considered lost if tracking never confirms package status as "delivered"
- If tracking shows no movement or looks to be stuck after exceeding the appropriate amount of shipping days, then orders may be considered lost and a claim will need to be made
How many days following the last tracking update should I file my claim?
- Domestic orders - 7 days
- International orders - 20 days
Claims for orders lost in-transit must be filed no later than 30 days from the last available tracking update.
Stolen Orders
- An order is considered stolen if tracking confirms package status as "delivered," but not received
- Route asks that you wait 5 days from the day your package status was marked delivered before reaching out and filing your claim
Claims for stolen orders must be filed within 15 days from the date your package was marked delivered. Any claim for more than $100.00 will require a police report.
Damaged Orders
- If your item arrives damaged, unusable, or in an unacceptable condition, Route encourages customers to file a claim immediately
- Please include photo reference of damaged item and packaging received
Claims for damaged orders must be filed within 15 days from the date your package was marked delivered.
Visit route.com to learn more.