Starlight & Sage Co. ("we" and "us") is the operator of (https://starlightandsage.co) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Every attempt will be made to process and ship your order the day it's received, but it can take between 3-5 business days for regular orders and up to 10 business days for made-to-order items. We will email you with your tracking number when the order is shipped.
For goods shipped internationally, please note that labels, instructions and safety warnings may not be in destination country languages; the goods and accompanying materials may not be designed in accordance with destination country standards, specifications, and labeling requirements. You are responsible for assuring the goods can be lawfully imported to the destination country. When ordering from us, the recipient is the importer of record and must comply with all laws and regulations of the destination country.
2. Shipping Costs
We are pleased to offer low-cost or free flat-rate shipping on all orders within the domestic United States. Orders within the continental U.S. typically arrive within 3-5 business days. We may occasionally run promotions offering free shipping over a certain amount within the contiguous U.S., though these offers are subject to change at any time.
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
For international shipments, import duties & taxes may be required to be paid and are the responsibility of the customer unless otherwise stated at Checkout. The cost to ship internationally varies and depends on the size, weight and destination of the shipment. Your total shipping charges ($USD) will appear during the Checkout process, before payment is entered.
If we handle customs duties and import taxes for you at checkout, you will not be responsible for additional fees upon delivery. Please note that, per trade laws, all exports must be marked as "e-commerce goods" rather than "gifts." If you are asked to pay any duties or import taxes after purchasing DDP (delivered duty paid) from Starlight & Sage Co., please contact us immediately for assistance.
3. Returns & Exchanges
Starlight & Sage Co. will happily accept returns for any reason as long as a request to return is received by us within 30 days of receipt of item and are returned to us in original packaging, unused and in the condition in which it was received.
3.1 Domestic Returns & Exchanges
If you are returning from the US and opted for ReturnGuard or Checkout+, a program that provides free U.S. returns and exchanges protection during the initial checkout, there will be no charge for returning your order. However, if you did not select the option for exchange protection, you will be responsible for the cost of the return shipping label.
Whether or not you participated in ReturnGuard/Checkout+, to start a return or exchange, please navigate to our Returns Portal. You will be guided through the process and provided with a shipping label.
After initiation of the return request you will have up to 30 days to complete the return or your refund will be automatically cancelled.
A friendly reminder that all items marked Final Sale cannot be returned or exchanged. Outbound shipping fees are not refundable.
3.2 International Returns
If you are located outside of the US, to start a return or exchange, please navigate to our Returns Portal. You will be guided through the process and provided with a shipping label. After initiation of the return request you will have up to 30 days to complete the return or your refund will be automatically cancelled.
If you have any trouble with the portal, please contact returns@starlightandsage.co for your return authorization number. Please note that all international customers are responsible for shipping charges including duties and taxes. When returning items, we recommend adding insurance with tracking to ensure your package arrives safely.
3.3 Reservation of Rights
Starlight & Sage Co. reserves the right to refuse refunds for any customer, on any order, and for any reason at our sole discretion. This reservation applies regardless of whether Checkout+ Protection has been applied to the order.
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days
4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.
4.3 Dispatch Time
Every attempt will be made to process and ship your order the day it's received, but it can take between 3-5 business days for regular orders and up to 10 business days for made-to-order items. We will email you with your tracking number when the order is shipped.
We operate on Monday - Friday during standard business hours, except on national holidays at which time the post offices will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
Starlight & Sage Co. will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.
4.7 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
7.2 Import Duties & Taxes
For international shipments, import duties & taxes may be required to be paid. Our prices do not include duties, value-added taxes or miscellaneous fees. If assessed, these charges are the responsibility of the package recipient, who will be billed for them by the local Customs office and/or carrier service. Please keep this in mind when shipping a gift item to a destination outside the U.S. You may be contacted by your local carrier prior to delivery, to settle any outstanding duties, taxes or fees.
Starlight & Sage Co. may pre-calculate these costs and display them at checkout, giving customers the choice of pre-paying these duties and taxes, or choosing to pay them separately upon arrival in your destination country. Starlight & Sage Co. encourages customers to pre-pay duties and taxes as pre-paying these will facilitate a faster delivery time as they will be less likely to be subject to delays at customs at their destination country.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Starlight & Sage Co. at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please contact us.
