Here are our estimated shipping delivery times:
USA: 5-8 business days
Canada: 6-12 business days
World: 10-20 business days
Your order will be sent out on average within 3 days of ordering.
International shipping: International shipments may incur customs fees. The customs policy is different in each country, and the fee is usually based on a variety of factors like weight, value, and size. We do not take responsibility for customs fees.
What to do if your order never arrived?
If your order didn't end up arriving, be sure to let us know! First, check your shipping confirmation and check that you entered the correct address. If the address was incorrect, we'd be happy to send you another order to the correct address, however, it will have to be at your cost. If the shipping address was correct, get in touch with us at [firstname.lastname@example.org
] making sure you quote your order number. We'll see what can be done.
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 4 weeks. If our shipping partner's facility isn't used as the return address, you [the customer] would become liable for any returned shipments.
Wrong Address - If you provide a personal address that is considered insufficient by the courier or postal service, the shipment will be returned to our facility. You will be liable for re-shipment costs once we have confirmed an updated address with you.
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment.
Returned by Customer - We do not refund orders for buyer’s remorse, and size exchanges will be offered at your expense and discretion.
Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalized, therefore Dray-A reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Where are returns sent?
Packages sent out from our US fulfillment centers are returned to our Charlotte facility. Its address: 11025 Westlake Drive, Charlotte, NC 28273.
Meanwhile, packages sent out from our Europe location are automatically returned to our Europe fulfillment center. Its address: Lidostas parks, Marupes novads, Latvia LV-2167.
How long do I have to submit a claim for a return/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by you. You will receive notice once the order arrives back to our facility. We would advise contacting us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.
What happens if a package isn't delivered, but the tracking states that it did?
Our dropshipping partner will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.
In the rare cases that a package is marked as delivered by the courier, but the recipient reports they have yet to receive it, we will not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient's address.
In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient's address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."
If a customer is unable to locate the package, they will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
What if the product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods to [email@example.com], then we'll gladly send a replacement at no cost to you.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.
If you haven’t received a refund yet, first check your bank account, then contact your credit card company. It may take some time before your refund is officially posted.Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [firstname.lastname@example.org].
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
To return your product, you should mail your product to: 11025 Westlake Drive, Charlotte, NC 28273.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a tracking provided shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email@example.com] and send your item to: 11025 Westlake Drive, Charlotte, NC 28273, United States.
If you have any questions on how to return your item to us, contact us.