SOOKAJEWELRY Shopify Shipping Policy

1. Shipping Coverage & Carriers

• Domestic: All 50 U.S. states (including Alaska/Hawaii). Carriers: USPS Priority Mail, FedEx Ground, UPS SurePost.
• International: Canada, UK, Australia, EU Member States. Carriers: DHL Express, USPS International Priority.

2. Timelines

• Order Processing: 1-2 business days (excludes weekends/federal holidays). Custom jewelry (engraved/sized): 3-5 business days to make, then ship.
• Delivery:
  • Domestic: 2-5 business days (Alaska/Hawaii: 5-7 days); expedited (1-2 days) available for $15 extra.
  • International: 7-14 business days (excludes customs).

3. Shipping Fees

• Domestic: Free standard shipping on orders ≥ $75; < $75 = $5.99 (1-3 lbs), $2.50 per extra pound.
• International: Calculated at checkout; 10% off on orders ≥ $150 (promo: INT10).
• Extra Fees: Remote area surcharge ($3-$10), customs duties/taxes (recipient pays); address change = $10.

4. Returns & Exchanges

• Returns: Items must be unused with original packaging. Domestic: Use USPS/FedEx (trackable); international: Need RMA (email support for it).
  • Defects/wrong items: We cover return shipping.
  • Change of mind: You pay return shipping (original shipping non-refundable).
• Exchanges: We ship replacements for free after inspecting returns (1-2 business days).

5. Claims & Support

• Claims: File within 3 days (domestic)/7 days (international) of estimated delivery. Need order number, tracking, photos. Resolved in 3-5 days.
• Support:
  • Email: support@sookajewelry.com (24hr reply)
  • Live Chat: Store homepage (Mon-Fri 9 AM-6 PM ET)
  • Phone: (613) 857-3556