1. Order Processing Time

• All orders are processed within 2–3 business days (Monday–Friday, excluding U.S. federal holidays and Tennessee state holidays). Processing time includes order verification, payment confirmation, product quality checks (especially for handcrafted ceramic pieces), and custom specialized packaging—the most critical step for our fragile LAETITIA ROUGET and JARS ceramic goods.
• Fragile Handcrafted Ceramic Pieces: All vases, candleholders, and ceramic decor are packaged with industrial-grade bubble wrap, custom foam inserts, double-walled corrugated boxes, and shock-absorbent packing peanuts—designed to protect delicate ceramic from breakage during transit. This custom packaging is done by hand for every ceramic piece and is included in standard processing time.
• Non-Ceramic Goods: Playing card decks, raffia bags, and greetings cards are packaged in rigid mailers or acid-free tissue-lined boxes to ensure they arrive in perfect condition.
• Pre-Order Items: For out-of-stock handcrafted ceramic pieces, pre-order processing time is determined by maker lead times (LAETITIA ROUGET/JARS)—we will notify you of the estimated shipping date at the time of pre-order.
• Weekend/holiday orders are processed on the next business day.
• Processing time is separate from shipping transit time—delivery estimates start only after your order has been shipped and a tracking number has been provided via email.

2. Shipping Methods & Delivery Estimates

2.1 Standard UPS Ground/USPS Priority Mail (Default)

• Transit Time: 3–5 business days (contiguous U.S./Tennessee); 6–8 business days (Alaska, Hawaii, Puerto Rico, and rural U.S. areas).
• Inclusions: Valid tracking number, delivery confirmation, custom specialized packaging for fragile ceramic, and shipment insurance (up to $1,500) for lost/damaged products—our most reliable option for our ceramic collection.
• Best For: All handcrafted ceramic pieces, raffia bags, and playing card decks—balances cost and maximum protection for our fragile luxury goods.

2.2 Expedited UPS 2-Day Air/USPS Priority Express (Optional)

• Transit Time: 1–2 business days (all U.S. domestic locations, including Alaska and Hawaii).
• Inclusions: Priority order processing (skip standard queues), premium real-time tracking, enhanced specialized packaging for ceramic (extra foam inserts), full shipment insurance (unlimited coverage), and required signature confirmation at delivery (for all orders over $100).
• Best For: High-value ceramic pieces (e.g., LAETITIA ROUGET Eve Candleholders), last-minute gifting, or time-sensitive orders—fast, guaranteed delivery with the highest level of protection for our fragile goods.

3. Shipping Costs & Fees

• Shipping costs are calculated automatically at checkout and are based on your shipping address, order weight/size, product type (fragile ceramic/non-ceramic), and shipping method. We use dimensional and weight-based shipping to ensure accurate pricing for our custom-packaged ceramic pieces.
• Free Standard Shipping: We offer complimentary Standard Shipping for all orders with a subtotal of $200 or more (USD)—the free shipping discount is applied automatically at checkout (valid for all U.S. domestic locations, no exclusions).
• No Hidden Packaging Fees: All custom specialized packaging costs for our fragile ceramic pieces are included in the shipping rate—we do not charge additional fragile handling fees.
• Alaska/Hawaii Rural Surcharge: A flat $25 fee applies to Standard Shipping for Alaska and Hawaii (to cover carrier surcharges for remote locations and extra packaging for ceramic pieces)—this fee is added at checkout for these destinations.
• All shipping costs, fees, and surcharges are non-refundable, unless the order is canceled by us (e.g., product unavailability) or the shipment is damaged/lost due to our direct error (not the carrier’s).

4. Shipping Address Accuracy

• Delays, lost shipments, misdeliveries, or returned packages caused by incorrect/incomplete address information—especially critical for high-value ceramic pieces.
• Additional fees charged by the carrier for address correction, redelivery, or rerouting of packages.
• Lost or stolen packages due to incorrect delivery instructions (e.g., “leave at door” for high-value ceramic orders).

5. Order Tracking & Notifications

• A shipping confirmation email (containing a unique tracking number and direct carrier link) is sent to the email address you provided at checkout as soon as your order is shipped (usually within 2–3 business days).
• For ceramic orders, the email will also include a note about our custom packaging and care instructions for your piece upon delivery.
• Tracking information may take 24–48 hours to update on the carrier’s website (due to carrier processing and scanning delays).
• If you do not receive a shipping confirmation within 5 business days of placing your order (or the estimated pre-order ship date), please check your spam/junk email folder first (shipping emails are often filtered), then contact our customer service team for assistance.

6. Risk of Loss & Title Transfer

7. Lost, Stolen, or Damaged Shipments

7.1 Damaged Shipments (Especially Ceramic)

• Your full order number.
• Clear, high-resolution photos of the damaged product(s), original custom packaging (inside and out), and the shipping label—packaging photos are required for ceramic damage claims to file with the carrier.
• A brief description of the damage (e.g., “LAETITIA ROUGET Indigo Tulip Vase chipped on the rim”).

7.2 Lost/Stolen Shipments

• Marked as Delivered but Not Received: If the carrier marks your order as “delivered” but you have not received it, we are not liable for stolen shipments—you must file a theft report with your local police department and contact the carrier for a delivery investigation (we will provide carrier contact information, packaging proof, and full claim support for ceramic orders).
• In Transit for Excessive Time: If your order is marked as “in transit” for more than 8 business days beyond the estimated delivery date (and is not marked as delivered), please contact us immediately—we will assist you in filing a lost shipment claim with the carrier. If the carrier approves the claim, we will offer a full refund or free replacement (if available) at your sole discretion.

8. Shipping Restrictions

• U.S. Domestic Only: We ship only to valid U.S. physical addresses (including Alaska, Hawaii, Puerto Rico, and APO/FPO addresses)—we do not ship to PO Boxes (except for small non-ceramic items under $50, e.g., playing card decks, greetings cards).
• APO/FPO Addresses: Only Standard Shipping is available for APO/FPO addresses (transit time: 8–10 business days); expedited shipping is not available due to carrier restrictions. Ceramic pieces shipped to APO/FPO addresses include extra custom packaging for added protection.
• High-Value Orders: All orders with a subtotal over $100 (e.g., LAETITIA ROUGET ceramic pieces) require signature confirmation at delivery (for both Standard and Expedited Shipping)—the carrier will not leave the package without a physical signature to prevent theft.
• Oversized Ceramic Pieces: Some large LAETITIA ROUGET vases may be subject to dimensional shipping pricing (calculated at checkout)—all oversized ceramic pieces include custom made-to-fit packaging for maximum protection.

9. Order Cancellations & Changes

• We accept order cancellations and changes (e.g., product additions, address corrections) only if the order is unprocessed/unshipped. To cancel/change an order, email us at service@tonyallc.com with the subject line: Cancellation/Change Request – [Your Order Number] and include the requested changes.
• Ceramic Orders Note: Once custom packaging for a ceramic piece has begun, the order cannot be canceled—this is to avoid waste of custom packaging materials and ensure we can fulfill other orders for limited-edition ceramic pieces.
• Once an order has been shipped, we cannot cancel, change, or reroute it—you must follow our Return & Refund Policy for returns/exchanges (if the product is eligible for return).
• Canceled unprocessed orders will receive a full refund (including product price, tax, and shipping fees) within 3–5 business days of cancellation confirmation.

10. Contact

• Email: service@tonyallc.com (response within 24 business hours—urgent for ceramic damage claims)
• Mailing Address: Tonya Maples LLC, Attn: Shipping Department, 116 Melrose Street, Greenfield, TN 38230, United States