Shipping policy

Theian accepts orders 24 hours a day, every day of the week. Orders are processed in the order they are received and expedited shipping orders, such as Express shipping, are elevated in priority to meet the delivery deadline. All other orders are processed "typically" within 1-4 days.  During peak season processing can take longer due to the small size of our business. All orders are shipped from our location in Austin, TX via USPS, UPS & DHL. Theia ships to all 50 U.S. states and abroad and follows the standard methods available by USPS, UPS and DHL. 

**Please note: FedEx does not deliver to PO box addresses**

Returns 
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it.

Additional non-returnable items: 
Gift cards 
Downloadable software products 

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
Any item that is returned more than 30 days after delivery

We will charge $25 for the restocking fee to the customer/s initiated the return for any provided reason/s.

Missing Items in Orders / Broken Items

At Theia, we strive to provide exceptional service and ensure your complete satisfaction with our products. In the rare instance that you encounter an issue with missing items from your gift box, we have established the following policy for filing claims:

1. Claim Submission Deadline:
You can file a claim for missing item/s by contacting us at contact@Theiagrown.com within 120 hours (5 days) after the items were signed for. Claims submitted beyond this 120-hour period will be automatically considered invalid.

2. Documentation Requirement:
If you fail to file a claim within the specified timeframe due to any of the following reasons, you will be required to provide necessary documentation:

1. Business/Leisure Travel: If you were on a business/leisure trip during the delivery period, please provide your itinerary tickets showing travel dates within the timeframe of the item/s delivery.

2. Death Certificate: If you experienced a bereavement with a funeral occurring within 7 days, either preceding or following the date of item/s delivery, provide the relevant death certificate.

Claim Processing:
Upon receiving your claim and any required documentation, our team will promptly review the information provided and take appropriate action to resolve the issue to your satisfaction.

Contact Information:
For any inquiries or assistance regarding missing item claims, please reach out to us at contact@Theiagrown.com. We are committed to addressing your concerns and ensuring a positive experience with Theia.

Cancelations (if applicable)

1. We will cancel any order that has not already been shipped. If a tracking number has been created for the order, it is in the carriers hands and you must return the product(s) for us to issue a refund.  You may email us to cancel though this way is subject to our customer service being able to get to your email before shipment. 

2. Restocking fee
Theias co. reserves the right to charge customers a $25 restocking fee when canceling an unfulfilled order as all payment gateways commissions are non refundable anymore and product has to be restocked for other customers

 

Lost or Stolen Packages

At Theia, we understand the importance of receiving your orders promptly and securely. However, in the unfortunate event of a lost or stolen package, we have implemented the following policy to address such situations:

1. Reporting Lost Packages:

If your package shows as delivered to your address but is missing, it is imperative that you report the loss to us within 5 days of receiving your order for domestic shipments or within 4 weeks of placing your order for international shipments.
Upon reporting the lost package to us, we will initiate an inquiry with our carrier to investigate the matter and attempt to recover the lost package.

2. Reshipment in Case of Complete Loss:

If the carrier confirms that the package is a complete loss while in transit, we will reship your order to you at no additional charge, subject to stock availability.
***Please be aware that this policy does not cover any losses resulting from potential theft, and therefore, such cases are not eligible for refund or replacement.

3. Incorrect Shipping Address:

We want to ensure that your orders reach you accurately and in a timely manner. Therefore, it is important to provide us with a correct and complete shipping address.

Theia is not responsible for packages that are delivered to a wrong address due to an incorrect or incomplete shipping address provided by the customer.

Shipping Method

*Limited options are available depending on the destination

Service	Delivery Time
Express Shipping	1-2 business days (Typically by end of day)
Priority Shipping	2-3 days (Typically by end of day)
Standard Shipping	4-9 business day

International Shipping 

Duties & Taxes
Customers are responsible for paying all duties, taxes and other fees which are levied once your package reaches the country of destination. Duties on goods can widely vary, depending on the product and the country it was manufactured in. Other charges and duties may also apply, depending on the items. Duty fee will not be refunded on any type of returns. For more information, please contact your local customs office. The goods will be imported on behalf of the consignee/ebuyer. The consignee authorizes the (name of eTailer/supplier) to import the goods on his behalf. Further, the consignee/buyer agrees that (name of the eTailer/supplier) may delegate the obligation to import the goods on his behalf to a subcontractor (e.g. customs broker).

USPS’S & DHL & Fedex local country affiliates will charge the recipient all applicable duty, taxes, and/or brokerage fees C.O.D. in the local currency at the time of delivery. All taxes, duties and customs fees are the responsibility of the recipient of the package. Your local post office or carrier can give you information on the method of payment accepted for the duties, taxes and other fees collected upon delivery.

Track Package
International orders are shipped via DHL or Fedex and will be delivered by local post or its affiliates. When your order ships from our warehouse, we send you a shipping confirmation email including your tracking number. To track your package, simply enter your tracking number at the 

Refuse Package
If your package cannot be delivered, is unclaimed, or is refused, you are responsible for the following:

• Original and return shipping costs.
• Duties, taxes and other customs charges that are incurred on the package for both the original and return shipments.
• The amount of these charges will be subtracted from your merchandise refund.