Shipping policy

Many thanks for your support and patience as we work through supply challenges caused by COVID-19 and the general seizure of the global supply system!

All items will be shipped within 3 business days of ordering, unless the item is a pre-order for an item that is not in stock. All pre-orders will be clearly labeled as such in bold at the top of the item description.

Shipping Issues:

Unfortunately, we cannot take responsibility for shippers losing packages. As such, we highly recommend you select the shipping insurance option we provide you at checkout. This covers all shipping issues and we will re-send your order if needed.

If your package is lost in shipping, we will provide any and all information we can to the shipper to help you file a claim. We cannot file claims on your behalf.

If your shipment is missing or delayed, first contact the shipping company's customer support. Once the item goes in the mail, they are the only people who have any control over it. If they need any information from us as the shipper, we are happy to help.

If your shipment is lost, and the claim fails, we may at our discretion grant you store credit as our way of recognition of the shipping issue.

If the shipment is returned to us, and we are able to confirm the items are undamaged, we are happy to re-send the items to you for just the cost of shipping and processing.

Customers are encouraged to look into shipping insurance, especially for large orders and international deliveries.

For international orders, especially from Australia and New Zealand, be aware that shipping options are changing rapidly and there could be cases where the shipping at checkout is no longer available even though it is listed as an option. In these cases, please contact jesse@jessesteahouse.com to get an updated shipping rate. If the difference between carriers is less than $5, I will cover the shipping difference for free. If the difference is more than $5, the customer will have to pay for the increased shipping price or accept a refund for the order.

Items damaged in shipping will be dealt with on a case by case basis. If you think your item was damaged in shipping and the shipper will not take responsibility, contact jesse@jessesteahouse.com and let me know what happened, and we will resolve the issue.

Many thanks!!