Webstore Policies
If you have any questions or concerns about your order, the easiest and best thing to do is reach out to us so that we can help. Contact us at orders@circolabs.com.
Shipping Policy
We work hard to keep our shipping rates reasonable while ensuring your items are delivered in the most efficient and reliable way possible—we appreciate your understanding.
Shipping within the U.S.:
Circo Labs ships most US orders via UPS and USPS. Carrier options vary based on item and destination. You can expect an automatic email with tracking details once your order ships. If you have a shipping preference, this can be chosen at checkout.
We are currently offering free shipping in the US and Canada for orders over $300, but a signature will be required for the delivery.
International Orders:
International orders outside the US are shipped via UPS Worldwide Economy and insured for full value. Please note that all international orders ship Delivery Duties Unpaid (DDU). All duties, taxes and customs will not be included in the item price or in our shipping cost at checkout. The customer will be responsible for all duties, taxes and customs fees upon delivery. Circo Labs is not responsible for shipping if you refuse your package from customs.
For items shipped outside of the United States, you accept the risk of loss and title for that merchandise upon our delivery of your package to the carrier. Circo Labs is not liable for lost or stolen packages and releases responsibility upon transfer of order to the shipping carrier. Circo Labs will not be held responsible for additional shipping charges incurred if packages are returned to our store due to customer absence, errors in shipping addresses or package refusal. If you refuse any shipments from Circo Labs, you remain responsible for all original shipping charges, duties, taxes, customs incurred on the package (original and return shipments) and the cost of returning the package to us. We will subtract this amount from your merchandise credit, if any.
Please contact orders@circolabs.com with your order number if you need to make any changes to your shipping selection. If your order has not shipped, we will do our very best to accommodate all updated requests.
The customer assumes responsibility for additional charges on rejected packages.
Order Fulfillment
We work to fulfill orders as quickly as possible, but we're still pretty new... ;-)
In-stock items typically ship within two to three business days from the time when you place your order. Orders placed after 1pm on Friday will not be eligible for shipping until the following Monday. You should receive the order within seven business days from the time of shipping, depending on your location and chosen shipping option. We cannot ship orders to P.O. Boxes.
Please note: ALL orders over $200.00 will be shipped Signature Required.
Sales Tax
We will collect sales tax on all purchases sent within the State of California. The rates vary based on shipping address.
Order Cancellation
In-stock orders can be cancelled with no additional penalty, as long as the order has not been processed and shipped. To cancel an in-stock order, please send an email to orders@circolabs.com, and include your name and order number.
Return & Exchange Policy
We of course, hope you fall in love with everything you order from Circo Labs, but if for any reason you are not 100% satisfied, we are happy to accept returns on unused merchandise within fourteen (14) days of receipt of your order to be eligible for refund or store credit.
Please make sure that items are well packed and insured for the full amount. Shipping costs are non-refundable and all costs for return shipment are the responsibility of the purchaser. We do not refund shipping costs. Items received without approval or outside the return window will be refused and/or returned to sender at the customer’s expense.
Circo Labs is not responsible for any damage or loss that occurs when return shipping, so we strongly encourage you to pack the items well and ship via a trusted carrier.
Please contact us at orders@circolabs.com with questions or concerns—we will do everything within our power to rectify any issues.
Keep in mind, the condition of returned items will be determined at the discretion of Circo Labs upon delivery and items must be in sellable condition to qualify. All custom, special orders, opened items or items returned without all original packaging, and sale items are non-returnable.
Damaged Items
Upon receipt, please inspect your purchase. If you receive an item broken or otherwise damaged in shipment, please notify us via email within five (5) days. We will handle the claim with the shipping carrier and arrange sending a replacement out to you free of charge as soon as possible. Please retain the packaging and broken product until notified. Occasionally (especially for larger orders) the shipping carrier will want to collect and inspect the damage prior to approving a claim.
Defects & Warranty
We inspect every piece by hand for flaws before it leaves our studio, and warranty our pieces to be free of manufacturing defects for a year after purchase. Please note, all products are handmade, and slight variation in color, texture, finish, and/or size are to be expected and are not considered flaws. We hope you agree that these minor irregularities contribute to the over-all uniqueness and beauty of the piece. In the event you feel you have a defective item, please contact us with a photo and a description of the problem. We’ll diagnose the issue, and then offer to either replace the item or issue you a store credit upon determination of a defect (your choice). Shipping for damaged items is free.
Restocking Fees
We charge a $10.00 restocking fee for all returned products.
Lost or Stolen Packages
Once orders are shipped, Circo Labs is not responsible for lost, stolen, or mis-delivered packages. Orders placed on our website are shipped via a third-party carrier, and as such, risk of loss and title for goods ordered pass onto you upon our delivery to the carrier. If you’re having trouble tracking down a shipment, you’ll need to contact your local post office and/or parcel carriers for assistance. The shipping carrier used will be listed on your shipping confirmation email.
Personal Information and Security
Circo Labs is a secure website. We keep the information you provide us for our records only. All information collected is for the sole purpose of filling orders and to provide you with the best customer experience.
We will not release any customer information to any entity for any reason.
Ever.
Who do you think we are? Farcebook?