Shipping Policy
We highly recommend looking over all of these guidelines before placing an order! It's always best to be fully informed ahead of time! If you have any questions at ALL please do not hesitate to email us!
Please double check your shipping address when you receive your order confirmation as we are NOT responsible for packages that are lost, missing, or delivered to incorrect addresses.
Missing Package?
Please double check that the shipping address you used matches your location. If so, check with your neighbors to make sure someone near you didn’t receive your package by mistake.
If your shipping address was correct and you still haven’t located your package 24-48 hours after it says it was delivered, please file a stolen packages report with your shipping carrier, and then contact us.
CreteSTRÖM is not liable for lost or stolen packages after they have left our warehouse, but we will always work with you to try to find your order or provide a replacement if possible.
Rates
Our current preferred carrier is UPS and Day & Ross.
Our transparent shipping process offers our customers a live shipping calculator which includes our company discount to save you money.
Currently we do not offer return labels or returns.
If a customer enters shipping details incorrectly and the item is returned to CreteSTRÖM , the customer will be charged again for shipping the item out a second time. Please check your address very carefully.
Tracking
Tracking links are emailed when the order is shipped and are sent from our email. If you have not received your tracking link after 4 weeks ( the time it takes for us to fabricate you order), please check your junk mail folders before contacting us to save you time (often that is where it is hiding).
UPS Standard
Please note, customs and duty fees are NOT included and it is the customer's responsibility to pay. We cannot determine the duty fees for country to country, please contact your local customs office if you have any questions. We recommend using a duty calculator site to approximate your fees. We do not refund shipping costs for customers that reject their packages upon arrival for failure to pay duty fees.
We cannot label orders as gifts, all customs documentation must be completed accurately. While we understand the intention behind this request, it is for the protection of the customer, as well as CreteSTRÖM . If an international package is labeled as a gift and gets lost or damaged during the shipping process, no insurance claims can be filed, and the customer will not be able to receive a refund for their damaged/lost goods.
Help! My Package Is Lost!
We do what we can to help relocate missing packages! Sometimes that means replacing them! If your package is in transit and the tracking information has not updated in over a week, please contact us! However, if your package has been marked as delivered, we are not responsible for the missing mail. Often times packages are stolen, picked up by others by mistake, put in your neighbor's mailbox, etc! We are not responsible for this, unfortunately! We highly, highly recommend making sure your package is being delivered to a safe location that you are confident in! If your package was marked as delivered but you don't have it we recommend the following:
1. Waiting a few days to see if it gets delivered. Often times postal workers mark something as delivered because they forgot to drop it off when they were at your stop. If this is the case, it'll be delivered within 1-2 business days!
2. Ask your neighbors! Often times package are misdelivered! Especially if you live in an apartment complex!
3. Pop by the post office to see if they're holding it. Sometimes they forget to leave pick-up notices!