Shipping policy
Shipping Policy
At Beyond Basalt, we are dedicated to delivering your purchases in a timely and secure manner. Please review our shipping policy below to understand how we handle shipping, processing times, and other important details to ensure a smooth delivery process.
For any shipping-related inquiries, feel free to reach out to us at beyondbasalt@gmail.com.
1. Order Processing Time
- Orders are typically processed within 5-7 business days (excluding weekends and holidays) after you receive your order confirmation email. This is the time it takes to prepare your items for shipment.
- Orders placed after 12:00 PM will be processed the next business day. Orders placed on weekends or public holidays will begin processing on the next business day.
- Custom or large-scale orders (such as products from our Premium Flowforms Collection) may require additional time for processing. You will be informed of any extended processing times at the time of purchase or via email.
- Please note that during peak periods, such as sales or holidays, processing times may be extended. We will communicate any delays to you directly.
2. Shipping Rates & Delivery Estimates
- Standard Shipping within the European Union: 5-10 business days (after processing).
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Shipping times are estimates provided by the shipping carrier and may vary due to unforeseen circumstances such as weather, carrier delays, or customs clearance.
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International Shipping: We offer international shipping to most countries. Shipping rates will be calculated at checkout based on your location and order size/weight.
- Delivery times for international orders typically range from 10-21 business days depending on the destination, customs clearance, and local postal services.
- Customs & Import Fees: International orders may be subject to customs duties, taxes, or fees imposed by the destination country. Beyond Basalt is not responsible for these additional charges. Customers are responsible for paying any customs duties or taxes levied by their country.
- We recommend checking with your local customs office prior to placing an order to understand any potential import fees.
3. Premium Flowforms Collection Shipping
- Products from the Premium Flowforms Collection are larger and heavier than standard items, requiring specialized freight shipping.
- Shipping charges for these items are calculated separately at checkout based on the size and destination of the order.
- Delivery Time for Premium Flowforms: Freight shipping times may vary, typically ranging from 10-21 business days. Please note that additional processing and transit time may apply for these large, delicate items.
- After placing your order, our team will contact you directly with specific delivery arrangements, including any necessary coordination with freight carriers for large or heavy items.
- For any questions regarding shipping costs or delivery for the Premium Flowforms Collection, feel free to reach out to us at beyondbasalt@gmail.com.
4. Order Tracking
- Once your order is shipped, you will receive a shipping confirmation email containing a tracking number and a link to track your order online. Please allow 48 hours for the tracking information to update after receiving the shipping confirmation.
- If your tracking number does not update within the estimated delivery timeframe, please contact us at beyondbasalt@gmail.com for assistance.
5. Delayed or Lost Shipments
- Delayed Shipments: While we do our best to ensure timely delivery, shipping delays may occur due to unforeseen circumstances such as weather, holidays, or courier service delays. Beyond Basalt is not responsible for such delays, but we will assist in tracking your shipment and communicating any issues with the courier. If your package is significantly delayed, please contact us for support.
- Lost Shipments: If your tracking information indicates that your order has been delivered but you have not received it, please check with your neighbors, household members, or your local post office first. If your order is still missing, contact us at beyondbasalt@gmail.com, and we will work with the courier to locate your package. Please note that Beyond Basalt is not responsible for lost or stolen packages once they have been marked as delivered.
6. Shipping to P.O. Boxes & APO/FPO Addresses
- At this time, we do not ship to P.O. boxes or APO/FPO/DPO addresses. Please provide a valid residential or commercial address at checkout to avoid any delays.
7. Order Changes & Cancellations
- Order Changes: If you need to make changes to your order (e.g., updating the shipping address), please contact us at beyondbasalt@gmail.com as soon as possible. We will do our best to accommodate changes before the order is processed and shipped. However, once your order has been shipped, no changes can be made.
- Order Cancellations: Orders can be canceled only if they have not been processed or shipped. To cancel an order, please contact us at beyondbasalt@gmail.com with your order number as soon as possible. Once the order has been processed and shipped, it cannot be canceled.
8. Damaged or Defective Items
- If your order arrives damaged or defective, please notify us immediately at beyondbasalt@gmail.com with photos of the damage and your order number.
- We will assess the damage and work with you to arrange a return, replacement, or issue store credit as appropriate.
- Please report any damage within 14 days of receiving your order to ensure we can address the issue in a timely manner.
9. Incorrect Shipping Address
- It is the responsibility of the customer to provide an accurate shipping address at checkout. We cannot be held responsible for delays or delivery issues arising from incorrect addresses provided by the customer.
- If an incorrect address is provided, please contact us immediately at beyondbasalt@gmail.com. We will do our best to correct the address if the order has not yet been shipped.
For further questions or assistance regarding your order or our shipping policies, please contact us at beyondbasalt@gmail.com. We are happy to help!