Dragonfly Urns ("we" and "us") is the operator of (https://www.dragonflyurns.com ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase.
In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer. Shipping costs vary based on item, delivery location, and shipping speed.
3. Returns
3.1 Return Due To Change Of Mind
Dragonfly Urns will happily accept returns due to change of mind as long as a request to return is received by us within 30 days of receipt of item and are returned to us in original packaging, unused and in resellable condition.
Return shipping will be paid at the customers expense and will be required to arrange their own shipping.
Once returns are received and accepted, refunds will be processed. Dragonfly Urns will refund the value of the goods returned but will NOT refund the value of any shipping paid.
3.2 Defective Product Returns
Dragonfly Urns will happily honor any valid defective product claims, provided a claim is submitted within 30 days of receipt of items. Claims must be accompanied by photos detailing the defective issue. Customers may be asked to return the defective item, however we will provide a pre-paid shipping label if we require items to be sent back.
Upon a defective product claim has been submitted with accompanying photos, you can expect Dragonfly Urns to process your claim within 1-2 business days.
Once claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic ground shipments are in transit for 2 - 7 business days.
4.2 International Shipments
We do not ship internationally.
4.3 Dispatch Time
Orders are usually dispatched within 1 business days of order placement, unless the item is engraved. Engraved items typically take 3-5 business days to be dispatched. Orders with expedited shipping will always ship out by the next business day after order placement. Expedited orders will be delivered 1, 2 or 3 days after the item ships out, depending on delivery speed chosen.
Most of our warehouses operate Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
Dragonfly Urns cannot guarantee the ability to offer couriers services to PO Box addresses. Please provide a non-PO box address for shipping.
4.6 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
4.7 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch of items in the shipment, customers will receive an email containing a tracking number. They can use these numbers in conjunction with the specified shipping provider to follow the progress of their shipment based on the latest updates made available by the shipping provider. If an order contains multiple items, it is possible that the items will ship from multiple warehouses, in which cases multiple tracking numbers will be provided.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
7. Cancellations
We are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
8. Insurance
Parcels are insured for loss and damage up to $100.
8.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
8.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service inquiry, please email us at contact@dragonflyurns.com.
