SHOP POLICIES + FAQs

BELOW YOU WILL FIND IMPORTANT INFORMATION ABOUT OUR POLICIES


COVID UPDATES

SHANTI & CO. is still open! However please be advised due to the impacts of COVID-19, we are experiencing delays in order processing time. Orders may take approximately 7-10 business days to process not inclusive of shipping. Transit times once shipped will vary depending on your local postal service.

Amidst the COVID-19 pandemic, we are doing everything advised to ensure we can process and ship your order safely, and deliver your order in as timely a manner as possible. We care deeply about the wellbeing of everyone in the SHANTI & CO. community and we are monitoring and following the latest guidelines from the CDC and WHO to continue to maintain a safe environment so that we can support our customers and trusted partners. We will be sure to keep you informed of any changes that may come in the days ahead. Please note that once in transit, your order may be delayed additionally with delivery carriers (FedEx, USPS, UPS).

Thank you for your support and patience, we value and appreciate you. For any questions regarding your order feel free to contact us via email here and we will get back to you promptly.





GETTING STARTED

CUSTOMER CARE
Our current production model is handmade to order. After an order has been placed on our site it goes into our production queue to be created, packaged, and shipped. At this time we DO NOT offer any ready to ship products.

If you have any questions prior to/or after placing an order please feel free to contact us via the form on our contact page. We generally reply within 24-48 business hours, we DO NOT reply to emails on Saturdays, Sundays or Holidays, as we are closed. Nor do we reply to order inquiries sent to us via our social media platforms. If you have an issue with your order please contact us via the contact form on our website or by email at assist@shantiandco.com.

PAYMENT FORMS/OPTIONS
We currently accept payments via all major credit cards such as Visa, MasterCard, and American Express through our secure payment processing system for your protection. We do not store your credit card information.

BACKORDERS: If a product that you order has an unexpected delay, you will be notified via email within a timely manner.

PRE-ORDERS: If an item is listed as a pre-order, your order will be processed by the launch date specified on the product page.

CUSTOM INQUIRIES/ORDERS: At this time we ARE NOT accepting custom orders.




PRODUCTION + SHIPPING & HANDLING

Processing Time - time for your order to be pulled, created, and packaged. Shipping Time - time in transit once shipped.

ORDER PROCESSING
Our current processing times are as follows: Normal Production is 7-10 business days // Sales + Holiday Production is 7-14 business days // Custom Orders please see your invoice. NOTE: processing times are NOT inclusive of shipping as our products are MADE TO ORDER upon purchase and receipt of payment.

SHIPPING + DELIVERY
Some of your items may ship separately so it is possible that you may receive more than one tracking number. However, you will only pay for shipping once based on your entire order. Our current shipping times are estimations during the non-holiday season, please give your order at least 14 business days to arrive after shipping.
Regular Orders: is currently running approximately 3-7 business days (includes a tracking number).
Custom Orders: is currently running approximately 7-14 business days (includes a tracking number).
3rd Party Orders (our trusted manufacturer): is currently running approximately 7-14 business days (includes a tracking number).

NOTE: Production and Shipping times vary and are listed on the "details" tab of EACH item. During sales, holiday season, and/or times of high demand production may be delayed due to increased volume so please allow extra time.




SHIPPING ADDRESSES + RETURNED PACKAGES

DELIVERY ISSUES: Please check your tracking number for updates on delivery. If your tracking says Delivered, but you have not received it, contact your local USPS office, and open a missing package case first. Please check with your neighbors and/or leasing office (if you live in an apartment complex) if they may have received on your behalf.

SHIPPING DAMAGES: Damage or loss incurred during shipment is the delivery company's responsibility. Claims must be properly filed with the delivering carrier. Although the addressee must initiate damage claims against the shipper, we will be happy to assist you.

LOST/STOLEN PACKAGES: We are not responsible for lost or stolen packages. Unfortunately, the USPS does lose packages from time to time. Please note, once your shipping confirmation/tracking number is sent to you, we no longer have it in our possession, and we have no influence as to what happens after it makes it to the post office. We reserve the right to determine when/if an order will be re-sent depending on the circumstances and size of the order.




RETURNS / EXCHANGES

Although we hope everyone enjoys their SHANTI & CO. purchases, we understand sometimes things do not work out as planned. Unfortunately, the majority of our items are MADE TO ORDER and/or CUSTOM, therefore, we are unable to offer refunds or exchanges once an order has been completed and shipped.

If any of your items were damaged en-route, the wrong product was sent, or there is a manufacturing defect please contact us via email within 5 days of receiving your product. We will review and handle accordingly to provide order satisfaction.

Any item under dispute must be unworn, unused and in original packaging when expressing damaged/defective.

Disclaimer: If a package is tracked as “Delivered”, SHANTI & CO. will not process a refund for that package, but we will assist you in every way that we can.





WHOLESALE

Thank you for your interest in purchasing wholesale from us! At this time, we do not offer wholesale pricing for the purpose of reselling our product offerings. We do, however, take a limited number of bulk and/or custom orders on a monthly basis in accordance with our current production load.

If you would like to place a bulk order (10 or more of the same item), please contact us for pricing at hello@shantiandco.com with the subject title “Bulk Order Inquiry” with details of the items that you would like to order in bulk.

Note: Bulk Ordering of our product offerings DOES NOT give rights to resell. Should you want resell rights please see our CUSTOM PRODUCT DESIGN service.





FAQs

I've sent more than one email but haven't received a response. Why hasn't anyone responded?

Thanks so much for taking the time out of your day to reach out to us, we do our best to respond to each email within 72 business hours. Sometimes emails are inadvertently missed or bounce back to sender. Should this happen our commitment to address your concern as soon as we receive it will be prioritized.

I'm interested in working with you 1-on-1, but can't afford the investment right now. Do you offer payment plans?

I’m so excited that you are interested in working with me one on one. Some of my services do offer the option of a payment plan. Please send an email regarding which service you are interested in to discuss payment options that are available.

An item I want is currently out of stock. When will it be restocked?

We try our best to restock based on demand. However, please understand that we do rely on outside printers, and sometimes experience shipping delays.

I received a shipping notification, but when I click the link I am not able to track my package. Did you really ship my order?
When you receive your notification it means that your order has been packaged and ready to be picked up by our shipping partners. It usually takes 24-48 business hours for our shipping partners to scan and show the movement of your package on their website.

What do I do if my order shipped, but I never received it? If your tracking number says “delivered” or “out for delivery” but you haven’t received your package, please contact your local USPS office. We are not responsible for lost or stolen packages.

Why have I received half of my order? Some of our products are printed and shipped directly by our manufacturer while others are packaged and shipped in-house from Atlanta, GA. If your order contains products that are shipped from our manufacturers your order will be broken up and sent separately with different tracking numbers. No, you will not be charged multiple shipping fees, they were already calculated and included at the time of your purchase.

Do you offer international shipping? At this time we DO NOT offer international shipping, but may at a future date.

How are my shipping costs calculated? Shipping costs are determined by the weight and size of your order in addition to utilizing the most cost-efficient shipping partner.

Which shipping couriers do you use? In order to provide the most efficient and affordable shipping options, our shipping partners are as follows: USPS (First Class Ground and Priority Shipping) as well as UPS, FedEx and DHL Express.

I received my order but don't like it, can I return/exchange it? Unfortunately, since items are custom and/or made to order, we have a modified return/exchange policy, please view the return policy below.

CUSTOM ORDERS ONLY
I've placed a custom inquiry request, what's next? After submission, someone from our team will reach out to you within 24-72 business hours via your preferred method of contact to go over the details with you.

What is your turnaround time? Our turnaround times are subject to current custom order workflow and will be provided during your consultation call.

Can I pay a deposit? Yes. Deposits are 50% of the total invoice and are non-refundable. Upon receipt of your deposit, your order will go into a custom order queue and an estimated timeframe will be provided for each stage of the process. Full payment is required before production commences. If a quick turnaround time is needed this should be stated at the inquiry phase so that we are able to determine if those accommodations can be rendered.

What is the minimum purchase or quantity requirement? Minimum quantity requirement varies for custom orders.

How is shipping calculated? ALL orders are subject to applicable shipping charges, no matter the quantity requested. Shipping is calculated based on courier rates and weight of items.

How much does custom work cost? All custom work is priced based on the complexity of the design, product choice, the number of colors, and quantity.

Can I get a refund? Due to the nature of custom orders, we DO NOT offer refunds or exchanges. If you are hesitant on ordering, we suggest reaching out to us with your questions first.

However, if there are any issues with your custom order, please email us at assist@shantiandco.com so that we may address your concerns and find a suitable solution.




ROUTE+ Package Protection

SHANTI & CO. is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.

*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises. Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.

Purchased Route+ and need to file a claim? File here.

ROUTE+ Package Protection FAQ's:

Where is my order? Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.

What if my order never arrives or is stolen? To protect your order against loss or theft, add Route+ package protection at checkout.

When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

What if my order is damaged? To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at assist@shantiandco.com, and we will be happy to work with you to remedy the situation.

What do I get when I insure my order with Route+? Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

What are Route’s terms and conditions? Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.

How do I file a claim for my lost, stolen or damaged order? If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/.

Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

Does Route+ cover stolen items? Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.

Is Route a licensed insurance company? Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.