Shipping Policies
ORDERS ACCEPTED 24/7
SHIPPING M-F (EXCEPT HOLIDAYS)
Orders are processed in the order they are received. Please allow up to 7 business days for your order to ship due the handmade nature of our products. Your order will be sent via UPS or USPS Priority Mail from Lake County, Illinois. Due to the handmade nature of our products, we cannot ship Priority Mail Express.
ORDER PROCESSING
Orders are generally processed within 7 business days from the time the order is placed. The order ship date does not count as a day in transit. Also, a common misconception is that choosing USPS Priority Mail means your package will ship in two business days. Please note: USPS transit times are not a reflection of our processing time.
Orders that contain a different shipping address from the billing address may be subject to review, in which case the customer will be contacted. This can delay shipping time. Also, our system tracks your IP address so orders placed at a IP location that is different from the billing address are subject to review, in which the customer will be contacted.
SHIPPING RATES / TRANSIT
Shipping Rates are based on your shipping address and the weight of your order. We charge actual shipping rates from the carrier, Lilypad Lights does not control this cost.
Transit times vary per state but typically deliver within 2-3 business days. During the busy fall/holiday season, and especially during COVID-19, there may experience delays that are out of our control.
We may choose a different shipping option than specified for your order.
APO or FPO ADDRESSES
For APO or FPO addresses, please expect a delay. This mail is delivered through a joint effort between USPS and the Military Postal Service that requires packages to go through customs. Transit times depend on operational conditions as well as the unit of the addressee.
Please note that we are not responsible for packages that are lost, stolen or damaged during transit but we take responsibility because we know it sucks. We will work with you to replace your items.
DAMAGED PACKAGE
We are careful to package your purchase in bubble wrap and packing peanuts but sometimes the transit is rough. It happens. All of our packages are insured. While we are not responsible for carrier handling of packages, we will work with you remedy the situation and replace your damaged items by filing the claim to USPS or UPS. Photos showing the extent of the damage will help us. Please email proof of damage to lilypadlights@gmail.com with your order number.
LOST OR STOLEN PACKAGES
Please be aware that we are not responsible for packages that have been marked as delivered but it appears the package may have actually been stolen.
Please make arrangements to contact the shipping carrier within 24 - 48 hours if you receive confirmation that your order is delivered but do not receive package.
There are also instances where USPS is holding the package for pickup but incorrectly marks and does not leave a notice or USPS delivers to the wrong address. Check with your local Post Office to see if they are actually holding your package for pickup. Unfortunately, USPS may not allow you to file a claim as they have fulfilled their duty to deliver the package. You will need to file a complaint with the US Postal Inspector that investigates mail theft and file a police report with your local police department to notify them of the theft.
WRONG ADDRESS
We are not responsible for packages that are delivered to a wrong address due to an incorrect or incomplete shipping address provided by the customer. Please email us immediately once you discover the wrong address has been provided. We can edit your shipping address before your package is ready to ship but during peak shipping seasons, it's impossible to intercept a package.
You are responsible for the shipping costs associated with re-sending the package if it's marked by USPS/UPS as not deliverable or return to sender. In most cases, packages returned to sender do not return to us in a timely manner and often deliver with damaged products due to the extended transit. Your order will be refunded minus shipping fees associated with the attempt to ship your package. We will replace damaged products at an additional fee.
Use the link below to see if your package is eligible for an interception.
REDIRECT PACKAGES
USPS Shipments:
If you have any concerns that your package could be stolen while you're away from home, please submit a request via USPS to have your mail held by your local post office for your desired time frame and for delivery at a later date. In many cases, even when you leave a note on your mailbox for the postal worker to not leave packages at your door, they leave them anyway.
USPS Hold Mail Service
UPS shipments:
UPS Delivery Options
Also, feel free to contact us and request that we send the package at a later date. We can hold the package for a later date to ensure that it delivers to you on the weekend while you're home.