Shipping Policy

This page sets out how shipping works at DUSKMELLOW: where parcels go, how long packing takes, what delivery costs, and what happens if something goes wrong in transit.

Where we ship

We ship to street addresses within the United States. Deliveries require an adult signature, so a parcel cannot be left at the door and cannot be handed to anyone under 18. The shipping restrictions page covers destinations we cannot serve and the rules on forwarding services.

Handling time

Orders are picked and packed on business days, usually within one to two business days of the age check clearing. Orders placed at a weekend or on a public holiday begin processing on the next business day. Around peak periods, handling may take an extra day, and any delay of that kind is posted at the top of this page.

Shipping charges and options

The available shipping services and their prices are shown at checkout before payment, calculated from the delivery address and the weight of the parcel. Standard and expedited services are both adult-signature services; there is no cheaper unsigned option, because an unsigned parcel cannot be delivered under our age rules. Shipping charges are not refundable unless the item is damaged, faulty or not as described.

Estimated transit time

Transit estimates are provided by the carrier and count business days after dispatch, not after the order is placed. Weather, carrier backlogs and incorrect addresses can all extend them. Tracking is emailed as soon as a label is generated, and it is the fastest way to see where a parcel is. If tracking has not moved for several business days, contact support and we will open a trace with the carrier.

Signature and identification

An adult signature is required on delivery. The carrier may also ask to see photo identification, and will refuse delivery if the person answering cannot show that they are 18 or over. If nobody eligible is available, the carrier usually attempts delivery again the next business day or holds the parcel at a local depot. Parcels returned to us after repeated failed attempts are refunded minus the shipping cost.

Damaged or lost parcels

If a parcel arrives with visible damage to the outer box, note it with the carrier if you can and photograph the packaging before opening it. Report damage or a missing item within 48 hours of delivery so that a claim can be filed while it is still within the carrier window. If tracking shows delivery but nothing arrived, contact us and we will start a trace; most traced parcels are found within a few days.

Packing and discretion

Every parcel leaves in plain outer packaging with no contents description on the outside, a neutral sender name, and no marketing inserts inside. The discretion policy explains what appears on the label and what appears on a card statement.

Contact

Email [email protected] or call +1 212 555 0142. Both routes reach the same support desk, and messages are answered on business days.