Policies
Shipping
Processing time is typically 1-5 business days depending on the size of the order. There have been occasional delays due to Covid getting supplies from my vendors as well as delays in shipping times. Please keep in mind that since everything is handmade order processing time is also dependent on order size. Very large and/or complicated orders can take longer and may have a 2-3 week processing time. I do my best to provide updates on any delays and current processing times in the "News and Updates" section as they occur.
Domestic orders are shipped Monday thru Friday via USPS First Class mail. Transit time is generally 3-5 business days, but due to high package volume combined with closures and staffing issues are sometimes taking a bit longer. Please allow and additional 48-72 hours for tracking to update, shipping labels are printed in batches as I set up workflow and are automatically updated by the shipping service, however some orders are still in processing and won't ship immediately. I have Priority and Priority Express options available as well which include $50-$100 insurance, however currently USPS is unable to guarantee delivery times. Insurance is available and recommended for higher priced orders. Uninsured shipments lost or damaged in transit will not be eligible for refund or replacement.
Any search requests or claims must be filed with USPS within 60 days. After 60 days USPS will not be able to process a claim on the insurance and any items lost or damaged in transit will not be able to be replaced.
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International orders are shipped via USPS First Class international. Transit time is generally 1-2 weeks, but some locations and more outlying areas can take up to 6. In general international orders will have arrived by the 4th week, even to remote locations. Please keep in mind that due to the ongoing pandemic these timeframes can be a bit longer and are also affected by how long customs in the destination country takes to process the shipment. All First Class shipments have $100 insurance and Priority or Priority Express have $200 insurance automatically included. All options allow for additional insurance to be purchased, and orders $400 and up require a Priority option to be used.
Please note that some countries charge a customs fee/import tax. This charge is not a shipping charge, it is a tax imposed by the government of the destination country. As these charges vary for every country and often fluctuate I am not aware of how much they will be, it is the buyers responsibility to be aware of any applicable fees for their individual country.
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Any shipments returned to me for missing or incomplete address or in the case of international shipments where they were never picked up from customs will not be eligible for a refund, but I will of course be happy
to send them back out to you for the cost of the reshipment.
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Returns/Exchanges/Refunds
If you receive your order and there is something wrong, please let me know within a week of delivery. Please keep in mind that as all splints are handmade so there may be slight variations from pictured (no two swirls come out exactly the same, no two hammered finishes are exactly alike).
Because all items are custom made to order, I cannot accept returns or exchanges.
If you receive your splints and they do not fit they may be sent back for resizing. Buyer must contact for approval prior to shipping back a splint for resizing. All approved resizes must be mailed back to the address provided within 30 days.
Different companies use different sizing methods and in some cases even have their own proprietary sizes, please use the tools and instructions available on my sizing page to ensure accuracy.
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Orders are immediately sent for processing when they are placed, therefore orders cannot be changed and cancellations are not accepted. While larger orders take a bit longer, small orders that are just one or two simple splints often go out next day, sometimes even same day if the order is placed early enough. You will receive an email from Zebra Splints when the order has been shipped. Please allow 24-48 hours for USPS to update.
***7/25/2023-Please note that as I am currently working orders in very large batches shipping labels are being printed early to ensure order accuracy when processing batches. Additional time may be required for USPS to receive shipments. This notice will be removed when we have returned to normal processing in the coming weeks***
Should you receive your order and have an issue with it, please contact me immediately. Above all, I want every one of my customers to be happy. If there is something wrong with your order, I will be happy to fix it, ESPECIALLY if it is my mistake!