Shipping Policy

Last Updated: November 18, 2025

At SugarSkin, we're committed to getting your Cloud Collection products to you safely and promptly. This Shipping Policy outlines our processing times, shipping methods, costs, and what to expect when you place an order.

1. Pre-Order Shipping Information

2. Shipping Locations

Domestic Shipping (United States)

We currently ship to all 50 U.S. states, including:

• All street addresses
• P.O. Boxes (USPS delivery only)
• APO/FPO military addresses
• U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands)

International Shipping

Currently, we only ship within the United States. We hope to expand international shipping in the future. If you're interested in international delivery, please email hello@bysugarskin.com and we'll add you to our notification list.

3. Processing Time

Pre-Orders (Current)

• Order Date: Now through December 14, 2025
• Production: November-December 2025
• Ship Date: December 15, 2025
• Estimated Delivery: December 18-22, 2025 (standard shipping)

Standard Orders (After Launch)

Once we transition from pre-orders to regular inventory:

• Processing Time: 1-3 business days
• Ship Time: 3-7 business days after processing
• Total Time: 4-10 business days from order to delivery

Note: Processing times exclude weekends and holidays. Orders placed Friday-Sunday will begin processing the following Monday.

4. Shipping Methods and Costs

Carrier Information

We ship via USPS (United States Postal Service), ensuring reliable delivery to all U.S. addresses including P.O. Boxes.

5. Order Tracking

Stay informed about your order every step of the way:

Order Confirmation

• You'll receive an order confirmation email immediately after purchase
• Email includes order number, items ordered, and billing information
• Keep this email for your records

Shipping Confirmation

• You'll receive a shipping notification email when your order ships
• Email includes tracking number and carrier information
• Click the tracking link to follow your package's journey
• Expected for pre-orders: December 15, 2025

Tracking Your Package

• Click the tracking link in your shipping email
• Visit the carrier's website and enter your tracking number
• Tracking updates may take 24 hours to appear after shipping
• Contact us if you haven't received tracking info within 48 hours of ship date

6. Delivery Issues

Lost Packages

If your package shows as delivered but you haven't received it:

1. Check with neighbors or building management
2. Look in alternate delivery locations (garage, side door, mailbox)
3. Wait 24 hours (sometimes marked delivered early)
4. Contact us at hello@bysugarskin.com after 24 hours

We will work with the carrier to locate your package. If the package cannot be recovered, we will send a replacement or issue a refund at our discretion.

Damaged Packages

If your package arrives damaged:

• Take photos of the damaged packaging and products
• Contact us at hello@bysugarskin.com within 48 hours
• Include your order number and photos
• We will send a replacement at no additional cost

Delayed Shipments

While rare, delays can occur due to:

• Weather conditions (hurricanes, snowstorms, floods)
• Carrier delays or strikes
• High-volume shipping periods (holidays)
• Customs delays (for territories)
• Incorrect address provided

We are not responsible for carrier delays beyond our control, but we will assist in tracking and resolving issues.

7. Address Requirements

Accurate Address Information

Please ensure your shipping address is complete and accurate:

• Include apartment, suite, or unit numbers
• Use the full street name (not abbreviations)
• Provide correct ZIP code
• Include recipient name and phone number

Address Verification

We verify all addresses before shipping. If there's an issue:

• We'll email you to confirm the correct address
• Your order may be delayed until we receive confirmation
• Incorrect addresses may result in returned packages (additional fees may apply)

Changing Your Address

Pre-Orders: You may update your shipping address up to 48 hours before the December 15, 2025 ship date. Email hello@bysugarskin.com with your order number and new address.

Regular Orders: Address changes must be requested within 24 hours of placing your order, before the order has been processed and shipped.

After Shipment: Once your order has shipped, we cannot modify the delivery address. Contact the carrier directly to request address changes or delivery holds.

8. Refused or Undeliverable Packages

Customer Refusal

If you refuse delivery:

• The package will be returned to us
• Original shipping costs are non-refundable
• Return shipping fees will be deducted from your refund
• Refund processed after we receive the returned package

Undeliverable Addresses

If the carrier cannot deliver due to an incorrect address:

• The package will be returned to us
• We will contact you to confirm the correct address
• Additional shipping fees will apply for reshipment
• Original shipping costs are non-refundable

9. Order Modifications and Cancellations

Modifying Your Order

To add or remove items from your order:

• Contact us at hello@bysugarskin.com immediately
• Pre-orders: Modifications accepted up to November 1, 2025
• Regular orders: Must be requested within 2 hours of placing order
• We cannot guarantee modifications after these timeframes

Cancelling Your Order

Pre-Orders:

• May be cancelled within 24 hours of placement for full refund
• After 24 hours, cancellations are not accepted (production has begun)
• Email hello@bysugarskin.com to request cancellation

Regular Orders:

• May be cancelled before order is processed and shipped
• Contact us immediately at hello@bysugarskin.com
• Once shipped, standard return policy applies

10. Special Circumstances

Military Addresses (APO/FPO)

• Shipped via USPS to all APO/FPO addresses
• Delivery times may be longer (7-21 days)
• Standard shipping rates apply
• Free shipping threshold applies ($50+)

U.S. Territories

Shipping to Puerto Rico, Guam, and U.S. Virgin Islands:

• Delivered via USPS
• Extended delivery times (7-14 days)
• Standard shipping rates apply
• Additional customs documentation may be required

Weather-Related Delays

Florida-based production means we monitor hurricanes and tropical storms:

• We will notify customers of any production delays
• Safety is our priority; delays may occur during severe weather
• Updated ship dates will be communicated via email

11. Customs and Import Fees

While we currently ship only within the U.S., shipments to U.S. territories may be subject to:

• Local taxes or customs fees (customer responsibility)
• Additional documentation requirements
• Extended delivery times for customs processing

12. Packaging

Your products arrive beautifully packaged and protected:

• Products securely wrapped to prevent damage
• Eco-friendly packaging materials when possible
• Branded packaging for a premium unboxing experience
• Proper cushioning for glass or delicate items
• Includes product information and usage instructions

13. Contact Us

Have questions about shipping? We're here to help!

Note: This shipping policy is subject to change. Any updates will be posted on this page. Continued use of our Site after changes constitutes acceptance of the updated policy.