Shipping policy
This Shipping Policy explains how Hands Down prepares, dispatches and delivers orders placed on our website, what it costs, how long it takes and what happens if something goes wrong. It forms part of our Terms and Conditions of Sale.
1. Where we ship
We currently ship to all fifty states of the United States, including Alaska and Hawaii. We also deliver to APO, FPO and DPO military addresses, although those deliveries may take longer than the estimates below. We do not currently ship outside the United States.
We are unable to deliver to freight forwarders or package consolidation services. Orders placed to such addresses may be cancelled and refunded.
2. Order processing
Orders are checked, picked and dispatched within 24 to 48 hours of purchase, excluding weekends and public holidays. Orders placed after 2:00 PM Eastern Time are treated as received on the following business day. Orders are fulfilled by our fulfillment partner, Samtrinity (China).
During promotional periods, new collection drops and the November to December peak, processing may take up to three business days. We will always display a notice on the website when this is the case.
3. Delivery estimates
The table below shows our estimated transit time after dispatch. These are estimates based on carrier performance and are not guaranteed delivery dates.
| Destination | Estimated transit | Tracking |
|---|---|---|
| Continental United States | 6 to 12 business days | Yes, from dispatch |
| Alaska and Hawaii | 8 to 15 business days | Yes, from dispatch |
| APO, FPO and DPO | 10 to 21 business days | Limited once in the military mail system |
Transit time is counted in business days and starts the day after dispatch. Weekends and United States public holidays are not counted.
4. Shipping costs and free shipping
Shipping costs are calculated at checkout based on the destination and the contents of your order, and are always displayed before you pay. Where a free shipping threshold is offered, it applies to the order subtotal after any discount has been applied and before any applicable sales tax.
Returning an item that took your order above a free shipping threshold may result in the original shipping cost being deducted from your refund.
5. Tracking your order
You will receive a dispatch confirmation email containing a tracking number as soon as your parcel leaves the warehouse. Tracking information can take up to 72 hours to become active on the carrier network, so please allow that time before contacting us.
You can also track your order at any time from the tracking page on our website using your order number and the email address used at checkout.
6. Duties, taxes and customs
All prices displayed on our website are exclusive of any applicable sales tax, which is calculated and shown at checkout where required by law. For deliveries within the United States, you will not be asked to pay any additional import duty or customs charge on arrival.
7. Address accuracy and failed delivery
It is your responsibility to provide a complete and accurate delivery address, including any apartment, suite or unit number. Please check your order confirmation carefully and contact us immediately if anything is wrong. Once an order has been dispatched we are unable to change the delivery address or reroute the parcel.
- If a parcel is returned to us because the address was incomplete or incorrect, we will refund the order value less the original shipping cost, or reship at your expense.
- If a parcel is marked as delivered by the carrier but you cannot find it, please check with neighbours and your building management first, then contact us within seven days so that we can open a carrier claim.
- If delivery fails because nobody was available to receive the parcel, the carrier will normally attempt redelivery or leave collection instructions.
8. Split shipments
Orders containing several items may occasionally be dispatched in more than one parcel, at no extra cost to you. Where this happens you will receive a separate tracking number for each parcel.
9. Delays outside our control
We are not liable for delays caused by events outside our reasonable control, including severe weather, carrier network disruption, industrial action, customs inspection, public health measures or natural events. Where such a delay occurs we will keep you informed and help you follow up with the carrier.
10. Lost or damaged parcels
If your parcel is confirmed lost in transit, or arrives visibly damaged, contact us within thirty days of the expected delivery date. We will replace the order or refund it in full, including shipping, at no cost to you. Please keep the outer packaging and send photographs of the parcel and its contents so that we can process the claim with the carrier.
11. Contact
For any question about this policy, email hello@handsdownbeauty.com or call +1 (307) 213-4408. Our customer care team replies within one business day, Monday to Friday.