Below is a detailed outline of our policies. Please read them carefully before placing your order. Once you have committed to placing an order you are entering into a mutual agreement that tells us you have read and understood each section below.
As this is a small independently run business, please be aware that the current turnaround time is approximately around 1 week for shipping from purchase date. We are committed to keeping our production local; we work with small, independent businesses & companies based in our hometowns of Philadelphia & St. Paul, as well as other US based vendors and crafts people. This ensures no overseas ethical conflicts while allowing us to support our community and have a hands on commitment at every step of our production.
We are committed to providing kind and efficient customer service. Should you have any question or concern about your order before placing it or after you have received it, please reach out to us here: firstname.lastname@example.org and we will take care of you.
Major Credit Cards are accepted.
It's easy to use and can be linked up to either your bank account or credit card. The site is very secure and the customer service people are very helpful.
Orders ship approximately 1 week or less from time of purchase. Once your order has shipped, an automated note of confirmation with tracking information ( when applicable) will be sent to the email used to place your order.
You should expect to receive your order between 2-5 days once your order has shipped within the stated turnaround time as we ship every order without the Express shipping upgrade, via Priority mail. We recommend adding signature confirmation to your order to ensure it safely reaches you as it confirms both to USPS and to us that your order has been received. This also means that they will not leave it at your chosen shipping destination without a signature. If you are not home, it will be taken to your local post office for pickup, or your postal worker will make another attempt to deliver the package.This varies in different states. Please choose the most secure shipping address.
It has been our experience that adding insurance does not cover theft, it only covers damage due to mishandling via USPS. At this time we do not offer an insurance option for shipping, but if you feel you would like to add this as well, please communicate with us either prior to placing your order or follow up as soon as your order has been placed: email@example.com.
We are *NOT* responsible for the loss or theft of your package once it has left our studio. It is your responsibility to ship your order to the most secure address.
At this time we can only offer First Class mail services. You can expect to receive your order between 10 days - 2 months (in extreme cases) and usually dependent on your country's custom laws, once the order has shipped within the stated turnaround time. This shipping method unfortuantely does not provide a tracking number. This means that once it leaves the US borders, there is no way to track where your package is. Please ship to the most secure address possible and understand that customs may hold your package for an unspecified amount of time. We have no control over other countries' shipping services.
Every country's import taxes (and or) duty fees are different and it is your responsiblity alone to be aware of your own country's custom laws as well as your responsibility to pay the additional taxes & duty fees that goes along with importing merchandise from our country. We can not know how much the additional fees are. Custom laws vary from country to country, some countries will hold your order for pick up. If you decline to retrieve your package from customs within their turn around time and it is shipped back to us, it is your responsibility to purchase additional shipping.
Falsifying shipping documents is illegal here in the US so please DON'T ask us to add a lesser value to these documents than what the order is actually worth.
Refunds and Exchanges
Due to the unique custom nature & limited editions of these objects we are not accepting refunds or exchanges.
Please know we are firm on this policy. Make an informed purchase by carefully reading through the policy section as well as by asking any questions you may have about an item before purchasing it via firstname.lastname@example.org
With all of this said, it's our upmost goal that you are happy with your order. Should you have any valid quality control concerns once you have received your order, please contact us immediately and we will kindly work with you to form a resolution that you will be happy with.
It is part of our business ethic to always handle our clients with kindness and understanding. We will always treat you with respect and we ask that you treat us likewise.
Please visit Black Phoenix Alchemy Lab's FAQ section HERE for relevant questions concerning shelf life, lincdredients and storage.
For more about the artists and craftspeople involved in this project, please visit the About page.