Shipping policy
HOW SOON DO WE SHIP ORDERS?
Orders are packed and shipped Monday-Friday only. Most orders are shipped within 24 hours from the order date. Orders placed on the weekend and select holidays are processed on the next business day. If we are unable to process your order due to inaccurate or incomplete payment information, your order processing may be delayed an additional 2 business days. Orders with out of stock item(s) may take an additional 5 business days to process and ship.
HOW LONG DOES SHIPMENT TAKE?
All orders leave our facility within 1-4 business days. At checkout, choose the shipment method of your choice.
US ORDERS:
1. USPS First class mail (2-5 business days) - *This option will only appear if your order weighs under one pound.
2. USPS Priority Mail (2-3 business days)
3. USPS Express mail (Guaranteed in 2 business days, 1 business day in most cases)
INTERNATIONAL AND CANADIAN ORDERS:
2. USPS Priority mail (6-21 business days)
3. USPS Express Mail (5-10 business days)
4. UPS (check rates during check out)
5. Fedex (check rates during check out)
5. DHS (check rates during check out)
*All international packages may be processed through customs regulations which may cause a slight delay with processing times.
HOW DO I TRACK MY ORDERS?
An email will be sent containing a tracking number. Log into Fedex or UPS or USPS.com (use the shipping company you enlisted for delivery) where you will enter your tracking number and retrieve tracking details.
MY ORDER HASN'T ARRIVED, WHAT SHOULD I DO?
Confirm on your invoice receipt the items you paid for. If your email displays you’re Package Tracking Numbers, check with the shipper (USPS.com or Fedex or UPS) to confirm that your packages were delivered. Click the USPS.com/UPS/Fedex link on our site to track your order status. If your packages each show a status of "delivered", please contact customer service for assistance.
AN ITEM IS MISSING FROM MY SHIPMENT, WHAT SHOULD I DO?
With your package tracking numbers, check with the shipper you enlisted for delivery (USPS.com/Fedex/UPS) to confirm that all your packages were delivered. Click the USPS.com link our site to track your order status. Be sure that all of the items in your order have been shipped already. If your packages each show a status of "delivered" and what you received is incomplete, please contact customer service for assistance.
WHY WAS MY ORDER CANCELED?
Your order may have been canceled for the following reasons:
1. Due to an unforeseen shortage in merchandise stock.
2. For your protection, we cancel any orders that are flagged as suspicious by our Risk Management Team.
We shall not be held accountable for any pricing, typographical, or other errors in any offer, and we retain the authority to annul any orders arising from such errors, even if the order has already been acknowledged.
We assure you that our customers will not incur any charges for canceled orders. However, please note that a transaction on your statement might indicate an authorization hold placed on the funds linked to the order. Rest assured, this authorization will be reversed within five to seven business days.
If you wish to proceed with your purchase, we kindly request you to place a new order. Should you require any assistance with your order, please do not hesitate to contact us.
MY TRACKING SHOWS AS DELIVERED, BUT I DID NOT RECEIVE MY PACKAGE. WHAT SHOULD I DO?
We understand that delivery issues may occur and we apologize for any inconvenience this may cause. If it has been more than 5 days since your package was updated to a “delivered” status and your merchandise has not been received, we ask that you take the following steps prior to contacting our customer service team.
1. Locate your tracking number in your shipping confirmation email or by logging into your stevensmen.com account to verify the status of your order and your shipping address.
2. Please look around your property to see if your package was tucked away out of sight by your delivery driver. Please check all entrances, or mail reception areas, if applicable.
3. Check with members of your household and neighbors to see if they have received the package on your behalf, unless you have health or safety concerns.
If you are still unable to locate the package, you can also contact us directly and we would be happy to further assist you. We will then launch an investigation and update you on our findings. If it has been determined lost during transit, a claim is filed in which we will then give you a full refund.
WHAT HAPPENS IF MY PACKAGE IS RETURNED AFTER IT IS SHIPPED?
In certain instances, packages may be returned to us as undeliverable. In the event that a package is deemed undeliverable by the carrier, a complete refund, including shipping charges, will be issued to you.
Unfortunately, we are unable to re-ship orders that have been returned to our warehouse as undeliverable. However, if you still wish to purchase the undeliverable items, we encourage you to place a new order through our website.
If you have reason to believe that your order cannot be delivered to the specified address and you have not received confirmation of its return or refund within 4 weeks from the estimated delivery date, please do not hesitate to contact us.
CAN I CHANGE MY ADDRESS ONCE MY ORDER HAS BEEN PLACED?
Once an order is submitted, we do not have the capability to change a shipping address. To make an address change, we would have to cancel the order and replace it with the correct address.