International Shipping Information
All our products are made in the US and ship from the US. If you live outside of the US and are ordering one or more of our products, please read through the information on this page carefully. Returns/refunds will not be accepted except in accordance with the guidelines on this page.
We use First Class Mail International for all our international orders. Please read the information below to have a better idea of what to expect with your international order.
First Class Mail International
Tracking. All international orders come with tracked shipping. Once your order is shipped out, you will receive a confirmation email with your tracking number. You can enter that tracking number HERE to see the status of your package. Please note, this is a US tracking number. Once your package arrives in the destination county, a local tracking number may be issued, and the US Postal Service tracking number may have less detailed information.
Timeline and cost. The shipping price and estimated arrival date for your package will vary based on your location. For the shipping price, please refer to the checkout page. For the estimated delivery date, please see the tracking number in your shipping confirmation email. On average, we've found that shipping outside of the US generally takes around 2 weeks.
Customs. Depending on the local regulations of the country you are shipping to, your package may be subject to further customs inspection. Your package may be held at the customs office, and it may be subject to extra customs tax upon arrival, depending on your country's regulations. Any charge incurred in the process of clearing customs is the sole responsibility of the customer, and in reading this information sheet, the customer acknowledges that they will be responsible for any/all customs charges.
What if my package gets lost?
If, after a reasonable amount of time, your product has not arrived and there have not been any updates on the tracking number, there are a few steps you can take to get more information on your package.
Please note that once the package leaves the US, the US Postal Service no longer has jurisdiction over it and may only have limited information on its whereabouts. The postal service of the destination country will be able to further assist you in finding your package.
Please also note that as a retailer, The Dua Journal has very little control over what happens to a package once it leaves the US. The most we are able to do is to watch the tracking and submit an inquiry with the US Postal Service. However, as stated above, that will likely result in very little information in the case of a product shipped internationally.
Local postal carrier. Your first stop if you suspect your package may have gone missing in transit is to contact your local postal carrier. Depending on the country you are in, you may be able to do this via a website, phone, or in person at an office. You should bring your tracking number and any tracking information you have on your package so far, so that they can better assist you.
Local/national customs office. If your local postal carrier does not have any information on your package, then it is highly likely that it is with your local customs office. Depending on the country you are in, you may be able to get in touch with customs via a website, phone, or in person at an office. Again, please bring your tracking number and all of your tracking information to date, so that they may best assist you.
Get in touch with us. If you have spoken to both your local postal carrier and your customs office and the package is still unaccounted for, please get in touch with us, and we can help you look for further solutions.
Returns and refunds
If you have followed all of the steps above and your package is still undelivered (after a reasonable amount of time) or arrives in damaged condition, you will be eligible for a refund.
In the case of an undelivered/lost package, please contact us at email@example.com with your order number, order date, and the correspondence you've had with the local postal carrier or customs offices. The price of the product, minus shipping, will be refunded to your original payment method.
In the case of a product damaged upon delivery, please reach out to us at firstname.lastname@example.org with your order number, order date, and photos of the damaged product and/or packaging. The price of the product, minus shipping, will be refunded to your original payment method.