Shipping and Returns Information
Return, Refund, and Exchange Policy
If you are unsatisfied with your order, we are happy to work with you to make it right! First, read through the information on this page to get an idea of what our policy is on returns and exchanges. Then, please feel free to reach out to us at firstname.lastname@example.org for assistance with your order.
Damaged Goods/Manufacturer Defect
While we do our best to ensure that our products are packaged in a way that keeps them safe during transit, once in a while the postal service will cause damage to the journal in the course of delivery. If your journal arrives in a clearly damaged condition, there are two steps to take.
1. Call your local post office to file a formal complaint. Let them know that your package was handled in a rough manner that resulted in it arriving damaged.
2. Send us an email at email@example.com. Please include your order number and photos of the damage to the packaging and journal(s). We will instruct you on how to return the journal to us and receive a refund in shaa Allah.
In the rare case of a manufacturer defect (page missing content, etc) please reach out to us at the above email address with your order number and photos of the issue. We will instruct you on how to conduct a return, as well as starting an investigation with our printing company to avoid future errors.
Unfortunately, we are not able to accept returns on journals that have already been written in or used in any way. If you have already written in your journal and are dissatisfied with any aspect of it, please send us an email at firstname.lastname@example.org, where we can discuss different solutions.
Returns, Exchanges and Refunds
If you are dissatisfied with your journal or change your mind about it, there are a couple of different options.
1. Cancel your order: If you order has not shipped out yet, we will be able to process a cancellation and a full refund. Please reach out to us via our contact form or our email at email@example.com. Make sure to include your order number in your email.
2. Return your journal: If your order has already shipped and you change your mind, you can return the (unused) journal to us. Either refuse the delivery, and the postal service will send it back to us free of charge, or get in touch with us via our email for our return address. Once we receive the package and verify it is still in new condition, we will process the refund for the price of the journal.
Please note: We will not accept journals that have been written in or used in any way. Returned journals must be in brand new condition. Please also note that in the case of a return, your refund will be for the cost of the journal, not including shipping (as it was shipped to you and that money has already been used).
3. Exchanges: If you decide you want a different journal instead of the one you ordered, you may follow the steps above for an order cancellation or return, and then order the correct journal, in shaa Allah.
Domestic (US) Shipping Information
All our products are made in the US and ship from our office in Nebraska. Returns/refunds will not be accepted except in accordance with the guidelines on this page.
We use First Class mail through USPS to ship our domestic packages. Please read the information below to get a better understanding of our packing and shipping procedures.
First Class Shipping
Tracking. All domestic 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.
Timeline and cost. The shipping price will vary based on your location and the number of journals in your order. 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 the postal service is able to deliver within the three business day timeline, though they sometimes do experience delays that are outside of our control.
Please Note: When we say that USPS will deliver First Class Shipping within 3 business days, this refers to the amount of time it will take the postal service to get the package to you once it is in their hands. This does not include the time it takes us to package and send your order out, though we do our best to make sure we are able to get each order out within a timely manner (usually a couple of days). Please also note that the three business days does not include weekends or holidays. We cannot guarantee the postal service will be able to deliver to you within three days, but we do our best to prevent delays from our end wherever possible.
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 we can take to locate the package.
First, get in touch with your local post office with your tracking number. They may have more information for you on where the package is, and why there hasn't been an update.
Second, send us an email at firstname.lastname@example.org. Please remember to include your order number. If you didn't get any information from the post office on your package, we will submit a "lost mail" claim with USPS. If, as a result of USPS investigation, your package is still not found, you will be eligible for a refund on the cost of the journal, minus shipping.
Please see the section above on damaged packages for further information on what to do if your journal(s) arrive damaged.
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.
Please note that shipping services have been severely delayed due to COVID-19, and may take longer than usual to get your order to you.
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, including submitting a "lost mail" inquiry with USPS.
Returns and refunds
If you have followed all of the steps above and your package is still undelivered and USPS has not been able to locate it in the course of their investigation, or arrives in severely damaged condition, you may 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. For more information, please see the section on damaged products above.