Shipping
At this time we only ship within the United States. All retail orders are typically shipped out in 1-2 business days, but may take longer at any given time, for any given reason. We ship via UPS Ground or 2-Day air which then typically takes an additional 2-4 days for the product to arrive (within the 48 contiguous States). Shipping times are not guaranteed and are subject to change at any time for any reason.
Once a package leaves our facility and/or makes it into the possession of the carrier, Derived Creations is no longer liable for the status or location of your order. Note that any attempt or request to cancel or chargeback an order after it is placed or shipped, will be viewed as attempted fraud and a violation of our Terms of Service, and we may, in our sole discretion, prevent you from ordering from any or all websites and retail locations operated by us or our affiliated companies.
All questions emailed to customer service will be answered as quickly as possible but are not guaranteed a response. Derived Creations uses a UPS address verification system. If your address is not confirmed you will receive a phone call or email from our customer service department. In certain cases this may delay your order. If we do not receive a response within 48 hours of the final attempt, your order is subject to be canceled and refunded without your consent.
Based on the value of your order, Derived Creations customer service department may reach out to you to verify additional information to ensure the accuracy and legitimacy of the order. In certain cases this may delay your order. Shipping times are not guaranteed and are subject to change at any time for any reason.
Lost, Stolen or Missing Packages After Delivery
Once an order has been shipped and accepted by the carrier, Derived Creations is not responsible for packages that are lost or stolen, forwarded, or otherwise unable to be located due to circumstances outside of our control.
Customers are responsible for providing a complete and accurate shipping address at checkout. Derived Creations is not responsible for delivery issues resulting from incorrect or incomplete addresses provided by the customer.
Once an order has been accepted by the carrier, we are unable to change, update, or redirect the shipping address. If an address correction or delivery change is needed after shipment, customers should contact UPS directly regarding any available forwarding, hold, or package intercept options.
If tracking shows a package as delivered but the customer claims to have not received it, we recommend first checking with household members, neighbors, your mailroom or property management office, and your local UPS and USPS offices. Customers should also submit a missing mail or delivery inquiry directly with UPS when appropriate.
If tracking shows that a package is still in transit and has not received an update for an extended period, please contact our Customer Experience team. We will review the tracking information and assist with the appropriate next steps.
Derived Creations will always make a reasonable effort to help investigate shipping and delivery issues. However, submitting a claim or inquiry does not guarantee a replacement or refund. Replacement or refund eligibility will be determined on a case-by-case basis based on the circumstances of the shipment, carrier tracking information, and any other available information.
If a package is returned to Derived Creations due to an incorrect, incomplete, or undeliverable address, the order could be reshipped in accordance with our return and refund policies.
We strongly encourage customers to monitor their tracking information and make arrangements to receive their package when delivery is expected. Derived Creations cannot be held responsible for packages that are stolen or go missing after the carrier has confirmed delivery.