Shipping Policy
Carriers
Orders are shipped with the carrier that offers the best rates for the size and shipping location of the package.
In the USA, we ship with USPS, UPS, FedEx, DHL, SurePost, and some smaller local carriers. DHL and SurePost typically hand off packages to USPS for final delivery.
Only serving to USA. International orders are not available at this time.
Shipping Rates
Orders are estimated to be delivered within the following timeframes. Pre-orders have an estimated waiting period noted on the product pages.
The free shipping threshold is based on the subtotal of the order. The subtotal is calculated after discounts, and before taxes/shipping.
Contiguous United States: 1-5 Business Days, $9.99 - $11.99 ; Free Shipping at $70+
Alaska & Hawaii: 6-10 Business Days to major cities like Honolulu and Anchorage; other locations may take up to 20 business days, $14.99 ; Free Shipping at $99+
Armed Services: 7-15 Business Days, $14.99 ; Free Shipping at $99+
US Territories: 6-10 Business Days, charged at cost - see price at checkout
Delivery Instructions
If you need to leave specific delivery instructions, please wait to receive the shipping confirmation email that contains your tracking link. Follow the tracking link and provide the instructions directly to the carrier.
Update Shipping Address
If you need to update your shipping address, you can do so by going to your Order Confirmation email and clicking the button that says "View your order". On that page, you will see another button that says "Update Address".
If your country location is changing, please contact us at info@twoquacks.com to see if we can ship to that location. Additional shipping and customs fees may apply.
If you have already received a shipping confirmation, we cannot change the shipping address. Some carriers will let you change the address to a pickup location at one of their stores. You can also try contacting the address the package is shipping to and see if they can help you pick up the package from them.
Delivery Issues
First, confirm your shipping address did not have any typos or missing information by going to your shipping notification email and clicking the link to "View your order".
If there is an error in your shipping address, but the tracking on your package is still active, you will need to contact the carrier to request a package redirect to the correct address.
Carrier Hasn't Received Package
Tracking Hasn't Updated
If the tracking history for your package shows no movement for seven days, please contact the customer service team of the carrier and request a missing package search.
Package Marked Delivered, But Not Received
The faster you follow these steps, the better the chances are of you recovering your package quickly.
First, confirm your shipping address did not have any typos or missing information by going to your shipping notification email and clicking the link to "View your order".
If your shipping address is incorrect, the fastest way to retrieve your package may be to travel to that address and pick up the package. If you are not near that address, you can try contacting them to see if they can help get it to you, or wait for them to send the package back to us as “Return to Sender”.
If there are no errors in your shipping address, please follow the steps below to try and recover your package:
- Check to see if the package was dropped off at any of your neighbors' places or places with similar addresses.
- If you live in a residence that has an office that receives packages for you, you might also try checking (and double checking) with them to make sure they haven't received anything.
- If your residence has a parcel locker, check for a key in your mailbox.
- Occasionally carriers will mistakenly mark an order as delivered before they've actually delivered it (sometimes up to 48 hours early). Contact the carrier's customer support and let them know your order was marked as delivered but you didn't receive it.
- If the final delivery of your package was with USPS, contact your local USPS office.
- Submit a missing package claim with the carrier. UPS / USPS / FedEx
If you haven't received any updates from the carrier after seven days have passed since contacting them or submitting a claim, please email us at info@twoquacks.com and we will do what we can to help!
