Shipping policy

Processing vs. Shipping Time

Processing time and shipping time are not the same — they are two separate phases of every order.

• Processing time is how long it takes us to handcraft, prepare, and package your order before it leaves our facility.
• Shipping time is how long it takes the carrier (USPS, UPS, etc.) to deliver your package after it has been fulfilled and scanned into their system.

Your total wait time is processing time + shipping time combined. These are not overlapping — shipping time begins only after processing is complete and your order has been handed off to the carrier. For example, if your order takes 14 business days to process and 3 business days to ship, your total delivery time would be 17 business days from the date of purchase — not 14. Processing times may also extend beyond the estimated window during high-volume periods.

Not receiving your order within the processing window alone does not mean it is late. To check the current status of your order at any time, you can:

• Log into your account on our website
• Use the Shop app (by Shopify) to track your order in real time
• Check your tracking number directly on the carrier's website once a tracking number has been provided

If your tracking number shows "Label Created" or "Shipping Info Received" but no movement, your order has been prepared and is awaiting the carrier's first scan — this is normal and does not mean your package is lost or delayed.

Handmade Products & Small-Batch Variations

All of our products are handmade in small batches. Because of this, natural variations in color, texture, scent strength, and appearance may occur from one batch to another. These variations are normal and are part of the unique, handcrafted nature of our offerings.

Ingredient availability and seasonal changes may also influence how a product looks or smells compared to a previous purchase. We continuously refine and improve our formulas to ensure the highest quality and performance, which means recipes may be adjusted at any time without prior notice.

By purchasing from our shop, you acknowledge and accept that handmade items may not always match previous batches exactly, and that minor differences do not qualify as defects.

Processing Time

Most orders are processed and fulfilled within 14 business days during high-volume periods, restocks, or product launches.

U.S. holidays may add an additional 1–2 business days to processing times, as both carriers and fulfillment centers may experience delays.

You will receive an email confirmation once your order has been fulfilled and a separate email with tracking information once it has shipped.

Domestic Shipping (United States)

We ship domestic orders via USPS. Delivery times vary by location and shipping method selected at checkout, but typically range from 3–7 business days after fulfillment.

Once your order has been handed to USPS, delivery speed and tracking updates are managed entirely by the carrier and are outside of our control.

International Shipping

International orders are shipped via UPS, FedEx or DHL. Delivery times vary depending on destination but typically range from 5–14 business days after fulfillment.

Please note that customs inspections, import duties, or regional carrier hand-offs may cause additional delays that are outside our control.

Customs, Duties, and Taxes

Customers are responsible for all customs fees, import duties, taxes, and any other charges imposed by their country of residence. These fees are not included in the product price or shipping cost at checkout. We are unable to mark shipments as "gifts" or falsify customs documentation.

Customs Duty Adjustments & Carrier Brokerage Fees

Our carriers may reassess duties, taxes, or brokerage fees after your package is processed by customs. These adjusted fees can differ from the estimated amounts displayed at checkout.

If the carrier or your country's customs agency charges a higher amount than originally estimated, we reserve the right to invoice you for the difference. This may occur when:

• Your shipment is reclassified or recoded by customs
• Your country updates import tax or VAT rates
• Additional UPS brokerage, handling, or clearance fees are applied
• Carrier bills us directly for unpaid or refused duties/taxes

Should an adjustment be required, you will receive an email with the updated amount. Your order may be temporarily paused in customs release or fulfillment until the balance is paid.

By placing an international order, you authorize us to collect any additional customs-related costs billed to us by the carrier or your local customs agency. Failure to pay these charges may result in the package being returned, abandoned, or destroyed by customs. No refunds are issued for orders affected by unpaid customs fees.

Refused or Returned International Shipments

International customers are responsible for any import duties, taxes, or customs clearance fees. If a carrier returns a shipment due to unpaid duties, refusal, or unclaimed status, we will notify the customer with options to:

1. Pay for reshipment (shipping + duties + handling), or
2. Request a refund minus all incurred fees

If the customer does not respond within 14 calendar days of notification, the order will be considered abandoned. In that case, we will retain the order value to cover shipping, return shipping, customs, and a restocking fee of up to 30% of the order value. If the returned merchandise is in resalable condition, a refund less these costs or store credit may be issued at our discretion. If a shipment is destroyed or lost by customs and cannot be recovered, we are not responsible for refunding duties or order cost.

We strongly recommend that customers pay any duties or fees requested by local customs to avoid delays or returns.

Order Tracking

Once your order has been shipped, you will receive an email with tracking information. Please note that it can take up to 48–72 hours for tracking updates to appear after the shipping label has been created.

This delay is normal and depends on when the carrier performs their initial scan at the sorting facility. Until the first scan occurs, your tracking number may only show as "Label Created" or "Shipping Info Received." This does not mean your package hasn't been shipped — it simply hasn't been processed through the carrier's system yet.

You can track your order at any time by:

• Logging into your account on our website
• Using the Shop app (by Shopify) for real-time updates
• Visiting the carrier's website and entering your tracking number directly

For the most accurate tracking updates, we recommend checking directly on the carrier's website once the first scan has been recorded.

Packages Marked as Delivered

If your tracking shows your package has been marked as "Delivered" but you have not physically received it, please note the following:

• USPS may mark a package as delivered up to 2 business days before actual delivery. This is a known carrier practice and occurs when packages are pre-scanned before being loaded for final delivery. We experience this regularly and it is not cause for alarm.
• Check all delivery locations at your address — front door, back door, side entrances, porches, mailbox, parcel lockers, and with any household members or neighbors.
• If your package has not arrived within 2 business days of the "Delivered" status, you must contact the carrier directly using your tracking number. The carrier is the only party that can investigate the whereabouts of a package once it is marked as delivered.

We do not have access to carrier delivery routes, GPS data, or driver information. Once a package leaves our facility, all delivery logistics are managed exclusively by the carrier. We are unable to open delivery investigations, file missing package claims with the carrier on your behalf, or issue refunds for packages the carrier has marked as delivered.

If the carrier confirms the package is lost after their investigation, please contact us with the carrier's case number or written confirmation and we will work with you on next steps.

Lost Packages

If your tracking has not updated for an extended period or your package appears to be lost in transit, you must contact the shipping carrier directly to open an investigation. We are unable to locate, reroute, or retrieve packages once they are in the carrier's possession.

• USPS: File a Missing Mail Search Request or call 1-800-ASK-USPS (1-800-275-8777)
• UPS: File a Claim with UPS or call 1-800-742-5877

The carrier is the only party with access to scan data, route information, and delivery confirmation details. Filing directly with them is the fastest path to a resolution.

If the carrier confirms your package is lost and provides a case number or written confirmation, please submit a support ticket at support.themanifestationdoll.com with that documentation, and we will assist you from there.

Delays

We are not responsible for delays caused by shipping carriers, customs, weather, natural disasters, or other circumstances beyond our control. Once an order has been handed over to the carrier, the delivery timeline and tracking updates are managed entirely by that carrier.

During peak seasons, holidays, or high-volume events, both processing and transit times may be longer than usual. We appreciate your patience and understanding during these times.

If your tracking shows no movement or updates for more than 14 business days after the carrier's first scan, please contact the carrier directly to open an inquiry. If the carrier is unable to resolve the issue, you may then reach out to us at support.themanifestationdoll.com with your tracking number and any case reference from the carrier.

Order Changes, Cancellations, and Combining Orders

To maintain fast and accurate fulfillment, we do not combine separate orders into a single shipment. Each order is processed individually and will ship as originally placed.

Once an order is submitted, we are unable to:

• Combine multiple orders into one shipment
• Add items to an existing order
• Remove items from an existing order
• Modify shipping methods
• Change discount codes applied at checkout

If you need additional items, please place a new order. All orders will be fulfilled in the order they were received. This policy helps prevent packing errors, ensures inventory accuracy, and keeps processing times as fast as possible for all customers.

Incorrect Address / Undeliverable Packages

Please ensure your shipping address is correct at checkout. If an order is returned to us due to an incorrect or incomplete address, the customer will be responsible for any additional shipping fees to resend the package.

Damaged Packages

Once an order has been handed over to the shipping carrier, it is no longer under our control. However, if your package arrives damaged or appears mishandled, please follow these steps carefully to ensure a successful claim through our shipping insurance provider:

1. Before opening the package, take clear photographs of the outer packaging, especially if it shows visible damage (crushed corners, leaks, torn edges, or stains).
2. If any products inside are damaged or broken, take detailed photographs of all damages and retain both the products and the original packaging exactly as received.
   Do not dispose of or return damaged items unless instructed.
3. Submit a support ticket at support.themanifestationdoll.com and include:
   • Your order number
   • A list of all damaged or broken products
   • All supporting photographs showing damage to both packaging and contents

We will initiate a claim on your behalf with our shipping insurance provider. Please note that we cannot file or process any claims without both photographic evidence and a detailed list of the affected products.

Important Notes for Damage Claims

• All packaging materials and damaged goods must be retained in their original form until the claim is fully resolved.
• Do not send damaged items back to us unless specifically requested.
• Claims may require verification; retaining your packaging and photos is essential.
• If the shipping carrier or insurance provider requests additional documentation, we will contact you directly.

These requirements align with our insurance partner (ParcelGuard / Shipsurance) and are necessary for claim approval.

Questions

If you have any questions about your order or shipping, please contact us at [email protected] or submit a ticket at support.themanifestationdoll.com.

Last updated: 03/15/2026