Shipping Policy

R&G Acrylics works diligently to ensure your orders reach you safely and quickly. Domestic deliveries are carried by third-party delivery companies such as UPSP and UPS, who ensure the best service possible.

Shipment confirmation & Order tracking

You will receive an email confirmation once your order is shipped. This confirmation email will include the tracking information for your order. Feel free to email us to check your order status; we're happy to help.

DAMAGED/MISSING PACKAGE:

R&G Acrylics is not liable for any products damaged or lost during shipping. We highly suggest adding **Route Package Protection to your order at checkout. This will be automatically added in the checkout process, unless you un-click the box.

If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim. 

**You may also file a claim with Route, if you selected Package Protection at checkout. https://claims.route.com/ 

R&G Acrylics does not refund for damaged or missing packages.  It is the customers' responsibility to provide a correct shipping address, and/or select **Route Package Protection at checkout.

RETURNED PACKAGES:

If a customer's package is returned to R&G Acrylics for any reason, we will send a new invoice for the cost of reshipping the package. If the customer does not pay the new invoice within 7 days R&G Acrylics will refund the order minus shipping charges and notify the customer of the returned package.  The customer may reorder the order if they would like at that time. 

Also, we are always available to answer any questions and listen to suggestions, happy to answer regarding our delivery policy.

My Tracking says "DELIVERED" but I haven't received anything.

Don't worry here's what happens! Occasionally, a parcel will be marked delivered by the shipping carrier prematurely, if you received a delivery notice, only to find your parcel is not nowhere to be seen, here is some information you should know. 

DOMESTIC ORDERS

If you receive this notice, but the package is not in your mailbox, in your apartment office, or on the doorstep, here are some things to know, organized by courier:

What to do if your order was shipped USPS FIRST CLASS (most orders are shipped USPS First Class):

  • USPS delivery vans have GPS that sometimes automatically updates a shipment as "delivered" prematurely. Wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day
  • Contact your local post office. Make sure to call your LOCAL OFFICE, and NOT the USPS HOTLINE (this can take a lot of time, and they only tell you what the tracking already says). Ask them who delivered the parcel and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information
  • If the parcel does not show up (an extremely rare occasion), please call the Post Office and file a claim. rae&grace cannot reimburse orders that were delivered incorrectly by the post office or stolen from a property, thank you for understanding! (Read our Terms and Conditions)

    What to do if your order was shipped USPS PRIORITY:

    • USPS delivery vans have GPS that sometimes automatically updates a shipment as "delivered" prematurely. Wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day
    • Contact your local post office. Make sure to call your LOCAL OFFICE, and NOT the USPS HOTLINE (this can take a lot of time, and in the end, they only tell you what your tracking says). Ask them who delivered the parcel and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information
    • If the parcel does not show up (an extremely rare occasion), please call the Post Office and file a claim. You can call the USPS Hotline to file a claim, or you can do it online. Priority Mail comes insured by the USPS, and they are liable for packages delivered incorrectly or stolen property in most cases. rae & grace cannot reimburse orders that were delivered incorrectly by the post office or stolen from a property, thank you for understanding! (Read our Terms and Conditions)

    What to do if your order was shipped UPS

    • Allow an extra business day for your parcel to arrive. 
    • Contact UPS Hotline - they are liable for packages delivered incorrectly 1-800-742-5877

      INTERNATIONAL ORDERS

      Often, an international parcel is marked as "delivered" when it arrives at a processing facility, or as soon as the order has been processed over to the new tracking system. 

      It's very common for there to be a lag in time from when the parcel is marked as "delivered" to when you are notified to pick up the parcel (this may vary with different couriers who have different COD options).  

      Things to do:

      • Check your mailbox daily for a notice from your local post to go pick up your parcel
      • Contact your local customs office and inquire about your delivery
      • Things NOT to do:Panic - we receive messages quite often from concerned customers who have received a "Delivery" notice, only to find their parcel is nowhere. Without fail, the package is usually delivered a few days later, or a notice from customs is found in the mailbox.
      • Contact USPS - they are not able to inquire of parcels once they reach a different country

        IF YOUR PARCEL WAS DELIVERED BY UPS:

        • Allow an extra business day for your item to be delivered
        • Contact UPS hotline International: 1-800-782-7892

          If you have further concerns, I recommend reaching out to your local customs office, as they usually have more immediate answers regarding shipping than we do.

          Should you have any further questions or concerns, please feel free to reach out to us! We're always happy to help in whatever way we can.