Shipping Policy

1. Where We Ship

We currently ship to all 50 US states, Washington D.C., and US military APO/FPO/DPO addresses.

We don't ship internationally yet. If you're outside the US, get on the list at the footer of houseofsxren.com — international launch will go out to subscribers first.

2. Processing Time

Orders placed Monday through Friday before 2:00 PM CT are processed within two (2) business days. Orders placed Friday after 2:00 PM, on weekends, or on US federal holidays start the processing clock on the next business day.

"Processing" means we pick, fold, pack, and hand off to the carrier. You'll receive a shipping confirmation email — with tracking — the moment the label prints.

We may pause processing during:

• US federal holidays.
• Brief planned closures (we'll announce in advance via the newsletter and on the homepage).
• Major shipping carrier disruptions (severe weather, system outages).

3. Shipping Methods & Transit Times

Standard Shipping

3-5 business days after processing. Delivered by USPS, UPS, or FedEx depending on destination.

Expedited Shipping (where available)

2 business days after processing. Available at checkout for most US ZIP codes.

Hawaii, Alaska & US Territories

Standard shipping to Hawaii, Alaska, Puerto Rico, Guam, and other US territories typically takes 5-10 business days after processing due to carrier routing. Expedited may not be available.

APO / FPO / DPO (Military)

Standard shipping only. Transit times to military addresses run 7-21 business days depending on overseas routing and customs at the receiving base.

All transit times are estimates, not guarantees. We are not responsible for delays once a package is in the carrier's hands.

4. Shipping Rates

Shipping rates are calculated at checkout based on your destination, the weight of your order, and the service level you select. The exact cost appears before you confirm your order — no surprise charges after the fact.

We do not currently offer free shipping as a standing promotion. Watch the newsletter and homepage for limited-time free shipping events.

5. Order Tracking

When your order ships, you'll receive an automated email from [email protected] with:

• The carrier name.
• A tracking number.
• A direct link to the carrier's tracking page.

Tracking typically updates within 24 hours of label creation. If yours hasn't updated after that, give it another business day before reaching out — the carrier's first physical scan can lag the digital label by a beat.

If you have a House of Sxren customer account, all tracking links also live in your order history at houseofsxren.com/account.

6. Address Accuracy

You are responsible for providing a complete, correct shipping address at checkout. Please double-check:

• Recipient name.
• Street address, apartment / unit number, and zip code.
• Whether the address can receive packages safely.

Once an order is processed and labeled, we cannot change the shipping address. If you catch an error within an hour of placing the order, email [email protected] immediately and we'll do our best — but no promises after the label prints.

If a package is returned to us as undeliverable due to an incorrect or incomplete address you provided, we will refund the order minus original and return shipping costs we paid the carrier. You can then place a new order at the corrected address.

7. Lost in Transit

A package is considered "lost" when more than 15 business days have passed since the last carrier scan without delivery confirmation.

If your package is lost:

1. Email [email protected] with your order number.
2. We'll open a carrier trace claim on your behalf.
3. Once the carrier confirms the package as lost (not just delayed), we'll send a replacement at no additional cost or issue a full refund — your choice.

We can't begin a lost-package claim until the carrier confirms 15+ business days without movement. Most "lost" packages turn out to be delayed and arrive within that window.

8. Stolen Packages

If the carrier marks your package as delivered but you can't find it, please:

1. Check with neighbors, building management, leasing offices, and shared mail areas — packages are often delivered to the wrong door or held at the front desk.
2. Wait 24-48 hours. Carriers occasionally mark packages delivered before they physically arrive.
3. If it still hasn't surfaced, file a claim with the carrier directly using the tracking number. Most carriers offer some package-protection coverage.
4. Email [email protected] — we can help you escalate a carrier claim, though we can't replace packages confirmed delivered by the carrier unless the carrier accepts the claim.

For high-value orders, we recommend selecting a service with signature confirmation at checkout (where available).

9. Failed Delivery & Returned to Sender

Packages can be returned to us by the carrier for several reasons:

• Incorrect or incomplete address (see Section 6).
• Refused delivery at the door.
• Unclaimed after multiple delivery attempts.
• Carrier marks the address as undeliverable.

If your order returns to us, we'll email you within 1 business day of receipt with options:

• Reship to a corrected address (you cover the new shipping cost).
• Refund the order minus original and return shipping costs.

10. Holiday Shipping Cutoffs

To increase the odds of delivery before December 25, we recommend ordering by:

• Standard shipping: December 14
• Expedited shipping: December 19

These cutoffs are our best-effort recommendations based on prior-year carrier performance. Severe weather, carrier capacity issues, or other disruptions during peak season can push delivery beyond these dates, and we can't guarantee Christmas delivery once your package is with the carrier.

Q4 orders also qualify for the extended holiday return window — see our Refund Policy for details.

11. P.O. Boxes

We ship to US Post Office boxes via USPS only. UPS and FedEx do not deliver to P.O. boxes, so if you select an expedited shipping method that routes via UPS or FedEx and the destination is a P.O. box, your order may be re-routed to standard USPS shipping at our discretion.

12. Damaged in Transit

If your order arrives damaged, refer to the Refund Policy Section 5 for the process. Short version: contact [email protected] within 7 days of delivery with photos, and we'll replace or refund — your call. We cover return shipping in these cases.

13. Customs & Duties

Not applicable — we ship to US addresses only. If/when international shipping launches, customs and duties policies will be added here.

14. Contact

Questions about a shipment, tracking, or anything else? Email [email protected] with your order number and we'll get back to you within 1 business day, Mon-Fri.