Shipping policy
USA Customers - Due to the unpredictable nature of your country's current tariff situation, we have been forced to temporarily stop accepting USA orders. Existing orders will still be shipped, but please be aware that tariffs may be applied to your order by your government upon your package entering the USA. Please understand that this is completely outside of our control, and we cannot be held liable for any tariffs that your government imposes.
Thank you for your understanding.
Shipping Costs
Shipping costs are calculated at checkout.
Shipping And Production Timeframes
Our products are not mass-produced. To minimise our environmental impact, each item is individually made once ordered by our carefully vetted, reliable offshore product makers, and then shipped directly from our makers to you. You will receive your tracking number via an automated email when your order is ready to be shipped. Please see our product pages for information about average production and shipping timeframes.
Please note that orders placed between late January to early February may be subject to delays due to manufacturer holiday periods occurring around this time every year.
Safeguard Shipping Guarantee
We offer an optional Safeguard Shipping Guarantee which can be added to your order for extra peace of mind. With this guarantee you can rest assured that your package will be replaced if it is lost, damaged or stolen during transit. If it is deemed that we are unable to replace the package for any reason, we will offer a 100% refund of the purchase price of your item/s (not including any shipping fees and the Guarantee fee).
Please note that the shipping guarantee does not cover packages returned to sender because of a customer's refusal to pay taxes, tariffs or other required duties to their government, or similar situations.
Delivery Delays
Shipping services are outside of our control, therefore we cannot provide any guarantees about delivery dates or timeframes. By ordering with us you acknowledge that unexpected delays such as customs hold-ups, worker strikes, natural disasters or other delays may occur, and Offbeat Sweetie is not liable for any such delays.
No refunds will be given for items that are delayed.
Please know that we are dedicated to getting items out to our customers as soon as possible and try to minimize the waiting times for our customers as much as we can. We thank you for being patient and continuing to support our brand.
Orders With More Than One Product
Please note that we partner with a number of different product makers, so orders with more than one product may be sent separately, may arrive at different times, and may have different packaging depending on if they come from the same product makers or not.
Customs/Import Taxes/VAT/Tariffs
Any customs fees / import taxes/duties etc are the responsibility of the customer.
For USA customers, your president has introduced new tariffs for imports into your country. As we manufacture many of our products in China, it is likely that you will be required to pay a tariff to your government when your order reaches your country.
European and UK Customers: Please note that we have an IOSS number and UK VAT Registration number. This means that for EU orders under €150 and UK orders under £135, your VAT will be collected at checkout and remitted later on your behalf for your convenience. For orders over these amounts, it is a legal requirement that VAT is billed to the customer when the package enters your country. We are not aware of any further customs duties or fees that would be applicable to your order, however please check with your local authorities if you want to be sure.
Taxes and tariffs are set by each country's government and are outside of our control, therefore we cannot provide refunds to customers who refuse to pay their country’s taxes, tariffs or import duties. Any costs associated with reshipment of orders returned to sender due to failure to pay import duties/taxes will be the responsibility of the customer.
Incorrect Address
If you accidentally enter an incorrect shipping address, you must contact us immediately. Address changes can only made before your order has been processed.
Offbeat Sweetie cannot change the address after a product has gone into production or has been shipped.
Offbeat Sweetie takes no responsibility for orders shipped to an incorrect or invalid address due to customer error, and is not liable for any loss associated.
Missed Deliveries
If a customer is not home at the time of delivery, the delivery person may leave the package if it is deemed safe to do so, or otherwise they will leave a card advising of pickup or redelivery options. It is the customer's responsibility to contact them for redelivery or to pick up their package from the location specified. If a customer does not make contact with their delivery provider within their required timeframe, their package may be returned to sender. If this happens, we will do our best to try to get the package redelivered if possible, however we will not provide refunds for items returned to sender due to a customer's failure to make arrangements to collect their parcel, and any additional costs associated with having items re-made and/or re-shipped will be the customer's responsibility.
Missing/Stolen Packages
Offbeat Sweetie is not responsible for packages after they have been confirmed as delivered according to the tracking. No refunds will be given for packages that are stolen or reported missing after they have been confirmed as delivered, unless your package was covered under our optional Safeguard Shipping Guarantee.
If a customer believes that their package has either not been delivered or has been stolen, they are advised to contact their delivery service to confirm whether they have actually delivered the package and file a lost parcel complaint. In some cases, the customer may be required to report their package to the police as stolen before the delivery service will be able to proceed with any claims. Customers are encouraged to contact us if they are unable to get a satisfactory resolution with their delivery service so that we may help to resolve the situation.