Política de envío

Last updated: August 20, 2026

This Shipping Policy explains how we process, ship, and deliver orders placed through our store. It forms part of our Terms of Service. Please also review our Refund Policy.

Order Processing

Orders are processed once payment has been received and verified. Orders are dispatched by our fulfillment partner within 3 business days of payment.

Business days are Monday through Friday and exclude weekends and public holidays. Orders placed on a weekend or holiday begin processing on the next business day.

We may hold an order for additional verification where a payment or address appears irregular. If we do, we will contact you at the email address on the order.

Delivery Timeframes

The standard delivery estimate is 8 to 12 business days from dispatch. Your total time from order to delivery is therefore the processing time plus the delivery estimate.

Delivery timeframes are estimates provided by the carrier and are not guaranteed. They may be affected by customs clearance, carrier volume, weather, and other factors outside our control.

Where We Ship and Which Carriers We Use

We currently ship to the following destinations:

• United States via USPS Priority, insured and tracked
• United Kingdom via Royal Mail Special Delivery, insured and tracked
• Australia via Australia Post Express, insured and tracked
• Canada via Canada Post Express, insured and tracked
• New Zealand via New Zealand Post, insured and tracked

We do not currently ship to other countries, to freight forwarders, or to PO boxes where the carrier does not permit it. If your destination is not available at checkout, we do not ship there at this time.

Shipping Rates

Shipping rates are calculated and displayed at checkout before you complete your order, based on your destination and the contents of your cart. Any free or promotional shipping offer that applies to your order will also be shown at checkout. The rate you see at checkout is the rate you pay.

Tracking

Every order ships insured and tracked. You will receive a shipping confirmation email with a tracking number once your order has been dispatched. Tracking information can take 24 to 72 hours to begin updating after the number is issued, which is normal and does not mean the package has not moved.

If you have not received a shipping confirmation within 5 business days of placing your order, please contact us at help@trysutter.com.

Customs, Duties, and Taxes on International Orders

Orders shipped outside the United States may be subject to import duties, taxes, and customs handling fees levied by the destination country. These charges are determined by the destination country's customs authority, are not collected by us, and are the responsibility of the recipient.

Customs clearance can add time to delivery. We have no control over customs processing and cannot predict or expedite it. If a package is refused at customs or is returned because duties were not paid, it will be treated as a refused delivery under the section below.

Incorrect Addresses and Refused Deliveries

Please check your shipping address carefully before completing your order. We are not responsible for orders delivered to an incorrect or incomplete address supplied at checkout.

If you notice an error, email help@trysutter.com immediately. Address changes are reliable within 6 hours of placing the order. After that we will still do our best, but once an order has been dispatched we cannot change the destination.

If a package is returned to us as undeliverable, refused, or unclaimed, we will contact you to arrange reshipment. Reshipping costs may apply.

Lost, Delayed, or Damaged Packages

If your tracking has not updated for an extended period, if your package is marked delivered but you have not received it, or if your order arrives damaged, contact us at help@trysutter.com and we will resolve it.

For damaged items, please include photographs of the item and the packaging. For packages marked delivered, please check with others at the address and with your local carrier first, as carriers frequently mark packages delivered up to 48 hours before they arrive.

Please contact us before opening a dispute with your bank or card issuer. We can resolve nearly every delivery issue directly and much faster than a dispute process can.

Delays and Cancellations

If we are unable to ship your order within the timeframe described above, we will notify you and give you the option to continue waiting or to cancel your order for a full refund.

You may cancel or change an order at no charge within 6 hours of placing it by emailing help@trysutter.com. After 6 hours your order enters fulfillment and we cannot guarantee that a change or cancellation is possible. We will still do our best, so contact us as soon as you can. Once an order has been dispatched it cannot be cancelled, and our Refund Policy applies.

Risk of Loss

Risk of loss and title for products pass to you upon delivery of the products to the carrier, except where applicable law provides otherwise. All orders ship insured.

Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes to our carriers, destinations, rates, or operations. We will post the revised policy on this page and update the "Last updated" date above.

Contact

Questions about shipping or about a specific order can be sent to help@trysutter.com and we will respond as quickly as we can.