Most orders are processed within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation email. On occasion, orders may take as long as 7 business days to process. This is rare, and not to be expected. You will receive another notification when your order has shipped.
Significant weather events and other situations out of our control that prevent the Postal Carriers from operating will change our shipment speed.
FLAT RATE SHIPPING: We offer $4.99 flat rate shipping to the United States for ALL orders up to $99.99.
FREE DOMESTIC SHIPPING: We offer FREE domestic shipping to the United States for ALL orders $100 and greater in value.
We offer international shipping ONLY to the following countries: Canada, Australia.
CALCULATED SHIPPING RATES: Shipping charges for your order will be calculated and displayed at checkout.
*Flat Rate and Free Shipping is excluded for INT’L shipments.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. DARK MOUNTAIN is not responsible for these charges if they are applied and are your responsibility as the customer.
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at firstname.lastname@example.org with your name and order number, and we will look into it for you.
When we pass your order on to our Postal Carriers, it is no longer in our control. Nearly all of our orders ship Priority, so lost packages are not common. However, we consider an order LOST when it has reached 15 days without an update to tracking, and still has not been delivered.
If you receive a notification that your order has been delivered, but you have not received it, you must first wait 24 hours (as directed by USPS) and then contact your local Post Office with your tracking information. If they cannot help you, or advise you to where your package is, your 15 day Lost Package Countdown begins immediately.
We will help in any way possible, but we do not have any more control nor available information than you do in your tracking email.
If your order is deemed Lost, we will replace and ship your order on our dime.
Most orders are much too large to fit in a standard P.O. Box. We will ship to P.O. boxes, but it is very likely that your Post Office will hold the package in the back and require you to come in and pick it up.
We offer a 100% satisfaction guarantee. If you aren’t completely satisfied with the product you received, please send us an email at email@example.com and tell us what your issue is.
If you received a damaged product, email us immediately so we can arrange an exchange.