Orders are usually sent out within 2-4 business days, but if you select the option for expedited processing at checkout, we'll ship it within 24-48 hours depending on when the order was placed.
Which delivery service do you use?
We use USPS for all shipments. For international orders, it will be handled by the recipient's local mail carrier once it reaches the country.
How long will it take for my order to reach me?
All orders are shipped from our factory in the USA. Due to Covid-19, some international deliveries may be delayed. The estimated delivery times are:
USA: 2-5 business days
Canada: 4-10 business days
Western Europe: 5-15 business days
Australia/NZ: 5-15 business days
Rest of the world: 5-20 business days
Check with your local mail carrier's website for updates on how Covid-19 is affecting deliveries.
I did not receive my order, what should I do?
If you did not receive your order, please contact us at email@example.com with your order number and we will help track it down. You can also use the Live Chat feature on our website by clicking on the bubble on the bottom right corner.
What about customs fees and taxes?
We strive to ensure your item arrives smoothly and quickly, including providing all necessary information for customs. Due to changes in EU customs regulations, you may be charged sales tax (VAT) upon delivery. Check with your country's tax authority for guidance on fees for items shipped from the USA. Customs fees, if any, are the responsibility of the recipient.
Shipping insurance can be selected at checkout, provided by The Pebble Hut, covering loss, theft, or damage during transit. To file a claim, please contact our support team.
Please note that shipping insurance is non-refundable once your order has shipped.
Cancellation & Exchanges:
Can I cancel or change my order?
We begin production of orders as soon as possible. Cancellation may be possible if production has not yet begun. Please contact our support team to inquire about making changes or cancelling your order and provide the reason for cancellation.
What should I do if my item is damaged or incorrect?
If you receive a damaged, defective, or incorrect item, please contact our support team and include a photo of the item. We will arrange for a replacement item to be sent to you as soon as possible. Do not return the item without authorization from our support team first.
Can I return my purchase?
If you are not satisfied with your purchase, please contact our support team for assistance. We offer a 60-day returns policy from the date of purchase. Please note that personalized items may be subject to a deduction from the refund amount as they cannot be restocked. Shipping and insurance are non-refundable.
My item looks different from the online listing.
It is rare for an item to look different from the online listing. We make every effort to accurately represent all designs and products, although some listings may use renderings instead of photos. If you believe there is a defect in your item, please contact our support team with photos and your order ID for review.
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