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SHIPPING, RETURN, and EXCHANGE POLICY


Due to the high demand for our product, we do have different processing times for each item. If you do require an item for an important event or timeline, please reach out via email at info@luxebpampasgrass.com. We would be happy to discuss your options and certainly will try our best to accommodate you.
PLEASE NOTE OUR PROCESSING TIMES BELOW: 
  • Most items on our website take a few business days to process. We do indicate it can take 5-10 business days but we certainly try to get things out faster.
  • Anything on our website indicated as PRE ORDER will take 3-6 weeks to process before shipment. Please make sure you revise this before making the purchase as we only allow cancellations with 2 business days.
ARE YOU EXPERIENCING SHIPPING DELAYS?
  • The health and safety of all our team members are our number one priority. Please note that Covid delays may happen with the shipment. All postal carriers have been experiencing shipping delays. If you do have an important event, we strongly suggest placing your order in advance. Even for orders that seek priority shipment, we cannot guarantee priority arrival times within the covid parameters.
WHERE ARE YOU LOCATED?
  • Our main office is located in Nisku, Alberta, Canada. We ship our Canadian orders from this location. We ship our American orders from Sweet Grass, Montana, USA.
CAN YOU UPGRADE SHIPPING?
  • We can certainly go over other options if you wish to upgrade the shipping method. Please reach out to our care team at info@luxebpampasgrass.com 
WHICH SHIPPING CARRIER DO YOU USE?
  • We ship our Canadian orders via Canada Post, UPS, Purolator and Canpar.
  • We ship our American orders via UPS and USPS.
    HOW CAN I COMMUNICATE DELIVERY INSTRUCTIONS?
    • All of our shipping carriers have the option of adding delivery instructions for a package.
    DO YOU SHIP P.O BOXES?
    • We do ship to P.O boxes.
    WILL MY ITEMS NEED TO CLEAR CUSTOMS?
    • Our Canadian orders placed on our Canadian website are in Canadian dollars. Canadian orders will not pay any duty or customs fees.
    • Our American orders are shipped from Montana and you will not need to pay any duty or custom fees.
    WHAT IS THE SHIPPING COST?
    •  Shipping is calculated prior to checking out.
    •  Some orders may require to be packaged in multiple boxes depending on the size of the order or the items in the order. This will be calculated in the cart before checking out.
    • The shipping fee is non-refundable once the order has been shipped out.
    WHAT IS RETURN/ EXCHANGE POLICY FOR LUXE B PAMPAS GRASS?
    • Luxe B Pampas Grass does not accept returns or exchanges once the product has been shipped out. All sales are final sale once the order has been shipped. 
    • We can conduct an exchange if the order hasn't been processed for shipment.
    • We only offer cancellations within two days of purchase. Reason being is most of our items are made to order. 
    • If there is an issue with your order upon delivery caused my mishandling of your package during the shipping process, you have 2 days from when your order is delivered to let us know. We will file a claim. Luxe B Pampas Grass insures all packages. Please show proof of damage caused by the shipping handler. We will ask you to provide photos of the shipping packaging in the condition in which it was received; using these documents provided, we will open a case and investigate the matter with the courier that dropped off your package.
    • If there is an issue with a package that is stating delivered on the tracking and it has not been received, please allow 24-48 hours. Sometimes the carrier scans the item too early, when it has in fact not yet been delivered. If you do notice your package has not been delivered in the next 24- 48 hours, please reach out to us and we will assist you with filing a claim on the package. 
    • Any parcel returned by the recipient, shall be refused and returned back to the sender at their expense.
    Please reach out to our Luxe B care team at info@luxebpampasgrass.com with any questions or concerns.

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