Shipping and Refund Policy
PLEASE READ CAREFULLY BEFORE MAKING ANY PURCHASE:
Due to Covid-19, shipping delays are to be expected as more people order online. Houston Manzanita is still committed to fulfilling orders within 48 hours of being placed.
Houston Manzanita ships all domestic (United States) packages using USPS Ground,USPS Priority, and USPS First Class Mail. All Customers will receive a tracking number via email after the order has been fulfilled. If you prefer expedited shipping, you may pay an additional fee to do so and we ask that you contact us in advance of placing your order to schedule such arrangements.
In the event you have not received your order within 21 business days, please contact us so we may assist in determining the delivery status of your order.
Houston Manzanita strives to provide our customers with the most economical shipping options available. Standard orders will be shipped utilizing USPS Ground or USPS Priority. Large orders may be shipped using FedEx or UPS Ground. All customers may pay for expedited shipping for an additional charge, please contact us prior to purchase if you choose to use this option.
Please note that the transit times listed by the USPS Priority Mail and Ground are generated by USPS for their expected delivery time. These shipping transit times are an estimation and are not guaranteed. Houston Manzanita is not responsible for any shipping delays. Please use the tracking number provided to track your item by visiting www.usps.gov. If you experience shipping delays, please contact USPS directly at, 1-800-275-8777.
What happens if my order is lost in the transit?
This happens very rarely, but it does happen. Due to slower shipping times and the current pandemic, we will NOT consider an item "lost in transit" until after 30 business days. Please note this applies to domestic (United States) orders only. For International Order, we will NOT consider an item lost in transit until after a period of 8 weeks has passed. If an order is deemed "lost in transit", you will receive a credit of the total amount of the items purchased less the shipping fee. You will be able to use that credited amount to purchase new items from our website. Houston Manzanita will pay the shipping up to the same amount that was originally charged (FOR DOMESTIC ORDERS ONLY). Customers will have the option to choose another method of shipping at their own expense.
What if I want to return my item?
Shipping charges on returned items are NON-REFUNDABLE. It will be the customer's responsibility to pay for shipping on any returned merchandise. Once the merchandise is received, a refund of ONLY the purchase price of the items will be given. In the case of a return, if the order originally received free shipping on our site, the actual shipping charges that we incurred shipping the order will not be refunded.
What if my item is damaged in shipping?
Houston Manzanita takes pride in carefully packaging every order it ships to our customers around the globe. In some cases, minor damage may occur, especially in orders containing manzanita. Manzanita wood is fragile and many of the pieces we sell contain many small and thin branches. In these instances, customers assume all responsibility that some minor breaks will occur in transit. If breaks or damage occur outside of what was previously described, you will have 24 hours from the delivery stamp to present us with pictures of the damage. Please email all pictures to firstname.lastname@example.org with your order number. After the 24 hours from the delivery time has passed, customers assume all liability for the merchandise received and no refunds or credit will be issued.
Houston Manzanita strives at providing its customers with the highest level of customer service and will work with you to provide you with a solution (credit, refund or future discount) that works best for you.
Please note that super glue works wonders to repair minor breaks in wood.
Tracking information is uploaded to your account when an order ships and are automatically emailed to the email address provided at that time. If you have not received a tracking email but your order has been completed, please log into your account to retrieve that information.
Local Pick Up Option
If you would like to pick your order up at our Katy, Texas location, please use code "Local" during check out. We will contact you by email to arrange a pickup time.
In order to avoid a shipping delays, please verify your address prior to completing your order. If your billing and shipping address are the same, then your address will be verified in the system. In the event that your billing and shipping addresses are different, you will need to make sure your shipping address is on file with your credit card company or PayPal. Since all credit card information is encrypted and private, we may need to contact you via phone or email to get additional information from you in order to verify the shipping address with your credit card company.
International Payment and Shipping Information
International orders DO NOT qualify for free shipping. Duties and taxes will be paid by customer. Houston Manzanita assumes the right to refuse preferred freight companies from customers and may chose a freight company of their choice.
Please note that international orders may take up to 2-8 weeks to be delivered during the Covid-19 pandemic. Customer’s may choose expedited shipping options at their own expense. International orders will not be deemed "lost in transit" until after the 8 week period has passed.