Shipping & Returns
Shipping Policy
At St. John Sailsack Co., we are committed to providing exceptional service to our valued customers. To ensure transparency and clarity, we have outlined our shipping policies below:
Shipping Location:
We operate from St. John, US Virgin Islands (USVI). Kindly note that this may impact shipping timeframes compared to mainland locations.
Processing Time:
Once your order is placed and payment is confirmed, our dedicated team will initiate the processing of your order. Our standard processing time typically ranges from 2 to 3.5 weeks due to us hand-making your order and is determined by our order volume. We work in order of when the orders were placed. During peak seasons or promotional periods, processing times may be slightly longer, but we will always strive to fulfill your order promptly.
Shipping Methods:
We will ship your order within the US (including US Territories) via USPS for a flat $5. Free shipping may be offered at certain purchase amounts. International orders will be shipped with the best shipping options available at the time of order depending on the destination. Please note that estimated delivery timeframes are calculated from the date of shipment.
Shipping Timeframes:
As a result of our location in St. John, USVI, shipping times may be longer compared to mainland locations. The exact delivery time will depend on various factors, including the destination of the package and any unforeseen circumstances that may arise during transit.
For domestic orders within the US, the estimated shipping time typically ranges from 5 to 10 business days. International orders may experience significantly varied shipping times depending on the destination and any customs procedures in place.
Custom Order Turn Times:
For custom orders, including personalized or made-to-order items, the turn time will be discussed upon order confirmation. Our team will provide you with a clear timeline for production, customization, and shipping. We understand the importance of these orders and will work closely with you to meet your specific requirements.
Tracking Your Order:
Once your order is shipped, we will promptly provide you with a tracking number via email. You can use this tracking number to monitor the progress of your shipment and receive real-time updates on its status. Please note that tracking information may take a few days to become available after your order has been dispatched.
Order Status and Communication:
Our customer support team is available to address any questions or concerns you may have regarding your shipment. Please feel free to reach out to us at support@stjohnsailsackco.com if you require any assistance.
It is important to remember that while we strive to meet estimated delivery times, external factors such as weather conditions or unforeseen events may cause delays beyond our control. Remember that we are on an island and deal with things like rolling black-outs/power outages routinely. We appreciate your understanding in such situations. Once tracking shows it has been accepted by the postal service, St. John Sailsack Co. can not be held responsible for any lost packages.
Thank you for choosing St. John Sailsack Co. We value your support and are eager to serve you with the utmost care and dedication.
Return & Exchange Policy
At St. John Sailsack Co., we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a comprehensive return policy to ensure your peace of mind. Please review the following guidelines:
1. Eligibility for Returns:
- Items must be in their original condition, unused, and with all original packaging and tags intact.
- Returns are accepted within 15 days from the date of delivery.
- We will not refund for imperfections on the sail material.
- Custom orders, personalized items, and perishable goods are generally not eligible for return or exchange.
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2. Return Process:
- To initiate a return, please contact our customer support team at support@stjohnsailsackco.com. Provide your order number and a detailed explanation of the reason for the return.
- Our customer support team will guide you through the return process, including providing you with a return shipping address if necessary.
- Please ensure that the item is securely packaged to prevent damage during transit. We recommend using a trackable shipping method for your return shipment.
- The customer is responsible for covering the shipping costs associated with returning the item, unless the return is due to a defective or incorrect product received.
3. Refunds:
- Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.
- If approved, the refund will be processed to the original payment method within a reasonable timeframe. Please note that it may take a few business days for the refund to be reflected in your account, depending on your financial institution.
4. Exchanges:
- Since all of our items are handmade at the time of order, we do not offer exchanges.
5. Damaged or Defective Items:
- In the event that you receive a damaged or defective item, please contact our customer support team immediately, providing detailed information and, if possible, photos of the issue.
- We will assist you in resolving the issue by offering a replacement, exchange, or refund, depending on the circumstances.
Please note that our return policy is subject to change without prior notice. It is advisable to review the policy on our website or contact our customer support team for the most up-to-date information.
Thank you for choosing St. John SailSack Co. We value your satisfaction and will do our best to ensure a smooth and hassle-free return or exchange experience.