1. Business Hours

Our business operates Monday through Friday.

Weekends and United States Federal Holidays are not considered business days.

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2. Response Times

Please allow approximately 48–72 business hours for responses to emails and inquiries.

Response times may be longer during promotional events, trade shows, or periods of high order volume.

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3. Payment Clearance

Orders do not enter fulfillment until payment has fully cleared.

Depending upon the payment processor used, payment verification may require approximately 4–10 business days.

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4. Order Finalization

An order is considered finalized only after:

• payment has cleared

• all requested modifications have been completed

• the customer has confirmed the final order

Requests to add, remove, substitute, combine, or otherwise modify an order immediately return that order to an unfinalized status.

Any modification resets the fulfillment timeline.

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5. Fulfillment Timeline

Once payment has cleared after payment processing period and an order has been finalized, orders generally ship within approximately 5–21 business days, although many orders ship sooner.

Business days exclude weekends and federal holidays.

Large orders, custom packaging requirements, promotional events, or unusual order volumes may require additional preparation time.

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6. Shipping Notifications

Tracking information will automatically be provided once the shipment has been dispatched.

Until tracking has been issued, the order remains within our standard fulfillment process.

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7. Order Status Requests

Because many orders involve rare, one-of-a-kind inventory requiring manual verification, packaging, documentation, and insurance preparation, routine status updates may not be available during the published fulfillment window.

If your order remains within the stated fulfillment timeline, no action is required.

Tracking information will automatically be provided once your shipment has been dispatched.

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8. Shipping Charges

Shipping charges are non-refundable once shipping labels have been created or shipping services have been purchased.

Insurance costs, customs fees, duties, taxes, brokerage fees, and carrier surcharges remain the responsibility of the buyer unless otherwise agreed in writing.

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9. Risk of Loss

Ownership and risk of loss transfer to the buyer upon delivery of the shipment to the carrier unless otherwise required by applicable law.

We carefully package and insure shipments according to declared value whenever applicable.

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10. Carrier Delays

We are not responsible for delays caused by USPS, UPS, FedEx, DHL, customs agencies, weather events, strikes, or other carrier-related circumstances beyond our control.

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11. Lost or Damaged Shipments

If a shipment is lost or damaged, buyers must notify us immediately.

Buyers agree to cooperate fully with any carrier insurance investigation.

Refunds or replacements related to carrier damage or loss will not be considered until the carrier investigation has concluded.

Claims involving damage require clear photographs and video of:

exterior packaging

shipping label

packing materials

damaged item(s

within 24–48 hours of delivery.

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12. Recorded Packaging

For quality assurance and fraud prevention, orders may be photographed and/or video recorded during inspection and packaging.

These records serve as documentation of the contents and condition of the shipment at the time it leaves our possession.

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Contact

The Sugilite Collection

Email: sugilitecollection@gmail.com

By completing a purchase through any of our sales channels, you acknowledge that you have read, understood, and agree to these Terms of Sale, Shipping Policy, Return & Refund Policy and Privacy Policy.

Updated: May 2026