Shipping policy
Shipping and Delivery Policy
Last updated: September 15, 2026
Thank you for choosing DIY Jade. This Shipping and Delivery Policy explains how we process, ship, and deliver orders placed through www.diyjade.com.
1. Shipping Destinations
We currently ship to:
- All 50 states in the United States; and
- Selected international countries and regions available at checkout.
Available shipping destinations, shipping methods, and shipping costs may vary depending on the delivery address.
2. Order Processing Time
Orders are generally processed and shipped within 1–2 business days after payment is confirmed.
During holidays, promotional events, or periods of high order volume, order processing may take 3–5 business days.
Business days do not include weekends or public holidays.
Delivery times begin after the order has been processed and shipped. Order processing time is not included in the estimated delivery times below.
3. Estimated Delivery Times
United States:
- Standard shipping: approximately 5–7 business days after shipment.
International:
- Standard international shipping: approximately 7–20 business days after shipment.
Delivery times are estimates only and are not guaranteed. Actual delivery times may vary depending on the destination, carrier operations, customs clearance, weather, holidays, incorrect address information, and other circumstances outside our control.
Expedited or express shipping may be available for selected destinations. If available, the applicable shipping method, fee, and estimated delivery time will be shown at checkout.
4. Shipping Costs
For orders shipped within the United States:
- Standard shipping: $6.99
- Expedited shipping: $12.99
- Express shipping: $19.99
For international orders, shipping costs are calculated and displayed at checkout based on the delivery destination, package size, package weight, and selected shipping method.
5. Free Standard Shipping
Eligible domestic and international orders with a merchandise subtotal of $69 USD or more qualify for free standard shipping.
The $69 minimum is calculated after discounts have been applied and before shipping fees, taxes, customs duties, and other additional charges.
Free shipping applies to standard shipping only. Additional charges apply if you select expedited or express shipping.
Free shipping applies to delivery of the order only and does not automatically cover return shipping costs.
6. Customs Duties, Import Taxes, and Other Fees
International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.
Unless otherwise stated at checkout or required by applicable law, these charges are the customer’s responsibility.
DIY Jade does not control customs clearance procedures or the amount of customs duties and import taxes charged by the destination country.
Customs clearance may delay delivery beyond the estimated delivery time.
7. Shipping Confirmation and Tracking
Once your order has been shipped, you will receive a shipping confirmation email containing tracking information, where available.
You can use the tracking number to check your package status on the shipping carrier’s website.
Please allow some time for tracking information to become available after the shipping confirmation email has been sent.
If you need help tracking your order, please contact us at support@diyjade.com and include your order number.
8. Delivery Address
Please provide a complete and accurate shipping address when placing your order.
If you need to change your delivery address, contact us as soon as possible at support@diyjade.com. We will try to assist with address changes before the order is processed or shipped, but we cannot guarantee that a change will be possible after processing or shipment.
DIY Jade is not responsible for delays, failed delivery, returned packages, or additional shipping costs caused by an incorrect or incomplete address provided by the customer.
9. Delayed or Missing Packages
If your order has not arrived within the estimated delivery time, please:
- Check the tracking information for the latest delivery status;
- Check with household members, neighbors, or the local carrier;
- Contact the shipping carrier if the tracking information indicates an attempted delivery; and
- Contact us at support@diyjade.com with your order number and tracking information.
We will work with the shipping carrier to investigate delayed or missing packages.
If the carrier confirms that a package has been lost, we will work with you to determine an appropriate resolution, which may include a replacement or refund, depending on the circumstances.
10. Damaged or Incorrect Orders
Please inspect your package and items when they arrive.
If your package or item arrives damaged, defective, or incorrect, please contact us as soon as possible at support@diyjade.com.
Please include your order number and clear photos of:
- The item;
- The shipping package;
- The shipping label; and
- Any visible damage or defect.
We will review the issue and provide appropriate instructions or a resolution.
Please do not return a damaged, defective, or incorrect item before contacting us and receiving return instructions.
11. Delivery Issues Outside Our Control
We are not responsible for delivery delays or failures caused by circumstances outside our reasonable control, including:
- Weather conditions;
- Natural disasters;
- Carrier delays or service interruptions;
- Customs inspections or clearance delays;
- Public holidays;
- Incorrect or incomplete delivery information;
- Import restrictions;
- Government actions; or
- Other events beyond our control.
12. Contact Us
If you have any questions about shipping or delivery, please contact us:
Customer Service Hours:
Monday to Friday
9:00 AM–6:00 PM Eastern Time
Excluding public holidays
We usually respond to customer inquiries within 24 hours during our customer service hours.