Shipping

Typically, orders are processed within 3 business days from the date of purchase. However, please bear in mind that processing times may vary, especially during the holiday seasons.

Jade Grain ships all orders via UPS or DHL. Shipping costs and delivery times may vary based on your location, the item(s) of purchase, and the shipping method chosen during checkout. Upon dispatch, you'll receive a shipping confirmation email containing tracking information to monitor the progress of your delivery.

For international deliveries, you may be subject to import duties and/or taxes. These charges are determined by customs authorities and may vary depending on your country's regulations. Jade Grain has no control over and cannot predict the amount of duties and/or taxes. Please contact local customs offices directly for more information.

Returns

We understand that situations may arise where you need to return or exchange an item. Please note our return policy outlined below:

Once an order is placed, we're unable to accept cancellations or changes, regardless of whether the item has been shipped.

Exceptions may be considered in the following circumstances:
1) The item is defective.
2) Damage occurred during shipping.
3) The item received is different (i.e., different product code) than what was ordered.

If you encounter any of the above scenarios, please reach out to us within 7 days of delivery with the order number. Upon review, we'll facilitate a refund or exchange.

Kindly note the following guidelines:
- Requests made beyond the 7-day delivery window will not be accommodated.
- Items must be returned in their original packaging, with tags and accessories intact.
- Refunds and exchanges will only be processed for items in unused condition.

Please understand that slight variations between the item and its photo, as well as among items themselves, are inherent to their handcrafted nature. These variations are not defects but rather characteristics that add to their charm and individuality. Additionally, items crafted from natural materials such as wood, horn, and leather may display different natural markings, which are not considered defects.

Should the need arise to exchange or return an item that does not apply to scenarios 1, 2, or 3 above, please note that all associated expenses, including handling fees, shipping costs, and customs duties will be the responsibility of the customer.

We encourage you to read the product descriptions carefully or reach out to us through our contact form prior to placing your order. While we strive to respond promptly, please understand that responses may be delayed during weekends, holidays, or periods of high inquiry volumes.

We appreciate your understanding and support.