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Shipping & sales Policy

Once submitted, Orders cannot be modified or combined.

PLEASE READ!  We ship most orders within a week after the order is placed. You will be sent tracking information when your order ships. It is your responsibility to monitor the tracking of your shipment and notify us if there is an issue with your shipment that requires our assistance; please notify us within 3 days after the expected date of delivery has passed.

IMPORTANT!! —->>>>> INTERNATIONAL CUSTOMERS: Use the tracking # provided to you to monitor your shipment directly on the FedEx website. Any requests by the carrier for additional  documents or for payment of your duties and taxes will all be able to be done directly on the Fedex website; it is YOUR responsibility to monitor the tracking # of your shipments progress via the Fedex website AND to respond to all requests from the carrier in a timely manner. Failure to do so will result in your shipment being returned to sender; in which case you will be liable for all expenses incurred. If additional paperwork is being requested that must be generated by the shipper, you must contact us within 24 hours of the request being issued to ensure we have enough time to provide you with the paperwork or to submit the requested paperwork on your behalf. You must monitor the tracking # and reach out to us if assistance is required and you must do so promptly to ensure all Fedex requests are handled before their deadline. 

**The customs office will only hold your shipment for 3-5 Days before returning to sender. It is YOUR responsibility to notify us if additional paperwork or information is required for YOUR country. This must be done within the required timeframe otherwise your shipment will be sent back to us; you will be responsible for ALL costs incurred. * Additional information available below. Any questions, please email us at Help@Dauphineorganics.com

At Dauphine Organics, serving others is at the heart of everything we do. If you need assistance, we’re here to help! Please reach out to us anytime at Hello@DauphineOrganics.com or through our Contact Page. While we do not offer phone support at this time, we do our best to provide timely responses by email. If you haven’t heard back from us within 24-48 hours, please feel free to reach back out, but not before checking your spam folder—our reply may be waiting there! If not, feel free to follow up—we never want to miss the chance to support you.

Our Quality Guarantee

All items for sale at Dauphine Organics are regularly tested and are always within the Manufacturer’s specifications. Our tight inventory controls and high turnover ensure you will always receive your raw materials at their peak performance with a minimum 1 year shelf life. If you ever receive a product with a date shorter than 1 year, contact us and we will send you a replacement free of charge.

Order Processing & Fulfillment

We strive to ship out all orders within 4 working days. Orders generally will not ship on weekends or holidays. Orders are filled in the order that they were received. If you are needing your order quickly, we encourage you to purchase a premium shipping option to reduce transit times. Only overnight shipping tiers are given priority (when/if stock is available), but it is not a guaranteed service. If additional processing/filling is needed to complete the overnight order, then it too will be processed in the order that it was received. If you are needing a rush on an order, it is best to reach out to us by email and we will try our best to accommodate your needs. 

Most orders will ship within 1–4 business days, excluding holidays and promotional periods. Shipping timelines may vary based on order volume and product availability. Check the banner announcement on the home page for updates on where we are in the order fulfillment queue. You will receive tracking information once your order has shipped.

Hours of Operation and Distribution:

Monday – Friday, 10am – 6:00pm

Note: Choosing an expedited shipping method does not automatically expedite processing time. Shipments are processed in the order they were received. 

Our Fedex Express & Ground pickup window is between 3:00pm-6:00pm EST. No orders will go out after this until the following weekday. 

Telephone Service is NOT available at this time. We are a very small team and just don’t have the bandwidth at this time to provide customers service by phone. Please email us (Help@dauphineorganics.com) for assistance; we generally respond to most inquiries within 24-48 hours. 

Payment processing fees are non-refundable. When an order is placed, the payment processor immediately deducts a processing fee from our account, and this fee is not returned to us—even if the order is cancelled.

For this reason, voluntary order cancellations requested by the customer will be refunded minus the non-refundable payment processing fee (See blow for more info).

If the order has already begun fulfillment, an additional 20% restocking/order handling fee may apply.

Once an order has been placed, no changes or modifications can be made to the order. 

Be sure to check your orders for errors prior to submitting. If you place multiple orders, while we may still be able to combine them, overage shipping charges are non-refundable. 

  1. No additional items, upgrades, or modifications of any kind can be added to an order once your order has been placed and your payment method charged.
We do not have the capability to add charges to an existing order so can not alter sizes of a product or add products to an open order that is processing. 

If you need to cancel an order, your order will be refunded minus the cost of processing fees. Processing fees are non-refundable through our payment processor; therefore, the cost incurred will be passed on to you should you need to cancel an order. This can range from 2.95% to as much as 6% of your total order value depending upon the method of payment you used at the time of checkout. To cancel an order, email us at Helpdesk@dauphineorganics.com

Once an order is submitted, we cannot guarantee that we will see a request to cancel before your order is shipped. Cancellation requests can be submitted within 6 hours of placing your order or before your order is shipped, whichever comes first. Cancellation FEES may apply**

If you have not received a shipping confirmation within 7 days of placing your order, please be sure to check your spam folder before contacting us. While not typical, unexpected and unanticipated situations do occur that can delay your order. Please reach out to us if you would like an update if we haven’t already reached out to you. 

It is your responsibility to ensure that the information entered at checkout is correct. If an error is made and realized after submitting your order, contact us as soon as possible. However, if it is not able to be corrected before the order has shipped, please review our policies below for your next steps.

 

Address Correction Fees may Apply**

Domestic Shipping

(Within the U.S)

We have negotiated discounted rates with Fedex to obtain the best value for our customers. Once you enter your address at checkout, you will be presented with multiple shipping options of varying speeds and price points. The cart has been programmed to display the best value options available for your shipping address. 

If you do not see any shipping options displayed, be sure you have entered your complete address before contacting us. 

If a package is returned to us due to being unclaimed, refused, or an address error:

    • The cost of shipping, payment processing fees, and a 10% restocking fee will be deducted from any refunds offered. 

    • Any refunds issued are conditional to the goods still being in resale condition, less the fees incurred; any heat sensitive materials are non-refundable.

    •  Please note that return shipping costs— are often higher than the original outbound charge and are non-refundable.

    • We are not liable for items lost in transit during the return process; goods not returned or not in resale condition are non-refundable. 

We currently only charge sales tax for orders shipping to the state of Connecticut and Missouri. If you are a registered business, you may send us your tax exemption form to have the tax removed from your account. Tax exemptions cannot be post-dated to an order so you must be approved for the tax exemption prior to placing your order to avoid being charged the sales tax.

Please email tax exemption forms to: Help@dauphineorganics.com

Please ensure that your shipping address is accurate at the time of checkout. We are not responsible for lost or delayed packages due to incorrect or incomplete addresses. We cannot send out a replacement until the shipment has been returned to us. You will be responsible for all shipping costs associated if the shipment incurs additional fees to be returned to us by the carrier. 

If your shipment needs to be intercepted and the delivery address updated/changed (additional fees apply*). Contact us for your options. 

If your order was shipped USPS, there is no way to intercept a package once it has been shipped. However, depending on the situation it may be prudent for you to contact your local post office for any additional options. 

Additional Fedex Shipping Charges for Address Changes:

You are responsible for any additional fees charged by Fedex for address corrections. Fedex charges this fee when packages are missing suite numbers, contain typos including zip code errors, or contain any other incorrect information that is missing or inaccurately supplied by the customer within the “Ship To” area of our order form. Fedex also charges for address changes such as dropping off your package at any address other than the one provided in the “Ship To” area of the order form. We reserve the right to charge for these fees prior to initiating any requests with the carrier.

Once your shipment has left the facility, there are some changes that  incur fees by the carrier. Here are the options that are Free vs. Paid

(Customer Action) these options can be done on your end via the tracking number on the Fedex website – these are free options if you aren’t going to be available at the time of delivery, missed a delivery, or if you made an error on your address. 

• Held for Pickup (FREE)– This is the fastest and cheapest option if an error was made on the delivery address. This option ensures you are able to retrieve your shipment swiftly. Your order will be held at a secure location for up to 5 days, allowing you to pick up your shipment at your convenience. This location may be a local Walgreens or the nearest Fedex shipping location. 

• Request a vacation hold (FREE)– your shipment is held for up to 14 days

• Redelivery Request (FREE)– if you missed a delivery, you can request the carrier tries to deliver again.

• Schedule a Delivery (PAID SERVICE)– Request a specified day/time for delivery other than what is scheduled ($11.50 paid directly to Fedex)

(Sender Submission) these options must be initiated on our end but will incur fees that must be paid prior to us taking action with the carrier. 

• Address Correction (PAID SERVICE) – $33.50 missing or incorrect information can be updated with Fedex to ensure a smooth delivery.

• Reroute a shipment (PAID SERVICE)- you can request that your shipment be delivered to an alternative address such as a friend, neighbor, or other secure location (fee depends on the distance from the original delivery address)

Contact us at Helpdesk@dauphineorganics.com to learn more about your options or for assistance.

Now that we ship exclusively with Fedex, missing packages are very rare. However, on the rare occasion that an order is shipped via USPS, we have included the procedure for both carriers below. 

With both carriers, it is imperative that you are diligent in reporting the missing shipment within designated windows to ensure the carrier is held responsible and to ensure the carrier will cover the cost of a replacement.  The requirements set by the carriers are as follows:

  • Fedex: 24 Hours after the expected delivery date. It is imperative that you notify us promptly. Claims of missing shipments that are more than 3 days after the expected date of delivery have a high likelihood of getting denied by the carrier. Please keep an eye on your tracking and notify us promptly. 
  • USPS: 15 Days after the date it was shipped — we cannot file an insurance claim until the 16th day after the date it was shipped. This is a carrier policy, not ours. Please wait until it has been 15 days before contacting us for a replacement to be sent out. We will not be able to send a replacement any sooner than this. (Also, one of the reasons why we rarely use this carrier)

**ATTENTION – Orders not reported to us in a timely manner are non-refundable and are not guaranteed to be replaced. If an order is reported to us more than 2 weeks after its expected delivery date, it will be considered forfeited; any requests for a replacement or refund will be denied. 

My order shows as “Delivered” but I haven’t received it. What should I do?
Once the carrier marks a shipment as “Delivered,” it’s no longer covered by insurance, and we’re unable to reship the order until an investigation has been initiated with the carrier. However, in most cases, the package is recovered by following these steps:

    • Check with neighbors—they may have received it by mistake or the delivery driver believed it to be more secure than leaving it outside of your residence if no one was home.
    • Check with family members and other members of the household; perhaps they took your shipment inside and forgot to make you aware. 
    • Review the tracking on Fedex.com where detailed information is provided and often a photo is included for the delivery confirmation. Do you recognize the surroundings in the image?

While shipping errors are outside our control, we’re here to support you every step of the way. Send us an email to let us know the situation and we will initiate an investigation with the carrier to see if we can assist in retrieving your order. 

 

Raw material products CANNOT be returned. Once shipped from our facility, items are no longer eligible for resale and therefore become non-refundable. It is imperative that we are able to guarantee the same quality is delivered to ALL of our customers. 

Defective or damaged merchandise will be replaced or in some circumstances, a store credit may issued as an alternative. In the event we make an error, we will gladly authorize the return of incorrect or defective merchandise. 

Should we omit an item on domestic orders or if it arrives damaged, you must contact us within 3 days of delivery for a store credit or replacement to be sent. You agree to carefully inspect all ingredients and products upon arrival and report any problems or need for replacement within 3 days of receiving the goods.

We pride ourselves in offering fast turnaround times and aim to get all orders shipped within 1-5 days. However, occasionally, this processing time can be extended. If you are in a rush, please upgrade your shipping to a faster shipping option to minimize transit times.

PLEASE NOTE: Once an order has left our facility, we can not guarantee the shipping times of the carrier. While we have found Fedex shipping to be far more reliable than USPS in their transit times, they are still not a “Guaranteed” service. If you are needing a “Guaranteed” service, contact us for your options.

Important: Please remember purchasing an expedited shipping option reduces transit time but it DOES NOT guarantee a shorter processing time.

We do try to process those who paid for an overnight  shipping options first but this is not a guarantee and is not always possible….All orders are processed and shipped in the order that they are received. 

All shipments come with an automatic $100 insurance through the carrier. All orders over $180 USD, we add third-party insurance to cover the cost of the a lost or damaged shipment.

Signatures may sometimes still be required for delivery for high value orders and/or delivery to a higher risk zone; signature for delivery is applied to orders at our discretion and will typically be made clear to the customer on when viewing their tracking information on the Fedex website. 

If we accidentally omit an item from your order or if your order has sustained damage while in transit, you must contact us within 3 days of delivery and  provide images of the damage, including images of the shipping box and packaging. Please do not dispose of any shipping or  packaging materials until you have made contact with us. 

Upon receiving your order, it is your responsibility to carefully inspect all ingredients and products upon arrival and report any problems or need for replacement within 3 days of receiving the goods. Detailed pictures of all packaging and its contents will be required for making any claims. 

Important

All International Customers

It is your responsibility to:

  • Understand what products are allowed or prohibited in your country

  • Be aware of your local import regulations

  • Pay all customs, duties, import fees, and brokerage fees (either pre-pay them at checkout or post-pay them to the carrier once they clear customs)

We cannot be experts on every country’s import restrictions. Please conduct your own research before placing an order. We are unable to issue refunds for orders refused by customs or confiscated due to regulatory issues. You will be responsible for all return shipping fees incurred if returned to us. 

International Shipping

Please check with the appropriate government agencies for importation requirements for your order. Unfortunately, we cannot be responsible for customs rejected packages.

 

International customers are responsible for any and all customs duties, taxes and brokerage fees that a shipment may incur. We are not able to determine the amount of these fees before shipping to you. Fedex will not deliver your order unless these fees are paid in full. Any shipment returned to us due to rejection by customs will be subject to our cancellation fee and will incur a return shipping fee. Please familiarize yourself with your country’s import restrictions/requirements prior to placing your order.

Our shopping cart has been programmed to provide multiple shipping options at the time of checkout. You will be provided with options that allow you to prepay your countries’ taxes and import duties (dispersed to the regulatory body of your country by the shipping carrier) OR you can opt to post-pay your taxes and duties once your shipment clears customs in your home country. If you require assistance please email us at Help@dauphineorganics.com 

Our shopping cart auto populates the best value options for your shipping address. Our live rates are offered from our preferred international shipping carrier, Fedex. 

We are legally required to include accurate commercial invoices with all international shipments. We will not alter the value or mark packages as “gift,” “sample,” or “used” to avoid import taxes.

Shipping Insurance is automatically added to all international orders. If you need to open a claim for a lost, damaged, or stolen shipment, please visit the section below for further instruction and guidelines. 

PLEASE NOTE: Shipping Insurance DOES NOT cover shipments stuck in or rejected by customs. The insurance is simply to cover lost, stolen, or damaged shipments. 

It is expected that you will take the necessary steps to track, locate, pay any outstanding taxes and dues, and retrieve your shipment within a timely manner as to not incur additional customs penalties.

Insurance will not cover any charges related to the above circumstances. 

We reserve the right to require a signature for delivery; while not a standard protocol, large orders many require a signature for delivery, at our discretion

All international orders will automatically be shipped with a commercial invoice and a customs declaration that will include the HS code and Country of origin of each line item. If additional documents are required for your country, it is your responsibility to notify us of these requirements at the time of checkout; enter the information needed int he notes section. Failure to do so can cause significant delays.

For custom documentation outside of the above standard international documentation, a $35 service fee may apply. Contact us for any specific inquiries.

Please allow an additional 2-3 days from our standard, domestic processing times. This additional time is needed for preparing the necessary documents for export. 

It is your responsibility to ensure that your address is accurate and complete at checkout. We are not liable for any delivery issues that are a direct result of incorrect or incomplete delivery addresses. 

Additional Fedex Shipping Charges for Address Changes:

You are responsible for any additional fees charged by Fedex for address corrections. Fedex charges this fee when packages are missing suite numbers, contain typos including zip code errors, or contain any other incorrect information that is missing or inaccurately supplied by the customer within the “Ship To” area of our order form. Fedex also charges for address changes such as dropping off your package at any address other than the one provided in the “Ship To” area of the order form. We reserve the right to charge for these fees and also reserve the right to charge a service fee for handling any change of address requests. 

International shipments must clear customs in the destination country. By placing an order, you acknowledge and agree to the following:

  • You are fully responsible for understanding your country’s import laws, taxes, and restrictions.

  • You are responsible for paying all customs duties, taxes, brokerage fees, or import charges associated with your order.

  • An estimate for these fees is provided at checkout with your shipping options; once you enter your shipping address, you are provided with options to pre-pay (DDP) your fees or post-pay (DAP) fees once your shipment clears customs in your home country.

  • If a shipment is rejected by customs, refused by the recipient, or returned to us due to unpaid fees, improper documentation, or import restrictions, you will be responsible for:

    • The original shipping fee

    • The return shipping fee (which may be significantly higher and can take several months)

    • A 25% restocking fee

    • Payment Processing fees (charged by the payment processor and are non-refundable)

Cancellations after the order has shipped are not guaranteed and are subject to:

  • A 25% restocking fee

  • Original and return shipping fees

  • Any customs fees incurred by the return process

If your tracking indicates the package has reached your country but you have not received it:

    • Contact us and we will submit a request with our international liaison for assistance on the customs clearance.
  • If your package is abandoned, unclaimed, or refused:
      • It will be treated as a cancellation after shipment
    • A 25% restocking fee, processing fees, shipping, and return shipping fees will apply

If you choose to use a freight forwarding service:

    • Our responsibility ends once the package is delivered to the address you provided at checkout.

    • We are not liable for any damage, loss, or misdelivery that occurs after the forwarder receives the package.

    • If the forwarder refuses your shipment, you must notify us within 5 days of delivery to authorize a return. After this, the sale is considered final.

    • Unauthorized returns will not be accepted or refunded.

    • Return shipping must be prepaid and trackable.

There is no avoiding VAT, customs and/or import taxes. It is par for the course when importing goods from another country. Most countries will have have some sort of taxes and fees, but not all. To get an idea of what those might be, we recommend reviewing the shipping options at checkout where you can get an estimate of the fees. Our recommendation would be to select “International Connect Plus” with taxes and duties INCLUDED. When you select this option (DDP), you know the total cost of  your shipment and pay taxes and duties at checkout. We then remit them for you, the dispersement fee from the carrier is also waived. Then you will not receive any additional bills. 

What do they mean?

DDP (Delivered Duties Paid) – Taxes and Customs fees are INCLUDED in the price of shipping. This is paid at the time of checkout and remitted on your behalf to the customs authorities in your home country. No additional payments will be required for delivery of your shipment. 

DAP (Delivered at Place) –  Taxes and Customs fees are NOT INCLUDED in the price of shipping. If your country requires payment of taxes and fees to clear customs, you will be required to remit payment directly to the carrier before they will deliver your shipment. In SOME instances, the carrier will deliver your shipment and then send you an invoice for fees which will also include an additional dispersement fee. You can view taxes and fees due on the Fedex website with your tracking information. 

Taxes, Customs and Import fees, and potential brokerage/dispersement fees are all possible when importing (that’s what you are doing when ordering from another country) goods into your country. The specific tariffs and taxes that your country charges their citizens for the goods brought into their country from abroad can vary based on the exact good you are importing. This is your responsibility to research BEFORE placing an order from Dauphine Organics. 

How your goods are classified and how the local customs and trade department in your country will determine the appropriate import and duty fees will be based on the country of origin of the material and its corresponding tariff code. Having this information (which can be obtained by reviewing the international harmonizing code database), would help you to estimate your countries duties and taxes for the particular goods that you are importing. 

We are working towards adding the country of origin and Harmonizing Codes (Tariff Codes) to our product listings to help you to be able to obtain more accurate estimates from your local trade department. This is a work in progress so please be patient and subscribe to be updated.

Please be sure to provide your tax ID at checkout.

If you are not a business please make a note that it is “for personal use only” You will instead need to include your personal identification number as issued by your government body.

PLEASE NOTE: Some countries require that your personal ID # or personal tax ID (called different things in each country) be included on the shipment. We know this to be a requirement so far in only Mexico. 

India –  Requires country specific forms and personal identification to be submitted prior to delivery. This can be done by viewing the tracking information of your shipment and clicking on the “Submit Documents” button in advance of your delivery to avoid delays.  

Communications

Order Confirmations and Email Notifications:

Some email service providers including Hotmail, RoadRunner and AOL, have strict methods in place to prevent potentially unwanted emails from being delivered to the mailboxes of its subscribers. Unfortunately, their default filter settings can prevent their subscribers from receiving important emails regarding their online purchases. Dauphine Organics is not responsible for order delays caused by your email filters preventing our emails from reaching you. We encourage you to please adjust your spam filter settings so that you can receive emails from us. It is your responsibility to be diligent about following up and seeking tracking information if you haven’t received news of your order within our maximum processing time. It is your responsibility to track your shipment and to ensure that you meet the timelines for reporting should there be any issues that need attention. 

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