Frequently Asked Questions
Find answers to common questions about orders, shipping, returns, and gift-ready packaging.
Orders & Shipping
How much is shipping?
All U.S. orders ship for a flat rate of $9.95.
Orders over $150 (before tax) qualify for free shipping.
Which shipping carriers do you use?
Your order will ship through the carrier best suited for the destination and package size:
- UPS
- USPS
- FedEx
How long does it take for my order to ship?
Orders are prepared and processed within 2–3 business days.
How long is delivery?
Standard U.S. delivery typically takes 3–7 business days after your order has shipped.
Delivery time may vary depending on your location and carrier conditions.
How will my items be packaged?
Every item is thoughtfully and carefully packaged to ensure safe delivery, reflecting our commitment to quality from the moment your order leaves our studio.
What if my address is incorrect?
Please double-check your shipping address at checkout.
Jade & Clay is not responsible for delays, lost packages, or delivery issues caused by incorrect or incomplete addresses.
Do you ship internationally?
Not yet.
International shipping is currently unavailable, but we plan to expand worldwide in the future.
Updates will be shared once international service becomes available.
How can I track my order?
Once your order ships, you will receive a shipping confirmation email that includes tracking information.
Can I change my address after placing an order?
If your order has not yet shipped, contact sales@jadeandclay.com as soon as possible.
Once an order has shipped, address changes cannot be made.
Returns & Exchanges
How long do I have to request a return?
You must submit a return request within 7 days of receiving your order.
Once my return is approved, how long do I have to send it back?
Approved returns must be shipped and delivered to our facility within
15 days of receiving the approval.
How do I request a return?
Email sales@jadeandclay.com with your order number and item name.
What condition must items be in to be eligible for a return?
Returned items must be:
- unused
- in original condition
- include all original packaging and accessories
Items that do not meet these requirements cannot be refunded.
Who pays for return shipping?
Customers are responsible for all return shipping costs.
Original shipping charges are non-refundable.
When will I receive my refund?
Refunds are issued only after the returned item is received and inspected.
Once approved, refunds are processed to your original payment method
within 5–7 business days.
What items are non-returnable?
The following items cannot be returned or refunded:
- opened or used candles, diffusers, or fragrance/beauty products
- sale or clearance items
- gift cards
- customized or personalized items
Where should I send my return?
All returns must be shipped only to the official Jade & Clay return address provided in your return confirmation email.
Returns sent to any other address cannot be accepted or processed.
What happens if my return is lost?
Please use a trackable shipping service.
Jade & Clay is not responsible for lost or misdirected returns.