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Shipping Locations: We ship within the Continental U.S., Alaska and Hawaii.
If you do not see your country listed, please contact us via E-mail to check and see if we can offer shipping to your location before ordering. We do not ship to Israel, Ghana, North Korea, Indonesia, Philippines, Thailand or Nigeria. We reserve the right to cancel and / or refuse any International or Domestic order we deem suspicious.
Order Timeframes: Once your order is placed, all items are shipped within 1-3 business days excluding weekends and holidays. We are open Monday thru Thursday 9 am to 4 pm Mountain Standard Time. We process orders in the morning and we are dedicated to packaging shipments and uninterrupted studio time on Fridays. In the event of an unforeseen delay on our part, you will be notified and allowed the option to proceed or cancel your order and your Credit Card will be refunded. Nationally you should see your order in approximately 7 business days and Internationally, please expect delays up to 30 days (includes processing time). In most cases however, International orders are received within 6-12 business days. SHIPPING POLICIES: Shipping Options: All shipping options are USPS Priority® Mail. You may choose which shipping option you prefer at time of checkout. Reduced uninsured shipping is offered for orders that do not exceed $50.00. All orders that exceed this dollar amount will automatically default to USPS Priority® Mail, Insured in order to protect from damage, loss, or rifling of products. Domestic Shipping Method: This includes the Continental U.S., Alaska and Hawaii, and all orders will be shipped by USPS Priority® Mail, Insured unless otherwise specified. Sterling Minerals is bound by the rules and regulations of our carrier partners. If uninsured shipping option is chosen, items are shipped at customers own risk. We use delivery confirmation and recipients address is electronically filed with USPS for accuracy on all orders. Once delivery is confirmed package has reached the destination address, this will conclude the transaction. Any problems with receipt of package will fall to USPS since delivery issues are beyond our control once items are processed out for shipping. Carrier decisions for leaving a package or holding it at local post office for collection are at their discretion and Sterling Minerals will not be liable for any decision USPS makes in regard to your package. Due to the accuracy of electronic labels, we are not liable for lost or stolen packages and we will not reship or refund on a package that has been marked "Delivered" by the carrier. This policy term does not apply if recipients address was electronically entered incorrectly by Sterling Minerals. Please be aware that if the address is entered incorrectly during the checkout process, it will then become the responsibility of the customer for any and all additional costs to replace the package. In the event an "Insured Delivered" status does not occur, contact us so that we may assist you in trying to locate your package. If the package cannot be located, we will assist you in filing a claim with USPS. A claim may not be filed prior to 21 days from ship date in order for them to conduct an investigation on package whereabouts. Customer will be required to wait out this timeframe and no further action by us will be taken until the claim can be filed. If after the allotted timeframe the package is still not located and USPS allows the claim, Sterling Minerals will send out a replacement order and a signature confirmation will be required. Delivery timeframes are estimates for Priority Mail and we are not liable in the event your package is delayed due to unforeseen circumstances. Express Mail is an overnight to 2 day money back guaranteed delivery service depending on your location. Insurance is included up to $100.00. Express Mail is not offered if order exceeds our FREE Shipping minimum. Please be aware that this does not expedite processing time of your order when selecting this option, but is only for faster guaranteed delivery once a package is shipped. International Shipments: All International orders will be shipped USPS Priority Mail® International, Insured. When ordering Sample Sizes and / or small orders of full size products you may request Uninsured, Flat Rate Box through the comments section during the checkout process. Please check the shipping table at top of page to see if your order qualifies. Once your order has shipped, the balance from the Insured Priority Shipping Rate charged during checkout, will be refunded to the Credit Card of record. Orders will be shipped in a Small Flat Rate Box at customers' risk. Refunds may take up to 5-7 business days to process. Customs Forms: These must accompany every shipment and we follow all International Shipping Laws. Recipient / Purchaser will be solely responsible for all Import / GST or VAT assessed on the purchased contents by your individual country once shipment arrives. Sterling Minerals cannot collect these fees in advance nor quote them. Contact your local Customs Office or Postal Service for determining if any taxes, duties or fees will be due prior to placing your order. Signature of delivery may be required. International Order “Gift” Request: Please DO NOT ASK us to do this. As a professional retail business, we are required to state value of shipment and list each and every item inside the box. It may seem to be an innocent request, but it is asking us to falsify a federal document, and this is a violation of the law, U.S. Code: Title 13: Section 305, making us subject to severe financial penalties and / or jeopardize our ability to export our products in the future. Seizure or automatic return of the shipment may be mandated. Also please be aware that if your package is sent as a gift to another party, they will be subject to any fees assessed against the package as the recipient. We supply three sales documents with the package for customs, and they must precisely match the customer copy inside the box. This is in case of inspection by customs, and due to our shipping carriers reimbursing us only for the insured amount listed on the invoice in case of property loss or damage. If "gift" request accompanies your order, it could be subject to cancellation to avoid any confusion once shipment is received in destination country; such as a refusal to pay duties, taxes or fees based on that request and forcing return of the package. Delay Of International Shipment: In the event of a delay, please check with your local customs office since the package may be on hold, awaiting payment of any duties, taxes or fees assessed toward the value of the package. Other countries will provide an invoice following delivery of your package. IMPORTANT NOTICE: Once any package leaves the United States, we will not be liable for an undelivered package due to customs restrictions which fall outside the scope of our control or for a refusal to pay duties, taxes or fees. Please know your regulations and fees of the destination country before ordering with us. Any returned package based on these restrictions or failure to pay the duties, taxes or fees owed, all shipping and handling fees, a 20% restock fee and / or any other penalty attached to the returned shipment, will be assessed against the original purchaser and any balance remaining, will be credited back to the credit card of record. Insured International Shipment Procedure: All packages shipped Internationally are tracked and a signature may be required, including Global Express® shipping option. International packages are shipped with insurance against loss, damage or rifled contents for the value of purchase unless purchaser opts out of insurance benefit when requesting Small Flat Rate Box. It will be the sole responsibility of the purchaser in either instance, on any undelivered item, to locate and confirm items whereabouts with their local carrier or through their local customs office and, if needed, file complaint with appropriate entity in the event of such loss, damage or theft. Shipping Fees are not included for reimbursement with insured items. Global Express® Guaranteed is a premium USPS service available for an additional cost providing delivery service via FedEx Express which will carry your shipment outside the United States to your International destination, and offers a money back guarantee of delivery of package. You may choose this method of shipping at time of checkout. Important Notice: If the recipient is unable to be reached, or refuses to pay any and all taxes or duties which might be owed where Global Express® Guaranteed was used, Guarantee for delivery will then become null and void and may not be filed for. All information can be verified with the local customs office and will be at the sole discretion of FedEx Express of their handling of the matter and our local USPS Office will be notified. Free Shipping Policy: Free Shipping Offers cannot be used when applying a credit toward a purchase. Purchase total does not include shipping costs. Product which qualified for free shipping that may be returned for a credit, if the original order total should fall below the minimum requirements, shipping fees will then be assessed and deducted from your on-line credit. This offer is for retail purchases only. Shipping Charges ~ Important Notice: On rare occasions shipping charges may be miscalculated and insufficient postage will be collected due to an error with the USPS server. We reserve the right in the event this occurs, to cancel your order and request that you re-enter your order so accurate shipping fees can be collected at the time of transaction. CHANGE ORDERS AND CANCELLATION POLICY: Order Cancellation - Qualifying for a refund: If you should wish to cancel your order, you must notify us immediately. Orders are processed in a timely manner and depending on their status, may already be packaged and ready to ship. A 20% Restock Fee will be deducted from your refund if order has already processed. However, in the event your order has shipped, you would then be required to follow our Returns Policy. Change Orders: Unfortunately due to the order process within our shopping cart, we are unable to make changes to an order. If you should require something else, you will need to place a new order and new shipping charges will apply. In regards to an error in your order, you must notify us immediately at info@sterlingminerals.com or 208-467-0057 to prevent processing. If your order is already in the processing stage then a 20% restock fee may apply. Please review your order carefully before submitting. In the event your order has shipped then please follow our Returns Policy. Sales Tax: We are required to collect sales tax of 6% for items sold in Idaho added to sales total. Backorder Products: We currently do not offer backorder on products; however we will notify you when the product becomes available and you can reorder at that time. When we receive your order we will notify you if an item is Out of Stock and its’ expected availability so you can either decide to wait for it or proceed with current order as is. Method of Payment:  ~ We accept VISA and MasterCard.
~ Please do not send secure information or Credit Card information through E-Mail. We only take orders through our Shopping Cart. We use industry standard security measures to safeguard your personal information. Contact Information: Customer Service Hours: Efficient and convenient 24/7 ordering is available using our Shopping Cart and our hours of operation are 9 a.m. to 4 p.m. Mountain Standard Time, Monday thru Thursday. We are available Fridays by E-Mail only. Closed all Holidays and Weekends. Customer Care: Main Phone Number - 208 467-0057 We Do Not Accept Phone Solicitations. For efficient Customer Care as they pertain to a problem with your order or you need assistance with the ordering process, please E-mail or call us within our normal business hours so we may assist you as soon as possible. International Inquiry response may be delayed until next day due to time difference. For general E-mail questions we will respond within 48 hours. Customer care does not handle wholesale questions so please send your information through our Wholesale Inquiry page for quickest response. Customer Care: Creative Director: ~ For local Idaho Residents, we do not accept walk-ins since we are a manufacturing and distribution studio. All orders need to be placed through our Shopping Cart and processed the same as all orders shipped outside Idaho. |
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