Your Order #%ORDER.ID% Has Shiped

Your Shay and Company order has shipped! Your tracking information is below. Please note that if there is an issue in transit, we will need to contact the shipping company directly because once the package leaves our dock, it is out of our control. Thank you again for your business.

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Damaged Items in Shipping

As most people know, shipping is an issue now! Our team does its best to ensure products are carefully wrapped and boxed before they leave our facility. Sometimes, however, products are damaged in shipping. If you receive a box with damaged or missing items, please have your delivery driver acknowledge the damage before they leave, if you can tell from the outside. Shipping companies can note issues in their system and that way issues can be resolved. 

Also, please take photos of the exterior of any box you received a damaged or missing item. Often, when UPS damages an order, they will re-package the item(s) into their own boxes. Sending us pictures of the box as it arrived, lets us know if it was delivered in the original box or not. All our boxes are marked.

As you unpack your boxes, if items are damaged, please email us with photos and information on the damaged items. This will help us when we file our damage claim with UPS/USPS. If the items are damaged or missing, we will gladly replace them, but we also need to file a claim with UPS in order to get reimbursed. Replacing missing items is a part of business, but it can get costly!

Pallet shipments must be inspected before the driver leaves your delivery. Please count the total number of items and verify that everything arrived correctly. You must have the delivery driver acknowledge any damages or missing items BEFORE they leave, or the trucking company will not compensate us. If you have the damages notated, and email us with pictures of the damage, we will replace the items at no cost and we will file a claim with the trucking company.

Return Policy

Due to the nature of selling raw materials meant to be used in skincare products, we are not able to accept returns or exchanges on any opened items.

If we shipped you the incorrect item, we will gladly replace it or refund your account.

If you accidentally order the incorrect item, and you have not opened the container, you can return it to us within 15 days at your cost and we will refund or exchange your account.

If you have any questions, please email us at orders@homecloud.com.

Thank you,

Shay and Company Team

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