Informativa sulle spedizioni
Processing Times
We're so excited to get you your order and we ship all orders as quick as we can! We're also thrilled to let you know that worldwide shipping is available.
Orders are generally processed and shipped out within 1-2 business days, but occasionally may take longer depending on busy seasons (note: Saturday and Sunday are not business days!). This does not include pre-orders, so be sure to check the description of the item you purchased. If it's been less than a week since you placed your order, please give us just a couple more days to finish packing up your items. If it's been 5+ business days since your order date and you still haven't received a shipping notification, please send an email.
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Change of Address
We aim to get all packages out within 24-48 business hours of purchase. In some cases, we ship out orders same day. Because of this, change of address requests can only be made IF the package has not yet been shipped. In general, we can only change the address on file within the first few hours of purchase. If your order has already been shipped, we have no way of changing the address on the shipping label, and we suggest that customers contact the shipping carrier directly. You may also change the address up to 30 minutes post-purchase yourself through our Customer Portal.
Wrong Address Entered At Checkout:
If you have made an error in entering your address, you can update it directly through our Customer Portal within 30 minutes of placing your order. Simply log into your account and edit your shipping address before your order ships.
If more than 30 minutes have passed and your order has already shipped, we will need to send you an invoice to cover the complete cost of re-shipping your order once it has been returned-to-sender. If you prefer to not have it re-shipped, you can apply for a refund via Shop Credit, and you will receive a voucher for the total of your order, minus the shipping cost. The shipping carriers do not refund us the cost of the shipping label, so we can't refund it here either unfortunately.
Please be sure to carefully enter and review your address as you are placing your order, or make any corrections in your customer portal right away if you catch a mistake.
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Tracking
All orders within the US include tracking, with projected delivery of 5-7 business days of ship date. Due to the nature of the worldwide pandemic, delivery times are unpredictable and often see delays.
It can take anywhere from a few hours to a few days for your package information to appear in the USPS system. Please allow at least 72 hours after receiving your shipping notification for the status of your package to be updated in the USPS system.
Keep in mind that USPS tracking is a guide, not an exact science. The barcode on your package’s label is scanned as it moves through various shipping facilities, but it’s not uncommon for scanners to miss the barcode, causing tracking information to be insufficiently updated. Please be patient and give your package time to arrive safely to you.
All International Orders & Pin Boards are shipped with insurance. Should an item get lost in transit, it is the responsibility of the customer to contact USPS/UPS/the shipping carrier for a refund of their lost package.
If an item is lost by the shipping carrier (UPS/Fedex/USPS) and does not include insurance, Lively Ghosts is not to be held liable, nor required to provide a refund. Lively Ghosts will not be held liable for orders that do not include Route Shipping Protection. This shipping protection is automatically added to every cart upon purchase through www.LivelyGhosts.com, unless manually removed by the customer. By removing the shipping protection, the customer voids all assistance in a refund or replacement of items.
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Package Protection
Package Protection is an optional add-on available at checkout that covers your order if it's lost, stolen, or damaged in transit. If something goes wrong with your shipment, you can submit a claim through our Claims Portal and receive a same-item replacement at no extra cost.
- Package Protection cannot be cancelled or refunded after purchase and will not be included in store credit or refund amounts.
- Coverage cannot be added to an order after it has been placed.
Filing a Claim
If your package doesn't arrive as expected, you can submit a claim through our returns portal. Here's how each situation works:
Lost Orders
An order is considered lost if tracking never confirms package status as "delivered." If tracking shows no movement or appears stuck after the appropriate number of shipping days, you can file a claim.
- Domestic orders: file your claim within 7 days of the last tracking update
- International orders: file your claim within 20 days of the last tracking update
- All claims for lost orders must be filed no later than 30 days from the last available tracking update
Stolen Orders
An order is considered stolen if tracking confirms your package was delivered, but you didn't receive it. If this happens, we ask that you wait 5 days from the delivery date before filing a claim to allow time for it to be located.
- Claims for stolen orders must be filed within 15 days from the date your package was marked delivered
- Any claim for more than $100.00 may require a police report
Damaged Orders
If your item arrives damaged, unusable, or in an unacceptable condition, file a claim right away in your Claims Portal. Please include photo reference of the damaged item and packaging.
- Claims for damaged orders must be filed within 15 days from the date your package was marked delivered
Upon approval, you'll receive a same-item replacement at no extra cost. If your claim is denied, we'll let you know why.