Shipping policy
Flat Rate Shipping and How We Ship
Orders under one pound will ship USPS First Class, but the majority of orders exceed this and most are shipped via USPS Priority Mail or UPS Ground. See section "Priority and Express Mail Options" below for an explanation of why we do not offer those options.
Economic Shipping will arrive to you via U.S. Postal Service (USPS) or UPS. Most areas of the country are 1-5 days from our facility in Houston, Texas. Outlying areas that are further away such as the West Coast, Alaska, Hawaii, Puerto Rico and others may take a bit longer. Well over 99% of the time the USPS gets it right and your package arrives on time and sometimes early. There are a very small percentage that may get routed wrong by the USPS and has to be corrected, resulting in a delay of a few days. If you have a complaint regarding the amount of time the US Postal Service took to deliver your package, please contact the U.S. Postal Service.
About Priority Mail and Express Mail Options
We don't offer expedited shipping methods because we have too many issues with people ordering and using them, thinking they will have their order right away. And although we offer “Priority Mail”, this is not rushed or express. Priority Mail is just regular mail but for items heavier than 1 pound.
Since we have to custom pack EVERY order that comes in, we cannot guarantee your order will make it to the post office before the daily cut-off for shipments. Many customers also think this gets their order out faster but it does not (see Rush Orders, below). It's simply a much larger problem than it benefits and unfortunately leaves us in a bad position with our customers even though we do everything we can to make sure they are informed.
A very high percentage of customers do not understand the logistics involved in shipping. For example, someone orders on a Friday night, pays for "Priority Mail 2-Day" shipping, and they think they will have their order on Sunday and that is not the case. First, the shipping times are estimated by the USPS, we cannot control this. Second, our goal is to ship within 24 hours so that potentially adds another day. Third, we only operate during regular business hours, and therefore can’t ship on weekends. The end results is someone orders on Friday night, it could possibly ship after the cutoff on Monday evening, which means it goes to the post office on Tuesday morning and SHOULD arrive on Thursday. "SHOULD" means the USPS does not guarantee delivery times on Priority Mail. In a case like this, we almost always end up with an angry customer through no fault of our own. We hope you understand our policy on this issue.
Rush Orders
We process shipments in the order received and there is no option to rush your order. Likewise, we are not an "emergency" shop, even for Local Pickups. We sometimes receive complaints that customers missed a deadline because their order came a day or two later than they needed it. We recommend keeping the items you need on-hand and not to commit to a deadline if you do not have everything you need--it's simply bad business to commit to deadlines without having what you need. If there is a delay in receiving your order for any reason, we are not responsible for missed deadlines due to improper planning on your part.
SHIPPING CARRIER
By clicking on the name of each carrier, you will be re-routed to the shipper's website. For any problems related to shipped orders, please contact the appropriate carries directly as these companies are not related or under the control of Prodjin.
Order Errors
If you receive your order and you believe there to be an error, any missing items, etc, please use the Contact Us form on our website and include the details of the issue along with your order number. We highly recommend using the Contact Us form over sending an email because email may not reach its destination for various reasons such as SPAM filtering or Internet communication issues. If your items are damaged we may request a picture of the damage to review with our Quality Control Team, so please do not be offended as we are constantly making efforts to serve our customers better.
After receipt of your order (based on carrier tracking information) you have five days to contact us to report any issues. After that time period has elapsed, your order is considered complete and correct.
Out of Stock Items
We are constantly trying to improve our inventory system, but with thousands of products available to you, sometimes we ran into the issue of overselling them and may ran out of stock. When this happens, we’ll issue a refund right away for the purchase amount.