Shipping Policy
Where we ship, how long it takes, what it costs, and what happens when something goes wrong.
Where we ship
We ship to all 50 U.S. states, including PO boxes and APO, FPO and DPO addresses where the carrier accepts them. We do not currently ship outside the United States from this store.
What it costs
Free shipping on every order, no minimum. The price on the product page is the price you pay, apart from sales tax where we are required to collect it.
How long it takes
| Stage | Time |
|---|---|
| Processing and packing | 1 to 3 business days |
| Transit | 7 to 12 business days |
| Total, order to doorstep | 8 to 15 business days |
Business days exclude weekends and U.S. federal holidays. Orders placed after 14:00 ET enter processing the next business day. Peak periods and severe weather can add time; we post a notice on the site when that happens.
If we cannot ship within these times, we will email you, offer you the choice between accepting the delay or cancelling, and refund you promptly if you cancel. This follows the Federal Trade Commission’s Mail, Internet, or Telephone Order Merchandise Rule.
Carriers and tracking
Parcels travel with USPS, UPS or DHL, chosen by destination and parcel size. Your tracking number is emailed when the parcel ships, not when you order, and can take a few hours to go live with the carrier.
Domestic shipping
Orders ship from within the United States, so there are no import duties or customs charges.
Wrong or incomplete address
Check your address at checkout. Email us immediately if you spot an error: while the parcel is still with us we can correct it. Once it is with the carrier, changes depend on that carrier and are not guaranteed. Parcels returned to us as undeliverable are refunded minus any transport costs actually incurred, or reshipped at your request.
Lost, late or damaged parcels
If tracking has not moved for 7 business days, email us with your order number and we will open an investigation with the carrier. If the parcel is declared lost, you get a replacement or a full refund, your choice.
If a parcel arrives damaged, keep the packaging, photograph it, and email us within 5 days of delivery. We handle the claim and replace or refund.
If tracking shows delivered but nothing arrived, check with neighbors, building staff and any safe-drop location shown in the tracking. If it has not turned up within 48 hours, email us and we will request proof of delivery from the carrier.
Questions
Email help+riodrip@thesupport.care with your order number. Monday to Friday, 9am to 6pm ET, replies within 24 business hours.