Shipping policy

Where we ship

We currently ship to addresses in the United States only.

Shipping costs

Shipping is free on Buy 2, Get 1 Free and Buy 3, Get 3 Free bundles. A single pen ships for $4.95. Subscription refills follow the same rule. The shipping cost for your order is always shown at checkout before you pay, and that is the amount that applies.

Processing

Orders are usually processed and dispatched within 3 business days (Monday to Friday, excluding public holidays). During busy periods, promotions or stock delays, processing may take longer. If your order is significantly delayed, we'll aim to let you know.

Delivery times

Once dispatched, delivery usually takes 6 to 12 days, so most orders arrive within 9 to 15 days of being placed. These are estimates, not guarantees. Carriers, customs, weather and other events outside our control can cause delays, and a delay on its own isn't grounds for a refund. If your order hasn't arrived within 30 days of the order date, please contact us.

Tracking

Every order ships with tracking. We'll email your tracking link when your order is dispatched. Tracking can take several days to show movement, especially in the first few days, and this is normal. If you can't find our emails, check your spam folder, then email info@trysylvie.com.

Your address

You're responsible for entering a complete and correct shipping address at checkout. We can't change an address once an order has been dispatched. If a parcel is returned to us because of an incorrect or incomplete address, or because it was refused or not collected, we can reship it once you confirm the correct details, and a reshipping charge may apply.

Lost parcels

If your tracking hasn't updated for 10 business days, or your order hasn't arrived within 30 days of the order date, email us within 45 days of the order date. We'll open an investigation with the carrier, which can take some time. If the carrier confirms the parcel is lost, we'll send a replacement or issue a refund, at our discretion. Claims made more than 45 days after the order date may not be eligible.

Marked as delivered but not received

Parcels sometimes show as delivered a day or two early, or are left with a neighbor, in a mailroom or at a safe place. Please check these places and wait 2 business days. If it still hasn't appeared, email us within 7 days of the delivery scan and we'll open a claim with the carrier. Once tracking shows delivery to the address provided at checkout, we're not responsible for parcels that are lost or stolen after delivery. We may ask you to sign a statement that the parcel wasn't received, and any replacement is at our discretion based on the carrier's findings.

Damaged in transit

If your order arrives damaged, email us within 7 days of delivery with your order number and photos of the item and the outer packaging. Please keep the packaging until your claim is resolved. Once we've confirmed the damage, we'll send a replacement or refund the affected item, at our discretion.

Import charges

If a carrier asks you to pay an unexpected import or customs charge, please contact us before paying it.

Questions

Email info@trysylvie.com with your order number. We aim to reply within one working day.