Shipping policy

This Shipping Policy explains how we process, ship, and deliver orders from Captive Designs.

Processing Time (Order Preparation)

Most items are made to order. Our typical processing time is 3–5 business days (the time it takes to make/prepare your order before it ships).

  • Processing time does not include shipping/transit time.

  • Business days exclude weekends and holidays.

  • Processing may take longer during peak seasons or for large/custom orders (we’ll contact you if there’s a significant delay).

Shipping Rates & Carriers

Shipping costs are calculated at checkout based on your location, package weight/dimensions, and the shipping method selected.

We ship using major carriers (such as USPS, UPS, FedEx, and/or international carrier partners depending on destination and service). Available options and rates appear at checkout.

Estimated Delivery Times

Delivery estimates shown at checkout are carrier estimates and are not guaranteed. Total delivery time is:

Processing time (3–5 business days) + carrier transit time

Transit times vary by destination, customs processing (international), weather, and carrier volume.

Tracking

When your order ships, you’ll receive a shipping confirmation email with tracking (when available). Tracking may take 24–48 hours to start showing movement after the label is created.

Address Accuracy

Please verify your shipping address at checkout.

  • If a package is returned due to an incorrect or incomplete address, you may be responsible for additional shipping charges to resend it.

  • If you notice an address issue, contact us immediately at help@captivedesigns.net. If the order has already shipped, we may not be able to make changes.

International Shipping

We offer international shipping where available at checkout.

Customs, duties, and taxes

  • International orders may be subject to import duties, taxes, and customs fees.

  • These charges are the responsibility of the customer and are not included in item price or shipping cost unless explicitly stated at checkout.

  • Customs processing can delay delivery and is outside our control.

Undeliverable/Returned International Packages
If an international package is returned to us as undeliverable (e.g., address issues, unclaimed, refused, or unpaid customs fees), we can:

  • Reship the package (customer is responsible for new shipping costs), or

  • Issue a refund for the item cost minus original shipping (once returned and inspected), where permitted.

Delays, Lost, or Stolen Packages

Carrier delays can happen, especially during peak seasons or severe weather.

If your package is marked “Delivered” but you can’t find it:

  • Check around the delivery location and with neighbors/household members

  • Contact the carrier for delivery details (often GPS confirmation)

  • Email us at help@captivedesigns.net and we’ll help with next steps

Once a package is marked delivered by the carrier, we are not responsible for theft, but we will do our best to assist with claims or documentation when possible.

Damaged Items in Transit

If your order arrives damaged, please contact help@captivedesigns.net within 7 days of delivery with:

  • Your order number

  • Clear photos of the damaged item

  • Photos of the packaging (inside and outside) and shipping label if visible

We’ll evaluate and, when appropriate, provide a replacement or other resolution.

Incorrect or Missing Items

If you received the wrong item or something is missing, contact help@captivedesigns.net within 7 days of delivery with your order number and photos (if applicable). We’ll make it right.

Multiple Items / Separate Shipments

Orders with multiple items may ship together or separately depending on production time and packaging needs. If items ship separately, you’ll receive tracking details for each shipment (when available).

Contact

Questions about shipping?
help@captivedesigns.net