Shipping & Returns

Shipping / Returns / Refunds QUESTIONS

How do I know my order has shipped?

  • You will receive a SHIPPING NOTIFICATION email, with a copy of your order info from support@civibuy.com

How long will my order take?

  • Orders are crafted and shipped within 10-17 business days (Monday - Friday) of receiving the order.
  • Orders placed with Overnight shipping are produced and shipped within 1-2 business days.
  • Have a deadline? Birthday? Gift? Please let us know in the notes or comments of your order.
  • Holiday Shipping Times and Cutoff Dates will be posted on a top banner on our Home Page as well as your Cart Page
  • READY TO SHIP items ship in advance and separately from other items in your order.

Is a signature required for delivery?:

  • We usually do not require a signature for delivery. 
  • If you would like us to require signature, please let us know when you place your order,email us at support@civibuy.com after you place your order – include your order number - and we will make sure a signature is required for delivery.

Do I have to be home?:

  • We ship our packages with US Postal Service and you do not have to be home to receive your delivery. 
  • Our packages are usually delivered together with your regular US mail service.
  • If you have experienced delivery issues in the past we recommend you be home

What if a tracking # show the package has been delivered?:

If the US POSTAL SERVICE tracking number shows it was delivered to your address, then there is very little we can do at that point. Their scan 'proves' that they delivered it to your address.
Here are several suggestions that we have found to be very helpful in locating missing packages:
  • Is it possible someone else in your household forgot to tell you it arrived? 9 times out of 10 this is the case.
  • Have you spoken to your mail carrier person? They had to scan the package when they delivered it, so it’s possible he/she will remember something about the package. 
  • For example, sometimes he/she will place a package somewhere other than in your mailbox if it won’t fit (usually behind a plant, patio furniture, etc.). Or they may have accidentally delivered it to a neighbor.
  • If you aren’t able to speak to him/her directly, we recommend leaving a note in your mailbox with the tracking number and tell them it was shipped in a white padded envelope.
  • Have you checked to see if a neighbor received your package by mistake?
  • If by some chance your delivery person isn’t able to clarify and you aren’t able to locate your package with a neighbor, you may open an investigation by calling 1-800-ASK-USPS (1-800-275-8777). Your inquiry will then be routed to your local post office where they will research the delivery of your package.
  • If the scan shows it was delivered to your address, it means we met our responsibility to you. In that case we are not able to provide refunds (or we will go out of business!!).

What if I entered the wrong Ship To address?:

Please let us know! If it hasn't shipped yet, we can change the shipping address. 
If it has shipped we will need to wait for it to return to us. When we receive it back, we reship it to the correct shipping address.
Since the first time we ship your order it is free, there is a fee of $6 to reship to the correct address.
Do you ship internationally?:
Yes, we ship to many countries all over the world!

All international orders are shipped via USPS mail.
Orders may be subject to fees, taxes and customs duties. Customer is responsible for all of these charges.
Please be advised international shipments are subject to clearance procedures, which can cause delays beyond original delivery estimates. Every attempt will be made to minimize the potential impact of customs delays.
All international orders are a FINAL SALE
Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@civibuy.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@civibuy.com and send your item to: 5410 DAIRY DRIVE UNIT 8, FAYETTEVILLE NC 28304, United States.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.