Shipping policy

Visionary Hills Shipping Policy

How Fast Your Order Ships

Every product page tells you which type of piece it is before you buy.

  • In-Stock Pieces: Ship within 1 to 2 business days. Business days are Monday through Friday, not counting holidays.
  • Made To Order Pieces: We make these after you order, just for you. They arrive in about 10 days.
  • Production Pre-Order Pieces: These are already in production. The ship time is listed on the product page, and you pay a lower price for waiting.

Ordering More Than One Type Of Piece

If your order includes a pre-order piece, the whole order ships together once that piece is ready. Want your in-stock pieces sooner? Check out the pre-order piece on its own.

Made to order pieces are made separately, so they may arrive in their own package.

Shipping Rates

  • United States: Free shipping on orders of $150 or more. Orders under $150 ship for a flat $7.
  • Canada: Rates are calculated at checkout. Canadian orders may be charged duties or import taxes on delivery. Those charges are the buyer's responsibility.

We currently ship to the United States and Canada only.

Tracking

Once your order ships, you'll get a tracking number by email or text. Most US orders arrive 3 to 7 business days after they ship. You can also check on your order anytime from our Track Your Order page.

Cancellations

Made to order pieces can't be canceled once your order is placed, because we start making them for you right away.

For in-stock and pre-order pieces, email us within 12 hours of placing your order and we'll cancel it, as long as it hasn't shipped yet.

Check Your Address

Please double check your shipping address at checkout. If you spot a mistake, email us within 12 hours of placing your order and we'll fix it, as long as it hasn't shipped yet. After that, we can't make changes.

We are not responsible for orders shipped to an address that was entered wrong at checkout. If a package comes back to us because of an incorrect address, we'll reship it once the new shipping cost is paid.

Lost Or Stolen Packages

Once a package is handed to the carrier, it is the carrier's responsibility. If your tracking says delivered but you can't find it:

  1. Check around your home, with neighbors, and with anyone in your household.
  2. Give it 48 hours, since carriers sometimes mark packages delivered early.
  3. If it still hasn't shown up, email us within 7 days of the delivery date with your order number.

We'll help you file a claim with the carrier and work with you on it. Visionary Hills is not responsible for replacing packages marked as delivered.

Damaged Or Wrong Items

If your order arrives damaged or you got the wrong item, email us within 7 days of delivery. Include your order number and photos, and we'll make it right. See our Refund Policy for details.

Delays

Weather, holidays, and carrier backups can slow things down. These delays are out of our control, but we'll always help you track down your order.

If Something Sells Out

If we can't fill part of your order, we'll let you know and give you a full refund for that piece.

Questions

Email support@visionaryhills.com with your order number. We'll get back to you.