Shipping policy
Shipping Policy
We appreciate your patience as most items are made to order and produced specifically for you after your purchase. Please read the following carefully so you know exactly what to expect.
Processing Time
All orders are processed within 3 to 7 business days after payment is received and cleared.
During peak periods, holidays, or high demand, processing may take up to 10 business days. We will notify you by email if there is any significant delay.
Because items are custom-made or produced upon order, processing times cannot be expedited. We do not offer rush production at this time.
Shipping & Delivery Methods
• Local Orders (Hand Delivery):
Orders placed for local pickup or delivery in the New Haven, Connecticut area may be hand-delivered by one of our team members instead of a traditional shipping carrier. Hand delivery is typically scheduled within 3 to 10 business days after processing is complete, depending on availability. You will be contacted directly via email or phone to arrange a convenient delivery time.
Please ensure someone is available at the delivery address during the scheduled window. If no one is available, we may leave the package in a safe location if agreed upon, or you may need to arrange an alternative time. We are not responsible for items left unattended at your request.
• Standard Shipping (Non-Local Orders):
Orders outside the local New Haven area will be shipped via standard carriers. Once shipped, estimated delivery times are:
• United States (non-local): 5–12 business days
• Canada & International: 7–21 business days
These are estimates only. Actual delivery times may vary due to carrier schedules, weather, customs (for international orders), or other factors beyond our control.
Tracking
• For hand-delivered local orders: You will receive confirmation when delivery is scheduled and completed. Tracking is not provided as these are personal deliveries.
• For shipped orders: You will receive a shipping confirmation email with tracking information once your order has been dispatched. Please allow 24–48 hours for the tracking to become active.
We are not responsible for delays caused by shipping carriers or scheduling conflicts with hand deliveries.
Shipping Costs
Shipping and delivery fees are calculated at checkout based on your location and order details. Local hand delivery may have a separate flat fee or be included depending on the promotion at the time of purchase. We currently offer standard delivery only — express options are not available.
International Orders
Customers outside the United States are responsible for any customs duties, taxes, import fees, or brokerage charges. These are not included in the shipping cost and must be paid by the recipient. We are not responsible for customs delays or additional fees.
Order Changes & Cancellations
Because production often begins shortly after purchase, we can only accept order cancellations or changes (such as address corrections) within 24 hours of placing the order. After this time, cancellations or modifications may not be possible, and you may be responsible for any costs already incurred.
Damaged Shipments / Deliveries
If your package arrives damaged (whether by carrier or hand delivery), please contact us within 48 hours of delivery at jaleuniversity@gmail.com with clear photos of the packaging and item. We will work with you to resolve the issue.
Shipping Address
Please double-check your shipping address at checkout. We are not responsible for orders delivered or shipped to incorrect addresses provided by the customer. For hand deliveries, accurate address details (including apartment number, gate codes, or special instructions) are required.
Contact Us
For any shipping or delivery-related questions, including scheduling hand deliveries, please email us at jaleuniversity@gmail.com.
We strive to get your order to you as quickly as possible while maintaining the quality you expect. Thank you for your understanding and support of our made-to-order process and flexible local delivery option!