FAQs

SHIPPING

How much is shipping?

  • This depends on the product(s) ordered and the total weight. All shipping starts at $4. 

Do you ship internationally?

  • Yes! We ship worldwide! :)
    • PLEASE NOTE: Customers are responsible for any international fees at the custom, as this fee is unrelated to our shop.

How do I track my package?

  • We will email you with all of your order information as soon as we have a tracking number available!
  • You can check on the status of your order at any time by clicking here (easiest and fastest way), or emailing our customer support at support@etherealhaze.com. 

How long does it take for an order to arrive?

  • Processing time: 2-5 business days (orders will be shipped after these days)

Estimated shipping times (AFTER processing time)

  • North America: 2-5 business days
  • Canada: 7-12 business days
  • Europe & World: 12-30 business days

If you still have questions, just email us. We're happy to help!

-----------------------------

    RETURNS & EXCHANGES

    Basic Refund Policy

    • All of Ethereal Haze's items have a full 7-day refund guarantee.
    • We check every single one of our shipments carefully before shipping it out. That said, if your order is defective, we will either replace it, or you can send it back to us for a full refund (just cover return shipping).
      • Proof of defect is required, as we will be able to figure out what happened and how we can fix it. If a mistake ever happens at our end, we will take care of the costs to fix it!
    • Because we have tracking numbers for every single order, we cannot offer a refund if:
    • (1) you did not receive the item when the item is marked as sent and (2) if you put in the wrong address AFTER we shipped it out.
      • Please make sure you double check your address (the address you input is automatically filled in by our shop's shipment fulfillment platform) and are shipping it to a safe place where you know you it will not get stolen/a place where you will definitely be able to receive it. Thank you for your understanding!
    • Please address returns to: 

    EH Returns
    9201 Margaret Jewel Lane
    Austin, TX 78745

    -----------------------------

    COMMONLY ASKED QUESTIONS:

    I've put the wrong address/The address is wrong—what now?

    Whatever address the customer inputs during their checkout is automatically filled in by the website platform when we process your order. We NEVER change this address UNLESS:
    1. The customer messages us about it before we ship it out
    2. USPS notifies us that it is not a USPS-valid address, which we will then message the customer about it. If the customer does not reply within 2 days, we will look up the address on Google Maps to confirm it is a valid address, and ship it to the inputted address. If Google Maps states that it is NOT a valid address, and the customer does not respond, we will NOT ship it out, and refund your order.

    That said, if your order is not marked as shipped yet, we will gladly change the address for you :)

    HOWEVER, if we have already shipped out your order, unfortunately we have no power over where it goes after that, as it is now under USPS's control. Please contact your USPS to resolve the issue.

    If it is sent back to us, we can re-ship it to you if you cover the re-shipment cost.


    NO REFUNDS WILL BE GRANTED IN THIS SITUATION. Thank you for your understanding.

     

    My order's tracking number says it's arrived, but my package isn't there?

    Unfortunately, we have no power over what happens to your package after we ship out your order, as only USPS has control over what happens thereafter.

    We suggest the following advice to hopefully track down your package:
    - Contact your local USPS to figure out what happened
    - If you live in an area that is susceptible to packages being stolen, we recommend shipping your future packages to a different address (i.e. business address, P.O. box, etc.). Our packaging is discreet (a manila colored bubble mailer with just the shipping label on it).

    NO REFUNDS WILL BE GIVEN, as we hold no responsibility in this situation. Thank you for your support and understanding.

     

    STILL HAVE QUESTIONS?

    • Ask away! Just email us at support@etherealhaze.com and we'll get back to you as soon as we can.