ALL ORDERS PLACED BEFORE 1PM CST SHIPS SAME BUSINESS DAY

Shipping Policy

How do I know if my order was shipped?

YOU WILL ONLY RECEIVE 2 emails. One when you place the order and one when your order ships. When your order is ready to be shipped, you will receive a shipment confirmation e-mail. The e-mail will contain shipment details, your tracking number, and a link to the delivery service's site. To track the order, click on the tracking number provided in the email 24-48 hours after you receive the tracking number for an update. If the tracking does not update, contact us at help@edgeentity.com Please allow 3-7 business days after the order is placed to receive a tracking number. Shipping emails are sent to the email address you entered at checkout when placing your order. Please be sure to enter the correct email address at checkout. If the address is incorrect, then you will not receive a confirmation email or updates with your tracking information. Please be sure your mailing address is complete and correct (including apt and house numbers) as we may not be able to change your address once the order is completed. To ensure that your package is properly delivered, and you receive the shipment, please make sure your address is entered correctly.  Use correct abbreviations and have spaces inserted properly, we do not take responsibility for the incorrect information. If the package says "returned non-deliverable”, we will issue a refund or gift card for the net price of your item(s) minus the shipping charge. BEFORE WE CAN DISPATCH YOUR PURCHASES, WE MAY NEED TO CONFIRM YOUR DETAILS WITH YOUR CARD ISSUER. WE WILL DO OUR BEST TO KEEP DELAYS TO A MINIMUM.

Shipping Methods

We ship via USPS Ground, DHL, and Fedex for International customers. P.O. Box shipping is limited to military usage and domestic shipping. We do not ship to any other P.O. Boxes.  You may track your domestic and international orders by visiting www.USPS.com. Our general processing time is 3-7 business days before the order is shipped. Please read our shipping options for more details on the shipping services provided. We will notify you with an email when the order has been shipped.

USPS

1-3 Business Days. Most in-stock items generally ship from our fulfillment center within 3-7 business days and arrive within 1-3 business days. Some packages may take longer to arrive due to mailing delays. USPS also recognizes federal holidays and will hold packages in transit on those days. Occasionally, USPS experiences a backlog, especially around peak times such as Christmas. The backlog may cause packages to arrive after the estimated time. Weather delays may also play a factor. While USPS delivers in bad weather, severe weather and national disasters can prevent mail from reaching affected areas. You may track your domestic orders by visiting "http://www.usps.com";"www.USPS.com. Please note: Although we try our best to deliver your items during the estimated timeframe, delivery dates are not guaranteed. Edge Entity is not responsible or liable for any USPS errors during transit, including damage and loss of package, and for any “reasonable” delay beyond our advertised delivery time-frames. Shipping fees are non-refundable. If you refuse any shipments, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. The amount will be deducted from your merchandise refund. You will need to cover the ongoing customs cost and taxes included in your shipping destination. Although we endeavor to deliver within the stated time, we cannot be held responsible for any delays caused by the customs clearance of the destination country.

USPS Priority Mail- Domestic Services

1-3 Business Day Delivery Time

Most in-stock items generally ship from our fulfillment center within 3-7 business days and arrive within 1-3 business days. Some packages may take longer to arrive due to mailing delays. USPS also recognizes federal holidays and will hold packages in transit on those days. Occasionally, USPS experiences a backlog, especially around peak times such as Christmas. The backlog may cause packages to arrive after the estimated time. Weather delays may also play a factor. While USPS delivers in bad weather, severe weather and national disasters can prevent mail from reaching affected areas. You may track your domestic orders by visiting "http://www.usps.com/"; www.USPS.com. Please note: Although we try our best to deliver your items during the estimated timeframe, delivery dates are not guaranteed. Edge Entity is not responsible or liable for any USPS errors during transit, including damage and loss of package, and for any “reasonable” delay beyond our advertised delivery time-frames. Shipping fees are non-refundable. If you refuse any shipments, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. The amount will be deducted from your merchandise refund. You will need to cover the ongoing customs cost and taxes included in your shipping destination. Although we endeavor to deliver within the stated time, we cannot be held responsible for any delays caused by the customs clearance of the destination country.

 

International Shipping Details

All international orders are shipped through our fulfillment center, which ships DHL or FedEx. and Fedex International.

International shipping rates are calculated based on a number of factors including the desired service level (standard/express), number of items you are purchasing, the weight of the item, and the destination country/region. International shipping will be calculated during checkout.

What countries does Edge Entity ship to?

International shipping is currently available to most countries including Canada, UK, France, Australia, South Africa, and more.  Mexico (Oaxaca), Afghanistan, Algeria, Angola, Cayman Islands, Curaçao, French Southern Territories, Guadeloupe, Jamaica, Kenya, Montserrat, Mozambique, Namibia, Netherlands, Netherlands Antilles, Philippines, Qatar, Saint Kitts And Nevis, Saudi Arabia, Sweden, Trinidad and Tobago, Zambia, Nigeria, Germany, Botswana, Caribbean Netherlands, Costa Rica, Italy, South Korea, Tanzania, the United Republic Of, Turkmenistan, Turks, and Caicos Islands, United Arab Emirates, Indonesia

We do not ship to these countries! 

Brazil, Cuba,  Iran, Iraq, Norway, South Sudan, Sudan, Syria

Do I have to pay duties and taxes?

Please note that duties and taxes assessed by customs vary by country and product. Duties and taxes may be collected by your country's customs agency and may be due when your order arrives in your country and before your order is delivered. Please note, each country and customs agency collects duties and taxes differently. If you need assistance paying duties and taxes to your country's customs agency, please contact the shipping company that your order was shipped. 

 

How can I track my package?

Once your order has been fulfilled, you will be sent an email with your tracking link.

How long will it take for me to receive my package?

International shipments typically take 14 business days to deliver once the order has been fulfilled. We do our very best to estimate shipping accurately so that you know down to the day when your order is planned to arrive. Occasionally, there may be delays in the shipment due to customs delays or weather events. When these circumstances occur, we’ll be sure to update your shipping status. If your package stops moving at any point, don't panic! It's still on its way to you and is likely just clearing customs.  Edge Entity is not responsible or liable for any errors during transit, including damage and loss of package, and for any “reasonable” delay beyond our advertised delivery time-frames.

Are Shipping Fees Refundable ? 

Shipping fees are non-refundable. If you refuse any shipments, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. The amount will be deducted from your merchandise refund. You will need to cover the ongoing customs cost and taxes included in your shipping destination. Although we endeavor to deliver within the stated time, we cannot be held responsible for any delays caused by the customs clearance of the destination country.

 Product not received

Domestic customers: If your package was not delivered within 10 business days due to an error on our end, please email our team @help@edgeentity.com for a refund or reshipment. If you chose Route Insurance, please follow up with them first before contacting us regarding your claim. 

Tracking Information?

If your tracking information states that your package was delivered and you have not received it, you must address this with our domestic courier ( Fedex, USPS etc)  and FedEx International for international shipping. Edge Entity does not hold accountability for packages that states "to be delivered." Also, we do not issue refunds for packages that state "to be delivered." Please reassure that your address provided is deliverable in a safe and secure location.

 

What is Route Shipping Insurance?

Edge Entity is proud to partner with ​Route​, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.

What is Route?

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience. Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

Purchased Route+ and need to file a claim?

Click Here

The Route App (Free)

The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

Lost Item Policies

Packages presumed to be lost

  • Order issues for packages presumed to be lost (where the status is not "delivered") in US Domestic must be filed after 7 days (14 for Canada and 20 for other international countries) and within 30 days from the last checkpoint.

Invalid address or delivery barriers

  • Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Route does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be referred to the retailer.

  • The exception is retailers that ship perishable items (e.g. food, a mattress that cannot be reused).

Only part of the order delivered

  • If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Route does not cover the order issue. The customer will be referred to the retailer. 

  • If a single order is being shipped in multiple packages and one package does not arrive, Route will cover the order issue and reorder or refund the value of the undelivered package.

  • If the retailer forgets to ship an item from the customer’s order, the customer needs to reach out to the retailer to have the missing items fulfilled.

Packages labeled "return to sender"

  • Route does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery. 

  • At our discretion, we may cover the order issue if the returned item is perishable or if the retailer is unable to reuse it.

  • Route covers the customer’s order if the package gets lost in-transit back to the sender.

Order stuck in customs

  • Route cannot cover when a customer’s order is stuck in international borders/customs.

  • The customer’s next step is to pay the customs fees in order to receive the package.

  • If Route replaces something the customer has already paid customs on, under Route’s discretion, Route can approve and pay customs the second time.

Order marked as unfulfilled or unshipped

  • If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the retailer (retailer could be low on inventory of the items, internal delays with the fulfillment center, etc.).

  • Route does not control how quickly the retailer ships the customer’s order. Route Package Protection is not yet in action because the order has not shipped.

Order issue filed too soon

  • If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Route may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

 

Haven’t downloaded the app yet? D​ownload here 

Q: Where is my order?
A:​ ​Download Route’s mobile appfor iOS from the App Store to visually track your

package and receive real-time notifications on its estimated delivery.

Q:What if my order never arrives or is stolen?

A: To protect your order against loss or theft, add Route+ package protection at checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

Q: What if my order is damaged?

A:To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at help@edgeentity.comand we will be happy to work with you to remedy the situation.

Q: What do I get when I insure my order with Route+?

A: Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

Q: What are Route’s terms and conditions?
A: Route’s terms and conditions are listed here:

https://route.com/terms-and-conditions/

Q: How do I file a claim for my lost, stolen or damaged order?

A: If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/.

Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

Q: Does Route+ cover stolen items?

A: Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds. page3image11131840 page3image11132032

Q: Is Route a licensed insurance company?

A:Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.

*Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.

How is my order processed?

All orders are processed and shipped on business days only, Monday through Friday, excluding major holidays. All orders are shipped within 3-7 business days after the date that the order is placed.  After your payment is authorized and verified, it can take a day to process your order and the processing time does not include weekends or holidays. When your order has been shipped, you will receive an email with tracking information. Please keep in mind that these products are carefully crafted and made by hand at this time, and to ensure the best quality in every jar, we construct each customer's order with patience and care. Longer delays may apply depending on volume and time of year.

After my order is submitted, can I make changes to it or cancel it?

Yes, once your order is placed; you are given the option to cancel or re-order. Depending on our volume and time of year, we may not be able to make any changes. If you make an error or you want to cancel your order, please cancel or edit your order 24 hours in advance. We will not be able to cancel the order or issue a refund if you fail to cancel before our processing time. Please email help@edgeentity.com for further information. Please note: Original shipping and handling fees are non-refundable for preference returns. Preference returns are returns that are made for any reason other than receipt of damaged/defective or incorrect merchandise.

How do I check on or contact someone about an order I have placed?

For questions regarding the status of your order or any other questions, please email us at help@edgeentity.com

What payment options do you accept?

We accept payments via Credit Card and PayPal. PayPal allows customers to pay using their credit and debit cards, PayPal account balances, and bank accounts securely without sharing your personal information. Please be sure your billing and shipping address match your card to avoid delays. We’re Sorry, We Do Not Accept: Personal Checks, Money Orders, Layaway Plans, or CODS. If there are any more questions or concerns. Please email help@edgeentity.com, and your request will be answered within 24-48 hrs of receiving.

Terms and Conditions

The goods will be imported on behalf of the consignee/buyer. The consignee authorizes Edge Entity to import the goods on his behalf. Further, the consignee/buyer agrees Edge Entity may delegate the obligation to import the goods on his behalf to a subcontractor (e.g. customs broker). The consignee will pay the taxes & duties in addition with the purchase price of the goods.

Happy Shopping!