Shipping policy

SHIPPING POLICY

This Shipping Policy applies to orders placed with La Madrina’s Nursery through our website.

By placing an order that requires shipping, the customer agrees to this Shipping Policy together with our Terms of Service and Return & Refund Policy.

ORDER PROCESSING

Orders are prepared and shipped as reasonably possible based on product availability, packaging requirements, and carrier availability.

Processing time is separate from carrier transit time.

Any shipping or delivery date displayed on our website, at checkout, or by a shipping carrier is an estimate unless expressly stated otherwise.

If an unexpected issue prevents us from shipping an order within the promised time, we will provide any notice, cancellation option, or refund required by applicable law.

SHIPPING RATES

Shipping charges are calculated based on factors that may include:

• destination
• package size
• package weight
• number of packages
• carrier
• selected shipping service

The shipping amount shown at checkout applies to the order and shipping method selected at that time.

Additional services requested after purchase, including address corrections, rerouting, redelivery, or upgraded delivery service, may result in additional carrier charges.

SHIPPING DESTINATIONS

Available shipping destinations and shipping methods are determined at checkout.

Certain products may not qualify for shipping because of their size, weight, fragility, or packaging requirements.

If a product cannot be safely or reasonably shipped, La Madrina’s Nursery reserves the right to cancel the affected item or order and issue any applicable refund.

HANDMADE & FRAGILE MERCHANDISE

Many products sold by La Madrina’s Nursery are handmade, hand-painted, glazed, fired, molded, carved, or otherwise individually crafted.

Handmade characteristics such as minor nicks, scratches, surface marks, glaze variations, crazing, pits, rough areas, brushstroke differences, kiln marks, asymmetry, and natural material variations may be normal characteristics of handmade merchandise.

These characteristics are not automatically considered shipping damage.

Please review our Return & Refund Policy for our complete handmade merchandise disclosure.

PACKAGING

We take reasonable steps to package merchandise appropriately based on its size, weight, material, and fragility.

Some orders may be shipped in multiple boxes or separate shipments.

Customers should not discard the shipping box, protective materials, wrapping, or other packaging until the merchandise has been inspected and any potential shipping claim has been resolved.

TRACKING INFORMATION

Tracking information will be provided when available.

Tracking may take time to update after a shipping label has been created.

A shipping label being created does not necessarily mean that the carrier has physically received the package.

Customers are responsible for monitoring available tracking information and making reasonable arrangements to receive their shipment.

CARRIER DELAYS

Once merchandise has been accepted by a shipping carrier, delivery may be affected by circumstances outside the reasonable control of La Madrina’s Nursery, including:

• weather
• transportation disruptions
• carrier delays
• mechanical issues
• natural disasters
• peak-season volume
• labor disruptions
• routing issues
• other unexpected transportation events

Estimated carrier delivery dates are not guaranteed unless the specific shipping service expressly provides a guarantee.

We may reasonably assist with carrier inquiries when appropriate, but we do not control the carrier’s transportation or delivery network.

SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address at checkout.

This includes, where applicable:

• recipient name
• street address
• apartment, suite, or unit number
• city
• state
• ZIP code
• accurate contact information

Please review your shipping information carefully before placing an order.

If you notice an error, contact us as soon as possible. We cannot guarantee that an address can be changed once an order has entered processing or has been transferred to the carrier.

Additional costs resulting from an incorrect or incomplete address, address correction, rerouting, return-to-sender shipment, or reshipment may be the customer’s responsibility to the extent permitted by law.

UNDELIVERABLE & RETURNED PACKAGES

If a shipment is returned to La Madrina’s Nursery because of:

• an incorrect or incomplete address
• unsuccessful delivery attempts
• failure to accept delivery
• failure to retrieve the package
• another customer-related delivery issue

we will review the circumstances.

A package being returned to sender does not automatically create a right to a refund, exchange, replacement, or store credit.

Where appropriate, reasonable reshipping or carrier charges may be the customer’s responsibility.

Any resolution remains subject to our Return & Refund Policy and applicable law.

REFUSED DELIVERIES

Refusing delivery does not constitute an authorized return or cancellation.

A customer who refuses delivery is not automatically entitled to a refund, exchange, replacement, or store credit.

Refused shipments remain subject to our Return & Refund Policy and applicable law.

SHIPPING DAMAGE

If merchandise appears to have been materially damaged during transportation, contact La Madrina’s Nursery within 48 hours of confirmed delivery to request assistance through our shipping-damage claim process.

Customers may be required to provide:

• order number
• photographs of the entire item
• close-up photographs of the claimed damage
• photographs of the shipping box
• photographs of all packaging materials
• photographs of the shipping label
• photographs of visible exterior damage
• additional photographs or video reasonably necessary to evaluate the claim

The merchandise and all original packaging must be retained while the claim is being reviewed.

The complete claim requirements, including our documentation and authenticity provisions, are contained in our Return & Refund Policy.

The 48-hour reporting period applies to our shipping-damage claim process and does not limit rights that cannot legally be waived.

PHOTO & VIDEO DOCUMENTATION

La Madrina’s Nursery may photograph or record merchandise before shipment and during packing.

We may retain photographs, videos, packing records, product records, tracking information, and other documentation relating to an order.

Evidence submitted by a customer regarding shipping damage must truthfully and accurately represent the merchandise and its condition as received.

Materially altered, staged, fabricated, digitally manipulated, AI-generated, AI-modified, or otherwise misrepresented evidence may be rejected when evaluating a claim to the extent permitted by applicable law.

Original files or additional documentation may be requested when reasonably necessary to verify a claim.

LOST OR MISSING SHIPMENTS

If tracking indicates that a shipment has been delayed, lost, or has stopped moving for an unusual amount of time, please contact us.

We may open or assist with a carrier inquiry or claim when appropriate.

Customers may be asked to cooperate with a carrier investigation.

Lost-shipment situations will be reviewed based on tracking information, carrier records, order documentation, and applicable law.

PACKAGES MARKED DELIVERED

If carrier tracking shows a shipment as delivered but you cannot locate it, please:

• check the delivery location carefully
• check with household members or other authorized recipients
• check nearby entrances or secure delivery areas
• contact the shipping carrier when appropriate
• notify La Madrina’s Nursery promptly

We may assist with a carrier inquiry or request additional information.

To the extent permitted by applicable law, La Madrina’s Nursery is not responsible for theft or loss occurring after merchandise has been properly delivered to the shipping address provided by the customer.

Nothing in this section limits any rights or remedies that cannot legally be waived.

SIGNATURE REQUIREMENTS

Certain orders may require signature confirmation because of their value, fragility, or other circumstances.

La Madrina’s Nursery may require a signature when we reasonably determine that it is appropriate for an order.

Customers are responsible for making reasonable arrangements to receive shipments requiring a signature.

LOCAL PICKUP

If local pickup is offered, customers should inspect merchandise at pickup.

Once an order has been picked up by the customer or an authorized representative, any later claim remains subject to our Return & Refund Policy and applicable law.

SHIPPING CHARGES & REFUNDS

Original shipping, delivery, handling, and related transportation charges are non-refundable except where required by law, caused by an error for which La Madrina’s Nursery is responsible, or expressly included in a resolution approved by us.

Additional carrier charges caused by customer-requested changes or customer-related delivery issues may be the customer’s responsibility where permitted by law.

SHIPPING RESTRICTIONS

Certain products may be unavailable for shipping based on:

• size
• weight
• fragility
• destination
• carrier requirements
• product type
• packaging limitations
• applicable laws or regulations

We reserve the right to cancel and refund an order if we reasonably determine that the merchandise cannot be safely or legally shipped to the requested destination.