We work to process and dispatch orders generally the same day (if order is received by 2PM PST), or within 1 business day. In rare cases, some conditions beyond our control may affect shipments due to order volume, product availability, and other conditions. In that event, we will immediately notify you by email to inform you of the delay.
Order Cancellation Policy
Since we make every effort to ship orders as soon as they’re received, there are times when it’s impossible to stop the order from being processed and shipped. Should you need to cancel the order, we suggest that you immediately connect with us using the Contact menu, or calling us at 844-311-7535 and select “Support.” If you’re asked to leave a message, please clearly state your order number, your name, and that you want to cancel the order. Upon receipt of the message, the order will be cancelled (if it hasn’t already been packaged and shipped), and you’ll receive an email confirmation of the cancellation.
NOTE: Once an order has been processed and shipped, there is no way to cancel the order. Should you want to return the package, you’ll be responsible for the cost of shipping back to our office.
All packaging, whether bubbler mailer envelope or standard brown box, will not display any branding or other information that may disclose the nature of the enclosed contents. In addition, the return label will state “Cipher” as the company name, which also does not lend itself to disclosing the nature of the enclosed contents.
We offer FREE domestic shipping (USPS First Class) on all orders $30 or more. This method of shipping typically takes 4-7 days to arrive after USPS receives the package from Cipher.
On the Checkout page, we also offer additional USPS options with a variety of delivery methods to choose from. Estimated delivery dates are displayed for informational purposes, only, and are not to be deemed guaranteed delivery dates.
IMPORTANT: Delivery dates stated by the Shipping Carriers are not guaranteed by Cipher. Once we deliver your package to the chosen Shipping Carrier, any delays in delivery is beyond our control, so Cipher will not be liable for refunding paid shipping costs to the customer.
If ordering from Canada, using USPS International typically avoids all, or most, of the import duties. The amount varies by province, and is beyond Cipher’s ability to exclude the customer from having to pay any applicable duties/taxes.
Although USPS First Class International is the cheapest shipping method, USPS does not guarantee delivery, nor do they provide the ability to search for delayed/lost packages. Therefore, if this shipping method is chosen, Cipher is also not responsible or liable for packages that are not delivered. If Route shipping insurance is chosen during Checkout, lost package claims can be made directly with them if done so within 30 days of the last tracking update on the USPS website. To ensure delivery, and tracking/searching should a package become delayed/lost, Cipher highly-recommends selecting USPS Priority Mail International.
Customs and Duty
The Customer is responsible for any customs, duty and clearance entry fees that may be applicable on items bought from this website and shipped to their international location. Since each of the 195 countries in the world have their own import policies, it’s not possible for Cipher to maintain current import policy and taxes information. So, it is the Customer’s responsibility to ensure they’re aware of the additional import cost for their particular location. Cipher is also not responsible for packages that are retained in Customs for any reason.
Tracking a package
When an order is placed, our system will send a thank you email. NOTE: this is only possible when you provide an accurate email address. Once your order is processed and shipped, a 2nd email will be sent confirming shipment and tracking information. If you don’t receive our emails, please check your SPAM folder, since your email service may filter our emails into the SPAM folder. If you selected the “Route” shipping protection during Checkout, then you will receive an email directly from them with additional tracking information.
NOTE: We also suggest providing a phone number so the courier may contact you if they need to, especially for International orders. Oftentimes, when a signature is required or entry to a building is needed, the courier may attempt to call your contact phone number.
The USPS tracking system is not always updated in a timely manner on their website. On the day of shipment, the tracking information may not be updated until late in the evening. On the day of delivery, there are times when the USPS website indicates that the package has been delivered, yet you may not physically receive it for a day or two later. In this case, please be patient before attempting to contact the Post Office or Cipher.
Shipping Carrier tracking shows “Delivered”
Once the package is delivered to the chosen Shipping Carrier, and the Shipping Carrier’s tracking information indicates that delivery has occurred, Cipher is not responsible for packages that can’t be found (e.g., package theft, errors by the Shipping Carrier, etc.). After completing a search of the property, asking neighbors, etc., if you have a suspicion that theft has occurred, you should immediately file a Police report. With many areas now covered by cameras, it’s possible that someone in the area may have captured the theft. In the case of theft, neither Cipher or the Shipping Carrier will be liable for reimbursement or re-shipment. If you’re confident that the package was indeed not delivered, the next action should be to contact the Shipping Carrier to file a claim. Below are links to each of the Shipping Carriers claim pages:
USPS: https://www.usps.com/help/missing-mail.htm or call 1-800-ASK-USPS (1-800-275-8777)
If the delivery method is USPS Priority Mail, your package is automatically insured against damage or loss up to a value of $50. Should this be the case, please Contact Us for assistance.
Route Shipping Protection
If you selected the “Route” shipping protection during Checkout, your order is 100% guaranteed from loss or theft! In this case, please refer to the email sent to you directly by Route (on the day we shipped your package). This email contains a link to their website where you can file a claim. IMPORTANT DATES: You must file a claim with Route within 15 days of the last tracking update for US shipments, and 30 days for International shipments.
Package Sent To The Wrong Address
If a package is sent to the wrong address, and the incorrect address was provided online during the order process, then the customer is responsible for all costs associated with re-shipping the item. We will promptly re-ship the order once the original package has been returned to us (but this process sometimes takes the Shipping Carrier 1-2 weeks). So please, when ordering, make sure your shipping address is accurate, as making any mistake could significantly delay the delivery.
Reporting Issues Upon Receiving A Package
The buyer must check the goods immediately upon delivery and contact the seller if there are any problems with the goods. The buyer must notify the seller within 3 days of delivery to ensure prompt attention and resolution. A picture of the package and contents will be required by the seller to assist in determining the appropriate resolution.