Shipping policy
We are not in the business of selling products that disappoint you. If you are not satisfied with your purchase, reach out! We will work to make it right.
That being said, we have the following policies in place to fall back on and protect our business.
Gatsby Customs ships via the United States Postal Service (USPS) and/or United Parcel Service (UPS).
Orders typically ship Monday through Friday, excluding U.S. federal holidays. During busy seasons orders may also ship on Saturdays.
We reserve the right to designate shipping blackout dates for business or personal reasons. This would be an uncommon occurrence. Any blackout periods will be posted on our site.
We are not responsible for delivery issues stemming from the customer providing a wrong or incomplete shipping address. If a package is marked undeliverable and returned to us, we will contact you for a correct or alternate shipping address. The customer may be responsible for any new shipping charges. If we reach out about an address/shipping issue and do not receive a response in a timely manner, we will consider your order abandoned and may take no further action.
If your tracking has not been updated in some time and there seems to be a delay in transit, feel free to bring it to our attention so we can keep an eye on it as well.
We are not responsible for shipping issues beyond our control, nor are we responsible for unfulfilled guarantees made by USPS or UPS. For any delivery issues, including delays, lost, or stolen packages, please contact USPS at 1-800-ASK-USPS or UPS at 1-800-PICK-UPS.
The most common issue we see is when a package is marked delivered, but the recipient does not have it. In our experience, this is almost always due to the package being delivered to a neighbor's house, a mail room, a security desk, etc. Please check all possible delivery locations and check with neighbors. In rare occurrences, we have found that USPS sometimes marks a package delivered before it actually is. If you think this has happened to you, please be patient and then contact USPS or UPS.
INTERNATIONAL SHIPPING:
We do not have control over customs and are therefore not able to be responsible for delays that may occur. Tracking information will be made available to you as soon as it is made available to us. Please note that any customs charges, duties, VAT fees, etc. are levied by the shipping carrier and are not paid to Gatsby Customs.
PROCESSING TIME VS SHIPPING TIME
Please note that processing time (2-5 business days) is different from shipping time and should be added to the total delivery time. Orders generally take 2-5 business days to be fully processed (produced, checked, packed, shipped).
Processing Time - in very rare instances, may take longer than the stated expected timeframe. During busy time like holidays, promotions or other instances processing time might take longer. We do our best to deliver as fast as possible and seek your understanding and patience during such events.
