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FAQs

How long will it take for my order to arrive?
U.S. orders should arrive within 2-4 weeks. International orders usually take between 2-6 weeks. For more information about shipping rates, times, and policies see our Shipping Policy page. We offer express shipping options for orders shipping within the U.S. Exceptional Shop does not guarantee delivery dates for any shipments.

Where is my order?
All Priority Mail orders include a delivery tracking code, however, the tracking does not update for some countries once clearing customs. Be sure to check your shipping confirmation email for the appropriate tracking link. In most countries, you are able to use the tracking number we provide on your national postal service website as well as USPS. If you did not receive a shipping confirmation email, please let us know at support@exceptionalshop.com. For international orders, your package may be held by your local post office if additional import fees are required.

Are customs, VAT, or duty fees included in the order?
For customers outside the United States, please be aware that you - or the recipient, if you are sending a gift - may be responsible for additional customs fees, VAT, or duties charged during the process of delivering your order. These fees are controlled by governmental authorities in the country where the package is shipped to and can vary from area to area. It is unfortunately quite difficult to estimate what these fees might be prior to shipping and we encourage you to check with the laws in your area if you have further questions. Your package may be held by your local post office if additional import fees are required. If you choose not to pay these fees and do not pick up your package, The Exceptional Shop is not able to refund your shipping costs.

My order was lost or damaged, what do I do?
In the event of a lost package or damaged item please contact us immediately at support@exceptionalshop.com and we will address the specific issue. For international orders, we ask that you to wait at least 6 weeks from ordering before assuming the item is lost. For damaged goods, please contact us and include photographs of the damage.

You ship to my country but my order won’t go through.
Sometimes a postal code isn’t recognized for a country that we ship to. If this seems to be the problem, contact us at support@exceptionalshop.com and we will provide an alternate link to complete your order.