Shipping policy

STOLEN, DAMAGED OR LOST SHIPMENTS

Please note: Misiyo Candle Co is not liable for packages that are lost, damaged or stolen during transit.

Most orders are delivered safely! However, the occasional package does end up lost, damaged or stolen. To make sure you'll get an order replacement or refund (excluding shipping fees) on your purchase, we offer Navidium Shipping Protection. It is an affordable way to have peace of mind and insure your order against unexpected loss, damage or theft that may occur during transit.

What we consider a Lost Shipment:

• Carrier status states "delivered’", but you have not received it. Depending on where you live, we ask that you allow up to 7 business days but no longer than 15 days for Canadian shipments (up to 20 days for USA shipments) for your parcel to be delivered. Sometimes the carrier prematurely marks it as delivered and attempts a second delivery.
• If your carrier status is not "delivered" and your tracking has not updated for 2 weeks from the ship date.
  
• We reserve the right to classify this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement right away.
  

What we consider a Damaged Shipment:

• Items arrive damaged upon delivery - candles are broken, dented etc
• Some of your order is missing due to the box/packet opening in transit 

Please contact us immediately if your order arrived damaged or if something is missing. Email us at hello@misiyo.com from the email address you used to place your order. Please include your order #, description of the issue and photo evidence of the damage. We'll get back to you as soon as we can to get the issue handled.

What we do not cover:

• Missing parcels or additional delivery fees charged due to invalid / incorrect address information provided by you.
• If a shipment is returned to us for any reason, including an incorrect address or refusal to pay applicable duties or taxes, all of our shipping costs (including the return shipment fee) will be deducted from the refund amount available to you. Please double check your shipping address and all applicable import laws before placing an order to ensure everything arrives to you smoothly.
• Delays in transit
  
• International orders stuck in customs - we can't be held responsible for customs delays. Please get in touch with your chosen carrier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund.
• Items that are returned to us for a refund or exchange that are in an unsellable condition
• If you requested items to be left outside your property and they go missing - this waives the right to any claim as per the carrier's terms and conditions
• If you are unsatisfied with an item in your order, Navidium is not a product replacement plan. Instead, please get in touch with us at hello@misiyo.com to request a return or exchange within our 21 day return period.

In summary, by placing an order with us, you agree to pay any and all applicable duty, taxes, fees and charges levied by the shipper, destination country or any other party beyond us to receive your order. Returned or refused orders will not be refunded and no refund will be granted for this reason.

HOW TO SUBMIT YOUR CLAIM

If your order is lost or damaged, please contact us at hello@misiyo.com from the email address you used to place your order. We will assist you as soon as we can, usually within 1-2 business days. Please include the following details in your email:

• Subject line: CLAIM for order #12345 (your order#)
• Detailed description of your issue
• Photo evidence of damage, if applicable

We will continue to track your parcel and should it appear, we will request it be sent back to us at our expense.

By selecting Navidium Shipping Protection, you agree to these terms.

Navidium Shipping Protection is non-refundable on all shipped orders.

OUR POLICY FOR UNPROTECTED PARCELS

If you have not purchased Navidium Shipping Protection for your order, we will follow the claims policy with the shipment courier to either locate your parcel or deem it as lost. This may take up to 6-8 weeks and is at the discretion of the courier. No refund or replacement will be provided until the claim has been completed with the courier.

If the claim was not successful, we are sadly unable to replace or refund your order.

If the claim was successful, we will refund or replace your order according to what was reimbursed by the courier.

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbour or at a secure location, we are not responsible for a refund or replacement.