SHIPPING
&
RETURNS
This Shipping & Returns Policy outlines how orders for merchandise (apparel, prints, and other products) are fulfilled and shipped from the Sarah Xuan Tattoos online store, and our policies regarding returns, exchanges, and refunds.
Please note that this policy applies only to physical merchandise purchased through our website. Our tattoo services, consultations, and deposits are governed by separate agreements, and deposits for tattoo appointments are non-refundable as outlined in our Privacy Policy and Booking Terms.
Order Fulfillment & Processing
All merchandise orders are printed, packaged, and shipped by our trusted fulfillment partner, Printful, Inc. ("Printful").
This means:
Sarah Xuan Tattoos handles design, customer service, and sales.
Printful handles production, quality control, packaging, and shipping logistics.
Once you place an order on our site, it is securely transmitted to Printful for fulfillment.
Processing Time:
Standard Products: Most orders enter production within 2-5 business days after the order is placed. This does not include weekends or holidays.
Custom or Made-to-Order Items: Some products (like custom apparel or specific print sizes) may require additional processing time, which will be noted on the product page.
You will receive a confirmation email once your order has been shipped.
Shipping Destinations & Carriers:
Printful ships worldwide from various production locations in the United States, Europe, and other regions. The specific carrier (USPS, UPS, DHL, etc.) and origin facility are chosen by Printful to provide the most efficient delivery to your location.
Shipping Costs & Times:
Shipping costs are calculated at checkout based on your location, the items in your cart, and the selected shipping method.
Estimated delivery times are provided during checkout and in your shipping confirmation email. These are estimates and not guarantees.
Typical Delivery Times (after processing):
United States: 3-7 business days for standard shipping.
International: 7-20 business days, depending on destination and customs.
Delivery times may be extended during holidays, sales periods, or due to unforeseen carrier delays or customs inspections.
Shipping Confirmation & Tracking:
Once your order ships, you will receive a shipping confirmation email from us or directly from Printful. This email will include your tracking number and a link to track your package.
It may take 24-48 hours for tracking information to become active after the email is sent.
Customs, Duties, & Taxes (International Orders):
International customers are responsible for any customs fees, import duties, and taxes levied by their country. These charges are not included in the product price or shipping cost and are paid directly to the carrier upon delivery.
Sarah Durno Tattoos and Printful have no control over these charges and cannot predict what they may be. Please check with your local customs office for more information.
Returns & Exchanges for Merchandise
Our General Policy:
Due to the print-on-demand and made-to-order nature of our products through Printful, we generally do not accept returns or exchanges for unwanted items or simple change-of-mind.
However, we stand behind the quality of our products. We will happily replace or refund items that are defective, damaged during shipping, or incorrect (you received the wrong item).
Printful's Quality Guarantee:
Printful offers a 30-day quality guarantee from the date the order is marked as delivered. If your product is defective or incorrect, you must submit a claim within 30 days of delivery.
How to Initiate a Return/Replacement Claim:
Step 1: Contact Us First.
Do not contact Printful directly. Please email us at sarahxuantattoos@gmail.com within 30 days of delivery with:
Your order number.
Photos/videos clearly showing the issue (e.g., misprint, tear, wrong item).
A brief description of the problem.
Step 2: Our Assessment.
We will review your claim and contact Printful on your behalf. Printful may require additional information or photos.
Step 3: Resolution.
Once approved, Printful will typically:
· Send a free replacement for the defective/incorrect item (no need to return the original), or
· Issue a refund to your original payment method if a replacement is not possible or preferred.
Note: We cannot process replacements for issues caused by normal wear and tear, improper care, or for changes to a design you no longer like.
Damaged or Lost in Shipping:
Damaged Package: If your package arrives damaged, please take photos of the shipping box and the damaged product and contact us immediately.
Lost Package: If your tracking shows "Delivered" but you haven't received it, please first check with neighbors, building reception, or your local post office. If it remains missing, contact us and we will investigate with the carrier.
Refunds
For Merchandise:
Refunds for approved defective/incorrect items will be issued to the original payment method within 5-10 business days after approval.
We do not issue refunds for:
Change of mind or buyer's remorse.
·Incorrect shipping addresses provided by the customer (see Section 6).
·Delays in shipping due to carriers, weather, or customs.
For Tattoo Services (Reminder):
Deposits are non-refundable. This policy is clearly stated during the booking process.
Final payments for tattoo services are subject to the cancellation/rescheduling policy outlined in your booking agreement, not this merchandise policy.
Incorrect Shipping Addresses
It is the customer's responsibility to provide a complete and correct shipping address at checkout. We are not liable for packages shipped to an incorrect or incomplete address provided by you.
If a package is returned to Printful due to an incorrect address, you will be responsible for the cost of re-shipping.
If the package is lost, we cannot issue a refund or replacement.
Contact Information
For any questions about shipping, or to initiate a return/replacement claim for merchandise, please contact:
Sarah Xuan Tattoos - Customer Service
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This Shipping & Returns Policy is subject to change. The policies of our fulfillment partner, Printful, are incorporated by reference. You can view Printful's full policies here: https://www.printful.com/policies.