Our Policy on Shipping, Customer Responsibility, and Address-related Problems
Ministry Ideaz is a small, independently owned business, and our products are shipped from Ecuador to customers around the world. (You can learn more about us here.) We work hard to provide reliable shipping at reasonable rates, but an incorrect or incomplete address can result in a package being misdirected or lost. For this reason, we have the following policy regarding address-related delivery problems:
1. Customer Responsibility: Customers are responsible for providing a complete and accurate shipping address when placing an order. Please carefully verify the address both at checkout and in your order confirmation email. This is especially important if you have recently moved or your browser automatically fills in a saved address.
2. Once an Order Has Shipped: We ship your order to the address provided at checkout. Once a shipping label has been created and the order has entered the shipping process, we generally cannot change or redirect the delivery address. If you discover an address error, please contact us as soon as possible, but we cannot guarantee that a correction will still be possible.
3. Stolen Orders: We recognize the unfortunate reality of porch piracy. If tracking confirms that your package was delivered correctly but you believe it was stolen afterward, please contact us. We will review the circumstances and do our best to help. We may also ask you to check with household members and neighbors and, when appropriate, report the theft to your local authorities.
4. Incorrect or Incomplete Addresses: If a package is lost or delivered to the wrong location because the customer provided an old, incorrect, or incomplete address, our normal policy does not provide for a refund or free reshipment. Once an order has been shipped correctly to the address supplied to us, the costs of the merchandise and shipping have already been incurred.
We understand that mistakes happen, and we may make exceptions on a case-by-case basis. If your package has been affected by an address error, please contact us with the details and we'll see what we can do to help.
But isn't the package simply going to return to Ministry Ideaz?
No. Because our orders originate in Ecuador and travel internationally, a package marked "Return to Sender" does not return to our shop in Ecuador. Depending on the shipping method, it may be returned to the shipping provider's U.S. or Canadian processing facility or, in the case of international courier shipments, abandoned by the carrier rather than returned internationally. In either case, the merchandise is not returned to our inventory and cannot be recovered or resold by us. For practical purposes, an undeliverable shipment is therefore lost to us.
If you notice an address problem or your tracking shows that a package is being returned, please contact us promptly so we can review the situation and determine what options may be available.