Shipping policy

Last updated: September 15, 2026

Free, tracked shipping to every address in the United States. Here's what happens from the moment you order to the moment the package is in your hands — and what we do if it goes off script. This policy applies together with our Returns & Refunds Policy; please read both before you order.

1. Where we ship and what it costs

We deliver to all 50 states, including Alaska and Hawaii, at no extra cost; we don't currently ship outside the United States. Shipping is free on every order, with no minimum — nothing beyond the price at checkout.

2. Changing or canceling an order

Within minutes of ordering you'll receive an order confirmation by email — read the shipping address in it. Every order is transmitted to our fulfillment center automatically and enters processing within minutes, so an order can only be canceled or changed within 5 minutes of being placed. After that we're no longer able to stop, change or retrieve it, so please double-check your items, sizes, colors and shipping address before you confirm.

To cancel within the 5-minute window, email support@rubyandjuly.com right away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that reach us after 5 minutes can't be processed as cancellations — this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.

The processing time in section 3 is the time the fulfillment center needs to prepare your package; it isn't a period during which the order is on hold.

If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns center in the United Kingdom, at your own cost. Refusing or not picking up the package doesn't cancel the order (see section 6).

3. The timeline

Processing — your order being picked, packed and handed to the carrier — takes 1–3 business days. Transit with the carrier takes an estimated 3–5 business days. In total, allow 4–8 business days from the day you order. Business days are Monday through Friday, excluding federal holidays; an order placed on Friday evening starts processing on Monday. Between Thanksgiving and Christmas, and during major sales, processing can take up to 2 additional business days.

These are estimates based on carrier performance, not guaranteed dates: holidays, severe weather, carrier backlogs and customs processing can add time. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 7 explains what we do when a package is late or lost.

4. Tracking

On the day your order ships you'll get a shipping confirmation with the carrier's name (USPS, UPS, FedEx or DHL, depending on your address and the size of the package) and a tracking number. Allow 2–5 business days for the first scan; a tracking page that says only "label created" in the first days is normal, and updates can be less frequent while the package moves between carrier hubs. If tracking hasn't updated for 10 business days, contact us and we'll check with the carrier.

5. Orders that ship in more than one package

Items ship from the fulfillment center that holds them, so an order with several items may arrive in separate packages on different days, each with its own tracking number and email, at no extra cost. A package arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.

6. Shipping address, failed and refused deliveries

Please make sure your shipping address is complete and correct, including any apartment or unit number and ZIP code, and add a phone number for the carrier. Address changes are only possible within the 5-minute window in section 2; once an order is in processing we can't redirect it.

Packages that can't be delivered because the address was incorrect or incomplete, or that aren't picked up within the carrier's holding period, are returned to the carrier's origin facility. This isn't a cancellation or a return. Once the package has reached the fulfillment center again we can reship it at cost, or refund the order minus the carrier's charges for the failed delivery and return.

Refusing a package at the door doesn't cancel your order, and isn't treated as a return: refused packages go to the carrier's origin facility rather than to our returns center and often can't be recovered, so a refund can only be considered once a package has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.

7. Late, lost or missing packages

If tracking goes quiet for 10 business days, or your package is more than 7 business days past the estimated delivery window, email us your order number. We'll open a trace with the carrier, which can take up to 10 business days. If the carrier confirms the package is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.

If tracking shows "delivered" but you don't have the package, check the porch, mailroom, garage and side door, ask neighbors and household members, and check the carrier's proof of delivery — carriers sometimes scan a package a few hours before it actually arrives. Let us know within 7 days of the delivery scan so we can file a claim with the carrier. We look into every case; where the carrier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the carrier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 9 applies.

8. Damaged on arrival

If the outer packaging or the item is damaged on arrival, keep all packaging and email us within 3 business days of delivery with photos of the outer box, the shipping label and the damaged item. We need the photos within this period because the carrier's own claim window is just as short; we're unable to accept claims without photos or after 3 business days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 7).

9. Shipping Protection

Shipping Protection is an optional service you can add to your order at checkout. It covers your package against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.

The Shipping Protection fee is non-refundable once your order has shipped — including if you return the order, or part of it, later. It is only refunded when an order is canceled within the 5-minute window in section 2.

10. Duties and taxes

Sales tax, where applicable, is calculated at checkout. If your order ships from a fulfillment center outside the United States, all customs duties and import fees are paid by us — nothing is collected at the door and you won't receive a bill from the carrier or from customs afterward.

11. Customer service

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and public holidays. We reply within one business day.
Email: support@rubyandjuly.com