Shipping policy

Shipping Policy

Thank you for shopping Substance! We aim to provide a smooth and reliable shipping experience for all customers. Please review our full shipping policy below to understand how orders are processed, shipped, and delivered.

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Order Processing Time
    •    All orders require 1–3 business days for processing before they are shipped.
    •    Processing time does not include weekends or holidays.
    •    During high-volume periods (sales, holidays, new drops), processing times may be extended by an additional 1–2 business days.
    •    Once your order has been processed, you will receive a confirmation email with your tracking number.

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Shipping Rates & Delivery Timeframes

We offer multiple shipping options at checkout. Rates are automatically calculated based on your location and the weight of your order.

Domestic (U.S.) Shipping:
    •    Standard Shipping: 3–7 business days
    •    Expedited Shipping: 2–4 business days
    •    Express Shipping: 1–2 business days

International Shipping:
    •    Delivery time varies by country but typically ranges from 7–21 business days.
    •    International customers are responsible for any customs fees, duties, or taxes associated with their shipment.

Please note: Delivery times are estimates provided by the carrier and may vary due to weather, carrier delays, or unexpected events.

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Tracking Your Order
    •    Once your order ships, a tracking number will be sent to the email provided at checkout.
    •    Tracking updates may take up to 24–48 hours to appear after the label is created.
    •    If your tracking information has not updated after 3 business days, feel free to contact us for assistance.

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Address Accuracy & Delivery Issues
    •    Please ensure your shipping address is entered correctly at checkout.
    •    We are not responsible for orders delivered to incorrectly entered addresses.
    •    If an address error is made, contact us immediately—we may be able to adjust the address before the order ships.
    •    If your package is returned due to an incorrect or undeliverable address, you may be responsible for a reshipping fee.

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Lost, Missing, or Stolen Packages
    •    Once an order is marked as “Delivered” by the carrier, we are no longer responsible for the package.
    •    If your tracking shows “Delivered” but you did not receive your order, please:
    •    Check with neighbors, household members, or your leasing office,
    •    Confirm the address on your order,
    •    Wait 24 hours to see if the package arrives later,
    •    Contact the shipping carrier to file a claim.

While we are unable to replace orders stolen after delivery, we will do our best to help guide you through the claim process.

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Damaged Packages

If your package arrives damaged, please contact us within 72 hours with photos of:
    •    The damaged item,
    •    The packaging,
    •    The shipping label.

We will assess the issue and work with you toward a resolution.

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International Customs & Duties

For customers outside the U.S.:
    •    Customs policies vary by country; delays may occur while your package is being reviewed.
    •    All customs duties, taxes, and import fees are the buyer’s responsibility.
    •    We are unable to mark parcels as “gift” or undervalue items for customs purposes.

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Pre-Order & Made-to-Order Items

If your purchase includes pre-order or made-to-order items:
    •    The estimated ship date will be listed on the product page.
    •    Orders containing both in-stock and pre-order items will ship together once all items are available, unless otherwise noted.

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Contact Us

If you have any questions about shipping, tracking, or delivery, please contact our customer support team at:

Email: substance244@gmail.com
Response Time: Typically within 24–48 hours (Mon–Fri)