We want you to be able to order with confidence that you'll actually receive what you ordered!
While most packages are delivered without incident - some do run into a few mishaps. With Replacement Shipping Coverage (RSC), we will replace your order if it is lost, stolen, or damaged without you having to file a USPS claim.
We hope you'll never need to use it! But if you do, simply contact us within 48 hours of any problems with your package.
So please keep an eye on your tracking number and delivery emails.
See the individual "Shipping Problems" below for further details on how Replacement Shipping Coverage works.
While we strongly recommend shipping with RSC, it is not required. Simply email us within 2 hours of placing your order with this statement: "I take complete responsibility for my order once it leaves the Goat Milk Stuff farm. I understand that if it is lost, stolen, or damaged I must file a claim with the USPS myself and will not receive a refund or replacement from Goat Milk Stuff. Please refund my Replacement Shipping Coverage fee."
We will immediately refund the cost of the RSC to your payment method.
We do everything to ship your order out quickly and accurately. Once your package has left the farm, we do not have access to any more information than you do about your package. Use your tracking number to look up your package on the USPS.com tracking system. The information there is the only information available, and we do not have any additional information.
We've sent out hundreds of thousands of packages over the years. And the vast majority of them arrive quickly and in perfect condition. But occasionally, we do see some of the below problems.
If your package is damaged during shipping and receives cosmetic damages (such as dented soaps), we will not replace them.
If your items are broken (such as a lotion stick having the "screw up" portion broken off), please email us a photo of the broken item. We will file a claim with the USPS. We will then issue you a Goat Milk Stuff credit for what you paid for the damaged item or we will ship you a replacement - depending on your preference.
Unfortunately, we have seen a lot of slowdowns with shipping from all the major carrier services. We give the USPS 14 days (21 during the holidays) to rectify shipping delays. Most orders arrive sooner than that even when rerouted to different places.
Notify Goat Milk Stuff if you have not received your package, you need it right away, and can no longer wait.
If after 14 days (21 during holidays), tracking updates have not resumed on your package, we conclude that your order has been lost.
We file a USPS claim and issue you an online GMS credit. Please notify us if the original ever shows up.
If your tracking shows your package as delivered, but you did not receive it, you must contact your local post office immediately with the tracking number. They can almost always locate it quickly if you don't delay in reaching out to them.
You must reach out to your local post office within 48 business hours of your package being marked delivered. Please let us know when you reach out to them and what they say.
If you do not reach out to us and the post office within this 48 hour time period, your Replacement Shipping Coverage will be void.
You are responsible for making sure that the address is entered correctly on your order. We ship it to the address that you list. We do not check your history for previous addresses and can not know that the address is wrong.
Replacement Shipping Coverage DOES NOT cover you for sending your order to an incorrect or insufficient address. You will need to pay for shipping on the replacement address.
We send out multiple confirmation emails, please check that the shipping address is correct.
Sometimes the address is correct and yet the package is returned to us and marked as undeliverable. If this happens, we ask you to choose a different address. If no other address is available, we may require the replacement package to be shipped with "signature required" when we ship your replacement package.
Occasionally, customers are charged extra shipping (often without explanation) over the postage we have already paid for the order. With Replacement Shipping coverage, you will receive a Goat Milk Stuff online credit for this amount (U.S. orders only).
