Replacement Shipping Coverage

As often as we use the phrase, there is actually no such thing as "Free Shipping". When you qualify for Free Shipping, that means that Goat Milk Stuff is covering the shipping cost for you.

And as you know, shipping is expensive.

When you order at least $50 of Goat Milk Stuff items (after any discounts have been applied), you qualify for "free shipping". This free shipping only applies to the first package that is shipped from Goat Milk Stuff.

Free shipping does not apply to any potential shipping problems that may befall your package after it leaves our farm.

We now offer "Replacement Shipping Coverage" on your orders. This is not insurance on your package. Instead, it covers you in the event that your order is lost, damaged, or stolen, and a replacement package needs to be shipped to you.

See the individual "Shipping Problems" below for further details on how Replacement Shipping Coverage works.

Shipping Problems

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.

1. Order is damaged during shipping

At checkout, you have several shipping options. For many orders, you can choose less expensive shipping in padded envelopes ("bubble mailers"). Or you can choose for your order to be shipped to you in a box for extra protection. 

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 issue you a Goat Milk Stuff credit for what you paid for the damaged item. 

If your original package was shipped with "Replacement Shipping Coverage" we will ship you a replacement at your request instead of issuing a credit.

Without "Replacement Shipping Coverage" you will need to place another order and use your credit to replace the item.

Replacement Shipping Coverage is a service provided by Goat Milk Stuff. It is not insurance with USPS. However, if your package is damaged by the USPS during shipping, you can still file a claim with them (even though it was not insured). We have seen some people get money back for damages to their packages. If you file a claim and receive money for damages, the money is yours to keep and not payable to Goat Milk Stuff even if the item was replaced. 

2. Package is delayed.

Unfortunately, we have seen a lot of slowdowns with shipping from all the major carrier services. We give the USPS up to 2 weeks to rectify shipping delays. Most orders arrive sooner than that even when rerouted to different places.

If you need your order right away and cannot wait through the USPS delay, you may place a second, duplicate order. 

Notify Goat Milk Stuff that you have not received your package, you need it right away, and can no longer wait.

We will ship you a replacement. When you receive the original package, do not open it. Mark it "return to sender" and send it back to us.

If your original package included "Replacement Shipping Coverage", you will be refunded in full. 

If your original package did not include "Replacement Shipping Coverage", you will be responsible for paying the shipping on the replacement package.

3. Package is "lost" in the USPS system.

If after two weeks, tracking updates have not resumed on your package, we conclude that your order has been lost. 

If your original package included "Replacement Shipping Coverage", a second package will be sent to you at no cost to you. 

If your original package did not include "Replacement Shipping Coverage", you will be sent an invoice for the exact shipping cost of the replacement package.

Please notify us if the original ever shows up.

4. Package is marked "delivered" but not received.

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.

If they cannot locate it, you need to file a claim with the USPS. Email us the claim number and we will send a replacement.

If your original package included "Replacement Shipping Coverage", a second package will be sent to you at no cost to you . 

If your original package did not include "Replacement Shipping Coverage", you will be sent an invoice for the exact shipping cost of the replacement package.

Please notify us if the original ever shows up.

5. Package is returned to Goat Milk Stuff for incorrect address.

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.

If your original package included "Replacement Shipping Coverage", a second package will be sent to you at no cost to you . 

If your original package did not include "Replacement Shipping Coverage", you will be sent an invoice for the exact shipping cost of the replacement package.

6. Package is returned to Goat Milk Stuff as "undeliverable".

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 require the replacement package to be shipped with "signature required". This service costs $2.65.

If your original package included "Replacement Shipping Coverage", a second package will be sent to you at no cost to you. 

If your original package did not include "Replacement Shipping Coverage", you will be sent an invoice for the exact shipping cost of the replacement package plus the "signature required" fee if applicable.

7. You are charged extra postage.

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.