Policies

WARRANTY

We offer a lifetime warranty on all the components we sell.  If for any reason they fail to function properly, send us picture and a story and we'll get you taken care of.  We also have a satisfaction guarantee— if you receive your mirror and aren't happy with it for any reason, you can return it for a refund.

SHIPPING

There are three parties in this transaction- you as the customer, us as the seller, and the shipper that connects us. When you place your order, you’ve done your part! Thank you! When we ship it, we are doing ours. When a problem happens in the middle, it is frustrating for us both. Here are some things we’ve learned over the years that may help clarify.

Shipping cost: 

We charge a fair price for our products, and we pass on shipping costs at what we pay. We haven’t marked up the product to include “free shipping”, which is really just shipping you paid for in a different way, because we prefer to be transparent. 

Shipping speed: 

We ship most orders the next business day. If something is out of stock (rare!) we will warn you and ask what you’d like to do. Orders placed in the morning usually ship that same day. You’ll get an email with tracking information when the label is created, if you don’t see it, check your spam folder. Every carrier promises a speed for delivery. How well they meet that promise is open to question. We generally offer at least two speeds for each shipment, and the more expensive one generally offers better tracking and reliability.  We recommend adding 2-5 days to the estimate provided by the carrier within the US, and more overseas. How much more depends on the country and service.  When packages are delayed, we understand how frustrating that can be, but there isn’t much we can do about it. The carriers don’t answer our phone calls any more readily than they do yours. 

International orders: 

Please see our International Dealers page, where you can purchase locally and avoid both delays and customs complications.  Customs clearance is a wildcard that we have no control over. Sometimes it happens quickly, sometimes not. We follow best practices for electronic forms, but sometimes packages take an inordinate amount of time to clear and that’s beyond our control. 

Import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost. These charges are your responsibility, and we are unable to advise you on what charges might be incurred. The best place to learn about that is with your country’s customs office. If you decide not to pay the customs fees associated with your order and the item is “abandoned,” you will not be refunded as we do not receive the products back and the shipping fees have already been paid directly to the courier- we don't get those back either. 

Lost packages:

Please choose a safe address to "ship to".  Porch theft is all too common and who doesn't want better hindsight? Once the package is shown as delivered, we can't ship it again. 

If your package is delayed, we share your frustration. Generally, we want to give the courier at least twice the original estimated transit time before we ship a replacement package, because over the years we’ve found they often shake loose and get delivered before we could get a replacement there.

If you select Mail Innovations for international shipping, the good news is, it’s cheaper. The bad news is, it can sometimes takes an unreasonable length of time. That’s a choice you make at checkout (we try to set a low expectation for that service!) and we won’t send a replacement until four times the original estimated transit time has passed.