Shipping policy

Thank you for shopping Ginkgo House! Please review the information below regarding processing, shipping, and delivery of your order.

 

Processing Times

Processing times vary by product. Please refer to the individual product listing for any specific production or processing timelines.

Some of our products are made-to-order and may take up to 3-5 weeks to arrive.

 

U.S. Shipping

We currently ship within the United States only. We do not offer international shipping at this time.

Shipping rates and available delivery methods are calculated at checkout based on your order and delivery address.

Please note that tracking information and estimated delivery dates are provided by shipping carriers and may be affected by carrier delays outside of our control.

 

Shipping Addresses

Please triple-check your shipping address before placing your order.

If you notice an error after ordering, contact us as soon as possible. We will do our best to update your address before your order ships, but we cannot guarantee changes once an order has entered production or has been shipped.

Ginkgo House is not responsible for orders delivered to an incorrect or incomplete address provided at checkout.

If a package is returned to us due to an incorrect or incomplete address, failed delivery attempt, or other issue outside of our control, additional shipping charges may apply to have the order resent.

 

Missing Packages

If your tracking has not updated for several business days or your package appears to be lost in transit, please reach out to us with your order number.

If tracking shows your package as delivered, but you are unable to locate it, please first check around your property, with other members of your household, neighbors, or your building's front desk/mailroom, if applicable. Occasionally, packages can also be prematurely marked as delivered.

If after 2-3 days, the package still cannot be located, contact us and we'll work with you on the appropriate next steps.

Packages marked delivered by the shipping carrier are not automatically eligible for a refund or replacement. Missing package situations will be reviewed on a case-by-case basis before determining a resolution.

 

Damaged Orders

If your order arrives damaged, please contact us within 3 days of delivery with your order number and photos of:

  • The damaged item
  • The exterior packaging
  • Any damage to the shipping box or mailer

Please hold on to the original packaging while we review the issue and work with you on an appropriate resolution.

 

Incorrect or Missing Items

If you receive the wrong item or something is missing from your order, please contact us within 5 days of delivery with your order number and a photo of the items you received.

We'll review the issue and make it right as soon as possible.

 

Questions?

If you have any questions or concerns about your order, please contact us at hello@gingkohouse.co with your order number and we'll be happy to help.