Estimated Delivery Dates

Estimated arrival times are found in the turn around times on our page. These times are an estimation and are subject to changes do to the nature of the craft.

Customs and Import Taxes

Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.

LOST AND STOLEN PACKAGE POLICY

CLAY& LYE IS NOT RESPONSIBLE FOR ANY LOST OR STOLEN PACKAGES. THE RESPECTIVE FULFILLMENT THIRD-PARTIES, SUCH AS USPS, MUST BE CONTACTED FOR FURTHER RESOLUTION.

IF YOUR ORDER HAS BEEN SHIPPED BY US, BUT HAS BEEN LOST OR STOLEN WHILE IN TRANSIT TO YOU, PLEASE FOLLOW THE INSTRUCTIONS BELOW TO CONDUCT A SEARCH WITH THE USPS TO RETRIEVE YOUR GOODS OR TO FILE A CLAIM TO OBTAIN A REFUND.

HERE ARE SOME TIPS AND PROCEDURES FOR THE TIMES WHEN A PACKAGE IS LOST, STOLEN OR MISSING.

We try to make navigating the system a little easier — from starting a Missing Mail Search to filing a claim, we’re here to help!

Pro tip: Avoid the USPS website. All the information for filing a claim can be found on USPS’ website, but let’s be honest, nobody’s got time to read all that. This ultimate guide is here to save you time and reduce headaches!

Roadmap to dealing with a lost or stolen USPS package. Make sure you keep all your records and have all the information you need in advance. You will need receipts, tracking info, package description, shipping dates and proof of damage or value, depending on the circumstances. This will help you through the process more smoothly but don’t waste any time as you have to file the claim within 60 days of the missing package.

Missing Mail Search or Insurance Claim? Where do I start? If your item was insured, you qualify for both a Missing Mail Search AND an Insurance Claim for damaged or missing contents. If no insurance was purchased, a Missing Mail Search is your only option at first. If your item was determined to be lost or damaged, you would have a Claim for a refund in shipping.

USPS CLAIM DETAILS

What does a USPS Claim cover? If your delivery were insured, USPS’s claim process would cover the costs of shipping and the package value, up to the amount specified. If you did not have insurance, but a Missing Mail Search determined your delivery is lost or damaged, a claim will cover the cost of shipping. You can file a claim anytime between 0-60 days for insurance related claims.

What if I didn’t buy insurance? If your package was sent first-class and you didn’t purchase insurance, then I’m sorry, but you’re out of luck. All USPS will do for you is a Missing Mail Search.

Damaged or missing contents. Sometimes your delivery will arrive, but the contents are missing or damaged. Although this isn’t exactly what we’re talking about here, a claim is your next step. You need to provide USPS with evidence of the damage in your claim. This can include estimates for repair or a sales receipt if the item needs to be replaced. (and estimates for repair costs, if possible).

Refund of shipping costs. Don’t forget that some services provided by the USPS have delivery guarantees. For example, Express Mail has a delivery guarantee of 10:30 AM the next day. If the package doesn’t arrive on time, you can file a claim!

International Claim. International claims are handled differently because they require cooperation and coordination of another country’s post office. Any international claim must be started by a U.S. based mail sender. Also, depending on the service level, the only relief available may be a postage refund.

MISSING MAIL BY THE USPS

Mail is missing, can it be found? Whenever you suspect a package is lost or stolen, the first step to take is to begin a Missing Mail Search. This is exactly what it sounds like. The USPS will begin searching their sort facilities and trucks to try and find your delivery. 

When can I start the search? USPS will make you hurry up and wait. You have to wait until at least seven days from the shipping date. If it’s still not there after seven days, you can initiate a Missing Mail Search.

Start a Missing Mail Search online. Visit missingmail.usps.com and setup an account. Hopefully, this doesn’t happen a lot, and you don’t have one. Be prepared to enter the mailing date, tracking number and a description of the package and contents.

The Search continues! USPS will search for your package and determine if it was delivered. If the package turns up, USPS will either return the package to the sender or deliver it to the recipient, depending on your request.

What happens if they say it was delivered or can’t be found? If USPS determines the package was delivered, you’ll have to treat it as a stolen package. If USPS cannot find the package, you will need to file a claim for your loss.

HOW TO START A MISSING MAIL SEARCH

Before you begin the Missing Mail Search, check your tracking number. Before you start your Missing Mail Search, you will want to double check the status of your package. Missing Mail Searches can be initiated seven days after the items have been sent. You will want to confirm the mail date and ensure you are seven days in the future.

Create a Missing Mail Search. To start the search, you will need both the senders and receivers mailing address. USPS will also need the size and type of envelope or box used to ship, mailing date and tracking number. Description of the contents will help identify the missing mail and can help if/when you are trying to obtain a refund for damaged or missing items. Keep in mind, the JPEGs or PDF’s have to be less than 2mb to upload.

Mail Search is created, what are my next steps? USPS will send periodic updates on how the search is going. We were unable to figure out when these updates are sent; our guess is that it is a case by case basis.

They found my mail! If this happens, you are in the clear. The USPS will forward the mail or package to the address provided. Keep in mind this only happens if the package wasn’t too damaged in the shipping process. It is possible that they find the missing mail, but the damage prevents them from forwarding to you.

Get your Money Back! If you shipped your mail or package with Express or Priority Mail request refund. These services provide money back guarantee that the items will be delivered and arrive on time.

Did you buy the insurance? If so, you should immediately file a claim. We cover the claim process in more detail below. Keep in mind you can only file a claim up to 60 days after shipping.

HOW TO FILE A USPS CLAIM

Who can file a claim? If it’s lost, was it insured? If your mail doesn’t have insurance, then filing a claim won’t help you, unless you have gone through a Missing Mail Search. Make sure you save the receipt; this will act as your evidence of insurance. The Tracking number may also allow the Post office to verify insurance.

Was it damaged before it was delivered? A claim for a damaged package is very straight forward. If the item was insured and the USPS staff damaged the item while in their possession, a claim will reimburse you for the loss. Keep in mind you need a proof of value or an estimate of the cost to repair the items that were damaged.

Sign into account. Next, you can start your Online Claim. This will require you to login to your USPS account (or create one). USPS will process your claim, and if they decide it’s appropriate, refund both the value of your package and the shipping. This process could take up to a month. Keep your fingers crossed.

Were you the shipper or receiver? You will need to fill in the blank address information in the online claim. You will also need to describe the items that were lost or damaged.

Proof of value is required. In the claim form, you will be able to upload a 2mb JPEG or PDF to prove the proof of value. Items that can be provided are sales receipts, invoices, electronic receipts for online purchases. There are many items they will request, just hover over the info button in the claims form for more.

Claims Dashboard. Your USPS account will keep track of all the past claims. If you send and receive a lot of packages than this will be where you handle all of the claims. A good nickname will help you remember the lost of damaged items in the future.

Visit claims page or FAQ’s. The claim history page is located in your USPS account, and it is the single place to see details or status of your claims. In the event your claim is denied or the amount refunded isn’t sufficient, you can also appeal the decision from the claims page. Good luck on that!

CONGRATULATIONS, YOU FILED YOUR CLAIM. WHAT’S NEXT?

Packages or Mail that has been determined as delivered. Be aware that if USPS can prove that the package was delivered, you won’t be able to file a claim with them because they fulfilled their end of the bargain.

Does this mean I am a victim of Package Theft? Yes. If the USPS has checked their facilities, vehicles and have a record that your mail was delivered they are not liable to refund your shipping or replacement cost. At this point, you are a victim of mail or package theft, which is one of the fastest growing crimes in the U.S.

Who can I report a stolen package to? You can file a complaint with U.S. Postal Inspector. USPS has a police force that investigates mail theft. You can also file a police report with your local city or county. Keep in mind that it isn’t an urgent matter and the report should be done online or through the non-emergency phone line.

What does a report do for me? While neither of these options will help you get your package back, they can help law enforcement better understand and map crime rates in your area. If you paid for third party package insurance, or your homeowner’s insurance covers it, they will require one of these reports to file a claim.

Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at clayandlye@gmail.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at clayandlye@gmail.com. 

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at clayandlye@gmail.com.

Terms of service

OVERVIEW 
This website is operated by Clay & Lye. Throughout the site, the terms “we”, “us” and “our” refer to Clay & Lye. Clay & Lye offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here. 

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content. 

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service. 

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes. 

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and Services to you. 

SECTION 1 - ONLINE STORE TERMS 
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site. 
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws). 
You must not transmit any worms or viruses or any code of a destructive nature. 
A breach or violation of any of the Terms will result in an immediate termination of your Services. 

SECTION 2 - GENERAL CONDITIONS 
We reserve the right to refuse Service to anyone for any reason at any time. 
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks. 
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission by us. 
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms. 

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION 
We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk. 
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site. 

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES 
Prices for our products are subject to change without notice. 
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. 
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service. 

SECTION 5 - PRODUCTS OR SERVICES (if applicable) 
Certain products or Services may be available exclusively online through the website. These products or Services may have limited quantities and are subject to return or exchange only according to our Refund Policy: [LINK TO REFUND POLICY] 
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate. 
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or Services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or Service made on this site is void where prohibited. 
We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected. 

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION 
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors. 

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed. 

For more details, please review our Refund Policy: [LINK TO REFUND POLICY] 

SECTION 7 - OPTIONAL TOOLS 
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input. 
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools. 
Any use by you of the optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s). 
We may also, in the future, offer new Services and/or features through the website (including the release of new tools and resources). Such new features and/or Services shall also be subject to these Terms of Service. 

SECTION 8 - THIRD-PARTY LINKS 
Certain content, products and Services available via our Service may include materials from third-parties. 
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or Services of third-parties. 
We are not liable for any harm or damages related to the purchase or use of goods, Services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party. 

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS 
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments. 
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service. 
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party. 

SECTION 10 - PERSONAL INFORMATION 
Your submission of personal information through the store is governed by our Privacy Policy, which can be viewed here: [LINK TO PRIVACY POLICY] 

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS 
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order). 
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated. 

SECTION 12 - PROHIBITED USES 
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses. 

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY 
We do not guarantee, represent or warrant that your use of our Service will be uninterrupted, timely, secure or error-free. 
We do not warrant that the results that may be obtained from the use of the Service will be accurate or reliable. 
You agree that from time to time we may remove the Service for indefinite periods of time or cancel the Service at any time, without notice to you. 
You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all products and Services delivered to you through the Service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement. 
In no case shall Clay & Lye, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, Service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the Service or any products procured using the Service, or for any other claim related in any way to your use of the Service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the Service or any content (or product) posted, transmitted, or otherwise made available via the Service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law. 

SECTION 14 - INDEMNIFICATION 
You agree to indemnify, defend and hold harmless Clay & Lye and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, Service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party. 

SECTION 15 - SEVERABILITY 
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions. 

SECTION 16 - TERMINATION 
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes. 
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site. 
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof). 

SECTION 17 - ENTIRE AGREEMENT 
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision. 
These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and governs your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service). 
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party. 

SECTION 18 - GOVERNING LAW 
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United States. 

SECTION 19 - CHANGES TO TERMS OF SERVICE 
You can review the most current version of the Terms of Service at any time at this page. 
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes. 

SECTION 20 - CONTACT INFORMATION 
Questions about the Terms of Service should be sent to us at clayandlye@gmail.com. 
Our contact information is posted below: 
clayandlye@gmail.com