Shipping policy

Shipping Policy House of Turnberry Effective Date: March 20, 2026

House of Turnberry (“we,” “us,” or “our”) is committed to delivering your premium ribbon sets and home décor products quickly, reliably, and transparently. This Shipping Policy explains how we process and ship orders placed through www.houseofturnberry.com. It applies to all orders unless otherwise stated at checkout.

By placing an order, you agree to the terms of this Shipping Policy. We reserve the right to update this policy at any time; the version posted on our website at the time of your order governs that transaction.

1. Order Processing Time

All orders are processed within 5–7 business days (Monday–Friday, excluding holidays) after payment is received and verified.

  • Orders placed on weekends or holidays begin processing the next business day.
  • During peak seasons (e.g., holidays), processing may take the full 5–7 business days. You will receive an email confirmation once your order ships.

2. Shipping Rates & Free Shipping

  • Domestic (Continental United States): We offer free shipping on all standard orders totaling $125 or more (before tax and after discounts).
  • Orders under $125 incur standard shipping charges, which are calculated at checkout based on weight, dimensions, and destination.
  • Exclusions apply: Free shipping does not apply to orders containing products fulfilled by our partner suppliers (see Section 3 below), international shipments, oversized items, or any other exclusions displayed at checkout.

Taxes, duties, and any applicable fees are not included in shipping charges and are the customer’s responsibility.

3. Partner-Fulfilled Products

Certain products are sourced from and shipped directly by our trusted partner suppliers.

  • Shipping for partner products is calculated using the partner’s standard rates based on actual pricing costs (weight, zone, and carrier).
  • Free-shipping thresholds do not apply to partner-fulfilled items unless the partner explicitly honors the promotion.
  • Partner orders may have separate tracking and slightly different delivery windows.

4. Shipping Methods & Carriers

We ship via a combination of major carriers (USPS, UPS, FedEx, and others) chosen based on the most efficient and cost-effective route for your order and destination. Partner-fulfilled items ship via the partner’s chosen carrier. We do not ship to P.O. Boxes, APO/FPO addresses, or U.S. territories unless specifically arranged at checkout.

5. Delivery Estimates

Delivery times are estimates only and are not guaranteed. Actual delivery depends on the carrier, shipping method, destination, and unforeseen events (weather, carrier delays, etc.).

  • Continental U.S.: Once shipped, most orders arrive in 3–7 business days.
  • Alaska, Hawaii, and U.S. Territories: 7–14 business days (additional charges may apply).
  • International: 10–30+ business days (varies by country). Customs clearance may add further time.

We are not liable for delays caused by carriers or third parties.

6. International Shipping

We ship worldwide. International customers are responsible for:

  • All customs duties, taxes, VAT, and brokerage fees (these are not included in our shipping charges).
  • Any delays caused by customs processing. International shipping rates and estimated delivery times are shown at checkout. Free shipping does not apply to international orders.

7. Tracking Information

You will receive a shipping confirmation email with a tracking number once your order leaves our facility (or the partner’s facility). Track your package directly through the carrier’s website or your Shopify account. If tracking shows the package was delivered but you have not received it, please allow 48 hours for final carrier scan updates before contacting us.

8. Address Accuracy & Order Changes

  • Please double-check your shipping address before placing your order. We are not responsible for packages delivered to an incorrect address you provide.
  • Address changes can only be made before the order ships. Once shipped, we cannot reroute packages.
  • If an incorrect address causes a return to us, you will be responsible for re-shipping fees.

9. Lost, Damaged, or Delayed Shipments

  • Lost packages: Contact the carrier first using your tracking number. If the carrier confirms the package is lost, contact us with the tracking details and we will work with you and the carrier to resolve (replacement or refund at our discretion).
  • Damaged shipments: Inspect your package immediately upon arrival. If an item arrives damaged, photograph the damage and packaging, and contact us within 7 days of delivery. Because many of our products are customized or made-to-order, we do not accept routine returns or exchanges. However, for items damaged in transit or shipped in error, we will evaluate and may offer a replacement or appropriate resolution.
  • Delays: We are not responsible for carrier-related delays. Refunds or credits will not be issued solely for late delivery unless the delay exceeds 30 days beyond the estimated window and was caused by our error.

10. Returns & Refunds Related to Shipping

Due to the customized or made-to-order nature of our products, we do not accept returns or exchanges except in the limited cases of shipping damage or our fulfillment error described above. Please review our separate Returns Policy (if applicable) or contact us for clarification.

11. Questions or Concerns

If you have any questions about this Shipping Policy or your order status, please contact our customer service team using the contact form on our website or the email address associated with your order. We aim to respond within 1–2 business days.

This Shipping Policy is governed by the laws of the State of North Carolina and the state of Utah, United States, without regard to conflict-of-laws principles. 

Thank you for shopping with House of Turnberry. We look forward to delivering beautiful, hand-designed ribbons that make your home décor unforgettable.

— Kara & Karlee Founders, House of Turnberry