Shipping and delivery
What happens between you paying and the parcel arriving, with realistic timings rather than optimistic ones.
Production time
Every item is printed after you order it. Nothing is held in stock. Production normally takes up to 3 business days from the moment payment clears. During peak periods, typically late November and December, this can extend to 5 business days.
You will receive an order confirmation immediately, and a separate dispatch email with tracking once the parcel physically leaves the print facility.
Delivery estimates
These are transit times after production, not from the moment you order. Add production time to get the full picture.
- United States: 3 to 7 business days
- Canada: 5 to 12 business days
- United Kingdom, Ireland and the European Union: 7 to 15 business days
- Australia, New Zealand and the rest of the world: 10 to 20 business days
These are estimates provided by our carriers, not guarantees. Weather, customs inspection and carrier backlogs all sit outside our control.
Shipping costs
Shipping is calculated at checkout based on your destination and what is in your basket, and is shown in full before you are asked to pay. Orders over $75 ship free.
Tracking
A tracking number is emailed when your order ships. Tracking can take 24 to 48 hours to show its first scan. If it has not updated after 5 business days, contact us and we will chase the carrier.
Customs, duties and import taxes
Orders delivered inside the United States carry no additional charges beyond what you pay at checkout.
For international orders, any customs duties, import VAT or handling fees are set by the destination country and are payable by you on or before delivery. They are not included in the price at checkout and we have no way to calculate them in advance. We declare the accurate value and contents on every parcel.
Incorrect addresses
Please check your address carefully. Once an order is in production the address cannot be changed. If a parcel is returned to the print facility because the address was wrong or incomplete, we will contact you to arrange redelivery, which is charged at the standard shipping rate.
Lost or delayed parcels
If tracking shows no movement for 10 business days, or a parcel is marked delivered but has not arrived, contact us within 30 days of the dispatch date. We will open an investigation with the carrier and, where a parcel is confirmed lost in transit, we will reprint and reship at no cost to you.
Split shipments
Orders containing several items may be produced at different facilities and arrive in separate parcels on different days. You are never charged extra for this. Each parcel gets its own tracking number.
Questions
For anything about a specific order, email support@steelwood.co with your order reference, or use the contact form. Faults and damage are covered by our returns and refunds policy.