Our goal is to provide a fair and empathetic set of policies for our customers and to build a relationship of mutual respect. Not all policies here listed will cover all situations and we reserve the right to update or change these policies at any time or without notice to better improve our customer experience. Please take time to review our policies before making a purchase and if you cannot find your answer here or at our FAQ, contact us.
Refusal of Service
We reserve the right to refuse service or suspend/terminate your account for any reason at any time including, but not limited to:
- Violation of any of our policies.
- Attempts to circumvent our per-customer limit.
- Chargebacks, especially if your order has been received.
- Fraud or any illegal activity.*
- Refusal to pay customs fees/taxes.
- Harassment of any Sanshee employee or partner.
*If you believe your account has been wrongly flagged with fraud. Please contact us.
Coupons Discounts & Promotions
Our site uses a variety of bundling discounts, coupons, and other discounts that are linked to our website’s coupon code field. Due to this limitation, only one coupon code/discount can be used at a time and they cannot be stacked.
Unless otherwise stated, discounts & promotions offered on our website do not apply to purchases made at our physical locations at events and vice-versa.
Discounts that have a requirement of a cart value to be activated are based on the subtotal, not the price after shipping or taxes.
Returns & Exchanges
If there’s an issue with your order or you’d like to make a return, contact us within 30 days of receiving your order and we’ll be happy to help.
Defective or Damaged Products
If you receive a damaged or defective product, contact us, and we’ll do what we can to make it right. We may request photos or video of the product as part of the process.
General Returns and Exchanges
If you made a mistake when creating your order, ordered the wrong size, put in the wrong address, or even just had a change of heart and want to return, contact us and we can help arrange an exchange, refund, or re-ship. Returned items will need to be in the same condition you received them in and we ask that you cover the cost of postage to return them to us. Refunds can only include the cost of the item; we cannot refund you for shipping costs or customs fees.
Please refer to our sizing chart before purchasing your order to make sure your measurements are correct, but if you have an issue, please contact us and we’ll assist you in accordance with our exchange policy above.
We generally do not provide exchanges for orders made outside of the US due to the high cost of shipping. We ask all our international customers to be extra careful when placing their orders and entering their addresses.
Blind bag/box items, download codes, the Sanshee Mystery Items, promotion/contest prizes, and other items as noted on their product page cannot be returned for refund or store credit.
Refunds can only be made to the original form of payment and cannot be made to alternate forms of payment.
We strive to process orders as soon as possible despite, so it is of the utmost importance that if you think you made an error in your order that you contact us immediately. Once your order has been processed or shipped, we will be unable to process your cancellation and will at least have to charge you for shipping.
When We Ship
We ship orders on business days (Monday - Friday) excluding United States Holidays
Once confirmed, orders (excluding pre-orders) usually ship within 3 business days. This is in addition to the shipping time, so if you request a 3-day shipping
option, your order could take 6-7 business days to arrive.
Once your order ships, You should receive an e-mail at the address you used during purchase. If you have any questions or need any help, please contact us.
Transit times are determined by the shipping option you select at checkout and can be subject to delays in transit.
We are based out of Bremerton, WA in the United States, and we ship through the USPS, DHL, UPS for both domestic and international orders. The further you live from Washington state, the longer your package may take to arrive.
We cannot guarantee specific delivery dates, and we do not offer refunds for shipping fees if packages are delivered later than expected. Options such labeled "Next Day" or "2nd Day" refers to the exact name of a service provided by a carrier and not a delivery guarantee.
An email with tracking information will be sent once an order has been shipped (with most carriers). You can also track your package from your account page. Tracking is not always available for USPS First-Class International shipments. For the most reliable tracking information, please select a carrier such as UPS or DHL.
"Returned to Sender” Orders
If, for some reason, your order is returned to our office (often due to an invalid address) we will either refund the cost of the item minus shipping and cancel your order, or you can pay to have it re-shipped. We are not responsible to contact you if your order is returned to us.
Free & Discounted Shipping
Occasionally we offer free or discounted shipping promotions. These options apply only to the lowest cost shipping method available and can not be applied to the more expensive faster options.
We reserve the right to split shipments without notice in the case that they do not easily fit together in the same package. In these cases it may not be possible to provide a tracking number for both shipments.
We ship international orders to almost anywhere in the world! Here’s an overview of our international shipping classes: UPS Worldwide Expedited, UPS Standard, USPS Priority Mail International, USPS First-Class Mail International
USPS International Shipments
You can save money by using USPS shipping options such as USPS First-Class International, but they can be unpredictably delayed, offer inadequate tracking updates (sometimes no tracking at all) and come with an added risk your package could get lost. By choosing this option, you accept these risks. We advise all our customers to use a more reliable international carrier like UPS or DHL if the option is available. We unfortunately cannot take responsibility for the various postal services of the world.
If your package does not have tracking (It’s not available in some countries/territories) and gets lost in the mail, you have two options: either pay for the cost of reshipping, or get a refund minus the cost of shipping.
Because ordering internationally can be complicated, and may be new for some of you, refunds and resends like this are a one-time exception per customer. If your future orders continue to see similar troubles, we won't be able to continue sending new items or refunding orders. We apologize for any inconvenience this causes, but unfortunately the nature of international shipping and going from one country's postal service to another comes with inherent risks that are entirely out of our control.
Customs Taxes & Fees
You are responsible for any customs or duties on international shipments and you may be charged this to receive your order. These fees have to be paid in order to get your package, so please be aware of your country’s tax policy before you order. Also, we cannot mark shipments as gifts in an attempt to dodge taxes. Sanshee is not responsible for any additional taxes, fees, logistics, or other additional charges required by your local government or delivery service to receive your package.
Pre-orders are charged at the time of purchase, not when they’re shipped out.
Orders containing pre-order items will only ship when all the items are in stock. This means, in most cases, the entire order will be held until the pre-order item arrives. If there are products you want to arrive sooner, we advise placing a separate order.
Pre-order Ship Dates
Pre-order estimated dates will be posted on the respective product’s page. This estimation is when we expect the product to be ready to ship (not when it will arrive with the customer) and are subject to change.
While we strive to post the most accurate shipping estimate, delays do occur from time to time. In those instances we will update the projected arrival times on the respective pre-ordered product’s page and/or email you with updates. In many cases these delays are completely out of our control, so we appreciate your patience whenever delays occur.
Pre-order Address Changes
With some pre-orders occurring over the span of several months, it is not uncommon for customers to move or change their address before it arrives. It is your responsibility to update us if there is a change of address and the cost of replacing/reshipping orders shipped to inaccurate addresses will come at your expense. If you want to change your address, please contact us as soon as you suspect there may be a change of address.
Pre-orders can be canceled at up to 30 days after purchase for any reason. Please contact us as soon as possible to cancel your order for a full refund.*