Shipping policy

Thank you for choosing sunstriden! We are committed to delivering your personalized products safely, efficiently, and in a timely manner. This Shipping Policy outlines our processes, timelines, and terms to ensure you have a clear understanding of how your order will be shipped.

1. Order Processing Time

Since all our products are custom-made to reflect your unique style and story, order processing takes a bit more care and attention. Please note the following processing timelines:

Standard custom products: 3-7 business days (excluding weekends and public holidays) after payment confirmation.
Complex custom designs (e.g., personalized artwork, custom sizing, or bulk orders): 7-10 business days.
Processing time includes order verification, design finalization, craftsmanship, quality inspection, and packaging.

We will notify you via email if there is any delay in processing your order (e.g., due to design adjustments or material availability).

2. Shipping Options & Delivery Timelines

Once your order is processed and ready for shipment, we offer the following shipping options. Delivery times are estimated and do not include processing time:

Shipping Option	Delivery Time (After Shipment)	Applicable Regions
Standard Shipping	3-5 business days	Domestic (Indonesia)
Express Shipping	1-2 business days	Domestic (Indonesia)
International Standard Shipping	7-12 business days	All international regions (varies by country)
International Express Shipping	3-5 business days	All international regions (varies by country)

Note: Delivery times may be extended due to unforeseen circumstances, such as weather conditions, customs delays (for international orders), or peak shipping periods (e.g., holidays).

3. Shipping Costs

Shipping costs are calculated based on your shipping address, order weight, and selected shipping option. The exact shipping fee will be displayed at checkout before you confirm your order. We occasionally offer free shipping promotions—please check our website or email newsletters for updates.

Domestic orders (Indonesia): Free standard shipping for orders over IDR 500,000.
International orders: Free international standard shipping for orders over USD 100.

4. Order Tracking

Once your order is shipped, we will send a shipping confirmation email to the email address associated with your account. This email will include a unique tracking number and a link to track your package in real time (via our website or the shipping carrier’s platform).

You can also check your order status and tracking information by logging into your sunstriden account and navigating to the "My Orders" section.

5. Delivery Issues

If you experience any issues with your delivery (e.g., lost package, damaged package, incorrect address, or delayed delivery), please contact us immediately at support@sunstriden.com with your order number and tracking number. We will work closely with our shipping carriers to resolve the issue promptly and ensure you receive your order.

Damaged packages: Please take photos of the package and the damaged item, and send them to us within 48 hours of delivery. We will arrange for a replacement or refund (per our Return Policy).
Lost packages: If your package is marked as "delivered" but you have not received it, please check with your local postal service or building management first. If the package cannot be located, we will initiate an investigation with the carrier and arrange for a replacement or refund.

6. Shipping Restrictions

We currently ship to most countries and regions worldwide. However, there may be restrictions on certain products (e.g., custom items with specific materials) to some international locations due to local laws or shipping regulations. If your location is restricted, we will notify you at checkout.

7. Returns & Shipping for Exchanges

For eligible returns or exchanges (per our Return Policy), customers will only be charged for shipping costs once. No restocking fees will be applied to eligible returns. If you need to return or exchange an item, please contact us at support@sunstriden.com to receive a return authorization and shipping instructions.

8. Contact Us

If you have any questions or concerns about our shipping policy, your order status, or delivery, please contact our customer support team at:

Email: support@sunstriden.com

We aim to respond to all shipping-related inquiries within 24 business hours.