How quickly are orders processed?
We strives to process online orders within 24 hours of receipt, weekends and holidays are excluded. Orders placed after 12 p.m.Pacific Standard Time will be processed the following business day. Once your order has shipped, you will receive an email with your tracking information. For questions between the time your order is placed and receipt of your tracking number, email email@example.com or feel free to call us at (619)-501-6318. We are not responsible for any lost/stolen packages or unforeseen weather conditions, peak season or package delays by the United States Postal Service.
The holiday buying season and subsequent shipping spike can inundate carriers and make delays unavoidable. Pigment makes every effort to process and ship your purchase swiftly, but cannot be held responsible for delays in transit that are beyond our control. Shop early to ensure you get your item delivered on time!
What if I need my item by a certain date?
Please note that USPS Priority shipping option does not mean "express" shipping. It means that once your package is received by USPS, it will have a faster shipping time of 1-3 days domestically (not guaranteed). Our normal order processing time of 1-2 days will still apply, even if you selected this option. Please plan accordingly if you need the product to arrive by a certain date. To upgrade your shipping to a guaranteed delivery date for an additional fee, please contact firstname.lastname@example.org or (619)-501-6318, as soon as possible.
What is excluded from Pigment’s free shipping offer?
As much as we would love to assist with all of your shipping costs, unfortunately some items need to be excluded from this offer. These items include furniture, large art works and large floor planters, as well as some other items that vary from season to season. In some instances, particularly for furniture or other large or fragile items, when common carriers are not a viable option, freight shipping is required.
Do you offer gift wrapping service?
We would love to assist you in making that special gift feel and look extra special with some pretty gift wrapping. Please make sure to add “Gift Wrap” and your quantity when checking out. We will wrap your item in kraft paper with decorative twine or ribbon.
Do you ship internationally?
Yes! We do our best to ship everywhere. Certain countries and states do have restrictions on shipping jewelry and plants, so if you have any questions please contact email@example.com. Most international orders take anywhere from 2 to 6 weeks to arrive. Unfortunately customs systems vary depending on the country so we can’t give exact estimates for transit. If you have not received your package after an unusual amount of time, please contact your country's Customs department to see if the package is being held for pick-up, since there may be customs duties/taxes that needs to be paid before you can receive your package. All customs fees and taxes are the responsibility of the customer. We can not control the international shipping process after the package has been shipped from our shipping department.
How does White Glove Delivery work?
White Glove delivery service is available and may be requested by contacting firstname.lastname@example.org within 24 hours of placing the order. Please note White Glove Service in the subject bar of your email.
What if I want a special delivery?
If you require a delivery appointment during weekday business hours or any other specific time, ‘inside’ delivery or delivery to a location other than a ground floor address, please include the information in the 'Customer Notes' field at checkout or contact us immediately after placing your order. Unless otherwise specified (as with White Glove Service), Pigment does not provide installation, assembly or physical delivery of furniture into residences or businesses. Installation, assembly or physical delivery of furniture into residences or businesses may be available through the shipping company. Any costs for installation, assembly or physical delivery of furniture into residences or businesses are the responsibility of the purchaser and not Pigment, unless otherwise specified on the product page.
Unless you have already arranged for ‘inside’ or 'white glove' delivery with our customer service, ALL shipments sent via Freight Carrier will be delivered via curbside delivery. Curbside delivery means that the delivery team will not bring the item into your home. As suggested above, if you need special delivery arrangements such as 'inside' or 'white glove' delivery please contact us within 24 hours of placing your order to arrange for these services. Pigment will not be responsible for any costs associated with additional delivery services.
What if my products are damaged upon arrival?
As described in the return policies, it is very important that you inspect the package at the time of delivery. If the box has any damage, or if there is any reason for you to be concerned about damage, please write "PACKAGING DAMAGED/INSPECTION NEEDED" clearly on the delivery slip that you are asked to sign. Failure to note such damages or potential for damages with the shipper at the time of delivery will limit or completely prevent Pigment from processing a damage claim.
If there is damage to report, please take photos of the packaging/product and send them to email@example.com within 48 hours. Failure to report damage promptly restricts and may completely prevent our ability to process your claim.
Pigment reserves the right to cancel any order due to issues involving merchandise availability. Also, shipping time may vary due to availability of merchandise, in which case you will be notified of any delay as soon as possible.
Definition of Freight Delivery Options
Standard/Curbside: Delivery to address, outside residence.
Inside: Deliver packages beyond the residential threshold.
White Glove: Deliver inside residence and remove packing materials.
Still have questions? Email us at firstname.lastname@example.org and we will get back to you asap!