1. Order completion and processing
Because payment is sent separately, an order is not complete when checkout is submitted. It becomes eligible for fulfillment after we manually verify the payment and mark it received. Orders completed by 12:00 p.m. Eastern, Monday through Friday, are intended to ship the same business day. Orders completed after the cutoff, on weekends, or on carrier holidays move to the next business day. Unexpected verification, inventory, weather, safety, or carrier issues can cause delay, so this timing is a fulfillment target rather than a delivery guarantee.
High order volume, missing documentation, address corrections or an incomplete order can also move dispatch to the next available business day. Check the current storefront operations notice for holiday schedules, verification delays or carrier alerts.
A label being created is not carrier acceptance or delivery. Order tracking follows carrier events when available. For private help use the order support gateway; the request is routed internally by the order's management period, with prior orders retained in the owner's queue.
2. Shipping charges and delivery estimates
Available shipping services, charges, and any delivery estimate are shown during checkout or order review. Carrier estimates begin after acceptance by the carrier and are not guaranteed by ILLEST HAZE. We currently provide tracked delivery for shipped merchandise and send tracking information when it is available.
3. Address accuracy and delivery
Review the recipient name and full delivery address before submitting an order. Contact us immediately if a correction is needed. We cannot promise an address can be changed after packing or carrier acceptance. A carrier scan marked delivered does not always identify the precise placement of a parcel; check the delivery area and contact the carrier, then email us with your order number if help is still needed.
4. Loss, damage, or incorrect items
If tracking stalls, a parcel arrives damaged, or the contents do not match the order, contact matthew@illesthaze.com promptly with the order number and a clear description. Keep the product, packaging, and shipping materials while we review the issue. Photos may be requested when they are useful to document transit damage or an incorrect item. Carrier claims and replacements are reviewed individually.
5. Requesting a return
Start a request through the return tools in your account when available, or email us with the order number and reason for the request. Return approval is not automatic. Do not mail anything back until you receive authorization and instructions. Product condition, safety, order history, the reason for return, and applicable law may affect eligibility. Opened, used, altered, or damaged-after-delivery items may not be returnable unless the issue is a verified fulfillment error or defect.
6. Store-credit resolution
Approved return value is currently issued as ILLEST HAZE store credit after the return is received when required, inspected, and manually approved. The storefront does not automatically reverse Zelle, CashApp, cryptocurrency, wire, or other separately submitted payments, and this policy does not promise an original-method or cash refund. Store credit appears on the customer account and may be applied to a later eligible order. Shipping charges and return-shipping responsibility are considered during review and will be explained with the return instructions.
7. Changes and cancellations
Contact us as soon as possible if you need to change or cancel a pending order. We will try to help, but an order may no longer be changeable once payment is confirmed, inventory is allocated, or fulfillment begins. Any approved value resolution follows the manual review and store-credit process described above.
8. Contact
For shipping or return support, email matthew@illesthaze.com and include your order number. You can also use Track an Order for available shipment information.