FAQs - Shipping, returns and duties & tax

Shipping

Please allow for 1-2 business days from time of purchase for your order to process. Once the order has been processed it will take between 1-5 business days to be delivered depending on your choice of shipping method. Urban Cheesecraft can not guarantee specific delivery times. Shipping times are estimated and may vary depending on the distance of the shipping address from our distribution center. Tracking number is provided with all purchases.

International duties and tax

Urban Cheesecraft online orders DO NOT INCLUDE any applicable import taxes, customs duties and fees that are due upon entry into the destination country.

All duties, fees and taxes are the responsibility of the recipient, and are levied once a shipment reaches the recipient’s country.

Customs policies vary widely from country to country and can cause delays beyond our original delivery estimates.

 Please contact your local customs office for more information.

For our Aussie shopper:

As of July 1, 2018, Australia applied a new tax for low-value imported goods imported by consumers into Australia.  If you ship products to Australia here is some basic information on the Australia Goods and Services Tax (GST) and how the new law may affect you and your business.

Australia’s Goods and Services Tax – What is Changing?
Prior to July 1, 2018, consumers in Australia could purchase products from international sellers and have them imported duty and tax-free as long as the product value was less than A$1,000. (GST was already being applied to goods and services over A$1,000.)
 
Effective as of July 1, 2018, Australia will now apply the 10% GST to all imports, including products valued under A$1,000.

Returns

To get a return authorization, please contact us within 7 days of receiving your product. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at office@urbancheesecraft.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at office@urbancheesecraft.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you and it arrived damaged, contact us for an exchange.