Shipping
Where we ship
We ship across the contiguous United States, Canada, and most international destinations. If your country isn't supported at checkout, please email Hello@nilesavannah.com and we'll arrange a custom quote.
Rates
- Free shipping on orders $150+ within the United States.
- U.S. orders under $150: flat-rate $14 standard ground.
- Canada: flat-rate $24 USD. Customs duties may apply at delivery.
- International (UK, EU, AU, NZ): calculated at checkout. Customs duties and taxes are the recipient's responsibility.
Processing time
Each piece is hand-packed in Springfield, MA. Orders are typically prepared within 2–3 business days. During launch and holiday windows, processing may extend to 5 business days. We'll notify you if anything moves slower than expected.
Transit time
- U.S. ground: 3–6 business days from ship date
- U.S. expedited: 2–3 business days (available at checkout)
- Canada: 5–10 business days
- International: 7–21 business days, depending on destination and customs
Tracking
You'll receive a confirmation email when your order ships, with a tracking number. You can also track your order here using your email and order number.
Packaging
Soapstone is heavy and dense. Every piece is wrapped in recycled paper, cushioned with biodegradable corn-based fill, and double-boxed for transit. We do not use styrofoam or plastic peanuts.
Returns & Exchanges
30-day window
If a piece doesn't feel right in your home, you have 30 days from delivery to request a return for a refund or exchange. Pieces must be:
- Unused, unwashed, and free of damage
- In their original packaging
- Returned with the original packing slip or order number
How to start a return
- Email Hello@nilesavannah.com with your order number and the piece(s) you'd like to return.
- We'll send you a prepaid return label within 1 business day.
- Pack the piece carefully (the original packaging works best) and drop it at any USPS or carrier location.
- Once received and inspected, we'll process your refund within 5 business days to the original payment method.
Return shipping
Return shipping is free for U.S. orders. International return shipping is the customer's responsibility unless the piece arrived damaged or defective.
Damaged or defective pieces
If your piece arrives damaged, photograph it within 48 hours of delivery and email us. We'll send a replacement at no cost, or issue a full refund — your choice.
Sale, bundle, and final-sale pieces
Standard 30-day returns apply to all pieces, including bundles. If you return a bundle item without the rest, we'll prorate the bundle discount across the kept pieces.
Gift cards
Gift cards are non-refundable but never expire.
Lost or stolen packages
If a package is marked "delivered" but you can't find it, please:
- Check with neighbors and your building's reception/mailroom.
- Wait 48 hours — late scans sometimes catch up.
- Email us with your order number. We'll file a claim with the carrier and replace the order at no cost.
Address changes
If you need to change your shipping address, email us within 24 hours of placing your order. After that, the package may already be on its way.
Customs and duties (international)
International orders may incur customs duties or import taxes upon delivery. These are charged by your country, not by Nile Savannah, and are the recipient's responsibility. Refusing a package or failing to pay duties does not qualify for a refund.