Thank you for shopping with Spoken Flames!

Here’s how we work to get your order to you as safely and quickly as possible:

ORDER PROCESSING
As soon as you order, we’re notified. And we’re off to the races!

• Orders placed before 11am ET are typically processed the same or next day.
  
• Orders placed after 11am ET are processed within 1–2 business days.
• We do not process orders on weekends or federal holidays.

Note: Processing time does not include shipping/transit time.

SHIPPING SPEEDS*
At Checkout, you’ll be able to choose from:

• Ground Shipping: Typically arrives within 3–5 business days
• Priority Shipping: Typically arrives within 2–3 business days
• Express Shipping (when offered): Typically arrives within 1–2 business days

*Shipping delays may occur in transit and are the responsibility of the carrier. Your tracking link is tied directly to the mail carrier’s system.

“FREE GROUND SHIPPING” Promotion
Any “free” shipping offer is a promotion. It is not a literal free service by UPS, USPS, or any other mail carrier (though we wish! 🤭).

Spoken Flames absorbs the initial cost of shipping and handling as part of this promotion.

• For any eligible refund, the actual initial cost to ship + $3.50 handling fee will be deducted.
• Orders between $75.00–$499.99 are eligible for this promotion.
• Orders $500+ are considered bulk and are not eligible for this promotion due to special packing and mail carrier requirements.

Have questions about placing a large order? Reach out — we’d love to help.

INTERNATIONAL SHIPPING
We currently do not offer international shipping.

RETURN POLICY
Due to the nature of our products, we do not offer returns, refunds, or exchanges.

DAMAGED UPON RECEIPT
If your order was damaged in transit:

• Send a photo of the damage to damaged@spokenflames.com
• Report damage within 3 days of delivery confirmation (per the shipping carrier).
• You’ll complete a short form to confirm the damage or loss, and we’ll issue a replacement or refund accordingly.

WRONG ADDRESS / RETURNED TO SENDER
Please double-check your shipping address when placing your order.

• Mail carriers do not reimburse shipping fees for incorrect or undeliverable addresses — even if returned to sender.
• Some carriers (e.g., UPS) may even charge additional fees for returned packages.
• Outbound shipping is non-refundable. A second shipping fee is required to re-ship. 

FLASH SALE / FINAL SALE
Items marked ‘Sale,’ or purchased during a Flash Sale, are final sale and not eligible for return, refund, or exchange.

MISSING PACKAGE
Carriers sometimes scan packages before actual delivery (we know — it’s confusing).

• Please wait up to 48 hours after your tracking says “Delivered.”
• Check around your property and with neighbors. (Yes, we know it’s obvious — but the carrier will ask you (and us, too.)
• Still missing? Contact the carrier directly to file a missing mail claim.
• The mail carrier can launch an investigation into your package faster.