Shipping policy
Shipping & Processing
Thank you for supporting Pine Mountain Company! Every order is thoughtfully handcrafted in our Southern California studio and carefully packaged before beginning its journey to you.
Agreement to Our Policies
By placing an order with Pine Mountain Company, you acknowledge that you have read, understood, and agreed to our Shipping & Processing Policy, Return & Cancellation Policy, and any other shop policies listed on our website.
If you have any questions about our policies before placing your order, please don't hesitate to contact us—we're always happy to help.
Processing Times
Our processing time depends on the type of order you purchase.
- Ready to Ship: Typically ships within 1–3 business days.
- Personalized Orders: Production time varies depending on the product and current order volume.
- Custom Orders: Production timelines are discussed and confirmed during the design process.
Please note that processing time refers to the time it takes us to create, prepare, and package your order before it is shipped. This is separate from the shipping carrier's delivery time.
While we always strive to meet our estimated processing times, occasional delays may occur due to high order volume, severe weather, illness, equipment issues, or other unforeseen circumstances. If your order will be significantly delayed, we'll reach out as soon as possible to keep you informed.
Standard Shipping
Free standard shipping is included on eligible U.S. orders.
Shipping upgrades are available for customers who would like faster carrier delivery.
Please note: Purchasing an expedited shipping service only shortens the carrier's delivery time. It does not reduce our production or processing time unless a separate rush processing service has been arranged and confirmed.
Rush Orders
Need your order sooner?
When our production schedule allows, rush processing may be available for an additional fee.
Rush processing accelerates the time it takes us to complete your order before shipment. Availability is limited and cannot be guaranteed.
Tracking Your Order
Once your order ships, you'll receive a shipping confirmation email containing your tracking information.
Our team has access to the same tracking information that you do. Once your package has been accepted by the shipping carrier, we cannot view additional shipping updates or expedite delivery.
Carrier Responsibility
Once your package has been handed to USPS, UPS, or another shipping carrier, the shipment becomes the responsibility of the carrier.
Pine Mountain Company is not responsible for:
- Shipping delays
- Weather-related delays
- Lost packages
- Stolen packages after delivery
- Packages marked as delivered by the carrier
- Damage that occurs during transit or delivery
If your package arrives damaged, appears to be lost, or experiences delivery issues, we recommend contacting the shipping carrier directly to begin a claim or investigation.
Incorrect Shipping Addresses
Please carefully review your shipping address before placing your order.
If you notice an error before your order ships, contact us as soon as possible and we'll do our best to update it.
Once an order has shipped, we are unable to change or reroute the delivery address.
Questions?
We're always happy to help!
If you have any questions about processing times, shipping options, timelines, or your order, please don't hesitate to reach out before or after placing your order. We'll do our best to answer your questions and help make your experience as smooth as possible.
By completing your purchase, you acknowledge and agree to the policies outlined above.