Shipping / Return Policy

Returns and Refunds

If you’ve got a problem with your order, contact us within 30 days of your order’s delivery date (60 days for international orders) and we’ll be glad to get things fixed up.

  • If we made a mistake with your order, we will do our best to make it right. Just contact us and we’ll take care of the rest. If we need you to ship something back to us, we’ll cover the cost of shipping.
  • If you made a mistake when you ordered (wrong design, wrong address, etc) Contact us and we’ll let you know how to proceed!
  • For returns, items must be unopened and in new condition and you must cover any shipping charges. Contact us and we’ll let you know how to proceed! We can only refund the cost of the item; we will not refund the cost of shipping.

General Shipping Notes

  • We are shipping from our warehouse based out of California. The further you live from California, the longer your package may take to arrive.
  • On certain holidays, we will post a notice on the website if orders will take longer than usual to process and ship.
  • If your order is lost in transit or comes back 'return to sender', we will either refund the cost of the item minus shipping, or you can pay to have it re-shipped.
  • We cannot guarantee specific delivery dates or shipping times, and we do not offer refunds for shipping fees if packages are delivered later than expected. 

Shipping Time Estimates

  • Standard carrier options (domestic):  3-7 business days
  • Standard carrier options (international) 7-30 business days
  • Priority carrier options (domestic): 3-5 business days
  • Expedited carrier options (domestic): 2-4 business days
  • Expedited carrier options (international): 4-12 business days

Coupon Codes and Sale Items

For customer service codes with a cost prerequisite, shipping fees and/or taxes do not count towards meeting their requirement. Coupon codes are only applicable to your subtotal, and will not discount shipping.

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Shipping Discounts

We occasionally offer free or discounted shipping options as part of a promotional sale. If you choose a free or discounted shipping option, we will ship your order via the Standard shipping class. These shipping options can sometimes be slow, and may take up to a week or more to deliver. If you need your item in a hurry, please upgrade your shipping option.

Orders with free/discounted shipping will not ship until all items are available.

General

  • Intilla reserves the right to update and change this Shipping / Return Policy from time to time without notice.
  • Any written agreement, contract, or invoice supersedes these general website terms if provided.
  • Read our Privacy Policy regarding our protection of your personal data.
  • Intilla, in its sole discretion, has the right to suspend or terminate your account and refuse any and all current or future purchases, or any other service from us, for any reason at any time, including no reason. Examples of possible reasons include:
    • Violations of this Shipping / Return Policy, including violations of a product with a per-customer limit.
    • Violations of our Privacy Policy.
    • Chargebacks.
    • Fraud and other illegal acts.
    • Verbal, physical, written or other abuse (including threats of abuse or retribution) of any Intilla customer, partner, employee, member, or officer.
  • Where applicable, we may not provide a full refund for suspended or terminated accounts or orders. For example, if we rendered some non-refundable services or products to you.
  • You are responsible for maintaining the security of your optional account and password on Intilla. Intilla cannot and will not be liable for any loss or damage from your failure to comply with this security obligation.
  • The failure of Intilla to exercise or enforce any provision of this Shipping / Return Policy shall not constitute a waiver of such provision. No waiver by Intilla of any breach of this Shipping / Return Policy shall be a waiver of any preceding or succeeding breach. No waiver by Intilla of any provision under this Shipping / Return Policy shall be construed as a waiver of any other provision. Unless otherwise stated, a waiver by Intilla of any provision of this Shipping / Return Policy shall only be on a per-order basis, and the full Shipping / Return Policy shall be enforced for any preceding or subsequent order.

Taxes

There are only a handful of instances in which our customers have to pay taxes or additional fees beyond our shipping costs:

  • Residents of some US states may be required to pay sales taxes.
  • If you live in Canada, you may be required to pay sales taxes, the amount of which will depend on the province you reside in.
  • Most of our shipping methods internationally are considered to be shipped "DDU", which means we do not pay customs or duties and you may be charged these fees to receive your order. You have to pay these fees when you get your package, so please be aware of your country’s tax policy before you order. Also, we cannot mark shipments as gifts. Intilla is not responsible for any additional taxes, fees, logistics, or other additional charges required by your local government or delivery service to receive your package.
  • Some shipping methods, such as UPS Express/Expedited may offer some or all prepaid customs charges included in the cost of transportation to avoid long lines at a postal office and extra fees. Certain shipments, such very large orders or packages to certain countries, may be ineligible for pre-paid customs charges, require additional fees, additional identification, and/or to pick the item(s) up in person at a certain facility. Intilla is not responsible for any additional taxes, fees, logistics, or other additional charges required by your local government or delivery service to receive your package.