SHIPPING: We aim to ship all Domestic and International orders within three business days of purchase for standard shipping. During high volume times such as sales or new releases, please allow up to seven business days. The customer is responsible for ensuring we have the correct address prior to shipping. Sandilake always ships to the shipping address supplied at the time of checkout and is not responsible for packages delivered to an incorrect address. We ship most packages via USPS. Unfortunately, We are not able to combine shipping on multiple orders placed. We are unable to make adjustments to your order's contents after an order is placed -- our distribution center often processes orders within a few hours of them being placed so you must contact us IMMEDIATELY if you notice any discrepancies on your order notification. We are not able to cancel orders once processing begins, so we recommend emailing within 2 hours of placing your order if you find the information is not correct. Packages that are marked as delivered, but are “not received” are your responsibility to track down. Please check with your neighbors, next to your porch, or your back door -- sometimes they’re tricky. Your local post office can check the geotag of the delivery scan and escalate an investigation on your behalf, but we are not able to track down the package on our end. Packages that are lost by USPS will be replaced after 30 days of non-movement for domestic packages and 8 weeks for international. We do not issue refunds on lost packages. If you have any concerns once your package has been received by USPS, you may wish to open an investigation either through your local post office, or by calling the main USPS support number at 1 (800) 275-8777 (select carrier to speak to a representative.) We have found that recipient-initiated investigations are a smoother process in terms of routing the inquiry through the correct channels, so unfortunately we are not able to offer to open the investigation on your behalf.
International orders may be subject to duties and/or taxes on full retail value, these fees are the responsibility of the recipient. International orders may take up to 6 to 8 weeks for delivery depending on the country.
Returns are accepted on all unwashed and unworn stock items within 10 days of receipt of your order if you are unhappy with your item, or damage was caused to the item through no fault of your own. Returns are not accepted on SALE items, Swim wear, Exclusive or small batch items, or bundles. Shipping costs are non-refundable. Returns with odors, stains, food residue or otherwise received as damaged by the customer are not eligible for refund. To initiate a return on eligible items, please mail item to:
395 Old Geneva Road
Geneva, FL 32732
Please note that as with any retailer, there may be variance in production on dye lots as well as very minor improvements in fits and finishes from season to season.
Every garment/style will have variance of measurements that makes up what we call tolerances. Tolerances are a plus or minus measurement used on a tech pack ("how to" for making a garment) to determine whether a product meets a specified quality standard. For example, one point of measure (POM) for a chest width may say the tolerance is plus or minus 1/2" from original measurement. Tolerances are put on garments to include human and machine variance that occurs at the cutting and sewing stages. Each measurement both length and width of a single garment will have its own tolerance to help keep each size within the perimeters of the tolerances. Standard variance is up to 1" in length and .5" in width from piece to piece. Variance that falls within this threshold is not considered defective. We suggest referring to our size chart before making purchases but also ask you to keep in mind these tolerances when comparing one garment to another.
DAMAGES OR DEFECTS
A full refund, store credit or exchange will be offered to you in the event that an item you received was damaged or defective in any way. You MUST contact us within 10 days of receipt to initiate a claim. Please inspect your items carefully upon receipt. Sandilake assumes return shipping responsibility on all damaged or defective items. We do not offer exchange, refund, credit or otherwise on purchases over 30 days, or items that have been washed or worn, for any reason.
Please be aware that smartphone screens, tablet screens, and computer screens do not always depict colors exactly as they will appear in real life.
FREQUENTLY ASKED QUESTIONS
Q: Will my items shrink?
A: Our items are NOT pre-washed, so we cut generously to allow for a bit of expected shrinking.
Q: How do I wash them?
A: Wash them as normal with your other clothing! Though we tend to prefer cold water washing our cottons, just to keep them looking crisp over multiple washes.
Q: How does Sandilake fit?
A: For the best fit, please reference our sizing chart.
Q: Where is Sandilake made?
A: We currently use a combination of manufacturers in the US & Haiti. All printing is done locally in Orlando, FL.
Q: Do you offer coupon codes or discounts?
A: We do! We typically post our sales info on our Instagram or Facebook.
Q: How long does it take for my order to ship?
A: You can read more about our shops policies above, including shipping time frames, tax rates, refunds, and more.
Q: Do you combine shipping on multiple orders?
A: Please email us within 30 minutes of ordering.
Q: Do you ship internationally?
A: We absolutely do! We're happy to offer a fast, low cost rate for world-wide shipping.
Q: My package looks like it's lost in the mail, what can I do?
A: Please contact us if you notice that your tracking information is not updated or has not been delivered on time. If an order does not "show up" within 30 days of shipment with no tracking updates (8 weeks for international orders), a replacement will be sent. Orders shown as "delivered" cannot be replaced, it is your responsibility to provide accurate shipping information at the time of purchase.
Q: Do you offer wholesale?
A: We do, please visit our wholesale info HERE.
Q: Where is SandiLake Clothing located?
A: Orlando, FL. USA :)
Q: How can I share pics of my kids in their Sandilake with you?
A: We love seeing your pictures; you can use our hashtag #sandilakeclothing. Please note that this gives us permission to share your child's photo digitally on our site, Instagram, Facebook, Pinterest or newsletter. We would never use your child's photo in print without asking, however if the tag is used we assume you are willing to share the photo.