Shipping policy
We ship within the United States only, and shipping is free on every order, with no minimum. Each order is sent by Free Priority Tracked Shipping, and any sales tax that applies is shown at checkout before you confirm.
Timings
Orders placed before 2:00 PM EST on a business day enter that day's packing queue. Anything after that, or on a weekend or US public holiday, is picked up the next business day. Business days are Monday to Friday, excluding US public holidays.
- Processing: 1 to 2 business days
- Transit: 3 to 7 business days
- Total: 4 to 9 business days
Where we ship
We deliver to all fifty US states. We are not able to ship to international destinations, US territories, or APO and FPO military addresses at this time.
Carriers and tracking
We use a small group of established carriers, including USPS Priority Mail, UPS Ground, and FedEx Ground and Home Delivery, with the carrier for your order chosen by your delivery address and the service available in your area. Every order ships tracked, and we email your tracking number and link the moment it leaves us, so you can follow it to your door.
If your order is delayed
Most orders arrive within the windows above. Now and then a delay happens for reasons outside our control, such as carrier network problems, severe weather, or heavy parcel volumes during busy periods. If a significant delay affects your order, we will email you an update as soon as we can.
Wrong or incomplete addresses
We send your parcel to the address you enter at checkout, so please check it carefully before confirming. If an order returns to us as undeliverable because the address was wrong or incomplete, we will contact you to arrange a fresh delivery, and a re-shipping fee applies to send it out again, as the failed delivery was not our error. If the fault was ours, such as a faulty or incorrect item, we put it right at no cost to you under our Return and Refund Policy.
A parcel marked delivered but missing
If tracking shows your order as delivered but you cannot find it, these checks usually turn it up before you need us:
- ask anyone else at your address whether they brought it inside
- check with neighbours, building staff or a property manager who may have taken it in
- contact the carrier directly using the details on the tracking page
If it still cannot be found, email us at customersupport@richardsonandward.com with your order number and we will look into it with you.
Returns and refunds
How to return a purchase is set out in full in our Return and Refund Policy, which is worth reading before you order. Postage on a change-of-mind return is paid by you.
Contact us
Richardson and Ward
Email: customersupport@richardsonandward.com
Address: 24 Water St, Suite 255, New York, NY 10041
Support hours: Monday to Friday, 7:00 AM to 4:00 PM EST
A real person replies within one business day.