Refund policy
Shipping, Returns & Customer Care Policy
Last Updated: September 4, 2026
At Poppy & Pearl Provisions LLC, every order is prepared and packaged with care. We want you to have a positive experience with our products and to know what to expect when placing an order through our website.
This Shipping, Returns & Customer Care Policy explains our order-processing, shipping, returns, refunds, and customer-care practices. By placing an order through our website, you acknowledge and agree to the policies that apply to your purchase, together with our Terms of Service.
Order Processing
Orders are processed Monday through Friday, excluding holidays.
Please allow 1–3 business days for order processing before your order is shipped. Processing time is separate from the carrier's transit time.
Because many of our products are individually prepared and packaged, processing times may occasionally be longer during periods of high order volume, seasonal demand, holidays, product launches, or other circumstances.
Once your order has shipped, you will receive a shipping confirmation email containing tracking information when tracking is available.
If an unexpected delay affects the processing of your order, we will make reasonable efforts to communicate the delay and provide an updated estimate when possible.
Shipping Methods & Rates
Available shipping methods and rates are displayed at checkout and may vary depending on your shipping address, order size, product availability, and other factors.
Depending on your location and order, available shipping methods may include:
- USPS Standard Shipping
- FedEx 2-Day Shipping, where available
Shipping charges, if any, are calculated and displayed at checkout before you complete your purchase.
Estimated Transit Times
Estimated transit times begin after your order has completed processing and has been shipped.
Typical estimated transit times are:
- USPS Standard Shipping: Approximately 3–5 business days
- FedEx 2-Day Shipping: Approximately 2 business days
These are estimates rather than guaranteed delivery dates. Actual delivery times may vary based on the carrier, destination, weather, holidays, operational disruptions, natural events, or other circumstances outside our reasonable control.
Selecting a 2-day shipping method does not mean that an order will necessarily arrive two business days after the order is placed. The estimated transit period begins after the order has been processed and shipped.
We are not responsible for carrier delays that occur after an order has been shipped, although we will make reasonable efforts to assist when a shipping issue arises.
Tracking Information
When tracking information is available, it will be provided by email after your order ships.
Tracking information may take some time to become active after the carrier receives or scans the package.
If tracking has not updated for an extended period or indicates an unusual delivery issue, please contact us at:
connect@poppyandpearlprovisions.com
We will make reasonable efforts to help locate the package or, when appropriate, assist with initiating a carrier inquiry.
Incorrect or Incomplete Shipping Information
Customers are responsible for providing complete and accurate shipping information at checkout.
Please carefully review your shipping address before submitting your order.
If you discover an address error after placing your order, please contact us as soon as possible at connect@poppyandpearlprovisions.com.
We will make reasonable efforts to assist with an address correction when possible. However, we cannot guarantee that an address can be changed after an order has been processed or shipped.
Poppy & Pearl Provisions is not responsible for delays, returned shipments, lost packages, or additional shipping charges resulting from incorrect or incomplete shipping information provided by the customer.
If a package is returned to us because of an incorrect or incomplete address, we will contact you regarding available options. Additional shipping charges may apply if the order needs to be reshipped.
Lost or Delayed Shipments
Once an order has been shipped, delivery timing and handling are primarily controlled by the shipping carrier.
If your package appears to be delayed, lost, or otherwise experiencing a delivery issue, please contact us. We will make reasonable efforts to assist with tracking the shipment or initiating a carrier inquiry when appropriate.
Carrier investigations may take time, and the resolution of a claim may depend on the carrier's procedures.
Packages Marked as Delivered
If tracking information indicates that a package has been delivered but you cannot locate it, please:
- Check the delivery location and surrounding areas.
- Check with household members, neighbors, or building management, when applicable.
- Review the carrier's tracking information for additional delivery details.
- Contact the carrier if appropriate.
- Contact us if the package remains missing.
We will make reasonable efforts to assist with the situation. However, we cannot guarantee a replacement or refund for a package that the carrier's tracking information confirms as delivered.
Damaged, Defective, or Incorrect Orders
We carefully inspect and package orders before shipment.
If your order arrives damaged, defective, or contains an incorrect item, please contact us within seven (7) days of delivery so that we can evaluate the issue and determine an appropriate remedy.
Please email:
connect@poppyandpearlprovisions.com
and include:
- Your order number
- A description of the issue
- Photographs showing the damage, defect, packaging condition, or incorrect item
- Any other information we reasonably request to evaluate the issue
Depending on the circumstances, we may provide a replacement, refund, store credit, or another appropriate remedy.
If a product is damaged or defective, please discontinue use and contact us.
Nothing in this policy limits any rights or remedies that cannot lawfully be excluded or limited under applicable law.
Returns & Exchanges
Because our products may include personal-care, body-care, hygiene, and other consumable products, we do not accept discretionary returns or exchanges after products have been shipped, except as described below or where a return or other remedy is required by applicable law.
This policy helps us maintain the safety, quality, and integrity of our products for all customers.
Exceptions
We may consider a return, replacement, refund, or other remedy when:
- The wrong item was shipped;
- The product arrived damaged;
- The product was defective upon arrival;
- An item is materially different from what was ordered; or
- A return, refund, replacement, or other remedy is required by applicable law.
All returns must be authorized by Poppy & Pearl Provisions in advance.
Please do not send products back without contacting us first. Unauthorized returns may not be accepted or processed.
Authorized Returns
If we authorize a return, we will provide instructions regarding where and how the product should be returned.
Returned products may be required to be unused, unopened, and in their original packaging, depending on the reason for the return and the product involved.
We may be unable to accept a return if the product has been used, opened, altered, damaged after delivery, or otherwise does not meet the applicable return conditions, except where applicable law provides otherwise.
Unless otherwise agreed or required by applicable law, the original shipping charge is not refundable.
For returns resulting from an incorrect item shipped by us or a product that arrived damaged or defective, we will determine the appropriate return-shipping arrangement based on the circumstances.
Refunds
If a refund is approved, it will generally be issued to the original payment method used for the purchase.
Please allow several business days for the refund to be processed and posted to your account after we issue it. The amount of time required may vary depending on your bank, credit-card issuer, payment provider, or other financial institution.
If a replacement or store credit is offered instead of a refund, the available remedy will be communicated to you before it is processed.
Where applicable law requires a particular refund or other remedy, we will comply with those requirements.
Exchanges
Because of the nature of our products, we generally do not offer exchanges for items that have been shipped.
If you receive an incorrect, damaged, or defective product, please contact us so that we can determine whether a replacement or another remedy is appropriate.
Product Information & Ingredients
We make reasonable efforts to provide accurate product descriptions, photographs, ingredient information, directions, and other product information on our website.
Product photographs may vary slightly from the actual product due to photography, lighting, display settings, manufacturing variations, packaging changes, or other factors.
Ingredients and product formulations may change from time to time. Customers should review the current product information and ingredient labeling provided with their order before use.
Where applicable, product-specific directions, warnings, precautions, and storage instructions should be followed.
Allergies & Sensitivities
Customers are responsible for reviewing product ingredients and determining whether a product is appropriate for their individual needs.
If you have allergies, sensitivities, medical concerns, or questions about ingredients, please contact us before purchasing or using a product.
We cannot determine whether a product is suitable for a particular individual. If you are uncertain about whether a product is appropriate for you, consult an appropriate healthcare professional before use.
If irritation, sensitivity, or an adverse reaction occurs, discontinue use immediately. If you experience a serious or persistent reaction, seek appropriate medical attention.
Product Use & Safety
Please use products only as directed and for their intended purpose.
Keep products away from children and pets when appropriate for the individual product.
Certain products may require specific storage or handling instructions. Customers should follow any instructions provided on the product packaging or product page.
Poppy & Pearl Provisions does not provide medical advice. Information provided on our website about products, ingredients, uses, or characteristics is intended for general informational purposes and should not be considered a substitute for professional medical advice, diagnosis, or treatment.
Customers should not rely on website content, product descriptions, testimonials, or other information provided by Poppy & Pearl Provisions as a guarantee of a particular health, medical, cosmetic, or other result.
Customer Care
We are happy to assist with questions regarding:
- Orders
- Shipping
- Returns and refunds
- Product information
- Ingredients
- Product selection
- Damaged, defective, or incorrect orders
For the fastest assistance, please include your order number when contacting us about an existing order.
We aim to respond to customer inquiries within 1–2 business days, Monday through Friday, excluding holidays. Response times may occasionally be longer during periods of high order volume, holidays, or other unusual circumstances.
Contact Us
Poppy & Pearl Provisions LLC
Leander, Texas 78641
Email: connect@poppyandpearlprovisions.com
Phone: 214-793-2564
For order-related inquiries, please include your order number whenever possible.
Policy Updates
We may update this Shipping, Returns & Customer Care Policy from time to time to reflect changes to our business, products, shipping practices, customer-care procedures, or applicable requirements.
The Last Updated date at the top of this page indicates when this policy was most recently revised.
Any updated policy will be posted on this website. Changes will apply prospectively unless otherwise required by applicable law.
Questions
If you have questions about this policy, your order, or our products, please contact us:
connect@poppyandpearlprovisions.com
214-793-2564
We appreciate your business and are committed to providing thoughtful products and responsive customer care.