Shipping policy

Shipping Policy

Everything below reflects what actually happens, not a best case. If your order falls outside these windows, email info@cstheory.co and we will sort it out.

Processing

Orders are picked and packed at our warehouse in Texas, usually within 1-3 business days. You will receive a tracking number by email as soon as the label is created.

A tracking number means a label exists. It does not always mean the carrier has collected the parcel yet. The first real carrier scan can take another day or two.

Delivery estimates

  • US mainland: 3-8 business days after despatch.
  • Alaska, Hawaii and US territories: 2-3 weeks. These ship by surface freight, not air.
  • Canada: 1-3 weeks, depending on customs.
  • UK and Western Europe: 2-4 weeks.
  • Australia and New Zealand: 2-4 weeks.
  • Israel, the Gulf and the rest of the world: 3-5 weeks, and sometimes longer.

Estimates shown at checkout are generated by the carrier and are frequently optimistic on international routes. Treat the ranges above as the more reliable guide.

Import duties, VAT and customs charges

International orders may be subject to import VAT, duty or a carrier handling fee on arrival. These are set by your country, not by us, and they are not included in what you pay at checkout.

If you are charged import VAT or duty on a CS THEORY order, send us the receipt at info@cstheory.co and we will refund the charge in full. You should not pay tax twice.

Addresses

Please check your address carefully at checkout, including any postal code, apartment or house number. An incomplete address is the single most common reason an order stalls.

If an address is incomplete, our warehouse places the order on hold and we will email you. If you spot a mistake after ordering, email us immediately — we can usually correct it before the label is printed, but not afterwards.

If your order stops moving

You do not need to chase the carrier. Contact us and we will.

  • US orders: no movement for 10 business days, or 5 business days past the estimated delivery date — contact us and we will send a free replacement or refund you.
  • International orders: the same applies after 21 days without a scan.
  • Held in customs: tell us. We will give you the live carrier record and cover any charge needed to release it.

Marked delivered but not received

Check with anyone else at the address and around the property first — carriers leave parcels in unexpected places. If it still is not there, tell us. If there is no delivery photo or signature on file, we will replace or refund without asking you to prove a negative.

Please raise non-delivery claims within 30 days of the estimated delivery date.

Failed delivery and returned parcels

If a carrier cannot deliver and returns the parcel to us, we will contact you to confirm the address and reship free of charge, or refund you in full if you would rather not wait again.

Shipping costs

Shipping is calculated at checkout based on destination. Where a refund is due to an error on our end, we refund shipping as well. On change-of-mind returns, original shipping is not refunded — see our Return & Refund Policy.

Contact

Email info@cstheory.co with your order number. We usually reply within 1-2 business days and we will always give you the live carrier record rather than a guess.