Shipping policy
SHIPPING POLICY
Last Updated: 27 Jan 2026
At STBN Donkey, we partner with trusted fulfillment centers to bring you quality products made on-demand. Here's everything you need to know about shipping.
📍 WHERE WE SHIP
We ship worldwide through our fulfillment partners, including:
- Europe: All EU countries, UK, Switzerland, Norway
- North America: USA, Canada, Mexico
- Asia-Pacific: Australia, New Zealand, Japan, Singapore, Hong Kong
- Latin America: Brazil, Chile, Colombia, and more
- Africa & Middle East: Selected countries
Don't see your country? Contact us at stbndonkey@gmail.com - we likely ship there!
⏱️ PRODUCTION & PROCESSING TIME
Made-to-Order Model:
- All STBN items are printed on-demand to reduce waste and ensure freshness
-
Production time: 2-7 business days (average 2-4 days)
- Standard production: 2-4 days
- During high-volume periods (holidays): up to 7 days
- Orders placed on weekends ship the following business week
- You'll receive an email with tracking information once your order ships
Why made-to-order?
- ✅ Reduces waste (no excess inventory)
- ✅ Ensures quality (each item inspected before shipping)
- ✅ Fresher products (not sitting in warehouse for months)
Note: Production time is separate from shipping time. Total delivery = Production + Shipping.
🚚 SHIPPING TIME & RATES
Shipping begins AFTER production completes (2-7 business days).
🇪🇺 European Union:
- Standard Shipping: 4-9 business days | €3.99-€8.99
- FREE Standard Shipping on orders over €50
- Ships from: Latvia, Spain, or Germany (nearest facility)
🇬🇧 United Kingdom:
- Standard Shipping: 4-9 business days | £3.99-£7.99
- FREE Standard Shipping on orders over £45
- Ships from: UK facility (no customs delays)
🇺🇸 United States:
- Standard Shipping: 4-8 business days | $3.99-$7.99
- FREE Standard Shipping on orders over $50
- Ships from: USA facility (domestic shipping)
🇨🇦 Canada:
- Standard Shipping: 6-10 business days | CAD $5.99-$11.99
- FREE Standard Shipping on orders over CAD $65
- Ships from: Canada or USA facility
🌍 Rest of World:
- Standard Shipping: 7-20 business days | Starting at €8.99
- Shipping cost calculated at checkout based on location
- Ships from: Nearest available facility
Total Delivery Time = Production (2-7 days) + Shipping (4-20 days)
- Fastest: 6 business days (EU, production goes fast)
- Typical: 8-12 business days
- Longest: Up to 27 business days (international, peak season)
Delivery times are estimates. Actual delivery may vary due to production volume, customs processing, or carrier delays.
📦 TRACKING YOUR ORDER
You'll receive 2 emails:
1. Order Confirmation (immediately)
- Your order is received and queued for production
2. Shipping Confirmation (within 2-7 days)
- Your order has shipped with tracking number
- Click the tracking link to follow your package
- Check spam/promotions folder if you don't see it
Tracking tips:
- Tracking may take 24-48 hours to activate after shipping email
- "Pre-shipment" or "Label created" = package is being prepared
- Contact us if tracking hasn't updated after 3 days
🌍 INTERNATIONAL SHIPPING & CUSTOMS
Important for non-EU/US/UK customers:
Customs Duties & Import Taxes:
- International orders may be subject to import duties, taxes, and customs fees
- These fees are determined by your destination country
- Fees are NOT included in our product or shipping prices
- You (the buyer) are responsible for paying these fees
- We have no control over these amounts and cannot predict them
-
Refusal to pay customs fees will result in the package being returned to sender
- We cannot offer refunds for refused packages due to customs
What we do:
- Declare accurate product value (legal requirement)
- Include proper customs documentation
- Ship from facilities closest to you when possible (reduces customs likelihood)
Customs estimates:
- Most countries: 0-25% of order value
- Check your country's customs website for specific rates
- Contact your local customs office with questions
📍 SHIPPING ADDRESS ACCURACY
⚠️ CRITICAL: Double-check your address before completing checkout.
Once production begins, we CANNOT change the shipping address.
Address issues:
- We ship to the exact address you provide at checkout
- If tracking shows "delivered" but you didn't receive it, contact the carrier first
- We are not responsible for orders shipped to incorrect addresses you provided
- Intercept fees: If caught before delivery, address changes cost $15-25 (carrier fee)
Tips:
- Include apartment/unit numbers
- Use accurate ZIP/postal codes
- Provide phone number for carrier contact
- Check for typos before submitting order
🕐 PRODUCTION & SHIPPING DELAYS
While we strive for fast turnaround, delays can occur:
Production delays (rare):
- Equipment maintenance
- High order volume (Black Friday, holidays)
- Quality control holds (we won't ship defective items)
Shipping delays (occasional):
- Customs processing (international)
- Weather conditions or natural disasters
- Carrier delays (strikes, peak season)
- Incorrect/incomplete addresses
If your order is delayed:
- Check your tracking for updates
- Contact the carrier if package is in transit
- Email us at stbndonkey@gmail.com if:
- Production exceeds 7 business days
- Tracking hasn't updated in 7+ days
- Estimated delivery passed by 5+ days
We'll investigate and work with our fulfillment partners to resolve the issue.
📫 LOST, STOLEN, OR DAMAGED PACKAGES
If tracking shows "Delivered" but you didn't receive your package:
Step 1: Check thoroughly
- Look around your property (safe spots, covered areas)
- Ask neighbors or household members
- Check building mailroom/package room
- Wait 24-48 hours (tracking sometimes updates early)
Step 2: Contact carrier
- Use your tracking number to file a claim
- They can check GPS delivery coordinates
- They may launch an investigation
Step 3: Contact us
- Email stbndonkey@gmail.com with order number
- We'll work with our fulfillment partner
- Resolution options depend on carrier investigation
Damaged or defective items:
- Email us within 7 days of delivery with photos
- We'll arrange a replacement or refund
- See our [Return Policy] for full details
Prevention:
- Require signature on delivery (option at checkout for high-value orders)
- Use a secure delivery location
- Track your package and be available for delivery
📦 MULTIPLE ITEMS IN ONE ORDER
Orders with multiple products may ship in separate packages:
Why?
- Items fulfilled from different facilities (closer to you = faster delivery)
- Different production times per item
What this means:
- You'll receive multiple tracking numbers
- Packages may arrive on different days
- No extra shipping cost for split shipments
- All items in your order confirmation will arrive
Check your email for all tracking numbers.
♻️ SUSTAINABILITY & PACKAGING
Our commitment:
- Made-to-order = zero deadstock waste
- Minimal packaging (recyclable poly mailers or cardboard)
- Printed locally when possible (reduces shipping emissions)
- Water-based inks (eco-friendly printing)
Packaging you'll receive:
- Poly mailer (recyclable) or cardboard envelope
- Your item(s) folded neatly
- No excess packaging materials
- Tissue paper or simple wrapping (plastic-free when possible)
🎁 GIFT ORDERS
- Gift message: Add during checkout (we'll include a printed note)
- No pricing info: Receipts with prices are not included
- Ship to recipient: Enter their address at checkout
- Gift wrapping: Not available at this time (simple, eco-friendly packaging only)
❓ SHIPPING FAQS
Can I change my address after ordering? Only if production hasn't started yet. Contact us immediately at stbndonkey@gmail.com. Once production begins (usually within 24 hours), addresses are locked in.
Why does it take 2-7 days to ship? We print on-demand. Each item is made specifically for you, ensuring quality and reducing waste.
Can I upgrade to faster shipping? Not at this time. Our fulfillment partners use standard shipping methods. Plan ahead if you need items by a specific date.
What if I need my order by a specific date? Order at least 3-4 weeks in advance to account for production + shipping + potential delays.
Can I cancel my order? Only if production hasn't started. Contact us within 1-2 hours of ordering. See our [Return Policy] for details.
Do you offer local pickup? No. All orders are fulfilled through our production partners and ship directly to you.
Why is my tracking not updating?
- First 24-48 hours: Label created, package being prepared
- Stuck on "Pre-shipment": Contact us after 3 days
- No scans for 5+ days: Contact carrier, then us
What if my package is stuck in customs? This is normal for international orders. Customs processing takes 2-7 days (sometimes longer). Monitor tracking and contact your local customs office if it exceeds 14 days.
📞 CONTACT US
Questions or issues?
- Email: stbndonkey@gmail.com
- Response time: Within 24-48 hours (business days)
- Include: Your order number for faster help
🔄 RETURNS & EXCHANGES
For information about returns, size exchanges, and refunds, see our Return Policy.
Thank you for supporting STBN Donkey and our sustainable, made-to-order approach.
Stay Stubborn. 🐴