SYLV Shipping Policy

Made-to-Order Production

Each SYLV piece is made to order with care and attention to detail. Please allow approximately 2–3 weeks for production before your order ships. Production time is separate from shipping and delivery time.

Domestic Shipping (United States)

We ship throughout the United States via USPS. Shipping costs are calculated at checkout based on your delivery address and selected shipping method.

Once your order ships, you will receive a confirmation email with tracking information. Delivery times vary depending on your location and the shipping service selected.

Signature confirmation may be required for higher-value orders.

International Shipping

SYLV offers international shipping to select countries via DHL. Available destinations, shipping services, and rates are displayed at checkout.

International delivery times vary depending on the destination, DHL service selected, and customs processing requirements.

Our standard 2–3 week made-to-order production period applies to all international orders and is separate from shipping transit time.

Estimated delivery dates, where available at checkout, are estimates rather than guaranteed arrival dates.

Customs, Duties & Import Taxes

International orders may be subject to customs duties, import taxes, VAT, and other fees determined by the destination country.

Where applicable, duties and import taxes may be calculated and collected at checkout. When these charges are included in the checkout total, customers will not ordinarily be required to pay those same charges again upon delivery.

If duties and taxes are not collected at checkout, additional charges may be assessed by the destination country's customs authorities or shipping carrier.

Customers are responsible for any applicable import charges not included in their checkout total.

SYLV is not responsible for delays caused by customs inspections, clearance procedures, or other circumstances outside our control.

Tracking & Delivery

All orders include tracking information, which will be provided by email once your order has shipped.

Please ensure that your shipping address is complete and accurate before placing your order.

Delivery estimates are not guaranteed, as shipping times may be affected by carrier delays, weather, customs processing, or other circumstances beyond our control.

Shipping Delays & Delivery Estimates

All shipping and delivery timeframes provided by SYLV, including those displayed at checkout, are estimates only and are not guaranteed. Actual delivery times may vary due to carrier operations, weather conditions, customs processing, international shipping requirements, holidays, or other circumstances beyond our control.

Once an order has been dispatched, SYLV cannot guarantee delivery by a specific date. Customers are encouraged to place orders well in advance of holidays, special occasions, or other time-sensitive events.

SYLV does not provide refunds, reimbursements, shipping fee refunds, discounts, or other compensation solely because a shipment arrives later than its estimated delivery date, except where required by applicable law or where an expressly guaranteed delivery service or other binding commitment provides otherwise.

A shipping delay does not automatically qualify an order for cancellation or refund. Orders that are lost, damaged, or never delivered will be addressed separately under our Lost, Damaged & Missing Packages policy and applicable consumer protection laws.

If SYLV is unable to dispatch an order within the stated production timeframe, we will communicate any material delay and provide applicable cancellation or refund options as required by law.

SYLV will make reasonable efforts to assist customers with carrier-related delays and delivery inquiries.

Lost, Damaged & Missing Packages

At SYLV, we take care to package each piece securely and provide tracking information for every shipment.

Damaged Packages

If your order arrives damaged, please contact us at info@SYLVdesigns.com within 48 hours of delivery, including your order number, photographs of the damaged item, and photographs of the original packaging.

Please retain all packaging materials until the issue has been reviewed, as they may be required for a shipping carrier claim.

We will review the circumstances and work toward an appropriate resolution, which may include repair, replacement, or refund, depending on the situation.

Lost or Missing Packages

If your package has not arrived within the estimated delivery window, please contact us so we can investigate with the shipping carrier.

For packages marked as delivered but not received, we recommend first checking with household members, neighbors, building management, and the shipping carrier.

SYLV will review the tracking information and assist with initiating a carrier investigation when appropriate. Packages marked as delivered are not automatically eligible for replacement or refund; each case will be reviewed individually.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing accurate and complete shipping information at checkout.

If a package is returned to SYLV because of an incorrect or incomplete address, the customer may be responsible for additional shipping charges before the order can be resent.

International Shipments

International deliveries may be subject to customs inspections, processing delays, and additional delivery requirements.

If a shipment is returned because the recipient refuses delivery or does not pay applicable import charges disclosed at checkout, any refund or reshipment will be assessed in accordance with applicable law and SYLV's refund policy.

Claims & Resolution

All shipping concerns are reviewed individually. SYLV may request additional documentation or information to investigate a claim.

We encourage customers to report shipping concerns promptly to facilitate carrier investigations. The requested 48-hour damage reporting period does not eliminate any rights or remedies available under applicable consumer protection laws.

Questions?

For shipping questions or assistance with an order, please contact info@SYLVdesigns.com.