Shipping Policy
Detailed information about U.S. destinations, order processing, delivery estimates, tracking, carrier issues, damaged parcels, and shipping support.
1. Scope of this policy
This policy applies to orders shipped to addresses within the United States through prismpointshop.com. The shipping options actually available for an order are the options presented during checkout for the customer’s destination.
2. Order review and acceptance
Submitting an order is a request to purchase. Prism Point may review inventory, destination, address, pricing, fraud signals, and any required payment authorization before accepting and preparing an order.
3. Order processing
Processing begins after an order is accepted and any required authorization is received. Processing time is separate from carrier transit time and may vary based on order volume, product availability, weekends, holidays, or verification needs.
4. Accurate delivery information
Customers are responsible for entering a complete and accurate recipient name, street address, apartment or suite number, city, state, ZIP code, phone number, and email address. Prism Point is not responsible for delays caused by information entered incorrectly.
5. Available shipping methods
Available carriers and service levels are displayed at checkout when configured for the destination. A method that appears for one address, cart, or date may not be available for another.
6. Shipping charges
Shipping charges, if any, are calculated or displayed before an order is submitted. Charges may depend on destination, service level, package size, package weight, product type, and other carrier requirements.
7. Delivery estimates
Any delivery date or transit range is an estimate rather than a guarantee unless expressly identified as guaranteed by the carrier. Weather, carrier volume, operational disruptions, and events outside Prism Point’s control may affect delivery.
8. Tracking information
When tracking is available, it may be sent to the email address associated with the order or shown in the customer account. Tracking events are provided by the carrier and can take time to appear after a label is created.
9. Carrier handoff
After a parcel is transferred to the carrier, the carrier controls routing, scans, and final delivery. Prism Point will provide reasonable order information to help investigate a reported carrier issue.
10. Address changes
Contact Prism Point immediately if an address needs to be corrected. Changes are not guaranteed after processing begins, and Prism Point cannot redirect a package after carrier restrictions make a change unavailable.
11. Cancellation requests
Cancellation requests should be submitted as soon as possible. A request is not confirmed until Prism Point provides confirmation, and an order that has entered fulfillment or carrier handling may no longer be cancellable.
12. Split shipments
Products in the same order may be sent in more than one parcel when inventory or fulfillment needs require it. If that occurs, the customer may receive separate tracking information without an additional product charge.
13. P.O. boxes and restricted addresses
Some carriers, products, or service levels may not support P.O. boxes, military addresses, freight forwarders, or other restricted destinations. Checkout availability controls whether Prism Point can accept a particular destination.
14. Packages marked delivered
If tracking shows delivered but the package is not located, check the delivery area, household members, building staff, neighbors, and carrier notice before contacting Prism Point. Include the order number and tracking details with the report.
15. Damaged packages
Photograph the outer package, shipping label, packing materials, and affected products before discarding anything. Send the order number and clear images to Prism Point so the issue can be reviewed.
16. Lost or stalled shipments
Report a shipment that appears lost or has not moved for an unusual period. Prism Point may ask the carrier to investigate and may need the customer’s cooperation with carrier forms or delivery confirmation.
17. Undeliverable and returned parcels
A parcel may be returned because of an incomplete address, failed delivery attempts, refusal, or carrier restrictions. Prism Point will review the order after the parcel is received and will explain available next steps and any costs that lawfully apply.
18. Shipping questions
For shipping help, email [email protected] or call 970-549-3023. Include the order number and the recipient name so the request can be located.