Help & Support

Policies & Details

Shipping & Delivery

Processing times

Ready-to-ship orders are typically packaged and shipped within two business days, excluding weekends and holidays. Commissioned and made-to-order pieces have separate timelines that will be discussed before work begins.

If I’m away from the studio or experiencing an unexpected delay, updated processing information will be posted on the website and communicated by email.

Shipping and tracking

Fracture & Frond currently ships within the 50 United States and Washington, D.C. International shipping is not available at this time.

Shipping carriers are selected according to the package’s size, weight, value, and destination. Tracking will be emailed as soon as your shipping label is created. Please allow up to 48 hours for tracking to begin updating after the carrier receives your package.

Multiple-piece orders

Multiple pieces will be packaged together whenever they can travel safely. Larger or especially delicate orders may require more than one box. If so, you’ll receive tracking information for each package.

Shipping costs and addresses

Shipping costs are based on the packaged weight, box dimensions, and destination. Please review your shipping address carefully before checkout. If you notice an error, contact me immediately; changes cannot be guaranteed once an order has been packed or shipped.

Safe Arrival Promise

Every Fracture & Frond piece is carefully packed and guaranteed to arrive safely.

Reporting shipping damage

If your order arrives broken or damaged, email nicolette@fractureandfrond.com within 72 hours of delivery.

Please include:

  • Your order number

  • A photo of the damaged piece

  • A photo of the piece inside its packaging

  • A photo of the outside of the shipping box

  • A clear photo of the shipping label and tracking number

These photographs are required by UPS to process a shipping-damage claim. Please keep the piece, box, and all original packaging until the claim has been resolved.

Replacements and refunds

Once the required photographs are received, you may choose a replacement or remake when possible, or a refund to your original payment method.

Because every piece is handmade, replacement glass and colors may vary slightly. Made-to-order replacements may also require additional production time.

The Safe Arrival Promise covers damage during shipping. It does not cover damage caused after delivery through handling, installation, improper display, suction-cup failure, or normal wear.

Delayed or lost packages

If your package has not arrived within seven business days of its estimated delivery date, contact me so I can begin a carrier investigation. Packages confirmed as lost in transit will be replaced or refunded.

Fracture & Frond is not responsible for incorrect addresses entered at checkout, packages marked as delivered, or theft after delivery, but I’ll gladly help you determine the next steps.

Returns, Exchanges & Cancellations

Returns

Eligible ready-to-ship pieces may be returned. Contact nicolette@fractureandfrond.com within seven calendar days of delivery. Approved returns must be shipped within 14 calendar days of the original delivery date.

Pieces must be returned unused, undamaged, and securely packaged. Whenever possible, please reuse the original Fracture & Frond packaging.

Customers are responsible for return shipping and must use a trackable shipping service with insurance covering the piece’s full value. Returns lost or damaged on their way back cannot be refunded.

Refunds

Once the piece arrives safely and is inspected, its purchase price and applicable sales tax will be refunded to the original payment method. Original shipping charges are nonrefundable.

Please allow several business days for your bank or payment provider to process the refund.

Exchanges

Because many pieces are handmade in small batches or are one of a kind, direct exchanges are not available. You may return an eligible piece and place a new order for another available design. Items cannot be reserved while a return is in transit.

Final-sale items

The following items cannot be returned:

  • Commissioned, customized, or personalized pieces

  • Items marked “Final Sale”

  • Pieces damaged after delivery through handling, installation, improper display, or normal wear

Pieces damaged during shipping are covered separately by the Safe Arrival Promise.

Order cancellations

Cancellation requests must be submitted within 24 hours of purchase. I’ll gladly cancel and fully refund the order unless it has already shipped. Orders that have shipped must follow the standard return process.