Shipping policy

1. Processing Time

Orders that are not subject to customization or personalization will be processed within 3-5 business days. Orders including or not limited to watch cases, are made-to-order, will be processed within a 3-week lead time to ensure meticulous craftsmanship and customization. Orders will be processed efficiently to maintain the highest standard of quality and sent in a timely manner.

2. Processing Custom and Personalized Items

Shipping charges will be calculated based on the weight of your order and destination. Our watch cases are considered custom and personalized due to the options of manually choosing wood types and accessories, making them custom requests. Because of the personalized nature of these items, shipping rates can vary due to the extra or reduced weight of selected wood options and accessories. If the customer's purchase includes watch cases, the rates and fees may differ. Payment for shipping will be collected with the purchase. Customers are responsible for paying the shipping fees, and details will be provided during the checkout process.

3. Shipping Methods

Reputable carriers will be utilized to ensure safe and timely delivery. Customers can choose between standard or expedited shipping options during checkout.

4. Shipment Confirmation & Order Tracking

Upon shipping, a confirmation email with tracking information will be sent to the customer.

5. Damaged or Lost Items

By The Grain is not liable for products damaged or lost during shipping. Claims for damaged orders should be directed to the shipment carrier.

6. Cancellation Policy

Customers can cancel orders within 48 hours of purchase by contacting customer service. Refunds can be made if an order has not been dispatched. If the order has already been dispatched, please refer to our "Refund" policy.

7. Insurance Coverage

Parcels are insured for loss and damage up to the value as specified by the selected courier service. In the unfortunate event that your parcel is damaged in-transit, we initiate the refund or replacement process promptly after the courier completes their investigation into the claim. For parcels deemed lost in-transit, a refund or replacement will be processed as soon as the courier conducts an investigation and determines the parcel as lost.

Please note that the insurance coverage is subject to the terms and conditions outlined by the courier service. We strive to ensure a smooth claims process for our customers in the event of loss or damage during transit. For further details or to initiate a claim, please contact our customer service.

8. Force Majeure

By The Grain shall not be liable for any delay or failure to perform resulting from causes outside our reasonable control, including acts of God, natural disasters, war, or other events beyond our control.

9. Changes to Shipping Policy

By The Grain reserves the right to update and modify the shipping policy at any time without prior notice.

10. Contact Information

For any questions or concerns regarding our shipping policy, please contact us at info@bythegrain.co.