Shipping policy

DOMESTIC SHIPPING (USA)

  • We offer 2-day free shipping to select locations in the USA, and free standard shipping that usually takes 1 week

INTERNATIONAL SHIPPING

  • International shipping typically takes 1-4 weeks 
  • Depending on the country, international orders may be subject to duties and taxes and the buyer will be responsible for this. Duties and taxes vary from country to country and take into account many different factors. For more information about your country's customs policies, please contact your local customs office.
  • We do not issue customs and duty refunds nor can we cover this fee during a replacement, exchange, or refund. In the case of the last three listed scenarios, please contact your postal carrier and explain the situation to possibly receive a refund.

BOBASURANCE SHIPPING PROTECTION

  • We’ve partnered with Route Insurance to provide shipping insurance in the event that your package gets lost, damaged, or is stolen after delivery. We highly recommend our shipping insurance for all international orders.
  • To file a claim with Route Insurance, please visit https://claims.route.com/
  • Bobasurance does not cover packages shipped to incorrect or invalid shipping addresses due to wrong input at checkout.

LOST, STUCK, OR UNDELIVERED PACKAGES

  • Domestic orders (USA): Please first contact the United States Postal Service regarding your package.
  • International orders: Please first contact your country’s primary postal carrier.
    • Please note international orders can take more than 3 weeks to arrive.
    • Unfortunately, for international orders we don't have a way of knowing ahead of time exactly which postal carrier packages will be handed off to, since there are a numerous amount of variables that are involved in this process. However, usually, the dominant carrier of your country will be the one (the one that delivers the majority of your packages).
  • If you are unable to retrieve the package after contacting the post office, please file a claim with Route Insurance at https://claims.route.com/ 
    • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

DAMAGED PACKAGES

  • Please file a claim with Route Insurance at https://claims.route.com/ or email us at hello@mybobamate.com within 15 days of receiving your package.
  • Please note we may require photo(s) to validate the claim.

DELIVERED BUT NOT RECEIVED

  • Please check if the shipping address you put down at checkout is the same as the address the shipment was delivered to. You can check this with your order confirmation email that lists the shipping address you put down during checkout and through your tracking information from your shipping confirmation email which lists the address where the shipment was delivered to.
  • Check with your family members, housemates, or neighbors to make sure someone did not accidentally take your package.
  • Get in touch with your postal carrier as they may have made a mistake:
    • Domestic orders (USA): Please contact the United States Postal Service regarding your package.
    • International orders: Please contact your country’s primary postal carrier.
      • Unfortunately, for international orders we don't have a way of knowing ahead of time exactly which postal carrier packages will be handed off to, since there are a numerous amount of variables that are involved in this process. However, usually, the dominant carrier of your country will be the one (the one that delivers the majority of your packages).
  • If you are unable to retrieve the package after contacting the post office, please file a claim with Route Insurance at https://claims.route.com/ 
    • Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.

INCORRECT OR INVALID SHIPPING ADDRESS

There are a few options you may try if your package was shipped to the incorrect address:

  • If your package is still in transit: 
    • Immediately call the United States Postal Service (domestic orders) or your country’s primary postal carrier (international orders). 
    • Ask them to redirect the package to the correct shipping address. This is often free of charge and is the best option. 
    • Unfortunately, for international orders, we don't have a way of knowing ahead of time exactly which postal carrier packages will be handed off to since there are numerous amount of variables that are involved in this process. However, usually, the dominant carrier of your country will be the one (the one that delivers the majority of your packages).
  • If your package has been delivered:
    • If you know the residents of the address, ask the residents to contact the  United States Postal Service (domestic orders) or your country’s primary postal carrier (international orders) and redirect the package to the correct address. This is often free of charge and is the best option.
    • If you do not know the residents, you can contact the United States Postal Service (domestic orders) or your country’s primary postal carrier (international orders) and explain to them the situation, oftentimes they will pick up the package from the recipients at the incorrect address and redirect it for free.
    • Unfortunately, for international orders, we don't have a way of knowing ahead of time exactly which postal carrier packages will be handed off since there are numerous amount of variables that are involved in this process. However, usually, the dominant carrier of your country will be the one (the one that delivers the majority of your packages).
  • If you are unable to retrieve the package after contacting the post office, please try filing a claim with Route Insurance at https://claims.route.com/ or email us at hello@mybobamate.com within 15 days of the delivery date

If an incorrect or invalid shipping address was entered during checkout and was not updated to our team, we are unable to offer you a refund or re-ship the items free of cost. All customers receive both an order confirmation and shipping confirmation email with their shipping address included, and it is the buyer’s responsibility to inform us of any address updates. Once the parcel departs from us, it is in the hands of the post office, and we will have no control over the shipping process. 

Anything returned to us due to an incorrect or invalid address put down during checkout will result in new shipping charges, which will be the responsibility of the buyer. We will not be responsible for any shipping-related reimbursements, and will not be responsible for missing packages or refunds due to an incorrect or invalid address.