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Shipping policy

Effective Date: September 6, 2025 (applies to all orders placed on or after this date)

Shipping Within the United States Only

We currently ship exclusively within the United States (all 50 states and D.C.). We also ship to APO/FPO addresses and P.O. Boxes via appropriate carriers (typically USPS). No international shipping at this time. There are no state-based shipping exclusions under the current policy.

Order Processing Time

Order processing typically takes 1–2 business days (Mon–Fri, excluding federal holidays). Orders placed after 5:00 PM or on weekends/holidays begin processing the next business day. If we anticipate a significant delay beyond 2 business days, we’ll email you an update. We only accept orders we reasonably believe we can ship within the advertised timeframe (or within 30 days if none is stated). If an unexpected delay occurs and we cannot ship within the promised time, we will notify you and seek your consent for the delay or offer you the option to cancel for a full refund, as required by U.S. consumer-protection law.

Note: During peak periods (major sales, drops, or holidays), processing may take longer.

Shipping Methods & Rates

We offer three flat-rate options (carriers may include USPS, UPS, and DHL):

  • Economy — $8.00 (estimated 5–8 business days in transit)

  • Standard — $10.00 (estimated 3–5 business days in transit)

  • Express — $20.00 (estimated 1–3 business days in transit)

Transit estimates begin after your order ships and are not guaranteed. Weather, carrier capacity, and other factors can extend delivery times. We select the best carrier/service for the option chosen. All options include tracking. No extra handling surcharges beyond the flat rates.

Sales Tax and Fees

Applicable sales tax is calculated at checkout based on the shipping address and remitted as required by law. In some states, shipping charges are also taxable; any such tax will appear at checkout. If you’re tax-exempt, contact us before ordering with your documentation.

Order Confirmation & Tracking

When your order ships, you’ll receive a shipping confirmation with a tracking link. Please allow up to 24 hours for the carrier to populate tracking. Delivery is deemed complete when the carrier marks the package Delivered.

In-Store Pickup (Local Pickup)

Choose Pick up in store at checkout to collect your order for free. We’ll email you when it’s ready (usually within 1–2 business days).

  • Denver, CO: 3000 E 1st Ave #118, Denver, CO 80206

  • Los Angeles, CA: 8500 Beverly Blvd, Space 665, Los Angeles, CA 90048

Bring a photo ID and your order number. To authorize someone else, contact us with their name. We hold pickup orders for 14 days from the ready-for-pickup email.

Signature Confirmation on High-Value Orders

For your protection, orders of $300+ may require an adult signature on delivery (no extra cost). You may request signature service on smaller orders—contact us immediately after purchase.

Shipping Promotions & Free Shipping Offers

We may offer free shipping via discount codes or limited-time promos. Unless stated otherwise, free shipping applies to Economy or Standard service. We do not currently offer automatic free shipping based on order value.

Address Accuracy & Order Modifications

Please enter a complete and accurate shipping address (including unit/apt). We can edit addresses only before fulfillment begins; we cannot reroute packages once shipped. If a package returns due to an incorrect/undeliverable address, we can reship (additional postage may apply) or process a return per policy.

Lost, Delayed, or Damaged Packages

  • Lost in transit (not delivered): If tracking stalls or your order is significantly past the estimate, contact us. If the carrier declares the shipment lost, we’ll replace it (if stock is available) or issue a refund.

  • Damaged on arrival: Contact us within 7 days with photos of the item and packaging. We’ll resolve via replacement or refund and may file a carrier claim.

Package Theft (Stolen After Delivery)

If tracking shows Delivered but you can’t locate the package, check secure areas/neighbors and contact the carrier. Because theft occurs after delivery, it isn’t covered by default. To reduce risk, consider signature service or in-store pickup.

Delivery Delays & Peak Times

Estimated delivery times are not guarantees. Delays due to weather, carrier backlogs, or other events outside our control may occur. We’ll keep you informed and assist with carrier follow-up when needed.

Legal Disclaimer and Policy Acceptance

By placing an order, you agree to this Shipping Policy. We may update this policy; changes apply prospectively to orders placed after the effective date. The policy is posted on our site and linked at checkout.

Contact

Questions about shipping or delivery? Contact us at store@itssole.com.

Last updated: September 6, 2025.