- Processing and Shipping FAQs
- When will my order process?
- What is the shipping status of my order?
- Why didn't my order arrive by the expected delivery day on USPS.com?
- When will my order arrive?
- Order Processing Time Frame
- Shipping Policy
- Will Call
- Shipping Methods and Shipping Time Frame
- Eligible Countries for Shipping
- Ineligible Countries for Shipping
- Shipping Issues
- Signature Required Deliveries
- Order Modifications and Cancellations
Processing Time, Shipping Policies, Order Modifications
It is our primary objective to deliver superior supplements and support to a global community. However, shipping can be complex so it is our goal to provide you as many resources and as much information as we can.
If after reading this policy you still have specific questions, please contact customer support for further assistance at email@example.com. If you do not wish to wait on a response from a representative and want to view your order status, you can check it here.
Processing and Shipping FAQs
When will my order process?
Orders received by 8 AM EST Monday-Saturday will ship the same day. The only exceptions are that UPS and Asendia orders do not ship on Saturdays.
What is the shipping status of my order?
You can look up the status of your order here.
Why didn't my order arrive by the expected delivery day on USPS.com?
When will my order arrive?
Our most popular shipping method is USPS First Class. Here are the following shipping estimates for this method:
- East Coast: 1-3 business days
- Midwest: 2-4 business days
- West Coast: 2-5 business days
For more detailed information and other shipping methods, check out our Shipping Methods and Shipping Time Frames.
Order Processing Time Frame
We have a strict 8:00am EST cutoff time for order processing. This allows us to minimize processing times and ship out orders within 1 business day of receipt of order. We process all orders from the previous business day that were placed after 8:00am EST up to the current day at 8:00am EST.
Orders placed after the 8:00am EST cutoff time will ship the following business day.
Note: Orders placed after 8:00am EST on Saturday will ship out on the following Monday unless an exception applies. Exceptions include product availability and non-business days (i.e. Sundays, Holidays, etc.). Additionally, all UPS and Asendia orders placed after 8:00am EST on Friday will ship out on the following Monday.
U.S. Shipping Holidays
International Shipping Holidays
Please refer to the carrier site for your country for a list of shipping holidays.
By placing an order with Powder City LLC you are entering into an agreement mandating compliance with Powder City LLC's shipping policy.
We do our best to ship out orders as quickly as we can to customers. Orders are usually shipped the same day they are processed using one of the several methods offered by our carriers. See Shipping Methods and Shipping Time Frame for specifics about each method and time frame for delivery.
We do not offer a Will Call option as we do not operate a physical retail location at our headquarters in York, PA. We are strictly an e-commerce business and all orders must be shipped out to our customers via one of our shipping methods we offer through our site.
Shipping Methods and Shipping Time Frame
We offer shipping through Asendia, the United Parcel Service (UPS), and the United States Postal Service (USPS). Our Asendia services are only available internationally and are utilized as a hybrid shipping method with USPS for international orders. International orders placed using Asendia PMI or PMEI will start with Asendia and transfer over to USPS to finalize delivery. We use this service as a way to pass on savings to our customers for shipping on international orders. UPS options are available both domestically and internationally.
Shipment tracking will be available for all domestic orders. Shipment tracking for international orders include Asendia’s EPacket, all UPS variants, USPS Priority, and USPS Priority Express. Shipping time frames are provided with each of the different methods listed below. International shipping time frames are subject to change if customs holds the order for inspection. This can take up to an additional 4 weeks beyond the normal time frame to be released and reach a customer.
Free Standard shipping may utilize one shipping carrier or a combination of shipping carriers that best suits our commitment to deliver an order within the expected time frame of 3-6 business days from the date of ship. Individuals often use USPS, UPS, or any combination of the two to meet this delivery expectation. Business days do not include weekends or holidays.
We do not offer an option with any of our carriers that would guarantee Saturday delivery.
- UPS shipping options are for business days only. We do not offer UPS Saturday delivery.
- USPS does deliver mail on Saturdays; however, this isn't considered a business day and is not guaranteed as part of a shipping service time frame.
Our Asendia service is only available internationally and encompasses a few different options. None of these options are insured or guaranteed under Asendia, however those options for insurance and guaranteed time frame for delivery may be available under another shipping method with a different carrier. Please visit Asendia for more information.
This is not a guaranteed or insured service but is trackable and includes delivery confirmation. Delivery for these packages range from an average of 7-10 business days, but can take as long as 2 weeks in some cases.
This service is only currently available for orders to Canada.
Canada (CA Standard International)
- Estimated delivery time for this method is 1-2 weeks for delivery and is not guaranteed to deliver by a specific date.
International Priority Airmail ships to all of our eligible countries. This service is not trackable and can take 1-5 weeks to be delivered.
Priority Mail International ships to all of our eligible countries. Through this service Asendia and USPS team up to deliver packages.
Delivery time is estimated at 5-12 business days. This shipping method is not a guaranteed service to arrive on a certain date. The time frame does not include the time that a package is held and inspected by customs. Tracking for a limited number of countries and insurance may be available. See list of countries for tracking.
Delivery time is estimated at 7-12 business days. This shipping method is not a guaranteed service to arrive on a certain date. The time frame does not include the time that a package is held and inspected by customs. Tracking for a limited number of countries and insurance may be available. See list of countries for tracking.
Priority Mail Express International ships to all of our eligible countries. Similar to PMI, this service works with USPS to deliver packages and estimates 5-7 business days for delivery including processing time. This is not a guaranteed service. For many major markets, the actual number of days may vary based on origin and customs delays.
As previously mentioned, UPS is available both domestically and internationally. UPS does not ship to P.O. Boxes, APO, FPO, or DPO addresses. If you wish to ship to a P.O. Box, APO, FPO, or DPO address, you must choose USPS as your shipping method. All UPS services are guaranteed.
Additionally, we offer a number of different UPS options, including, but not limited to, Ground, Second Day Air, and Next Day Air.
Delivery can take from one to five business days within the continental U.S. and is guaranteed to arrive by a certain date, specified by UPS and maintained by UPS's Policy. Again, this service cannot ship to APO, FPO, DPO addresses, or P.O. Boxes. Below is an outbound view of transit time for this option in regards to our location. For more information regarding this service, please visit UPS.
UPS 2nd Day Air
Delivery is guaranteed two business days from date of shipment and cannot be used to ship to APO, FPO, DPO addresses, or P.O. Boxes. Please visit UPS for more information on this service.
UPS Next Day Air
UPS has a few Next Day options. Each have specific cutoff times and delivery expectations. These are guaranteed services by UPS. UPS shipping methods cannot be used to ship to APO, FPO, DPO addresses, or P.O. Boxes. Please visit UPS for more information on this service.
Next Day Air Early AM
- Next business day delivery by 8:00 a.m. to major cities in the 48 contiguous states
- Next business day delivery by 8:30 a.m., 9:00 a.m., or 9:30 a.m. to most other cities in the U.S. including Anchorage, Alaska
- Additional extended delivery locations are guaranteed up to 2:00 p.m. Optional Saturday pickup and delivery available in selected locations.
Next Day Air
- Next business day delivery by 10:30 a.m., 12:00 noon, or end of day, depending on destination
- Saturday Delivery is NOT available for this option.
Next Day Air Saver
- Next business day delivery by 3:00 or 4:30 p.m. where UPS Next Day Air® delivery is committed by 10:30 a.m. or 12:00 noon, respectively
- Saturday Delivery is NOT available for this option.
UPS International ships to all of our eligible countries. International orders through UPS can be subject to duties, import taxes, and/or customs fees. These fees are the responsibility of the recipient. If a shipment is refused and returned, the customer will be responsible for any import taxes and/or return shipping costs incurred by Powder City.
These fees are specific for each destination country, therefore we do not know what the amount will be. That being said, we attempt to declare parcels below purchase costs to avoid these fees and to assist in keeping these costs low in general.
A country's customs department may require additional information in order to clear your shipment for delivery. If they ask you for an invoice or commercial invoice, you can find your invoice history under your profile. If you need further assistance please contact Customer Service.
Similar to its domestic equivalencies, UPS offers a wide range of international shipping services. These shipping options differ dramatically depending on the country you reside in. To see if you qualify for these services or for more information on these services, please visit UPS.
Our USPS shipping options are available for both domestic and international customers and include First Class, Priority and Priority Express variants.
Our USPS shipping options do cover all 50 states including all territories. Only USPS First-Class and Priority services ship to APO/FPO/DPO addresses.
First class packages are not guaranteed or insured and can take anywhere from 3-6 business days to deliver. Additionally, this service is only applicable for packages weighing less than 13 ounces. For more information regarding this service, please visit USPS.
This service is also not guaranteed to arrive on a certain date, however, these parcels typically take anywhere from 2-4 business days to deliver. This service does come with insurance up to $50, with some exceptions. For more information on this service, please visit USPS.
This is a guaranteed service with an estimated delivery time of 1-2 business days and is dependent upon when the package hits the mail stream and delivery location. These shipments are also insured up to $100, with some exclusions. USPS Express does not ship to P.O. Boxes, APO, FPO, or DPO addresses. For more information, please visit USPS.
USPS International ships to all of our eligible countries. International shipments can be subject to duties, import taxes, and/or customs fees. These fees are the responsibility of the recipient. If a shipment is refused and returned, the customer will be responsible for any import taxes and/or return shipping costs incurred by Powder City. These fees are specific for each destination country, therefore we do not know what the amount will be. That being said, we attempt to declare parcels below purchase costs to avoid these fees and to assist in keeping these costs low in general.
A country's customs department may require additional information in order to clear your shipment for delivery. If they ask you for an invoice or commercial invoice, you can find your invoice history under your Powder City account. If you need further assistance, please contact Customer Service.
This service is not guaranteed to arrive on a certain date, and delivery time will vary greatly depending on the country. We estimate anywhere from 1-3 weeks; however, we have seen packages take up to 5 or 8 weeks to deliver in extreme cases. These packages will be delivered using your country’s local mail service. No tracking information is available for this service except for a small number of countries. For more information on this service and a list of trackable countries, please visit USPS.
Eligible Countries for Shipping
We ship to several countries around the world and are always updating our list of countries we ship to. The best way to confirm if we ship to your country is to check your shopping cart. You must first add items to your cart to view shipping options. In the shopping cart, you can select your country to verify that we ship to you. You can also add your postal code to get an estimated shipping cost before completing your order.
Please note that not all shipping methods go to all countries. When placing an order and the country is selected, the shipping options available for that country will be populated to choose from.
Ineligible Countries for Shipping
There are a list of countries we do not ship to in our FAQs. This list is updated as necessary after experiencing issues with shipping to a country.
Reasons why we may stop shipping to a country include:
- Customs regulations are too strict - Items being seized by customs and resulting in loss of product
- Delivery Issues - High number of orders failing to be delivered to customers once the package has turned over to the local postal system
Note: We never recommend using a third party forwarding company to have an order shipped to an ineligible country. We are not responsible for orders placed and shipped to third party forwarding companies. Once these packages are delivered to those third party companies we have no control over what happens to them after that point.
We cannot file any claims for lost or missing items after packages are delivered to these companies. We cannot provide any refunds after packages are delivered to these companies. We can not guarantee the handling of the products after packages have been delivered to these companies which could have a negative result on the quality and condition of the product before it reaches its final destination.
We understand that shipping issues and mistakes can occur. We also realize that although we try to prevent potential shipping mishaps by providing numerous options for shipping methods as well as countries that we ship to, this broadens the spectrum for how many issues may potentially arise.
We provide the following information regarding potential shipping issues to help clarify some of the more common scenarios. If you have a shipping issue, please see below for what may apply to your situation and hopefully provide better insight for next steps. As always customers can reach out to us through our Contact Us page on our site and we will be happy to assist in any way we can.
Shipping Address Provided was Incorrect
Scenarios where this is correctable
If you choose UPS Next Day Air, UPS 2nd Day Air, or UPS Ground as your preferred shipping method, we are happy to correct minor errors in your address. However, we can only do so if we are updated about these mistakes in a timely fashion.
- Minor Errors include missing apartment numbers or changing a couple of digits in a postal code.
- Major address changes such as shipping to a completely different street address, city, state, or country may be possible but are subject to an additional intercept fee. This fee is mandated by the carrier, not our company.
If you would like an intercept to be made to your order, you must agree to the surcharge over the phone with one of our customer care representatives before the change can be made.
Scenarios where this is not correctable
We are not able to modify addresses for orders shipped with USPS First Class, USPS Priority, or USPS Priority Express International if the package has already left our facility as rerouting expenses with USPS are prohibitive in nature, around $20. If you would like an exception to be made to this policy, you must agree to the surcharge over the phone with one of our customer care representatives before the change can be made.
Tracking shows as Delivered to Incorrect Address
Powder City is not able to retrieve orders that have been delivered to an incorrectly provided address. We send packages to the address provided at the time of order and fulfilled our obligation by sending the order to that address.
- If a Forward of Address has been filed with the Post Office any packages being delivered by USPS should forward to the new address
- We also suggest that if the incorrect address is in your area to go to that address and request your package
- If the original package is returned to us we will reach out to the customer who placed the order and notify them that we received it back and offer a refund for the cost of the product or a reship of the order
- The reship of the order is subject to a reship fee as there is a cost associated with having to send the package out again.
Note: This only applies to orders with an incorrect shipping address. If your shipping address is correct, refer to Disputed Deliveries.
Occasionally packages are returned to us as undeliverable for a variety of reasons. For undeliverable packages we can issue a refund for the order price or discuss reshipment options, depending upon the reason for the package being returned.
Please note that if the reason for the returned package was not the fault of Powder City LLC, a reshipped order with address correction is subject to a charge for the cost of shipping to send that order out again. Please visit our reship policy for more information on this.
Undeliverable items are subject to our standard 3-5 business day processing time. This window begins on the date the package was received at our warehouse. If you would like to expedite redelivery, you may place a new order.
Rejecting receipt of a package is considered returning the package without Powder City's consent and may be subject to a 25% restocking fee. Any fees and shipping charges incurred will be deducted from any applicable refund amount.
Missing Packages/Lost in Transit
Occasionally packages are not delivered in the expected time frame for the method chosen and are not able to be located via the tracking details. Once this happens, the package is considered missing in transit. If a package falls into this category, once notified Powder City will reach out to the carrier to request an update to the tracking info. Where applicable a claim will be initiated. From the time that the request is initiated, we allow the carrier up to 7 days for the opportunity to locate the package and update the tracking details. If there are no updates after 7 days has passed, on the 8th day Powder City can issue a reship or refund as necessary for the situation.
Packages Delayed in Transit
Powder City LLC is not responsible for delays in delivery times caused by weather related natural disasters or other situations. All shipping methods utilized are at risk of potential delays. That notwithstanding, we do hold our carriers accountable for delivery time frames and will work to get your order to you by the expected delivery time frame where possible.
Asendia provides information about situations that may cause potential delays on their site. We encourage customers to review this information about these global hot spots to see if you could be effected by these potential delays.
This service does not provide fully traceable packages. If your package has not arrived within 5 business days from its estimated delivery, please contact us and we will rectify the matter from there.
For all other Asendia delivery issues please refer to the appropriate USPS equivalencies.
The estimated time frame for delivery by this option is 3-6 business days. Due to this method not being a guaranteed service it can some times take longer for updates to tracking and delivery to occur. We allow an additional 5 business days beyond the 6th business day for updates and delivery to occur. That's a total of 11 business days that we give USPS to update and/or deliver. If your package has not been delivered after the 11th business day we can issue a reshipment to you for the order.
The expected time frame for delivery by this option is 2-4 business days. Though it is not a guaranteed service after the 4th business day we can initiate a request for a tracking update to determine if a claim needs to be initiated with USPS. We allow up to 2 additional business days for updates and delivery to occur, however the shipping cost can be refunded immediately if the package has exceeded the 4th business day without being delivered.
The expected time frame for delivery by this option is 1-2 business days. This is a guaranteed service and if not delivered in that time frame a claim can be initiated immediately with USPS as well as a refund provided for the cost of shipping. We allow up to 2 additional business days for updates and delivery to occur. If your package has not been delivered after the 4th business day, we can issue a reshipment for you on the 5th business day.
The estimated time frame for delivery by this option is 1-3 weeks under normal circumstances and in some rare instances can take between 5 and 8 weeks to deliver. Delays of this type are often associated with customs clearance and are not considered part of the transit time for delivery. If the order has not delivered after 6 weeks from the shipped date, please contact support so that we can initiate steps for a resolution.
These packages estimate quicker delivery rates; however, customs processing time is not included in estimated delivery rates. If you notice any unusual delays before or after your package has entered customs, please let us know and we can open an investigation on your behalf. International investigations can take up to 25 days to be completed; however, we will do what we can to expedite the process.
All UPS Options
Delays with UPS are very uncommon as this is our most reliable shipping service. If your delivery is postponed, please contact us for further instructions.
For packages that show delivered but are not actually received, we recommend waiting 24 hours before taking action in resolution. It is possible that the tracking information was incorrectly updated and that your package will be delivered the following business day. After waiting this period of time, we recommend reaching out to your local post office to inquire about the status of your package.
Once these steps have been completed, we can proceed with opening our own investigation with USPS. These investigations usually take up to 4 business days to be completed, not including the filing date. Upon finalizing the investigation we can proceed with a resolution. If your case qualifies for a reshipment, we will require signature confirmation on your reshipped parcel. This helps prevent the same actions from recurring and helps ensure you receive your order.
If your package arrives to you in damaged or poor condition, we ask that you please take pictures of both the outside of the package as well as any damaged items contained inside. We will use these pictures to file a claim against the carrier. As damages can be unique to each circumstance, so will the remedy. Please contact us with these photos, and we will work with you to come to a satisfactory resolution.
Signature Required Deliveries
For the security of our customers, orders over $300 will require signature confirmation for delivery. This is so that we can ensure customers receive packages of greater value without the risks associated with unverified delivery methods. It is the responsibility of the customer to be available for delivery so that a package can be signed for. Carriers can make up to three attempts (1 original, plus 2 additional) to deliver a package to the destination. Customers are also responsible for contacting the carrier for scheduling additional delivery attempts.
Order Modifications and Cancellations
Due to our commitment to getting orders to customers as quickly as possible, we are not typically able to modify or cancel orders.
The window between the time orders are placed and when we begin processing them is extremely small. Once orders begin processing we cannot modify or cancel your order. We strongly encourage double-checking your information at checkout to prevent any errors. Contacting us promptly upon completion of an order and utilizing the correct Contact Us form are steps that increase our chances of modifying or cancelling an order.
Similar to order changes, shipping changes will most likely not be possible after a package has begun processing. Most incorrectly addressed packages will return to our facility, at which point we can issue you a reshipment. If the incorrect address is not the fault of Powder City, then the reshipment of the order is subject to an additional shipping charge.
To expedite these situations, we ask that you provide your corrected shipping information so we have that available on file to process your reshipment when the time arrives.