Shipping and Returns Policy
- After you place and pay for your order, you should immediately receive an email acknowledgement. Please check your junk mail folder if you do not see this email.
- We ship most orders within one business day after they are placed. We do not ship on Fridays, Saturdays, Sundays or on Holidays.
- We ship via UPS and FedEx ground service. At this time, there is no expedited shipping option available.
- When we print the shipping label, you should receive an email with tracking information. If you don’t see this email within two business days of placing your order, please check your junk mail folder.
- We offer free shipping on orders of $100 or more available to addresses in the continental U.S. If you are in Alaska, Hawaii or outside the U.S., contact our Customer Service Department so we can make special arrangements.
- Connecticut, New York and Illinois have enacted laws prohibiting the use of automated misting systems. We will not accept an order with a ship-to address in those states
- We cannot ship to a PO Box or to a Military (APO/FPO) address.
- Normal carrier delivery times are 3-4 days after your package leaves our warehouse.
- If your order is shipped in multiple boxes, you will receive multiple tracking numbers. You may or may not receive your entire order on the same day.
Out of Stock/Backorders:
- We do not allow or keep track of backorders (and the need is very rare.) If we are out of stock on any item in your order, we will contact you to find out if you would prefer for us to ship the order without the item (with a partial refund) or to cancel the order (and receive a full refund.)
Cancelling an Order:
- If you wish to cancel an order, please call our Customer Service Department. We will attempt to stop the order from shipping but due to our short turnaround times, it may not be possible.
- If we cannot stop the shipment, we will send you an email that includes return instructions and a shipping label, which will enable you to drop the item off at the carrier location for shipping it back to MistAway on our account.
- After we receive the return shipment and ensure it meets our criteria for returns, we will issue a refund after subtracting the carrier charge for the return shipment.
Item missing from order:
- You have 7 business days after receiving a shipment to call our Customer Service Department and notify us that there is an item missing from your order. After confirming the mistake, we will ship the missing item without a shipping charge.
We ship the wrong item:
- You have 7 business days after receiving the shipment to call our Customer Service Department and notify us that we shipped the wrong item. After confirming the mistake, we will ship the missing item without a shipping charge.
- Depending on the item, we may also ask you to return the wrong item to us. We will send an email that includes return instructions and a shipping label which will enable you to drop the item off at the carrier location for shipping it back to MistAway on our account.
- To thank you for going to the trouble of reducing the cost of our mistake, when we receive the item, we will issue you a coupon code for a discount on your next order with us.
Carrier loses the shipment:
- If you do not receive your shipment within 7 days of ordering, contact us to initiate a trace with the carrier. After a reasonable time has passed and the package is still lost, we will reship the order with no shipping charge and file an insurance claim with the carrier.
Carrier damages the shipment:
- If there is obvious damage to the product/packaging at the time of delivery, please refuse the order and immediately notify our Customer Service Department of the problem.
- If the package is already delivered – either signed for by the customer or left by the driver – and you discover damage, you have 7 business days to call our Customer Service Department and notify us about the damage so that we can initiate the insurance claims process.
- Keep the damaged item and shipping carton to support the claims process. Do not use an item if you believe it to be damaged. We will ask you to provide us with photos of the whole shipment as well as closeups of the damage. After confirming damage, we will reship the damaged items without a shipping charge.
You provide the wrong shipping address:
- If you entered the wrong shipping address in the online store and the package is returned to MistAway, at your option, we will either 1) issue a refund for the order less carrier return shipping charges or 2) charge you for carrier charges and reship the order.
- If you entered the wrong shipping address in the online store and the package is lost or shipped to another person due to an incorrect address, it is your loss.
You refuse to accept the shipment:
- If you refuse a shipment that is not damaged and it is returned to us, we will issue a refund for the order after subtracting carrier return shipping charges and a 20% restocking fee.
You want to return an item:
- MistAway will accept a return on items that are in new, unused/unopened condition within 30 days of purchase for a refund, net of carrier return shipping charges and a 20% restocking fee.
- All returns require a Returned Good Authorization (RGA). If you wish to return an item, please contact our Customer Service Department for a RGA. We will not guarantee a refund for any return shipped without an RGA.
- Once we issue the RGA, we will send an email that includes return instructions and a shipping label, which will enable you to drop the item off at the carrier location for shipping it back to MistAway on our account.
- After we receive the return and ensure it meets our criteria for returns, we will issue a refund after subtracting the carrier charge for the return shipment and a 20% restocking fee.