Shipping policy

By checking the Terms & Conditions box in your cart, you are acknowledging and agreeing to the following, including other policies linked within:

1. You are responsible for the accuracy of your shipping address entered at checkout. You must ship your order to an address where you will be able to accept delivery. Packages returned to us as undeliverable will be refunded, less shipping fees (both directions), and credit card processing fees. 
   
   
2. We may, in select circumstances and at our sole discretion, ship a package with a carrier other than the one selected at checkout, especially in cases where a faster shipment option becomes available at the same cost. In these cases, we will ensure that the alternate carrier provides an equivalent or better shipping timeframe to the method selected. Use of a carrier that differs from the one selected at checkout is not grounds for a refund or credit.
   
   
3. Orders are non-refundable once placed. Cancellations are not possible once a product has entered the shipping process and are subject to our return policy. MEDUSA, at our sole discretion, may authorize the cancellation of an unshipped order provided we are able to process the cancellation before it enters the shipping process. Should a cancellation be accepted, cancelled orders are non-refundable and are reimbursed in the form of a gift card / store credit. All gift cards are issued in US dollars (if applicable, at the exchange rate set in our system at the time). Requests for a cancellation with a refund are subject to our return policy.
   
   
4. Returns are completed on a case-by-case basis at the sole discretion of MEDUSA wherein the product is unopened, unaltered, and in original condition. If a return is granted by MEDUSA, you are responsible for all freight/shipping costs including any duties and/or taxes that may be applicable. Products shipped back to us without an authorized return are considered forfeited and will not be refunded. Refunds for authorized returns will be less shipping fees and credit card processing fees. There is no restocking fee for authorized returns. Please see our refund policy for full details.
   
   
5. Refusing a package at delivery does not constitute an authorized return. When packages are refused at delivery, the carrier charges additional return shipping fees that you will be responsible for. As shipments are sometimes split into multiple boxes, we will examine refused merchandise when it is safely received at our warehouse and issue a refund for the value of the returned merchandise, less shipping fees (both directions), and credit card processing fees. Processing of refused packages may take up to 30 business days. Please see our Refund Policy for full details.
   
   
6. If a product is being offered on a backorder, lengthened shipping timeline, or pre-order basis, the date provided on the product page and/or cart page is an estimated timeline for when the product will be available to ship to you, is not a guarantee, and is subject to change. Orders placed for products on backorder, lengthened shipping timeline, or pre-order basis are not cancelable and are non-refundable. You agree that by placing an order for a pre-order or backorder product, your payment method will be charged in advance at the time of the order, and you understand that shipping timelines are our best estimates at the time of the order and are subject to fluctuation.
7. Most orders ship from Guam, USA. International orders shipped outside of USA may be subjected to duties and taxes by the destination country's customs authorities. Any duties, taxes, and fees, are the sole responsibility of you, the customer. For more information on customs and duties, please refer to your local/federal customs organization. Packages returned to us due to refusal to pay import fees will be refunded, less shipping fees (both directions), and credit card processing fees. Processing of refused packages may take up to 30 business days.
8. We aim to process orders as soon as possible when they are received. Processing time for orders (the time between when you place your order and it leaves our warehouse) can vary between 1 - 14 business days unless otherwise stated during the checkout process. Please note that processing times are in addition to the in-transit time associated with your selected shipping method.
   
   
9. Upon receipt of your order, you must immediately carefully check the contents to ensure that you have received everything you have ordered. Retain all packaging including shipping labels and outer shipping cartons until you have confirmed your entire order has been received in good order. We are unable to process claims for damage or missing items if any packaging has been discarded. The outer packaging and shipping labels are required by the insurance providers in order for us to make a claim for any in-transit damage or loss of an item within the package.
   
   
10. Should an order arrive having been damaged and/or pilfered in transit, please accept the package and indicate to the courier that it was damaged. Do not discard the packaging - discarding the shipping packaging will void any shipping insurance. Immediately contact us at medusa.guam@gmail.com with photos of the condition in which the package was received (before opening) along with photos of the condition of all of the contents. 
    
    Please do not immediately refuse damaged packages. Packages returned to us due to refusal will be refunded, less shipping fees (both directions), and credit card processing fees. Processing of refused packages may take up to 30 business days. Please see our Refund Policy for full details.
    
    
11. We are not responsible for packages lost in transit if packages are shipped with insurance. Should a package be lost in transit or misdelivered at the fault of the carrier, an investigation will be opened with the carrier as soon as it is reported to us by you. Once the carrier has completed their investigation, the package will either be delivered to you by the carrier (if found), or if confirmed to be lost, a replacement will be sent or a refund will be issued once the carrier remits insurance payment. By ordering, you agree to abide by this resolution process to the exclusion of all other remedies that may be available to you. Please see our Refund Policy for full details.
12. Store Pickup orders must be picked up within 30 calendar days of being ready. Orders not picked up within this timeline will be cancelled and refunded, less payment processing fees (minimum $10) and a 10% restocking fee (minimum $10).
    
    
13. You may not repackage, resell, or list for sale on any platform any products purchased from us. 
    
    
14. We want to make sure you're happy with your purchase. To ensure we can best assist, you must report any issues or problems with an order (including but not limited to missing, damaged, defective, wrong item) no later than 14 calendar days of delivery by emailing medusa.guam@gmail.com. Do not discard any packaging until you have confirmed your order. Please see our Refund Policy for full details.
    

If you have any questions or require clarity, please reach out to our sales support team at medusa.guam@gmail.com or via the online chat widget in the bottom right-hand corner and we'd be happy to help!