Shipping policy

Last updated: July 20, 2026

Thank you for shopping with 5 Twelve Designs and Beak & Tide.

This Shipping Policy explains how orders placed through our websites and connected sales channels are processed, produced, shipped, tracked, and delivered.

This policy applies to orders placed through:

www.beakandtide.com
www.5twelvedesigns.com
Our Shopify-powered online store
Any connected sales channel that directs customers to our Shopify checkout

Orders placed directly through a third-party marketplace may also be subject to that platform’s shipping and buyer-protection policies.

1. Made-to-Order Fulfillment

Many of our products are created specifically for each customer after an order is placed.

Unlike products pulled from traditional retail inventory, made-to-order products must first be produced, printed, inspected, packaged, and prepared for shipment.

As a result, the total time required to receive an order generally includes two separate stages:

Production and fulfillment time
Shipping and carrier transit time

The shipping estimate shown at checkout may include an estimated fulfillment period, an estimated carrier transit period, or both.

All production and delivery timeframes are estimates rather than guaranteed dates.

2. Order Processing and Production

After an order is successfully submitted, it may undergo:

Payment authorization
Fraud screening
Order verification
Product production
Printing or embroidery
Quality review
Packaging
Carrier pickup

Production generally begins shortly after an order is accepted.

Because production may begin quickly, changes and cancellations cannot be guaranteed after an order is submitted.

Contact us immediately if you need to request an order change or cancellation. An order is not considered changed or canceled until you receive written confirmation from us.

3. Production Times

Production times vary depending on:

Product type
Product availability
Design and printing method
Order quantity
Fulfillment location
Seasonal demand
Holidays
Equipment availability
Quality-control requirements
Circumstances outside our reasonable control

Any estimated production timeframe shown on a product page, at checkout, or in an order confirmation is provided for planning purposes only.

Production delays do not automatically qualify an order for cancellation or refund once production has begun.

4. Shipping Rates

Shipping charges are calculated and displayed during checkout before payment is submitted.

Shipping rates may be based on:

Delivery destination
Product type
Package weight
Package dimensions
Number of items ordered
Fulfillment location
Selected shipping method
Carrier pricing
Marketplace or promotional rules

Customers are responsible for reviewing and approving the shipping method and shipping cost before completing checkout.

Shipping charges may change without advance notice, but changes will not normally affect an order that has already been submitted and paid.

5. Free Shipping Promotions

We may occasionally offer free or discounted shipping.

Free-shipping offers may:

Require a minimum purchase amount
Apply only to certain products
Apply only to certain destinations
Exclude expedited shipping
Exclude taxes, duties, or customs charges
Be limited to a specific promotional period
Require a promotional code
Be subject to additional stated conditions

Unless otherwise stated, a free-shipping promotion applies to the least expensive eligible shipping method.

Free shipping does not mean expedited production or guaranteed delivery.

If a return or partial refund reduces an order below the free-shipping qualification amount, we reserve the right to deduct the original standard shipping charge from the refund where permitted by law.

6. Estimated Delivery Dates

Estimated delivery dates are calculated using the information available when an order is placed or fulfilled.

Delivery estimates are not guaranteed arrival dates.

An estimate may change because of:

Production delays
Carrier delays
Weather
Natural disasters
Holiday volume
Labor disruptions
Customs inspections
Transportation interruptions
Address problems
Failed delivery attempts
Security or fraud reviews
Events outside our reasonable control

We are not responsible for losses caused solely by an order arriving later than an estimated delivery date, except where responsibility cannot legally be excluded.

Do not schedule travel, events, photography sessions, gifts, or other time-sensitive plans based solely on an estimated delivery date.

7. Shipping Confirmation and Tracking

When tracking information becomes available, a shipping confirmation may be sent to the email address or telephone number provided with the order.

The shipping confirmation may include:

The carrier
Tracking number
Tracking link
Shipment date
Products included in the shipment

Tracking information may not update immediately after a shipping label is created.

It can take time for a carrier to:

Receive the package
Scan the package
Update its tracking system
Display movement through its network

A shipping label being created does not necessarily mean the carrier has physically received the package.

8. Split Shipments

Products in the same order may be fulfilled from different facilities or by different production partners.

An order may therefore arrive in multiple packages and on different dates.

Split shipments may occur because of:

Different product types
Product availability
Different production methods
Different fulfillment locations
Package size or weight limits
Faster delivery from separate facilities

Receiving only part of an order does not necessarily mean the remaining items are missing.

Customers may receive separate tracking information for each shipment.

Unless an additional charge was disclosed and approved during checkout, customers will not generally be charged extra shipping solely because we divide an order into multiple shipments.

9. Shipping Destinations

We currently ship only to destinations made available during checkout.

Available countries, states, regions, territories, military addresses, and postal areas may change based on:

Carrier availability
Fulfillment-provider limitations
Legal restrictions
Product restrictions
Customs requirements
Service interruptions
Marketplace requirements

If checkout does not accept a shipping destination, we may not currently be able to ship to that location.

We reserve the right to decline or cancel an order when we cannot legally or practically deliver to the supplied address.

If we cancel a paid order for this reason before fulfillment, we will generally refund the canceled amount to the original payment method.

10. Correct Shipping Information

Customers are responsible for providing a complete, current, and accurate shipping address.

Before submitting an order, verify:

Recipient’s full name
Street address
Apartment, unit, suite, or building number
City
State or province
Postal or ZIP code
Country
Telephone number
Any necessary delivery instructions

We are not responsible for delays, failed delivery, loss, or additional expense resulting from incorrect, incomplete, outdated, or improperly formatted address information supplied by the customer.

We will make a reasonable effort to request a correction, but address changes cannot be guaranteed after production or fulfillment begins.

11. Address Changes After Shipment

Once a package has been transferred to a shipping carrier, we generally cannot change its delivery address.

The carrier may offer services such as:

Package interception
Delivery redirection
Pickup at a carrier facility
Delivery-date adjustment
Vacation hold
Signature options

These services are controlled by the carrier, may not be available for every package, and may require an additional fee.

The customer is responsible for any carrier fee resulting from a requested delivery change unless we caused the original address error.

12. Incorrect or Undeliverable Addresses

If a shipment is returned because the address provided by the customer was incorrect, incomplete, outdated, unclaimed, refused, or undeliverable:

The original shipping charge is generally nonrefundable.
Additional shipping charges may be required before reshipment.
We may require written confirmation of the corrected address.
Reshipment is not guaranteed if the returned product is unavailable.
A replacement product may need to be produced.
Additional production and delivery time may apply.

We are not responsible for packages that cannot be recovered after being sent to an incorrect address supplied by the customer.

If the address error was caused by us or our fulfillment provider, we will work to provide an appropriate resolution.

13. Returned-to-Sender Packages

A package may be returned to the sender because of:

An incorrect or incomplete address
An unclaimed package
Failed delivery attempts
Refusal by the recipient
Carrier restrictions
Customs issues
Failure to pay required import charges
Other delivery problems

Do not assume that a returned-to-sender package will automatically be refunded.

Depending on the circumstances, we may:

Reship the package
Require payment of additional shipping charges
Produce a replacement
Issue a partial refund
Issue store credit
Take another reasonable action

Original shipping charges are generally nonrefundable when the return was caused by information or actions attributable to the customer.

14. Refused and Unclaimed Deliveries

Customers are responsible for accepting delivery and retrieving packages from carrier or postal facilities when required.

A package that is:

Refused
Left unclaimed
Not collected
Rejected because of unpaid customs charges
Returned after repeated delivery attempts

does not automatically qualify for a refund.

Any approved refund may exclude:

Original shipping charges
Return shipping costs
Customs fees
Carrier charges
Other nonrecoverable expenses

Personalized and made-to-order products may not be refundable after being refused or left unclaimed.

15. Carrier Delays

After a package has been transferred to a shipping carrier, its movement and delivery are largely controlled by that carrier.

Carrier delays may occur because of:

Severe weather
Natural disasters
Holiday demand
Transportation interruptions
Labor shortages
Facility closures
Mechanical problems
Security inspections
Customs processing
Local service disruptions
Incorrect routing
Other circumstances outside our reasonable control

A delayed package is not automatically considered lost.

We may ask customers to allow the carrier a reasonable amount of additional time to complete delivery before a lost-package claim is opened.

16. Packages Delayed in Transit

Contact us if tracking has not updated for an extended period or if the package is several days beyond its estimated delivery date.

Before contacting us, review:

The tracking page
Any carrier alerts
The shipping address on your confirmation
Local weather or service interruptions
Notices left by the carrier

We may contact the fulfillment provider or carrier, request an investigation, or ask the customer to provide additional information.

An investigation does not guarantee that the carrier will classify the package as lost.

17. Lost Packages

A package may be considered lost when:

The carrier confirms that it is lost;
Tracking has stopped updating for an extended period; or
The package has not arrived within a reasonable period after the estimated delivery date.

Claims for packages believed to be lost in transit must be submitted to us within 30 days after the estimated delivery date.

Your full name
Order number
Shipping address
Tracking number
A description of the issue
Any relevant carrier communication

We may require a carrier investigation before approving a resolution.

When a package is confirmed lost and the claim qualifies, we may provide:

A replacement shipment
A refund for the affected item
Store credit
Another reasonable resolution

A replacement will generally be our preferred resolution for a qualifying lost shipment.

Claims submitted after the applicable reporting period may be denied because the carrier or fulfillment provider may no longer permit an investigation or reimbursement.

18. Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it:

Confirm that the shipping address on your order was correct.
Check the mailbox, porch, garage, side doors, parcel lockers, reception desk, and other delivery areas.
Ask household members, neighbors, building staff, or property managers whether they accepted it.
Look for a carrier delivery photograph or notice.
Contact the carrier using the tracking number.
Allow a short period for the package to appear, since some carriers may mark packages delivered shortly before actual arrival.
Contact us if it still cannot be located.

A package marked as delivered is not automatically considered lost or eligible for a refund.

We will review available tracking information and help determine whether a carrier investigation is appropriate.

Refund and replacement decisions for packages marked as delivered are made on a case-by-case basis.

19. Stolen Packages

We are not responsible for a package that is confirmed as properly delivered to the address supplied by the customer and is subsequently lost or stolen.

We may help the customer review tracking information or determine whether a carrier claim is available, but assistance does not guarantee a replacement or refund.

Customers are encouraged to:

Use a secure delivery address
Monitor tracking
Retrieve packages promptly
Use carrier delivery alerts
Request a package hold where available
Use a staffed business address or secure parcel locker when appropriate

Customers should report suspected package theft to the carrier, property manager, or local authorities when appropriate.

20. Damaged Packages

If a package or product arrives damaged, contact us within 30 days after delivery.

Provide:

Your full name
Order number
A description of the damage
Photographs of the outside packaging
Photographs of the shipping label
Photographs of the entire product
Close-up photographs of the damage

Keep the product and packaging until the claim has been reviewed.

Depending on the circumstances, we may provide a replacement, refund, partial refund, store credit, or another reasonable resolution.

Damage caused after delivery, including damage caused by improper handling, washing, storage, alteration, or use, is not considered shipping damage.

Additional terms concerning damaged, defective, misprinted, or incorrectly fulfilled products appear in our Returns and Refunds Policy.

21. Missing Items

If an order arrives without one or more expected items, first confirm whether the order was divided into multiple shipments.

Review:

Shipping confirmation emails
Tracking numbers
Packing slips
Your order-status page

If all shipments show as delivered and an item is still missing, contact us within 30 days after delivery of the applicable shipment.

Provide your order number and identify the missing item.

We may ask for photographs of:

The products received
The shipping package
The shipping label
The packing slip

22. Incorrect Items

If you receive a product different from what you ordered, contact us within 30 days after delivery.

Provide:

Your full name
Order number
A description of the error
Photographs of the product received
Photographs of the product label or size tag
Photographs of the packaging and shipping label when relevant

Do not mail the product to the return address shown on the package unless we provide written instructions.

We will review the claim under our Returns and Refunds Policy.

23. International Orders

International orders may be subject to:

Customs inspections
Import duties
Value-added taxes
Brokerage charges
Handling fees
Local taxes
Product restrictions
Additional delivery delays

Unless expressly stated at checkout, customs duties, import taxes, and similar charges are not included in the product price or shipping charge.

The recipient is responsible for paying charges imposed by the destination country, customs authority, carrier, or local government.

We do not control these charges and cannot reliably predict their amount.

Contact the appropriate customs authority before ordering if you need information about potential charges.

24. Customs Delays

International packages may be delayed by customs authorities.

Customs processing times are outside our control and are not included in standard shipping estimates unless expressly stated.

We are not responsible for delays caused by:

Customs inspections
Import documentation reviews
Local regulatory requirements
Payment of duties or taxes
Product restrictions
Seizure based on prohibited or restricted imports
Failure by the customer to respond to customs requests

A customs delay does not automatically qualify an order for cancellation or refund.

25. Customs Refusals and Unpaid Import Fees

If a customer refuses delivery or fails to pay required customs duties, taxes, brokerage fees, or import charges:

The package may be abandoned, destroyed, or returned.
The original shipping charge is generally nonrefundable.
Return charges may be deducted from any approved refund.
Made-to-order and personalized products may not qualify for a refund.
Reshipment may require additional payment.

We are not responsible for products seized, rejected, destroyed, or abandoned because of destination-country import rules or unpaid charges.

26. Military and Remote Addresses

Delivery to military, island, rural, remote, or limited-service locations may require additional transit time.

Some shipping methods or products may not be available to:

APO addresses
FPO addresses
DPO addresses
PO boxes
U.S. territories
Remote postal regions
Carrier-restricted locations

Availability will generally be determined during checkout.

Carrier tracking may be limited after a shipment is transferred to a military or local postal network.

27. PO Boxes

Some carriers or shipping methods cannot deliver to PO boxes.

When a PO box is accepted during checkout, delivery may be completed by a postal carrier or transferred between carriers.

Customers should provide a physical street address when required by the selected shipping method.

We may contact the customer for an alternate address if the selected carrier cannot deliver to a PO box.

Failure to provide a usable address may result in delay or cancellation.

28. Expedited Shipping

When expedited shipping is available, it applies only to the carrier transit method unless expressly stated otherwise.

Paying for expedited shipping does not necessarily expedite:

Order verification
Product production
Printing
Embroidery
Quality inspection
Packaging

The product must still complete the normal production process before being transferred to the carrier.

Expedited delivery dates remain subject to carrier limitations and circumstances outside our reasonable control.

29. Delivery Instructions

Customers may provide delivery instructions during checkout where supported.

We cannot guarantee that:

The fulfillment provider will transmit the instructions to the carrier;
The carrier will accept the instructions; or
The delivery driver will follow them.

For important delivery arrangements, contact the carrier directly after tracking becomes available.

Do not include sensitive personal information in delivery instructions.

30. Signature Requirements

Some shipments may require a signature because of:

Order value
Product type
Carrier rules
Destination
Fraud-prevention measures
Customer request

Where signature service is available, additional charges may apply.

If a signature is required, the customer is responsible for ensuring that an authorized person is available to accept the delivery or for arranging pickup through the carrier.

Failure to obtain a required signature may lead to delay or return to sender.

31. Holiday Shipping

Production and carrier networks experience increased demand during holidays and promotional periods.

Orders placed near a holiday are not guaranteed to arrive before that holiday unless we expressly provide a written delivery guarantee.

Order early for:

Birthdays
Vacations
Weddings
Holidays
Events
Gift-giving occasions
Other time-sensitive needs

We are not responsible for disappointment, missed events, or other indirect losses caused by an order arriving after a requested date when no written guarantee was provided.

32. Preorders and Backorders

Certain products may be offered as preorders or may become temporarily unavailable after purchase.

Where applicable, product pages may provide an estimated availability or shipping period.

Preorder and backorder estimates may change.

When an extended delay occurs, we may:

Provide an updated estimate
Offer an alternative product
Allow cancellation of the affected item
Issue a refund for the affected item
Take another reasonable action

Available remedies may depend on whether production has started and on applicable law.

33. Shipping to Hotels and Temporary Addresses

Customers may ship an order to a hotel, vacation rental, campground, marina, temporary residence, freight forwarder, or similar location at their own risk.

Before ordering, confirm that:

The location accepts packages
The recipient name matches the reservation
The package can be held until arrival
The delivery timeframe is suitable
Staff will not refuse or return the package

We are not responsible if a temporary location refuses, misplaces, returns, or cannot locate a package that was properly addressed and delivered.

34. Freight Forwarders and Reshipping Services

Customers who use freight forwarders, package consolidators, reshipping companies, export services, or third-party delivery agents do so at their own risk.

Our responsibility generally ends when the package is delivered to the address supplied with the order, subject to applicable law.

We are not responsible for:

Loss after delivery to the forwarding service
Damage during repacking or onward shipment
Delays caused by the forwarding service
Customs issues arising from onward shipment
Address changes made by the forwarding service
Missing items after the package is reopened or repacked

Claims involving a forwarding service may require documentation showing the condition and contents of the package when originally received.

35. Marketplace and Social-Platform Orders

Orders placed directly through Facebook, Instagram, TikTok Shop, Shop, or another marketplace may be subject to that platform’s:

Shipping rules
Delivery estimates
Tracking system
Buyer-protection requirements
Claim deadlines
Refund procedures

Where a platform’s mandatory policies conflict with this Shipping Policy, the platform’s applicable rules may control the transaction.

Customers should generally submit shipping claims through the platform where the purchase was completed.

36. Changes to Shipping Methods

We may use a different carrier or equivalent shipping method from the one initially anticipated when reasonably necessary to complete delivery.

A carrier substitution may occur because of:

Service availability
Delivery destination
Package characteristics
Fulfillment location
Carrier disruption
Cost or routing limitations

We will not intentionally downgrade a paid expedited service without an appropriate adjustment or resolution where required.

37. Events Outside Our Control

We are not responsible for delays or failures caused by events beyond our reasonable control, including:

Natural disasters
Severe weather
Fire
Flood
Hurricane
Epidemic or pandemic
War
Terrorism
Civil unrest
Government action
Customs restrictions
Labor disputes
Carrier interruptions
Transportation failures
Utility outages
Internet outages
Supplier disruptions
Fulfillment-center closures

We will make reasonable efforts to communicate significant delays and complete affected orders when service resumes.

38. Refunds of Shipping Charges

Shipping charges are generally nonrefundable after an order has shipped.

Shipping charges may be refunded when:

We cancel the entire order before shipment;
We send the wrong product;
The entire shipment is confirmed lost;
The entire order is materially damaged because of a qualifying fulfillment or carrier error; or
A refund is otherwise required by law.

When only part of an order is affected, any shipping refund will be determined based on the specific circumstances.

Premium or expedited shipping charges may not be refunded when the delay was caused by circumstances beyond our reasonable control, except where applicable law provides otherwise.

39. No Guaranteed Delivery Unless Expressly Stated

No production estimate, tracking estimate, checkout estimate, carrier estimate, email, or customer-service message creates a guaranteed delivery date unless we explicitly state in writing that delivery is guaranteed by a specific date.

Even when a carrier offers a service guarantee, the carrier may impose exclusions or suspend that guarantee.

Any remedy associated with a written guaranteed-delivery commitment will be limited to the remedy expressly stated or required by applicable law.

40. Your Legal Rights

Nothing in this Shipping Policy limits any non-waivable rights available under applicable consumer-protection laws.

Where local law provides stronger mandatory rights, those rights will apply.

41. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes in:

Our products
Fulfillment providers
Shipping carriers
Delivery destinations
Shipping rates
Business practices
Platform requirements
Applicable laws

The updated version will be posted with a revised “Last updated” date.

Changes generally apply to orders placed after the updated policy becomes effective.

42. Contact Us

For questions about shipping, tracking, or delivery, contact:

5 Twelve Designs

Email: clientservices@5twelvedesigns.com

(904) 893-2622

Parent company website: www.5twelvedesigns.com

Brand website: www.beakandtide.com

Please include your order number in all order-related communications.