Which company will ship my package?
Our preferred carrier is UPS – United Parcel Service. We feel UPS reflects our customer’s needs best; they are fast, efficient and address problems with damaged and lost packages quickly. It’s because of their exemplary customer service and attention to detail that we feel UPS best fits our shipping, delivery and customer service needs.

How do you ship your packages?
Our packages, unless otherwise specified, are shipped via UPS Standard Ground. This shipping method offers delivery to most destinations within the continental United States within 7-10 days, but we find most of our packages reach their destination within 3-5.

If you need a package to arrive at it’s destination by a specified date, you must indicate an alternate shipping method (i.e. Overnight, 2nd Day Air, 3 Day) before check out. Alternate shipping methods are presented to you before check out and can be verified at that time. All rates for alternate shipping methods are the sole responsibility of the customer. Please be sure to always check your shipping options before completing the check out procedure as alternate shipping methods are not subject to shipping specials. Be sure the shipping method you’ve chosen is the one you want.

How do you calculate shipping charges?
Shipping charges and rates are determined based on the total weight of your package as determined by UPS. Cybele Gifts does not add any ‘administrative’ or ‘handling’ charges to your shipping costs.

I mistyped the information for the ‘shipping address’ how can I change it?
Though we all make mistakes, we urge our customer to check, double check and re-check the information contained in the ‘shipping address’ field to ensure no delivery problems. IF the customer contacts us before the package has been shipped out we are able to make changes at no additional charge to the customer as the package is still in our possession. However, if the package has been handed over to UPS for delivery, there is an additional charge to correct the address, and if possible, redirect the package. It is the customer’s responsibility to ensure the information they provide to us is correct, any charges assessed by UPS for corrections or to redirect a package is the responsibility of the customer and their account will be charged accordingly.

Do you accept international orders and if so, how do ship?
Yes, we gladly accept international orders. We know there are online retailers that do not ship overseas because it is too time consuming, but we’re not one of them. We realize many of our products are not available to many international customers so we are happy to ship international orders via USPS Global Express Mail. We choose USPS Global Express Mail because insurance is provided, you are assured delivery within 3-5 business days and both the customer and Cybele Gifts are able to track the package, and its progress online via the USPS tracking number provided (Cybele Gifts always sends email confirmations containing USPS tracking information on international orders where an email address is provided).

After an international order has been placed via our secure online connection, we weigh your package and contact you with a quote for the additional shipping charges. In the quote we ask for a return email confirming acceptance of the USPS shipping charges. Once accepted the additional charges are added to your order and your package is processed and shipped the same day. We never add any administrative fees for processing your order, what USPS quotes us is what the customer pays, there are no hidden costs or administrative fees.

The shipping costs for international orders are based on the weight of the package as determined by USPS. All costs are clearly detailed in your shipping invoice and on the outside of the package as required by customs agents.

How fast will my order be shipped out?
All items are usually in stock, ready to ship the same day. If your order is received before 12:00pm PST your package will be delivered to UPS for shipment the day your order was received. If your order was received after 12:00pm PST your order will be delivered to UPS for shipment the next day, or in the case of a weekend or statutory holiday, the next business day. Cybele Gifts is open Monday – Friday 10:00am to 5:00pm PST. We are closed on weekends and all statutory holidays.

Our usual shipping method, when not specified, is UPS Standard Ground. This method offers delivery to destinations in the continental United States within 7-10 days, but we find most of our packages reach their destination within 3-5. Again, if you have any questions about which shipping method to choose it is the customer’s responsibility to contact us for further information as we cannot guarantee delivery dates sent via UPS Ground.

Any special shipping requests, i.e. Overnight, 2nd Day Air or 3 Day Delivery are always processed the day they are received, regardless of the time received, to ensure the package reaches its destination on time. If you have any concerns about whether or not your package will arrive at its destination on time, review our shipping options to be sure you select the appropriate shipping method.

If I need an order for a special event how can I be guaranteed it will arrive on time?
First, if you require a package reach you by a certain date, call us to be sure all the items you want are in stock ready to ship the same day. Most items are but as our vendors from time to time experience production issues at their end it is best to double check before placing your order. After we have verified all items are ‘in stock’ we will need to determine the appropriate shipping method that will ensure your package arrives on time. We offer a variety of shipping methods from Overnight, 2nd Day Air and 3 Day that will ensure you receive your package by the specified date. Keep in mind these shipping methods are more expensive and will be charged to your order based on the method you choose. FREE SHIPPING only applies to orders being shipped UPS Standard Ground, any other shipping method is the responsibility of the customer.

How can I insure my package, do I need additional insurance?
There is no need to purchase additional insurance because all orders are insured for the replacement value of the package. That means if your package is lost or stolen Cybele Gifts & UPS will immediately send replacements at no additional charge.

Can I track my package?
When you have completed the online order process you will receive an email confirmation for the order placed along with a UPS tracking number provided you’ve submitted a working email address. UPS automatically forwards tracking information to customers that include an email address with their order – be sure to include yours. Email notifications are sent at approx. 5:30PM PST , after your package has been scanned at our local UPS dispatch center. With your confirmation number you can track your package at www.ups.com. If no email address is provided we are unable to offer this service so be sure to provide an email address where possible.

Tell me more about your FREE SHIPPING specials, how do they work?
To pass along savings to our customers we offer a number of ‘shipping specials’ in the way of FREE SHIPPING. Customers qualify for FREE SHIPPING when placing VOTIVO orders containing VOTIVO ITEMS ONLY in the amount of $55.00 or more, and on any combination of products totaling $99.00 or more. If you place an order for a variety of products and there are at least $55.00 worth of VOTIVO products in the order you qualify for FREE SHIPPING. For any $55.00 order that contains a variety of products that are not exclusively VOTIVO the order is subject to shipping charges unless it totals $99.00 or more. Any $55.00 order that does not exclusively contain VOTIVO products is subject to the appropriate shipping rate based on the weight of the package. Any and all shipping charges are reflected at check out. If you feel your total does not accurately reflect the shipping specials as listed above please contact us for clarification.

Our FREE SHIPPING specials apply only to the continental United States and do not include shipments to Hawaii , Alaska or international orders. For orders with shipping addresses to Alaska and Hawaii standard shipping rates based on the weight of the package apply and will be charged to the order at check out.

Shipping specials do not apply to International orders. For more information on International orders, please see the information for International orders below.

Why was I charged shipping when I placed an order for $55.00?
It is important to know that our shopping cart automatically calculates shipping charges based on the weight of your package. If you place an order that meets the criteria for one of our shipping specials you are not charged the cost of shipping though it may show up in your shopping cart.

We have tried to be competitive by offering the best shipping specials possible but sometimes our customers miss the fact that any order totaling $55.00 does not automatically qualify for FREE SHIPPING. Unless ALL of the items in a $55.00 order are VOTIVO products the package does not qualify for FREE SHIPPING. If your package does not qualify for FREE SHIPPING as outlined above, the appropriate shipping charges will be added to your total.

To avoid any confusion please be sure you have read and are familiar with our shipping policies as they pertain to FREE SHIPPING. As always if you have questions, please give us a call. We will be happy to answer your questions and offer alternatives.

What happens to my order when items I’ve ordered are ‘out of stock’ or are discontinued?
At Cybele Gifts we do our best to ensure everything you see on our website is current and in stock, however, there are times when you may choose an item that has not been received in our inventory or has been recently discontinued. If your order contains any item fitting that description we will contact you to inquire if you would like us to either send a substitute or delete the item in question and ship the order as is.

A lot of our customers ask us to ‘hold’ orders until the items are received but we prefer not to do this as additional shipping charges are incurred by the customer that negate any shipping specials they would receive when shipping a single order. As Cybele Gifts covers the cost of shipping charges for a customer who qualifies for FREE SHIPPING, we are unable to offer the same discount for partial or split orders where a second shipment is requested. If a customer insists on receiving a partial order and wants Cybele Gifts to ‘hold’ the remaining items until they are in stock, thereby creating a second order, additional shipping charges apply and are the responsibility of the customer requesting the hold.

Can I place one order and ship to two different addresses?
Yes, you may but free shipping will only apply to one of the packages, standard UPS shipping rates will apply to the second package. Shipping specials, specifically FREE SHIPPING, only apply to a single shipment that means only one address. Should a customer choose free shipping on an order and request the shipment be split to be sent to two separate mailing addresses, one order will receive FREE SHIPPING but the second is subject to the standard UPS Ground Shipping rate. You cannot place one order and qualify for FREE SHIPPING on two separate mailing addresses.

Why do you want my email address?
We ask for your email address for two reasons:

1. to forward email confirmations of your order and to send you the UPS tracking information for
your package, and

2. should we have any questions for your about your order and are unable to reach you by
telephone we have a means to contact you.

Rest assured we do not sell or share your personal information or email addresses with any third party or outside agency. This is for our own personal use so we are able to pertinent information to you on your order.

How do I report a lost, damaged or stolen package?
Any items broken or damaged in shipment will immediately be replaced by Cybele Gifts and UPS. UPS covers the cost of broken or damaged items as a result of shipping. In order to be sure to receive replacement for broken or damaged items you MUST contact Cybele Gifts within 30 days of the date of the order to report a damage/broken item. To report a broken or damaged item, please contact Cybele Gifts directly or via email at: cybelegifts@hotmail.com.

In the case of lost packages UPS must launch an investigation to determine what happened to the original. To do so in a timely manner our customers have 30 days from the date the order was placed to file a report, launch an investigation and receive a replacement. The 30 day time frame is strictly adhered to and is a UPS guideline which Cybele Gifts has no control over. Again, Cybele Gifts is under no authority to change or alter this UPS time frame, therefore, if you suspect your package is lost you must report it to Cybele Gifts immediately. If you notify us within the 30 day timeframe we will immediately send a replacement at no additional charge to you.

To report lost items or problems with your shipment you may either call us or email us at cybelegifts@hotmail.com.

What happens if I refuse a package or return a package?
It is important for all our customers to note that no return(s) will be accepted without first receiving a return authorization code. All customers wishing to return any items must first contact Cybele Gifts to obtain a return authorization code they must place clearly display on the outside of the package. Any package not reflecting this code will be refused and re-sent to the purchaser or specified address. The additional cost of re-shipping the item is the customer’s responsibility and thus any and all shipping costs associated with the returned shipment will be charged to the customer’s account regardless of any shipping special they may have received. To avoid any problems with returns please read our Return Policy or contact us directly for full details.

If UPS attempts to deliver a package and the customer refuses it, the package is returned to Cybele Gifts. Items returned as ‘undeliverable’ or ‘refused by sender’ are subject to additional shipping charges for the return delivery as assessed by UPS. In addition a 20% restocking fee is assessed by Cybele Gifts for the administrative costs of processing and packaging the order for delivery. It can be costly for a customer to refuse an item for delivery and so we encourage all of our customers to be aware of the fact UPS will be attempting to deliver their package to the specified address.

What happens if my package was damaged in a storm, flood, hurricane, earthquake, heat wave, tornado, volcanic eruption or any other natural disaster? What do I do?
In the case a package should go missing in case of a natural disaster you should contact us immediately at cybelegifts@hotmail.com. After we have received your missing package report we will do everything we can to locate and redirect your package to you.

If your items are damaged due to a natural disaster we will do our best to send you replacements, however, many insurance companies currently do not cover natural disasters. With the help of UPS we will do our best to get replacements to customers that have experienced a natural disaster. If you have had your items damaged in such an instance please contact us directly and we will try to collectively work to resolve the problem as best we can.

What are your shipping deadlines for major holidays?
The standard rule of thumb for holiday orders (keep in mind UPS does not delivery on statutory holidays and Sundays) are as follows:

HOLIDAY SHIPPING METHOD WEST COAST MIDWEST EAST COAST GROUND (FREE) 6 DAYS PRIOR 9 DAYS PRIOR 11-12 DAYS PRIOR 3 DAY SELECT 4 DAYS PRIOR 4 DAYS PRIOR 4 DAYS PRIOR 2ND DAY AIR 3 DAYS PRIOR 3 DAYS PRIOR 3 DAYS PRIOR NEXT DAY AIR 2 DAYS PRIOR 2 DAYS PRIOR 2 DAYS PRIOR

CHRISTMAS SHIPPING METHOD WEST COAST MIDWEST EAST COAST GROUND (FREE) ORDER BY OCT 19 ORDER BY OCT 16 ORDER BY OCT 14 3 DAY SELECT ORDER BY OCT 20 ORDER BY OCT 20 ORDER BY OCT 20 2ND DAY AIR ORDER BY OCT 21 ORDER BY OCT 21 ORDER BY OCT 21 NEXT DAY AIR ORDER BY OCT 22 ORDER BY OCT 22 ORDER BY OCT 22

 

REMINDER: During major holidays the demands on our inventory and that of our suppliers is considerable. While we do our best to try and anticipate the needs of our customers there are times we may not have the items you want in stock. We always recommend for holiday purchases, and for orders with tight deliver dates, that you contact our offices to ensure the items you want are in stock. Doing so