Shipping policy
Our Shipping Policy
Cyan works with fulfillment partners around the world to help us deliver our products to you as quickly as possible. We are a small volume retailer and as such we work with multiple companies as fulfillment partners. On occasion this means your orders will be shipped by multiple vendors from multiple locations as separate packages, so please don't be alarmed if parts of your order arrive in separate shipments.
While we are not able to provide guaranteed delivery timelines, generally this is what you can expect:
Domestic/US Orders
- Orders ship Monday-Friday. In-stock products typically ship within 2-5 business days after you submit your order. Delivery time will depend upon selected shipping method, but typical delivery times are typically 1-3 business days for Express, 3-5 business days for Standard, and 5-8 business days for Economy.
International Orders
- Orders ship Monday-Friday. In-stock products typically ship within 2-5 business days after you submit your order. Delivery time will depend upon selected shipping method, but typical delivery times UP TO your countries customs are 2-4 business days for Express, 5-8 business days for Standard, and 8-14 business days for Economy.
- Once your order arrives at customs for your country it is out of our hands... Literally! While typically the customs process is "relatively" painless (although it may add a day or two to your overall shipping), on rare occasions your order may get "stuck" in customs for a variety of reasons. Unfortunately we have no real power to do anything once a package is in customs. We recommend you contact your customs authority for additional advice regarding your order.
Shipping Costs
Depending on where you live in the world, the shipping costs for your products can sometimes be... a bit shocking. Especially if you're using your experience with Amazon.com as the benchmark for what shipping should cost. It probably goes without saying, but here goes: we are a small-volume independent retailer and do not sell the sort of volumes of goods that allow us to leverage big shipping discounts (or absorb free shipping costs) the way Amazon, Walmart, Target and other large retailers can. What we can assure you of is this: we don't use shipping costs as a hidden "profit center" to squeeze a few more dollars out of our customers... We pass on the costs we're quoted by our fulfillment partners directly with no additional markup. That's just how we roll.
Customs, Duties, and Taxes
We are a small volume retailer and as such we work with multiple companies as fulfillment partners. On occasion this means your orders will be shipped by multiple vendors from multiple locations as separate packages. Cyan is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer.
Missing, Damaged, and Other Worst Case Scenarios
It doesn't happen often, but occasionally orders do get lost, damaged, or (on even more rare occasions) something shows up that isn't right, for one reason or another. Rest assured, we will never put profits above making it right for you, so while we don't yet have the technology to go back in time to correct the timeline in which something was wrong with your order, we can, and WILL bend over backwards to make it right! Get in touch by contacting us at store@cyan.com and we'll figure it out!
Split Shipping
Because we have multiple fulfillment partners, your order may ship in multiple packages. Don't panic if you get a shipping notice and the packing list looks incomplete! Chances are the rest will be soon to follow.