Shipping policy

Effective Date: 10-28-2026

This Shipping Policy explains how orders are processed, shipped, and delivered when you purchase from our website. By placing an order, you agree to the terms below.

1) Order Processing Time

Orders are processed within 1–3 business days (Monday–Friday, excluding public holidays). Processing time refers to the time needed to prepare your order for shipment (verification, packing, and dispatch).

During high-volume periods (such as promotions or holidays), processing times may be slightly longer.

2) Shipping & Delivery Times

We ship to the United States, Canada, the United Kingdom, Australia and New Zealand. Once your order has been dispatched, the estimated delivery time is 6–10 business days.

All delivery timeframes are estimates and are not guaranteed. Delivery may occasionally take longer due to carrier delays, weather, or customs clearance, which are outside our control.

3) Shipping Costs

Shipping is free on every order, to every country we ship to. Any applicable taxes, duties, or import fees for orders outside the United States are not included and are the responsibility of the customer.

4) Packaging

All orders are shipped in secure, discreet packaging: a plain box with a plain label.

5) Order Confirmation & Tracking

After you place an order, you will receive an order confirmation email. Once your order ships, you will receive a shipping confirmation email with your tracking details (Tracking ID & carrier).

You can follow your delivery anytime on our Track Your Order page.

6) Delivery Address & Responsibility

Customers are responsible for providing a complete and accurate shipping address at checkout. We are not responsible for delays or delivery issues caused by incorrect or incomplete addresses.

If a package is returned to us due to an incorrect address, failed delivery attempt, or refusal to accept delivery, you may be responsible for additional shipping costs before the order can be re-shipped.

7) International Shipping & Customs

If your order is shipped outside the United States, it may be subject to import duties, taxes, and customs processing fees. These charges are assessed by your local customs authority and are the customer’s responsibility. We are not responsible for delays caused by customs processing.

8) Tracking Issues

If your tracking shows delivery but you have not received your order, please:

  1. Check with neighbours, household members, or your building’s front desk
  2. Contact the shipping carrier directly for additional delivery details
  3. Email us at info@secretmaddy.com for assistance

9) Damaged or Missing Items

Please inspect your items upon delivery. If your items arrive damaged, contact us immediately at info@secretmaddy.com with:

  • Your order number
  • Photos of the damaged product and packaging
  • A clear description of the issue

We will review the issue and work with you to find the best solution.

10) Contact Us

If you have any questions about shipping, delivery, or tracking, contact us at: