Shipping PolicyUpdated 18 hours ago

Last updated: August 26, 2026

At Stuart & Lau, we believe shipping should be transparent, dependable, and free of surprises. This policy explains how we get your order to you — how long it takes, what it costs, how international delivery works, and what happens in the rare case something goes wrong. If you have a question this page doesn't answer, we're always glad to help at [email protected].

Our approach to shipping

• We ship worldwide using major, full-service carriers such as FedEx, UPS, and DHL (or similar full-service carriers), and USPS for some domestic U.S. deliveries. We deliberately choose these established carriers — rather than low-cost, third-party consolidators — to give every order the best possible chance of a smooth, well-tracked journey.
• We keep our core product prices consistent for customers everywhere, and we show shipping as its own separate line at checkout rather than folding it into the price of the product. Because the cost of delivery naturally varies from one destination to the next, this keeps our pricing honest and easy to understand — the product price stays steady, and shipping is simply the part that adjusts to where your order is going.
• Delivery is a shared effort: we handle careful packing and premium carriers on our end, and — especially for international orders — we ask that you help by being available to receive your package and by handling any local import requirements. More on that below.

Order Processing Time

• In-stock orders are typically prepared and dispatched by our fulfillment centers within 2–3 business days (Monday–Friday, excluding holidays) of your order being placed.
• Business days do not include weekends or public holidays. Orders placed late in the day, over a weekend, or during a holiday begin processing on the next business day.
• During busy periods (product launches, sales, and peak seasons), processing may extend to 3–5 business days. If we expect a meaningful delay, we'll let you know.
• Processing time is separate from shipping transit time. Your total estimated delivery window is the processing time plus the carrier's transit time.
• The delivery estimates shown at checkout are for the carrier's transit time — the time your order spends in transit after it has been dispatched — and, like all carrier estimates, they are guidance rather than a guarantee.
• Some items — including replacement parts, the padded Comfort Strap, and Fox umbrellas — are processed and shipped separately from the rest of an order and can take longer to dispatch (see the sections below).

Where We Ship From

• We fulfill orders from multiple fulfillment centers, located in North America (the United States and Canada) and Asia (Hong Kong). The location an item ships from depends on where that item is stocked and on your delivery destination.
• Because of this, an order containing multiple items may ship in more than one parcel, from more than one location, on different timelines — each with its own tracking. This is normal and by design; it lets every piece travel in appropriately sized, protective packaging. If one item on your order arrives before another, the rest is on its way.
• The items noted above — replacement parts, the padded Comfort Strap, and Fox umbrellas — frequently ship from a different fulfillment location than your bag, which is a further reason they may travel in a separate parcel and arrive on their own timeline.

Shipping Options, Costs & Transit Times

• At checkout you'll be able to choose from the available shipping options for your address — typically Economy and Express — each with its own estimated transit time and cost.
• Shipping costs are calculated at checkout based on your destination, the items in your cart, and current carrier rates. Because rates are localized to your address and currency, the most accurate figure is always the one shown at your checkout.
• As a general guide, typical delivery estimates are: United States & Canada — Economy 5–8 business days, Express 3–5 business days; International — varies by destination country. The exact options and estimates for your address are always shown at checkout.
• Delivery estimates are provided by the carriers and are for guidance only. Transit times can vary from shipment to shipment due to weather, carrier capacity, customs, and other factors outside our control. For this reason we cannot guarantee delivery dates and do not advertise delivery within a specific timeframe.
• Our bags ship in generously sized boxes because we never fold or compress them — this protects the product and is one reason shipping is priced the way it is.

U.S. Orders — Shipping, Taxes & Tariffs

• For orders shipping within the United States, your checkout total presents shipping as a single combined line labeled "Shipping, Taxes & Tariffs." This is a holistic, all-in figure covering what it costs to get your order to your door, and it already includes any applicable import tariffs and duties — so there is nothing further to pay when your order is delivered.
• Like most brands importing goods in today's trade environment, we incur meaningful tariff, duty, and brokerage costs to bring our products to market. We absorb a substantial portion of these costs ourselves and pass through only a part of them; the true landed cost of delivering an order is higher than the amount shown at checkout. If our U.S. shipping figures look a little higher than you may be used to, this is the reason — and we've chosen to keep it visible and transparent rather than quietly building it into our product prices.
• Because it is a single, combined figure, this charge is not itemized into a separate per-order tariff or duty amount, and we are unable to break it out line by line.
• This charge covers shipping and import costs that are incurred to deliver your order to you, and, as with most retailers, it is not refundable in the event of a return. A return refunds the price of the returned product in accordance with our Return & Refund Policy (including any applicable restocking fee).

Tracking Your Order

• Once your order ships, we'll email you tracking information. If your order ships in multiple parcels, you may receive more than one tracking number.
• Please allow a little time after you receive a tracking number for the first carrier scan to appear and for movement to begin. Occasionally a label is created before the package receives its first scan; if tracking hasn't updated after a few business days, contact us and we'll look into it.

Pre-Orders & Made-to-Order Items

• Some items are available for pre-order or are made to order. These are produced specifically for your order and ship at a later date than in-stock items.
• The estimated ship date is shown on the product page at the time of purchase and is updated as our production timeline firms up. Estimated pre-order dates are our best projection and are not guaranteed.
• Payment is taken at the time of order to reserve your item. Pre-orders generally ship in the order they were placed.
• You may cancel a pre-order at any time before it ships. Once it has shipped, our standard return policy applies.

Replacement Parts & Accessories

• Replacement parts and certain accessories ship from a dedicated facility and on a different schedule than our bags. These typically take longer to dispatch — often 10–20 business days — because parts are allocated from periodic incoming stock batches.
• During this window, your tracking may show a label created with little or no movement until the item is dispatched. This is expected, and your order is not lost.

International Shipping

We're proud to ship to customers in dozens of countries around the world. International orders involve a few important responsibilities on the recipient's side, and we want to be completely clear about them up front.

• Where we ship: The definitive list of countries we currently ship to is shown in the currency/country selector on our website. If your country does not appear there, we are unable to ship to it at this time.
• Duties, taxes & customs charges (outside the U.S.): For shipments outside the United States, any import duties, taxes, and customs or brokerage fees are the responsibility of the recipient, where they apply. They are not collected at our checkout; they are assessed and collected by your country's customs authority when your order arrives, are separate from the price and shipping you paid us, and must be paid for your package to be released. If you're unsure what to expect, your local customs office can provide guidance before you order.
• Canada: Unless otherwise noted at checkout, orders to Canada ship domestically from our Canadian fulfillment center with all duties and import costs prepaid by us — so there is nothing further to pay on delivery. On the occasion an order to Canada ships from outside the country, that will be reflected in the shipping option and details shown at your checkout.
• Coordinating delivery is the recipient's responsibility: The ability to offer international shipping rests on the understanding that customers will accept delivery and handle any importation steps their country requires. When you place an international order, you're agreeing to be available to receive it and to complete any customs steps needed for it to reach you.
• Refusing or failing to collect a shipment is not a viable option. If an international package is refused or left uncollected, customs or the carrier will typically treat it as abandoned, and it may be destroyed — in which case it cannot be recovered and a refund is not possible. If a refused package is instead returned to us, the return journey is slow (often months) and carries carrier penalties and return-to-sender fees that are the customer's responsibility and that, on international shipments, frequently equal or exceed the value of the order itself — meaning there is often little or nothing left to refund. Refusing delivery is also not a substitute for a return: if you'd like to return an item, please accept the package first and then use our standard returns process.
• Temporary regional disruptions: On rare occasions, reliable carrier service to a specific country or region may be temporarily unavailable due to circumstances beyond our control. If this affects your order, we'll reach out to discuss your options, which may include holding the order until service resumes, shipping to an alternate address, or cancelling for a full refund.

Shipping Address Accuracy & Changes

• Please double-check your shipping address at checkout. We ship to the address provided on your order, and we're not responsible for delays or non-delivery resulting from an incomplete or incorrect address.
• If you need to correct an address, contact us as soon as possible. We can usually update it before the order ships.
• Once an order has shipped, carriers are generally unable to reroute it to a different address, and we're unable to force a change while it's in transit. If a delivery fails and the package returns to us, we'll arrange re-delivery or a refund as appropriate.

Optional Shipping Protection

• At checkout you may add optional Shipping Protection, provided through the shipping-protection program built into the Shopify platform. It offers coverage in the event your order is lost, stolen, or damaged in transit.
• If you experience a covered issue, contact us at [email protected] — we file and manage the claim on your behalf. Approved claims are resolved with a replacement of the lost or damaged item rather than a refund, and a replacement provided through an approved claim is final (not eligible for return, refund, or exchange). Claim decisions and timelines rest with the insurer.
• If Shipping Protection is declined at checkout, lost, damaged, or stolen packages are not covered. We recommend keeping it on for peace of mind, particularly on international orders.

Lost, Delayed, or Damaged Shipments

• Delayed in transit: Carrier delays happen occasionally and usually resolve on their own within a few days. If your tracking has stalled and hasn't updated for an unusual length of time, reach out and we'll investigate with the carrier on your behalf.
• Damaged in transit: If your order arrives damaged, please contact us right away with a few clear photos of the item and the packaging so we can make it right.
• Marked delivered but not received: If tracking shows your order as delivered but you can't find it, we recommend checking around your property and any safe drop spots, asking household members or neighbors, and checking with any building reception or parcel room. Packages are occasionally scanned as delivered a day before they arrive, so it may still turn up shortly. If it doesn't, contact us and we'll help you from there.

Returns & Exchanges

• This policy covers shipping and delivery. Our full Return & Refund Policy covers returns and exchanges in detail; the essentials are:
  • Returns are accepted within 30 days of the ship date, for unused, new items in their original packaging with all tags attached.
  • U.S. returns: a prepaid return label is provided through our returns portal.
  • International returns: the customer is responsible for return shipping.
  • A $20 restocking fee applies per return or per item, whichever applies.
  • Original shipping charges are not refunded on a return; a return refunds the price of the returned product, subject to the above.
• To start a return, visit stuartandlau.com/returns. For anything not covered here, our Return & Refund Policy is the full reference.

Questions

• We're a small team and we genuinely like hearing from our customers. If anything about your shipment is unclear or you need a hand, email us at [email protected] and a real person will get back to you.