Shipping policy

This policy forms part of the terms of every order placed at crossbowplannerco.com with Crossbow Printables Ltd (trading as Crossbow Planner Co.).

2.1 Dispatch

We dispatch within 1–3 working days of your order (Monday–Friday, excluding UK bank holidays). In busy seasons, current dispatch times are shown in the banner on our website. You'll receive a dispatch email with your tracking number, where your service includes one.

2.2 Carriers, services and delivery estimates

We ship with Royal Mail. Delivery times are estimates from Royal Mail and are not guaranteed.

Destination	Service	Estimated delivery after dispatch
UK	Royal Mail Tracked, with photo on delivery	1–3 working days
USA	Royal Mail International Tracked (customs duties prepaid)	3–10 working days
Europe	Tracked (standard Tracked at checkout on orders under £125)	3–10 working days
Canada, Australia, New Zealand, Japan, Rest of World	Tracked (standard Tracked option at checkout on orders under £125)	5–15 working days

International parcels can in rare circumstances take up to 30 days.

2.3 Your delivery address

Please check your address carefully at checkout. We ship to the address on your order and can't redirect a parcel once it's dispatched. If an order comes back to us because the address was wrong or incomplete, or because it wasn't collected or was refused, we'll refund your order once it's back with us, less any return charge the carrier bills us. Or we can re-send it if you pay the new postage.

2.4 Delivery and proof of delivery

An order counts as delivered when the carrier's tracking shows it delivered to the address on your order — including to a safe place or neighbour you nominated — or when it is signed for. Royal Mail records delivery with a scan and, for most tracked UK parcels, a photo. We rely on these carrier records as proof of delivery.

2.5 If tracking says delivered but you can't find your parcel

Please let us know within 7 days of the delivery date, and before contacting your bank, so we can investigate with Royal Mail. Please first:

Check around your property, with neighbours and anyone else at the address, and any safe place or neighbour you nominated.
Check the delivery photo or location in the tracking (we can send it to you).
Wait 2 working days — parcels are sometimes scanned before they physically arrive.
Check for a "Sorry we missed you" card or a local post office hold.

If the parcel still hasn't turned up, email us. We'll open an investigation and may ask you to confirm in writing that the parcel wasn't received, which Royal Mail requires before it pays a claim. When the investigation shows the parcel wasn't delivered to you, we'll send a replacement or a full refund. When carrier evidence shows delivery to your address, we will share that evidence with you and with your bank if you open a dispute.

2.6 Lost or late parcels

If tracking hasn't updated for 10 working days (UK) or 20 working days (international), contact us and we'll open a claim. Once Royal Mail confirms the parcel is lost, or 30 days after dispatch with no delivery scan, we'll send a replacement or full refund. Untracked parcels follow the same timeline.

2.7 Damaged parcels

If your parcel arrives damaged, please photograph the outer packaging and the items before you throw anything away and email us within 7 days. See section 1.4 of our Returns & Refunds Policy.

2.8 Customs, duties and taxes

US & EU orders are sent with customs duties and tariffs prepaid. For other countries outside the UK, any import duties, taxes or handling fees charged on arrival are payable by you, and refusing to pay them doesn't entitle you to a refund of the shipping cost. If you refuse a parcel, section 2.3 applies.

2.9 Shipping charges

Shipping costs are calculated at checkout. Free shipping applies to orders over £40 (UK), £100 / approx. $140 (USA) and £125 (rest of world). Shipping charges are refunded only as set out in our Returns & Refunds Policy.

2.10 Contact

hello@crossbowplannerco.com — please include your order number.