CREATIONS BY SIMONA – TERMS & POLICIES - Processing & Production: Please allow 10–20 business days (excluding weekends and holidays) AFTER the cup has been made for the curing, sealing, degassing, and leak-testing process before shipment. Each tumbler requires this time to properly degas, cure, and be fully sealed. Every item is thoroughly inspected prior to shipment. Seal integrity, structural stability, and overall condition are carefully verified to ensure there are no leaks, cracks, or functional issues at the time the product leaves our possession. All these measures are taken to ensure the highest quality product possible. No specific completion date is guaranteed. Shipping & Carrier Responsibility: Once your order has been shipped and accepted by the carrier, Creations by Simona is no longer responsible for lost, delayed, misdelivered, or damaged packages. All shipments include carrier-provided insurance for your peace of mind. Delivery confirmation by the carrier constitutes proof of completed fulfillment. Once a package is marked as delivered to the address provided at checkout, responsibility transfers fully to the buyer. It is the buyer’s responsibility to ensure the shipping address entered at checkout is accurate and secure. Creations by Simona is not responsible for errors in the address provided by the buyer.In the event a package is lost or damaged in transit, any claim must be filed directly with the shipping carrier used for that shipment. Insurance claims are handled through the carrier and are subject to the carrier’s investigation and approval process.For orders valued over $100, Creations by Simona reserves the right to require signature confirmation at the seller’s discretion prior to shipment. Failure to accept or sign for a shipment does not void fulfillment once delivery has been attempted or confirmed by the carrier. Custom Orders & Live Creations: There are no returns, remakes, or exchanges on all ON LIVE and OFF LIVE orders. Live orders are created during live streams. The customer must be present during the live stream for the cup to be made. Production cannot proceed without the customer’s participation. If the customer is not present, the order will be held until they attend a future live session. Completion timing is dependent on customer participation. No specific completion date is guaranteed. Priority Kiss Pass (PKP)The Priority Kiss Pass (PKP) moves a single cup order to the first position in the live production lineup. If multiple PKP purchases are received, orders will be completed in the order purchased. This upgrade prioritizes production placement only and does not guarantee a specific completion date or faster shipping. Handmade Nature & Product Disclaimer Each tumbler is carefully handmade with love, which means no two are exactly alike. All custom lids are created off-live, and by selecting a custom option, you agree to trust the artistic vision and creative process. Because each lid and/or cup is handcrafted and one-of-a-kind, there are no returns, exchanges, remakes, or credits on custom lids or cups. Cups requested to be made off-live cannot be remade. Due to the handmade nature of these items, small variations or slight imperfections may be present. These do not affect quality or use and simply make your cup unique and one-of-a-kind. The tumblers themselves are mass-produced by the manufacturer, and minor cosmetic flaws may occur, including tiny marks, small scratches, or minor rim imperfections. These cosmetic issues are strictly cosmetic and do not affect the seal, durability, or use of the tumbler. They will not cause leaks or compromise the function of your cup and are not eligible for refunds, returns, exchanges, or credits. Snow Globe Tumbler Disclaimer & Care: All liquids used inside snow globe tumblers are food-grade and non-toxic and are commonly used in everyday consumer and food-related applications. These liquids remain permanently sealed within the double-wall compartment. Each tumbler is fully cured, sealed, degassed, leak-tested, and inspected prior to shipment to ensure proper seal integrity at the time it leaves our possession. Due to shipping movement and temperature changes, minor bubbles may appear during transit. This is normal and does not affect the quality, seal, durability, or function of the cup. Customers are responsible for inspecting their tumbler before each use. If the cup becomes cracked, dropped, damaged, or compromised in any way, it should no longer be used. Damage may occur from impact, improper cleaning, exposure to extreme temperatures, or sudden temperature changes (including adding ice cubes to a cup that is not temperature-balanced). Such conditions can cause internal stress fractures that compromise the sealed compartment. Creations by Simona is not liable for misuse, tampering, accidental damage, temperature-related stress, or continued use of a tumbler after the integrity of the sealed compartment has been compromised. Transfer of Responsibility: Once delivery is confirmed by the carrier and marked as delivered, all responsibility for use, care, handling, and storage transfers fully to the buyer. Creations by Simona is not liable for any damage, issues, injury, illness, defects claimed after delivery, or consequences resulting from use of the product. Returns, Refunds & Exchanges: ALL SALES ARE FINAL. Due to the handmade and custom nature of these items, Creations by Simona does not offer returns, refunds, exchanges, or store credits. Agreement to Terms: By purchasing from this shop, you acknowledge that you have read and agree to all policies stated on this website. Payment Disputes & Chargebacks: By completing a purchase, you agree not to initiate a chargeback or payment dispute for reasons clearly outlined in these policies, including, but not limited to processing times, artistic interpretation, cosmetic manufacturer flaws, live production timing, shipping carrier delays, refusal of delivery, or post-delivery issues. In the event of a dispute, Creations by Simona reserves the right to submit all order documentation, policy acknowledgments, shipping confirmations, attempted delivery records, and delivery confirmations to the financial institution for review. If an order is canceled prior to shipment, a refund may be issued at the seller’s discretion. If materials have been purchased or work has begun or been completed, any refund issued may be reduced to account for labor, materials, processing time, and non-refundable transaction fees. Right to Refuse Service: Creations by Simona reserves the right to refuse service and cancel orders at any time, for any reason.
