Shipping policy

1. Overview

At Genuine RAW, we want your order to arrive safely and on time. This policy explains the timeframes, conditions, and processes for shipping an item purchased from Genuine RAW (www.genuineraw.com), subject to applicable law.

By placing an order with Genuine RAW, you acknowledge and agree to the terms outlined in this Shipping Policy for Genuine RAW purchases.

2. Order Processing

• Orders are typically processed within 3 - 7 business days after successful age verification. Carrier transit time is separate.
• Orders placed after 5:00 PM MST will begin processing the following business day.
• All orders are subject to age verification through AgeChecker. To review their requirements, please visit the AgeChecker.net FAQ page.
• You will receive a shipping confirmation email with tracking information once your order ships.

3. Pre-orders, Backorders, and Made-to-Order Items

Pre-order items ship once they reach our warehouse. Estimated dates appear on the product page and in your confirmation email. If your order includes in-stock items and a pre-order item, we ship everything together unless split shipment is available at checkout.

4. Shipping Carriers & Methods

• Genuine RAW ships via USPS and UPS. Carrier and method may vary by order weight, destination, or item type.
• Available shipping speeds and estimated transit times are shown at checkout. Transit times are estimates provided by the carrier and are not guaranteed by Genuine RAW.

5. Signature Requirements

For high-value orders or at our discretion, a signature may be required upon delivery. If you prefer a signature requirement for your order, please contact us at info@genuineraw.com before your order ships. Carrier policies and fees may apply.

6. Shipping Costs

Shipping costs are calculated at checkout based on weight, shipping dimensions, destination, and/or order value.

7. Address Accuracy

• The customer is responsible for providing a complete and accurate shipping address at checkout.
• Genuine RAW is not liable for orders that are delayed, misdelivered, or undelivered due to an incorrect, incomplete, or outdated address provided by the customer.
• If a package is returned to Genuine RAW due to an undeliverable address, the customer may be responsible for reshipment costs.

8. Delivery Confirmation

• Once a carrier's tracking shows a package as delivered, including but not limited to GPS location data, photo-on-delivery confirmation, or signature confirmation where applicable, the order is considered treated as delivered for purposes of evaluating a non-delivery claim by Genuine RAW.
• Delivery confirmation is the primary evidence used to evaluate any non-delivery claim.

9. Undeliverable Packages

Genuine RAW is not responsible for packages that cannot be delivered due to recipient unavailability, including missed delivery attempts or failure to retrieve a package from a carrier facility. If a package is returned to Genuine RAW because the carrier was unable to complete delivery due to the recipient's unavailability, the customer is responsible for the cost of re-shipping the order. This does not apply where the delivery failure was caused by the carrier or a Genuine RAW error.

10. Lost, Stolen, or Undelivered Packages

Genuine RAW is not responsible for packages confirmed as delivered by the carrier's tracking information (including GPS location, photo confirmation, or signature, where applicable) to the shipping address provided at checkout.

If you believe your package was lost in transit or stolen after delivery, you must notify Genuine RAW within seven (7) days of the delivery scan (or expected delivery date, for packages that never scan as delivered). Claims submitted after this window may not be eligible for replacement or refund.

Claims for packages marked "delivered" will not be investigated until at least three (3) days have passed since the delivery scan.

To process a non-delivery claim, Genuine RAW may require the customer to:

• Check with household members, neighbors, and the property's front office or mailroom
• File a report with local law enforcement and/or the USPS Postal Inspection Service (for mail theft)
• Cooperate with any carrier claim or investigation initiated by Genuine RAW

Customers should report lost, stolen, or damaged shipment claims directly to Genuine RAW. Genuine RAW will coordinate any applicable claim or investigation with the carrier and/or shipping platform as appropriate. Any resolution (refund, replacement, or reshipment) will be issued directly by Genuine RAW once its internal review and, where applicable, the carrier's or shipping platform's claim process is complete.

Genuine RAW will investigate all non-delivery claims in good faith. However, Genuine RAW reserves the right to deny a replacement or refund where delivery confirmation exists (GPS, photo, or signature) and the claim cannot be substantiated through carrier or law enforcement investigation.

Genuine RAW reserves the right to require signature confirmation on future orders, or to decline future orders, for accounts with a repeated pattern of non-delivery claims.

11. Damaged Packages

If an item arrives damaged, defective, or different from what was ordered:

• Do not discard the packaging or contents.
• Contact Genuine RAW within seven (7) days of delivery at info@genuineraw.com with photos of the damaged package and product. Requests sent to any other email may delay investigation or resolution timeline.
• To be eligible for a replacement or refund, the customer must provide clear photos of both (1) the damaged item(s) and (2) the outer shipping box/packaging, including any visible damage, labels, and postage. Claims submitted without photos of the outer packaging may be delayed or denied, as packaging condition helps confirm whether damage occurred in transit.
• Genuine RAW reserves the right to request additional photos or information, deny a claim inconsistent with reported shipping damage, or limit replacements for accounts with a repeated pattern of damage claims.
• Genuine RAW will coordinate any applicable claim or investigation with the carrier and/or shipping platform as appropriate, provide a prepaid return label if applicable, and issue a full refund or replacement at no cost to the customer once the claim is verified.

This exception applies regardless of the standard return window outlined in the Return & Refund Policy.

12. Missing or Incomplete Orders

If your package arrives but an item is missing, contact Genuine RAW within seven (7) days of delivery. Please retain the shipping box and packaging and provide photos of the items received and the shipping package/label. Claims submitted without the required photos may be delayed or denied Genuine RAW will review the order and available fulfillment records, including packaging photos, final package weight, and shipping records, before determining the appropriate resolution. Claims that cannot be reasonably verified may be denied.

13. Investigation Timeframe

Genuine RAW generally aims to complete its internal review within fourteen (14) business days after receiving the required documentation for a lost, stolen, damaged, or missing item claim. Carrier or third-party investigations, incomplete documentation, or requests for additional information from the customer may extend this timeframe. Genuine RAW will communicate any such delay to the customer and notify them of the outcome (refund, replacement, or denial) at the conclusion of the review.

14. Order Changes & Cancellations

Address changes, item changes for items of equal or lesser value, and order cancellations may be requested before an order has been fulfilled by contacting info@genuineraw.com. An order is considered fulfilled once its contents have been verified, packed, labeled, and are ready for shipment. Once an order has been fulfilled or tendered to the carrier, changes or cancellations may no longer be possible. Any changes requested after this point are subject to the Return & Refund Policy Returns and Refund.

15. Shipping Restrictions

Certain restrictions prevent us from shipping certain products to all geographic locations. Restrictions for specific items may require the purchaser to provide additional information in order to ship the item.

Genuine RAW currently ships within the United States only.

16. Contact Us

Questions about a shipment can be directed to: