Shipping area
Common Ground is preparing to serve customers in the United States. [PENDING: exact states/territories and exclusions.]
Processing and tracking
After an eligible live or controlled test order is placed and payment is authorized, our operating target is to provide a trackable shipment within 48 hours. Tracking may be sent by email and may also appear in My Account when available.
Delivery target
Our current operating target is delivery within 10 calendar days for U.S. orders, depending on destination, carrier, weather, holidays, and fulfillment conditions. If we learn that an order cannot ship within the stated time, we will contact the customer with an update, cancellation option, or next steps.
Shipping rates
Free shipping is currently planned for orders over 49 USD. Orders below that threshold may use a 6.99 USD flat rate during testing. These are testing assumptions and may change after the Day 21 shipping and basket review.
Address changes and cancellations
Contact [PENDING: support email] as soon as possible. We cannot guarantee changes after an order is packed or tracking is created.
Returns
Return window is [PENDING: Founder confirmation]. To request a return, contact [PENDING: support email] with your order number, item, reason, and photos if the item is damaged or incorrect. Do not send items back until we provide return instructions.
Return address: [PENDING: return address/RMA process].
Return shipping cost: [PENDING: who pays return shipping]. We do not promise free returns until approved.
Refund timing: [PENDING: refund timing after inspection/approval]. Refunds are normally sent to the original payment method when approved.
Damaged, incorrect, or missing items
Contact us at [PENDING: support email] within [PENDING: number of days] with photos of the item, package, label, and order number. We may request more information to investigate with the carrier or fulfillment partner.
Lost or delayed packages
If tracking stops updating or delivery is delayed, contact [PENDING: support email]. We will review the carrier record and provide next steps.
Non-returnable items
[PENDING: final hygiene/safety rules for used pet products, opened consumables, clearance items, gift cards, or final-sale items.]
Warehouse note
Internal warehouse storage and handling terms are not customer return promises and are intentionally excluded from this draft.