Customer Care
Shipping & Returns
Every Al Zuni Heritage piece is carefully wrapped, insured, and delivered with the same respect it was made with. Here is everything you need to know about how your treasure travels to you - and how we make things right if needed.
Al Zuni Heritage is dedicated to preserving indigenous cultural legacies through authentic, handcrafted Native American jewelry and Southwest art. We treat every shipment as the finished chapter of an artisan's work.
Last Updated: January 2025
Section 01
Shipping Policy Overview
Orders placed on our website are processed and shipped from our studio within the United States. We currently ship to all 50 U.S. states, U.S. territories, and to a growing list of international destinations (see International Shipping).
Standard order processing takes [1-3 business days] before your package leaves our workshop. Because many pieces are one of a kind and hand inspected before dispatch, we ask for a little patience during peak seasons and around cultural holidays observed by our artisan partners.
Every shipment is fully insured for its purchase value and requires a signature on delivery for orders over [$500].
Section 02
Domestic Shipping Options
At checkout you may choose from the following delivery speeds. Estimated timeframes are counted in business days after your order has been processed and does not include the processing window above.
| Method | Estimated Delivery | Cost |
|---|---|---|
| Standard | [5-7 business days] | [$8.95] or Free over threshold |
| Expedited | [2-3 business days] | [$18.95] |
| Overnight | [1 business day] | [$34.95] |
Overnight and expedited orders placed after the daily cutoff (see Order Processing) ship the following business day. We do not ship or deliver on weekends or U.S. federal holidays.
Section 03
International Shipping
We are proud to share Southwest craftsmanship with collectors worldwide. International shipping is currently available to [Canada, the United Kingdom, the European Union, Australia, and Japan], with more destinations added regularly.
Estimated international transit time is [7-21 business days] depending on destination and customs clearance.
Customs & Duties: Import duties, taxes, and customs fees are determined by the destination country and are the responsibility of the recipient. These charges are not included in your order total or shipping cost and are collected by the carrier or local authorities upon delivery.
Section 04
Free Shipping Threshold
Enjoy complimentary standard shipping on all domestic orders over [$150]. The discount is applied automatically at checkout once your cart subtotal (before taxes) reaches the threshold.
Free shipping applies to standard delivery only. Expedited and overnight upgrades, as well as international orders, are charged at the rates shown above.
Section 05
Order Processing & Handling
Orders are processed Monday through Friday, excluding U.S. federal holidays. Our daily cutoff time for same-day processing is [2:00 PM MST]; orders placed after the cutoff begin processing the next business day.
You will receive an order confirmation email immediately after your purchase, followed by a shipping confirmation with tracking details once your package leaves our studio. If you do not receive a confirmation, please check your spam folder or contact us.
Section 06
Tracking Your Order
Once your order ships, a tracking number is included in your shipping confirmation email. You can follow your package every step of the way:
- Click the tracking link in your shipping confirmation email.
- Visit your order history to view live status and tracking.
- Enter the tracking number directly on the carrier's website.
Please allow up to [24 hours] after receiving your shipping confirmation for tracking information to update with the carrier.
Section 07
Returns Policy
We want you to treasure your piece. If it is not right, you may return eligible items within [30 days] of the delivery date for a refund or exchange.
Condition Requirements
- Items must be unworn, undamaged, and in their original condition.
- All original packaging, certificates of authenticity, and gift materials must be included.
- Items must be free of scratches, sizing alterations, and signs of wear.
Non-Returnable Items
- Custom, personalized, or engraved pieces.
- Earrings, for hygiene reasons (unless faulty).
- Final sale and clearance items.
- Gift cards.
Section 08
How to Initiate a Return
Starting a return with Al Zuni Heritage is simple:
- Email returns@alzuniheritage.com or visit your order history and select the item you wish to return.
- Our care team will issue a prepaid return label and Return Authorization within [1-2 business days].
- Securely repack the item with all original materials and affix the return label.
- Drop the package at any authorized carrier location and keep your receipt until your refund is confirmed.
Returns received without a Return Authorization may be delayed or refused.
Section 09
Exchanges
Because many of our pieces are one of a kind, exchanges are subject to availability. If you would like a different size or style, we recommend placing a new order for the desired item and returning the original for a refund to secure the piece you want.
Where a direct exchange is possible, any price difference will be charged or refunded to your original payment method. Our team will confirm all details with you before processing.
Section 10
Refund Processing
Once your return is received and inspected, we will notify you of the approval status. Approved refunds are issued to your original payment method within [5-7 business days]. Your bank or card issuer may require additional time to post the credit.
Original shipping charges are non-refundable unless the return is the result of our error. Partial refunds may be granted for items returned outside policy conditions or with missing packaging or documentation, at our discretion.
Section 11
Damaged or Defective Items
We inspect every piece before it ships, but if your item arrives damaged or defective, we will make it right at no cost to you.
- Contact us within [48 hours] of delivery at care@alzuniheritage.com.
- Include your order number and clear photos of the item and packaging.
- We will arrange a replacement, repair, or full refund - including return shipping.
Please note: handcrafted jewelry naturally carries small variations in stone color, silverwork, and texture. These characteristics are marks of authenticity, not defects.
Section 12
Contact Us for Shipping & Returns Questions
Our customer care team is here to help with any question about your order, delivery, or return. Reach us at care@alzuniheritage.com or call [1-800-555-1234], Monday through Friday, [9:00 AM - 5:00 PM MST]. You can also use our contact page to send us a message.
We Are Here to Help
Questions About Your Order?
Whether you are tracking a treasure on its way to you or arranging a return, our care team is glad to assist with the same care our artisans put into every piece.
