Shipping & Returns

We ship all U.S. orders via the United States Postal Service (USPS). We also offer expedited shipping via UPS.

Orders are typically processed from Kate McLeod within 2-3 business days after they are placed, unless otherwise noted on our website and in your order confirmation email (e.g., if your purchase includes a backordered item or if our Summer Weather Advisory is in effect).

Once your order has shipped, you will receive an email notification from us that contains tracking information. After leaving our facility, transit time depends on the shipment method selected at checkout (and may be subject to COVID-related shipping delays beyond what is indicated below):

Standard Shipping (USPS): delivered in 5-7 business days

2nd Day Air (UPS): delivered in 2-3 business days 

Overnight (UPS): delivered in 1-2 business days

Once a package is in the hands of USPS or UPS we are not able to amend delivery address errors. Please note that any delivery delays after shipment from our warehouse are beyond our control. However, we are always happy to work with you if any issues arise. Simply email us at support@katemcleod.com.

Please note that in the effort to be as eco-friendly as possible, we do not split shipments. Our policy is to ship your entire package when all items in your order are in stock. 

International shipping is currently available to Canada and Australia. Shipping rates for international orders will be calculated at checkout.

We ship all our international orders with Passport, our trusted third-party international shipping partner. Passport has a number of shipping partners around the world that handle your local delivery and ensure your package arrives safely and quickly.

To create a better delivery experience for you, we ship all international orders Delivered Duty Paid (DDP). By shipping DDP, duties and taxes are collected directly at checkout so that your package is not stopped and held by customs. Please note that duties and taxes assessed by customs vary by country and product.

International orders typically ship from Kate McLeod 2-3 business days after they are placed, unless otherwise noted on our website and in your order confirmation email (e.g., if your purchase includes a backordered item). Once your order has been fulfilled, you will receive an e-mail from us with your tracking information.

International orders are typically delivered within 8-14 business days once the order has been fulfilled on your tracking page. Deliveries may take up to 6 weeks during holiday season, and you may also experience delays due to COVID-19 and increased congestion within the shipping network. Please bear in mind that the timeframe is out of our control once handed off to our international shipping carrier.

If your package stops moving at any point, do not fret! It is still on its way to you and is likely just clearing customs. Occasionally, there may be delays due to customs or weather events. If this happens, your tracking page will be updated with the latest shipping status.

At any time, if you have a shipping related question you can reach out via your tracking page (‘Need Help’ button) or via email at help@passportshipping.com.

Please note that in the effort to be as eco-friendly as possible, we do not split shipments. Our policy is to ship your entire package when all items in your order are in stock.

We work to get orders shipped as quickly as possible. As soon as payment is accepted and an order is confirmed, it is immediately processed for packaging and shipment. This means that there is only a very small window of time where we can catch an order before it is shipped. We cannot guarantee that we will be able to process an order cancellation, or make any desired changes to an order, after an order has been placed. 

If you have any concerns, please email us at support@katemcleod.com as swiftly as possible with the subject line “Urgent Order Edit” - and we will do our best to help!

Due to the nature of our products, Kate McLeod does not accept returns or exchanges for any reason.

However, your satisfaction is our top priority, and we will do everything we can to ensure your happiness. If you experience any issues with your purchase (i.e., if a product arrives damaged or is defective), please reach out to us at support@katemcleod.com within 10 days of receiving your order. We will happily work with you to make things right.

Our plant-based solid moisturizers are made to melt on contact with your skin as they're formulated without any sticky wax or synthetics. This means they can also melt when exposed to extreme heat. To reduce the risk of melts while your package is in transit, we have implemented the following: 

• We searched far and wide for the most sustainable and effective cool ship packaging that we feel good about, and we think you will too. All shipments to warm-weather destinations will include biodegradable and dissolvable insulated foam liners made of US-grown, non-GMO corn, as well as reusable, sweat-resistant ice packs! Watch Kate break down our Cool Shipping components HERE! 
• We actively monitor the current temperature at all shipping destinations to evaluate the proper pack and ship method. When shipping to a warm-weather location, we include cool shipping free of charge for orders over $85. If your order is under the shipping threshold, an additional $2.99 fee will be added to our standard $5 shipping cost.
• To reduce transit time, all shipments to warm-weather destinations are expedited and will be shipped via USPS Priority mail. 
• To ensure packages don’t get stuck in hot warehouses over the weekend, we only ship orders Monday - Thursday. During the summer, orders may take up to 5 business days to ship.

We invite our community to join us in our commitment to sustainability and shop responsibly. We recommend taking these additional steps to help us ensure your package arrives to you in optimal condition: 

• Ship your package to an address where somebody will be available to accept the delivery.
• Bring your package inside as soon as you receive your delivery confirmation e-mail to avoid your package sitting outside in direct sunlight or inside a warm mailbox.
• If you didn't catch your package in time and softening occurs, pop your Stone into the fridge for 30 mins of chill time.

Once your Stone has made its way to you, keep it wrapped in its linen cloth and stored in its beautiful bamboo canister after each use. Bamboo provides insulation from both heat and humidity, making it a cool and protected storage environment (even in the steamiest bathrooms!). For on-the-go storage, our Travel Cases are the perfect way to go. Made with plant and bamboo-based biocomposite, it provides the same secure insulation as our canister, but with a travel-friendly design. 

If you have any questions or concerns before placing your order, please feel free to reach out to us at support@katemcleod.com.