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Shipping Insurance for International and Domestic Orders

We are now including insurance on every international package (some limitations apply).

  • Domestic packages shipped via UPS and USPS will be insured up to a value of $1000.00.
  • International Priority and International Express Shipments will be insured up to a value of $2,500.

If you wish to file a claim, you must:

  • Retain all packaging materials and goods (damaged or not) in the original form as received. Packaging and damaged goods should not be disposed of, released to shipping carrier, or returned to STL ocarina before your claim is complete. Failure to comply will result in denial of refund or replacement.
  • Email your claim to service@stlocarina.com. You must include details of your request, order number, full name, and contact phone number.  If we do not receive a request at this email address WITH the information requested, your request will be denied.
  • Respond to follow up contact requests. We reserve the right to request photos, videos, and signed documents pertaining to your claim. Failure to provide any requested documentation will result in denial of refund or replacement.

If you do not notify us within an acceptable timeframe, as stated below, it will also result in denial of refund or replacement.

*** NO EXCEPTIONS ***

Please see the sections below for international customer instructions on requesting a claim to be filed.

Shipments to the following countries will not be insured. We do not guarantee refund or replacement of orders shipped to these countries whether they are lost, missing items, or contain damaged goods (outside of manufacturing defects)

Afghanistan, Algeria, Angola (Cabinda), Belarus, Bosnia, Burma (Myanmar), Burundi, Democratic Republic of Congo, Cote d’Ivoire (Ivory Coast), Congo - Republic of Zaire, Croatia, Cuba, Herzegovina, Iran, Iraq, Jordan, Liberia, Libya, Moldova, Montenegro, Nigeria, North Korea, Paraguay, Serbia, Sierra Leone, Somalia, Sri Lanka, Sudan, Syria, Togo, Yemen, and any location that would be in violation of any U.S. economic or trade sanctions including OFAC Restricted Countries.

  • For shipments to Russian and other Commonwealth of Independent States countries (includes Armenia, Azerbaijan, Belarus, Georgia, Kazakhstan, Kyrgyzstan, Moldova, Russia, Russian Federation, Tajikistan, Turkmenistan, Ukraine, and Uzbekistan) coverage ceases upon touchdown of the aircraft at the airport of destination or upon discharge from the overseas vessel at the destination discharge port.

International Orders:

If your package is lost in transit, your claim cannot be filed with our insurance carrier until 45 calendar days after the original shipment date to allow the carrier time to resolve transit delays. (Example: If your package is mailed on January 1st, we can file a claim for a missing parcel as early as February 15th.) For packages shipped to Italy, your claim cannot be filed with our insurance carrier until 60 calendar days after the original shipment date. Please notify us of an issue within the specified timeline below to receive a REFUND.

International Priority: Please do not notify us until 15 days after mailing date and WITHIN 90 days of the mailing date.

International Express: Please do not notify us until 7 days after mailing date and WITHIN 90 days of the mailing date.

LOST PACKAGES ELIGIBLE FOR REFUND ONLY. FAILURE TO NOTIFY US WITHIN 90 DAYS ON ANY SHIPMENT will result in denial of refund.  NO REPLACEMENTS FOR LOST PACKAGES due to being unable to claim insurance against the order a second time. NO EXCEPTIONS. *

If you received your package, but items are missing or were damaged DURING shipping:

Regardless of the delivery service used, please notify us of missing or damaged items WITHIN 10 DAYS OF THE DATE OF DELIVERY.

FAILURE TO NOTIFY US OF DAMAGE SUSTAINED DURING SHIPPING OR MISSING GOODS WITHIN THIS TIMEFRAME WILL RESULT IN DENIAL OF REPLACEMENT OR REFUND. NO EXCEPTIONS***

 

Domestic Orders:

If your package is lost in transit your claim cannot be filed with our insurance carrier until 20 calendar days after the original shipment date to allow the carrier time to resolve transit delays. (Example: If your package is mailed on January 1st, we can file a claim for a missing parcel as early as January 21st). Please notify us of an issue within the specified timeline below to receive a REPLACEMENT:

Domestic Shipping: Please do not notify us until 7 days after mailing date and WITHIN 118 days of the mailing date.

UPS 2nd Day: Please do not notify us until 4 days after mailing date and WITHIN 118 days of the mailing date.

LOST PACKAGES ELIGIBLE FOR REPLACEMENT ONLY. FAILURE TO NOTIFY US WITHIN 118 days on ANY SHIPMENT will result in denial of replacement.  NO REFUNDS FOR LOST PACKAGES. NO EXCEPTIONS. *

If you received your package, but items are missing or were damaged DURING shipping:

Regardless of the delivery service used, please notify us of missing or damaged items WITHIN 10 DAYS OF THE DATE OF DELIVERY.

FAILURE TO NOTIFY US OF DAMAGE SUSTAINED DURING SHIPPING OR MISSING GOODS WITHIN THIS TIMEFRAME WILL RESULT IN DENIAL OF REPLACEMENT OR REFUND.

NO EXCEPTIONS***