Shipping Policy

All orders ship directly from Denver, Colorado.

We use Eco-Enclose for our earth-friendly sustainable packaging and shipping supplies. Packages are printed in black algae ink, which does not contain any oil or petroleum, making it safer and cleaner to use. We ship everything 100% plastic-free in a post-consumer box with paper wrapping and water-activated paper tape. All of our shipping materials are 100% recyclable and compostable.

We pack and ship orders between 1-3 business days, carrier durations and shipping rates apply.

We offer carbon neutral shipping with high-quality carbon offsets through Native Energy, a Public Benefit Corporation.

All packages are accompanied by a tracker number from the appropriate carrier. The first step is to check your tracking information. If your package is marked as delivered and still missing we recommend trying some of the following steps and have provided further instructions to help with the USPS process for missing packages. 

The carrier may have placed it in a safer location, please check:

* Mailbox

* Porch

* Garage

* Any area out of potential weather hazards

* Exterior doors and any locations where the package could be placed

* Check with others in your house that may have accepted it.

Carrier may have placed it in a secure location out of view of the street, such as under a mat or near a back entrance.

We suggest checking with your neighbors as well.

If you still cannot find your package, the best thing to do would be to contact the local post office (not the USPS hotline) to see if you can track down what happened. We recommend filing a missing mail report. This is the very first step in determining if a package is lost. We are happy to do this on your behalf. Please email us at info@ecologicalmarket.com, if you would like us to proceed. If you prefer to fill out the reports yourself, please see the steps below. Please understand that if USPS can prove your package was delivered, you won’t be able to file a claim because they fulfilled the delivery.

Missing Mail by the USPS

Whenever you suspect a package is lost, the first step to take is to begin a Missing Mail Search. The USPS will begin searching their sort facilities and trucks to try and find your package.

You have to wait at least seven days from the shipping date. If it’s still not there after seven days, you can initiate a Missing Mail Search. There is a chance that your package may still be delivered within this time frame.  

Start a Missing Mail Search online. Visit missingmail.usps.com and set up an account. Be prepared with the mailing date, tracking number, a description of the package and contents, and both the senders' and receiver's mailing addresses. USPS will also need the size and type of envelope or box used to ship, mailing date, and tracking number. If you need this information we will be happy to provide it. A description of the contents will help identify the missing mail and can help if/when you are trying to obtain a refund for damaged or missing items. Keep in mind, the Jpegs or PDFs have to be less than 2MB to upload.

Mail Search is created, what are my next steps? USPS may send periodic updates on how the search is going. It seems these updates are sent on a case-by-case basis.

If they locate your mail, USPS will forward the mail or package to the address provided. Keep in mind this only happens if the package wasn’t too damaged in the shipping process. They may find the missing mail, but the damage prevents them from forwarding it to you. In this case, if your package has insurance, you will need to file a claim.

Claims for the lost property are only allowed for deliveries where insurance was purchased. For USPS First Class packages the only option is the missing mail search. 

If you purchased Priority Mail and your package is lost or damaged you should be able to file a claim. See below for how to file a claim. Keep in mind, according to USPS the claim must be filed no sooner than 15 days and no later than 60 days from the mailing date.

What happens if they say it was delivered or can’t be found? If USPS determines the package was delivered, you’ll have to treat it as a stolen package. If the USPS has checked their facilities, vehicles and has a record that your mail was delivered they are not liable to refund your shipping or replacement cost. At this stage, you are a victim of package theft, a growing crime in the U.S. We recommend filing a complaint with the US Postal Inspector and you can also file a police report with your local authorities.

If USPS cannot find the package, you will need to file a claim for your loss.

How to file a USPS Claim

You will need the receipt; this will act as your evidence of insurance. The Tracking number may also allow the Post office to verify insurance.

Sign in to your USPS account. Next, you can start your Online Claim. This will require you to log in to your USPS account (or create one). USPS will process your claim, and if they decide it’s appropriate, refund both the value of your package and the shipping. You will need to fill in the blank address information in the online claim. You will also need to describe the items that were lost or damaged.

Proof of value is required. In the claim form, you will be able to upload a 2MB Jpeg or PDF to prove the proof of value. Items that can be provided are sales receipts, invoices, electronic receipts for online purchases. There are many items they will request, just hover over the info button in the claims form for more.

Your USPS account will keep track of all the past claims. If you send and receive a lot of packages, this will be where you handle all of the claims.

The claim history page is located in your USPS account, and it is the single place to see details or status of your claims. In the event your claim is denied or the amount refunded isn’t sufficient, you can also appeal the decision from the claims page. Please note: This process could take up to a month to receive a response.

These guidelines are only a representation of our understanding of USPS processes and are meant to help you navigate the process of package recovery. They aren’t intended to be taken as official policy on behalf of USPS procedures nor guarantee any recovery or reimbursement of lost packages.

Returns and Exchanges

We go to great lengths to ensure we are carrying high quality products. Luckily, because we gravitate towards products not made of cheap plastics they tend to be more durable and last longer! However, should a product be defective, damaged, or not what you expected we would be eager to do a return and get you a product with which you are happy. Please inspect your order upon arrival and contact us within 30 days for returns. Items that are used, washed or damaged may not be returned. For items that aren’t damaged, defective, or mis-shipped you will be responsible for return shipping and original shipping costs are not refundable. Due to safety and health concerns personal care products may not be returned, these include, but are not limited to makeup, soap, and hair care products. 


Should you need to make a return please contact info@ecologicalmarket.com 


We are here to help!