Impostor footage. Not the brothers
Packed under supervision
Getting itto yourfront door
Dispatch is not a department. It is one person with a roll of tape, and two dogs who have decided the packing table is theirs. This is the whole policy for sending you a parcel: how quickly we pack it, how long it takes to reach you, and what we do when something goes wrong on the way.
The short version
The whole thing, in figures
Business days are Monday to Friday. Weekends and public holidays where we pack are not business days and do not count. Days on their own are ordinary calendar days. Hash has been told about weekends. He has not accepted them.
- Dispatch
- 1 to 3 business days
- From your payment clearing to the parcel leaving us.
- Delivery at home
- 2 to 7 business days
- An estimate, counted after dispatch. That is 3 to 10 business days from the moment you pay.
- Delivery abroad
- 7 to 21 business days
- An estimate, counted after dispatch. That is 8 to 24 business days from the moment you pay.
- Tracking
- Every parcel
- The number reaches you by email the day it leaves.
- Damage or a missing item
- 7 days
- From delivery, to tell us about it.
- Lost at home
- 20 days
- Past the last day of the delivery estimate.
- Lost abroad
- 40 days
- Past the last day of the delivery estimate.
The policy in full
Everything you can hold us to
Every rung carries a chip. Where it says the policy is set, the words are a commitment and not a hope. Where it says the decision has not been made, nobody has made it, and it stays blank until somebody does, because a friendly guess about where we post to is a promise somebody will plan a birthday around.
Policy set
We pack and send within 1 to 3 business days
Your dispatch window starts when your payment clears, not when you press the button, and it runs for 1 to 3 business days. Almost everything goes sooner than that.
Business days are Monday to Friday. An order placed on a Saturday starts its clock on the Monday morning, and a public holiday where we pack does not count either. So a Friday evening order and a Monday morning order usually leave on the same day.
If an order is going to miss that window we email you before it runs out, not after, and we tell you the new date. If the delay is not acceptable to you, say so and we refund you in full.
Policy set
Delivery is counted from dispatch
To an address in the same country we post from, delivery takes 2 to 7 business days after dispatch. To any other country it takes 7 to 21 business days after dispatch.
Counting from the moment you pay, that is 3 to 10 business days at home and 8 to 24 business days abroad, at the outside. We state it both ways because the two clocks run one after the other and adding them up yourself is where a bad surprise comes from.
These are estimates and we describe them as estimates every time. Once a parcel is with a carrier its speed belongs to the carrier, and a delivery date this shop cannot enforce is a promise made with somebody else's money. Weather, strikes, customs and the weeks before a holiday all add time.
Policy set
Every parcel is tracked
There are no exceptions and there is no cheaper untracked option to choose by mistake. Tracking protects you and it protects us, so it is not optional on either side.
The tracking number and a link to follow it reach you by email on the day your parcel leaves us, at the address you gave at checkout. Our email arrives from info@potatoandhash.com. Save that address in your contacts and it will not slide into a spam folder.
If the day after dispatch arrives and you still have no tracking number, write to info@potatoandhash.com and we will send it again.
Policy set
The address is yours to get right
We post to the address you type, exactly as you type it. A missing flat number, a transposed postcode or an old house is quite enough to send a parcel to a stranger, and none of those are things we can see from here. Read it once more before you pay.
If you spot a mistake, email info@potatoandhash.com immediately. We can change an address at any point before the parcel is packed, and packing starts as soon as your payment clears. A parcel can be gone in 1 business day, so there is no safe window to wait out: write the moment you notice. Once a parcel is with the carrier the address is fixed and we cannot pull it back.
A parcel delivered correctly to an address you typed wrongly counts as delivered. It is not a lost parcel and it is not refunded. If it comes back to us we email you, and you can pay the postage to have it sent out again.
Policy set
Refused, uncollected and undeliverable parcels
When nobody is in, a carrier usually leaves a card and either tries again or holds the parcel at a local depot. How long they hold it is their rule and not ours, and it is on the card and on your tracking page. Collect it in time and this rung never applies to you.
A parcel that is refused at the door, or that nobody collects, comes back to us. When it arrives we email you and you choose. We send it out again once you have paid postage for the second journey, or we refund you.
A refund here covers the price of the goods. It does not cover the postage you originally paid, because that service was bought and used, and any charge the carrier makes for carrying the parcel back comes out of the refund. Refusing a parcel is not the same as returning one. If you have simply changed your mind, the returns policy is the better door and it treats you better.
Policy set
When a parcel counts as lost
A parcel is lost 20 days past the last day of its delivery estimate at home, and 40 days past the last day abroad. Those are calendar days rather than business days.
The wait is there for two honest reasons. Carriers will not accept a claim before it, so a replacement sent early is one we pay for twice. And a surprising number of parcels that have stopped moving start moving again inside that window.
Once the wait is over, tell us and we replace the order or refund it in full, including the postage you paid. Which one is your choice, not ours.
You have 60 days from the charge to bring a problem to us. A parcel sent abroad can still be inside the wait above when that runs out, so for a lost parcel the clock starts the day the wait ends and not the day you paid. Our own waiting period is never allowed to close a door on you.
While you are waiting, you are not waiting alone. Email us and we open the carrier trace ourselves rather than leaving you to refresh a tracking page.
Policy set
Damaged, or something missing from the box
Check your order when it arrives and tell us within 7 days of delivery if anything is broken, or if something on your order is not in the box.
Photographs are what settle this quickly: the damaged item, the outside of the box, and the label. Keep the packaging until it is sorted out, because a carrier claim can need it. If a parcel looks crushed before you take it, photograph it on the doorstep.
We then replace the item or refund it, and you do not pay postage either way. Tell us later than that window and we will still try, but a carrier claim may no longer be open to us. That is why the window is short, rather than us being difficult about it.
Policy set
Where we post to, and who carries it
We post to 23 countries. Postage is a flat $6.00 inside the United States and free on orders over $75.00, and a flat $18.00 everywhere else, with no free threshold abroad because the postage on one parcel to the far side of the world is most of what the parcel is worth.
The full list is: United States, Canada, United Kingdom, Ireland, Australia, New Zealand, Germany, France, Spain, Italy, Netherlands, Belgium, Austria, Denmark, Sweden, Norway, Finland, Portugal, Poland, Czechia, Switzerland, Japan, and Singapore. If your country is not on it, the checkout will not let you enter an address, and you find that out while your basket is still a basket rather than after you have paid. Postage is always shown as its own line before payment. There is no fee that appears at the end.
Some addresses are closed to us inside those countries: anywhere our carrier will not go, and anywhere under a sanction or an import ban. Where that applies we cancel and refund in full rather than sit on an order we cannot post.
Who carries it is not fixed, and that is deliberate. We are a small shop and the sensible carrier for a sticker is not the sensible carrier for a hoodie going to Japan. What is fixed is that every parcel is tracked without exception, and the carrier and the tracking number are both named in the email you get the moment it leaves. Naming a company on this page before there is an account with them would be a claim about somebody else's business.
Owner suppliedThe country the business is registered in is not settled yet, which is why the estimates on this page are split into at home and abroad. Home means the United States, which is what the postage line above and the checkout both say. If that ever changes, this page and the rates in the checkout change together.
Crossing a border
Import duty is yours to pay.
Read this before you order from outside our home country.
The price at our checkout covers the goods and the postage. It never includes import duty, customs clearance fees, carrier handling charges or local sales tax.
Those charges are set by the country your parcel is going to. We do not collect them, we never receive a penny of them, and we cannot work out in advance what yours will be. Your local customs office can tell you what to expect for the sort of thing you are buying, and asking them first is a good hour spent.
The carrier usually asks you to pay before handing the parcel over. If the charge goes unpaid, the parcel is refused at the border and sent back to us. That is treated exactly like a refused delivery: you get the price of the goods back, without the postage you paid and without whatever the carrier charges to bring it home.
We declare the true contents and the true price on every customs form. We do not mark an order as a gift, we do not write a lower value, and we will not do it if you ask. It is fraud, it puts your parcel at risk of seizure, and it is the one request we always refuse.
An import charge you did not expect is not a fault with your order, and it is not grounds for a refund. Nothing here removes your right to ask your bank, because no shop policy can do that. What it does mean is that the charge was set and collected by your own country and we never see a penny of it, so a dispute over one is answered with the tracking and with this page. It exists so that nobody can say they were not told.
Two doors from here
Where this policy hands over
This page covers a parcel on its way to you. Two other pages take over where it stops, and all three are written to agree with each other rather than to overlap.
Returns and refunds
For a parcel that arrived and is going back: a change of mind, the wrong size, an item you no longer want. It covers what can come back, the condition it has to be in, and how a refund is worked out. A damaged parcel starts on this page and finishes on that one.
Chargeback policy
For anything that has gone wrong with a payment. Tell us first. We answer in 2 business days and you have 60 days from the charge to raise it. A bank dispute takes months and a person reading your email takes an afternoon, which is the entire argument.
Where this page stands
A policy you can hold us to.
The store is open. Customer accounts and personalised video requests are planned and neither of them exists yet. Every figure above applies to every parcel we send from today. When any of it changes, we say so plainly rather than quietly switching it over.
Payments are handled by Stripe. Your card number goes straight to Stripe. This site never sees it and never stores it.
Not legal adviceThis page has not been reviewed by a lawyer, and nothing here claims the site is certified or compliant with any consumer or distance selling law. Several of those laws set minimum rights that a policy cannot reduce. Where the law where you live gives you more than this page does, the law wins and we follow it.
Ask about shipping
Every parcel question lands in one inbox.
Anything on this page, or anything it does not cover, goes to info@potatoandhash.com. If the honest answer is that we have not decided yet, that is the answer you will get.