Shipping policy

Complete Shipping Policy - UrSuperMart.com

Thank you for shopping at UrSuperMart.com. We appreciate your business.

Our Fulfillment Model

We are a direct-to-customer fulfillment business, which means products are shipped directly from our suppliers to our customers. In the United States, your orders will be delivered by USPS.

Once an order is placed, you will receive notifications via email from support@ursupermart.com.

Order Processing

Processing Time

Order Cutoff Time: 3:00 PM EST, Monday – Friday

Orders placed after 3:00 PM EST Monday through Friday will be processed the next business day.

Order Handling Time: All orders are processed within 0-3 business days (excluding weekends and holidays).

Once your order is received and processed, you will receive an email notification from support@ursupermart.com.

Order Verification and Fraud Prevention

To protect against fraudulent transactions, we reserve the right to verify orders before processing. This may include:

• Requesting additional identification or payment verification
• Contacting the customer via phone or email
• Requiring Address Verification Service (AVS) and CVV confirmation
• Canceling orders that fail verification checks

High-Risk Orders: Orders flagged for potential fraud (mismatched billing/shipping addresses, unusually large orders from new customers, rush shipping to high-risk locations) may be delayed or canceled.

Shipping Times and Rates

Transit Time: Orders are quickly shipped with a transit time of 5-8 business days. We work hard with our partners to ensure your orders get to you as quickly as possible.

Total Estimated Shipping Time: 5 to 11 business days from order placement

U.S. Shipping Rates and Delivery Estimates

Standard Shipping Rate: Our economy shipping rate is $12.95 per order.

Free Shipping: All U.S. shipping orders include Free Economy Shipping, with the $12.95 fee automatically waived at checkout.

Delivery Timeline:

• Economy Shipping: 5 to 8 business days after order processing
• Total estimated delivery time: 5 to 11 business days from order placement

Shipping Restrictions: We are unable to ship to U.S. Virgin Islands, Guam, Puerto Rico, Micronesia, and American Samoa.

Signature Requirements

High-Value Orders: Orders exceeding $200 may require signature confirmation upon delivery at our discretion. This protects both you and us from theft claims.

Unattended Delivery: By default, USPS may leave packages unattended. If you require signature confirmation for security purposes, please contact us before your order ships. Additional fees may apply.

Customer Address Responsibility

Address Accuracy

Customer Address Verification: Customers are responsible for providing accurate and complete shipping addresses at checkout. Please carefully review your shipping information before completing your order.

Incorrect Address Policy

If a package is returned to us or marked undeliverable due to an incorrect, incomplete, or invalid address provided by the customer, we are not responsible for the loss. In these cases:

• The customer will be responsible for the original shipping cost of $12.95
• Reshipment to a corrected address will require payment of a new $12.95 shipping fee
• If the package is lost due to address errors, refunds will not be issued

Address Changes: Once an order has been processed and shipped, we cannot modify the delivery address. Please contact USPS directly to attempt package interception (additional fees apply and success is not guaranteed).

Shipment Confirmation and Tracking

You will receive a shipment confirmation email from support@ursupermart.com with a tracking number once your order has shipped.

Tracking Activation: Your tracking number will be active within 24 hours.

Order Tracking: Click here to track your order

If you do not have your tracking number, order number, or email address, please email support@ursupermart.com for assistance.

Tracking and Delivery Confirmation

Proof of Delivery: USPS tracking showing "Delivered" with GPS coordinates and/or delivery photo constitutes proof of delivery. This includes deliveries marked as left at the door, mailbox, or with a neighbor.

Tracking Disputes: If tracking shows delivered but you claim non-receipt, you must:

• Check with household members and neighbors
• Check all possible delivery locations (porches, side doors, mailboxes)
• File a report with your local post office
• Wait 3 business days before contacting us

Canceling Orders

Please email support@ursupermart.com with the subject "CANCEL MY ORDER" and provide your order number, name, address, and a good phone number to contact you if necessary.

You can also call our support helpline at 908-220-3128.

Delivery Refusal Policy

Refused Packages: If you refuse delivery of your package, you will be responsible for:

• Return shipping costs
• Original shipping fee of $12.95 will be deducted from any refund
• A 22% restocking fee may apply

Refusal of delivery does not constitute a valid return request unless the package is damaged or incorrect.

Lost or Stolen Packages

Please check your surroundings, as sometimes packages might be misplaced, may have moved, or were simply placed in the wrong area.

Lost Packages

If tracking shows your package was not delivered, please contact us immediately. We will investigate with the carrier and provide a replacement or full refund at no cost to you.

Stolen Packages After Delivery

Once the carrier confirms delivery with tracking and/or proof of delivery, responsibility for package security transfers to the customer. We recommend having packages delivered to a secure location or using carrier hold-for-pickup services. However, we encourage customers to contact us if theft occurs, and we will work with you on a case-by-case basis to find a resolution.

Undeliverable Mail Policy

Returned Packages: If USPS returns your package to us as undeliverable (wrong address, unclaimed, refused), we will contact you. You will be responsible for:

• Any return shipping costs incurred
• New shipping fees for reshipment ($12.95)
• The package will be held for 14 days before being restocked

Damaged Items

If your package arrives damaged, please contact us immediately with photographic documentation. We will process a replacement or refund at no cost to you and handle all carrier damage claims internally.

Required Photo Documentation

To process your damage claim efficiently, please provide clear, well-lit photos that include:

• Full package exterior: Photos from all angles (front, back, sides, top, bottom) showing the outer shipping box
• Shipping label: A clear, fully readable photo of the complete package label including tracking number and address information
• Outer box damage: Close-up images of any visible damage to the exterior packaging
• Inner packaging: Photos of the inner box or shipping container showing how the item was packed
• Damaged item: Clear images of the actual product damage from multiple angles

Photo Quality Requirements: All photos must be clear, in focus, and properly lit to show damage details. Blurry or dark photos may delay claim processing.

Resolution Process

Once we receive your complete documentation, we will immediately process your replacement or full refund. If the damaged item needs to be returned for our carrier claim documentation, we will provide a prepaid return shipping label at no cost to you.

Returns and Shipping Cost Deduction

Return Shipping Responsibility

Customers are responsible for arranging and paying for return shipping. We do not provide prepaid return shipping labels. You may use any carrier of your choice to return items to us.

Example: An item purchased for $50.00 with free shipping would result in a $37.05 refund ($50.00 - $12.95) if returned. You would also be responsible for the cost of shipping the item back to us.

Exceptions

The shipping fee will not be deducted and we will provide a prepaid return shipping label at no cost to you if the return is due to:

• Defective or damaged items received
  • Qualifying Photo / Video showing damage items is received
• Incorrect items shipped
• Merchant error in order fulfillment

In these cases, you will receive a full refund and we will cover all return shipping costs.

Complete Return Policy: Our Return & Refund Policy provides detailed information about options and procedures for returning your order.

International Shipping

Outside of United States Shipping: At this time, we do not ship outside of the United States.

Customs Policy

Some products sold on UrSuperMart.com may require clearance by U.S. Customs. Please note that the time required for customs clearance is beyond our control and may vary depending on the product and the authorities involved, as well as their manpower.

Orders pending customs clearance are not eligible for refunds or cancellations until the clearance process is complete.

Import Restrictions: Some products may be restricted or prohibited for import into certain U.S. territories. Customers are responsible for verifying that products can be legally imported to their location.

For more information, please contact us at support@ursupermart.com.

Limitations on Responsibility

While we are committed to ensuring customer satisfaction, there are certain situations where we are unable to accept responsibility for delays, damages, or losses that may affect your order. Specifically, we do not take responsibility for:

Seasonal and Peak Shipping Periods

During high-volume shipping periods such as holidays, Black Friday, Cyber Monday, and other peak seasons, shipping carriers experience significantly increased package volumes that may result in delivery delays. Industry data shows that 10-12% of packages face delays during holiday periods compared to 6-9% during regular operations. These delays are outside of our control and are carrier-dependent. We cannot guarantee delivery times during these periods, nor can we accept responsibility for late arrivals caused by seasonal volume surges.

Weather Events

Natural occurrences such as hurricanes, floods, storms, or other extreme weather conditions may disrupt logistics and delivery services. In such cases, we cannot guarantee the timely arrival of your order, nor can we accept returns or exchanges due to delays caused by these events.

Strikes

Labor disputes or strikes involving shipping companies, delivery services, or other third parties may result in interruptions to our usual services. We are not liable for any delays, damages, or failures to deliver resulting from these situations.

Third-Party Events

Events outside of our control, including but not limited to pandemics, government regulations, or unforeseen disruptions in supply chains, may impact our ability to fulfill orders or process returns. We cannot be held responsible for any consequences arising from such events.

Carrier Service Disruptions

We are not responsible for delays or failures in delivery caused by carrier capacity limitations, route changes, facility closures, or carrier operational decisions beyond our control.

Technology Failures

System outages, website downtime, payment processing failures, or email delivery issues that prevent order placement or tracking access are not grounds for refunds or compensation.

Payment Disputes and Chargebacks

Payment Disputes: Filing a chargeback or payment dispute before contacting us to resolve an issue may result in:

• Suspension of your account
• Reporting to fraud databases
• Legal action to recover costs

We encourage you to contact us first at support@ursupermart.com to resolve any concerns. We maintain comprehensive records including tracking, delivery confirmation, and correspondence to defend against unwarranted disputes.

Customer Data and Order Records

Record Retention: We maintain shipping records, tracking information, and customer correspondence for 365 days for order verification and dispute resolution purposes.

Customer Responsibility: Customers should retain their order confirmation emails, tracking numbers, and correspondence for their records.

Response Time

We work very hard to get your order out to you as quickly as possible. We have a response time to your email of 0-3 business days after your email notification is received. Please see our contact information and business hours below.

Agreement to Policy

By placing an order on our website, you agree to this Shipping Policy.

Changes to Shipping Policy

We reserve the right to update or modify this shipping policy at any time. Any changes will be reflected on this page, and we encourage you to review it periodically.

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Thank you for your understanding and support of UrSuperMart.com. We appreciate your business and look forward to serving you in the future.