Delivery Policy

OBSERVED HOLIDAYS

No fulfillment or customer service occurs on the following US holidays: 

  • New Year's Eve and New Year's Day
  • Martin Luther King Jr. Day
  • President's Day
  • Memorial Day
  • Independence Day (July 4)
  • Labor Day
  • Veteran's Day
  • Thanksgiving Day
  • Christmas Eve and Christmas Day

UNITED STATES DOMESTIC SHIPPING

Fulfillment Schedule: Bastion uses a third-party fulfillment service to pick, pack
and ship your order from warehouse locations in Arizona and New Jersey USA.
Orders are processed Monday through Friday 7A to noon.  The warehouse does
not ship on weekends or holidays. If an order arrives after Friday noon, it will not
process until Monday (unless Monday is a US holiday).

It is not uncommon for orders to begin fulfillment within two hours of order
payment depending on the time of day the order is placed. Order modifications or
cancellations are not possible once an order enters the fulfillment queue, even if
a tracking number has not yet been generated. The physical shipping process is
well underway before the digital tracking data is finalized and transmitted to the
customer.

While it is not typical, orders may be split between warehouses depending on
inventory availability, resulting in multiple shipments from different locations with
different delivery schedules. We cannot demand or guarantee a single shipment.
The fulfillment service partners with regional, national, and international delivery
services (e.g., UPS, FEDX, USPS, Cirro, UniUni, OnTrac, (CAPost, Royal Mail,
AUPost). Customers cannot choose a specific carrier.

Delivery Schedule: Estimated average delivery time depends on the service level
selected at checkout: STANDARD (7-10 business days) or EXPEDITED (3-5
business days). Delivery times are estimates only and not a guarantee with the
exception of paid expedited delivery service that requires signature at delivery.
Transit times may exceed delivery estimates due to carrier delays (weather,
temporary service outage, etc).  There is no guaranteed date/time of delivery for
free delivery services.

Expedited Delivery Service: There is a service fee for expedited service.
Signature is required at time of delivery. Expedited delivery does not ship to PO
boxes.  Expedited deliveries are during normal business hours (weekdays M-F)
only.  No weekend delivery service is available.  Please note this when
ordering later in the week; orders arriving for processing Wednesday
through Friday may not qualify for same week delivery depending on
delivery option purchased.

P.O. Box or APO/FPO Addresses: BASTION® ships to addresses within the
U.S., U.S. territories, and in most cases APO/FPO/DPO addresses. For PO
Boxes and APO/FPO/DPO addresses, BASTION® uses USPS First-Class
delivery as the default service.

 

INTERNATIONAL SHIPPING (OTHER THAN USA AND TERRITORIES)

Currently, we ship to the UK, several Candian regions, and several Australian
regions. We plan to expand to more non-US destinations in the coming months.
We appreciate your patience.


We collect Duties and Taxes (DDP) within the cart during the final payment
process. There is no method to opt out of DDP payments.
Fulfillment schedule follows the same domestic schedule (see above).
International Delivery Schedule: Estimated average delivery time depends on the
service level selected at checkout: STANDARD (4-20 business days) or
EXPEDITED (3-5 business days).  Delivery times are estimates only and not a
guarantee with the exception of paid expedited delivery service that requires
signature at delivery.


Transit times may exceed delivery estimates due to carrier delays (weather,
temporary service outage, etc).  There is no guaranteed date/time of delivery.
Expedited Delivery Service: There is a service fee for expedited service.
Signature is required at time of delivery. Expedited delivery does not ship to PO
boxes.  Expedited deliveries are during normal business hours (weekdays M-F)
only.  No weekend delivery service is available.  Please note this when
ordering later in the week; orders arriving for processing Wednesday
through Friday may not qualify for same week delivery depending on
delivery option purchased.

 

SHIPPING CONFIRMATION & TRACKING INFORMATION

You will receive a Shipment Confirmation email once your order is fulfilled.  The
confirmation includes the tracking number. If you have not received an order
tracking update within 3 business days of your order payment date, please
contact our Customer Service team.

 

SCANNED AS DELIVERED BUT NO PHYSICAL SHIPMENT

We do not take immediate action to reship or refund the day something is
scanned as delivered but physically missing.  It often happens that ground
delivery service will scan the shipment as delivered at a transit hub rather
than the final destination.  It typically takes 1-2 business days after the
scan to receive the package.

In the interim, do not wait to take the following steps, as shipments are rarely lost
and have a high success rate of recovery: 
§  Verify Address: Double-check the shipping address on your order confirmation
to ensure it is correct. 

§  Search Thoroughly: Check porches, back doors, side gates, mailboxes,
bushes, and even your garage, as carriers might hide packages for security. 
§  Ask Around: Inquire with household members, roommates, or neighbors, as
they might have accepted it for you or received it by mistake. 
After checking and asking around, contact the carrier and provide your tracking
number.  Most have GPS details that will help with locating shipment.  Customers
need to wait 10 business days before submitting a missing shipment claim.  We
allow delivery services 7-10 business days after fulfillment date to fulfill before
filing a lost shipment claim no matter the distance between fulfillment center and
destination.

SHIPMENT DAMAGE

BASTION® will replace products damaged during the shipping process. Contact
our Customer Service team within 1 business day of receiving damaged goods.
We require clear pictures of damage to shipping container (envelope/box) AND
damage to product(s). We are not liable for damage caused by
persons/businesses who manage your deliveries.

 

MISSING SHIPMENTS
BASTION® does not immediately reimburse or replace orders that have been
confirmed as delivered by any carrier, where buyer/recipient claims package is
missing. If delivery address is not a private mailbox directly accessible to carrier,
we are not liable for a missing shipment. If mail is managed by a third-party, you
must work with that party to locate your shipment or seek compensation for
loss/damage.

 

STOLEN ORDERS
BASTION® does not reimburse or replace orders that have been confirmed as
delivered by any carrier, where buyer/recipient claims theft. Contact law
enforcement for theft-related issues. In some circumstances, you may be able to
file a loss claim with your home/renter’s insurance.

RETURNS

Please see our Return and Refund Policy as it provides detailed information about options and procedures for returning your order.