Shipping policy
Order Processing & Shipping
Processing Time
Orders are typically processed within 1 to 3 business days (excluding weekends and holidays). Please be aware that actual processing times can vary; for more specific estimated processing times, look at the page/s for the product/s youโre ordering. When we know a product will probably take longer than usual to ship, we note that on the product page.
Shipping Rates
Shipping charges for your order will be calculated and displayed at checkout.ย
Please be aware that Proof Syrup comes in glass bottles, and glass is heavy! Shipping fees charged to our customers are less than the actual shipping cost to us.ย
Expedited Shipping
Expedited shipping is available for some orders, for an additional charge. If you donโt see expedited shipping options at checkout, thatโs because some of the items in your cart donโt qualify.
Notifications Youโll Receive
Youโll receive an order confirmation email when we receive your order. This email will include your order number, so please keep it in case you need to contact us.ย
You will receive another email notification when a shipping label has been created for your order. This email, which will include a tracking number, means that shipping should be imminent, not that it has already occurred. For this reason, please allow up to 72 hours for the tracking number to show activity in the shipping carrierโs system.
If you do not receive one or both of these emails, please check your spam/junk folder. If itโs not there, email us at support@proofsyrup.com with your name, address, and the date of your order, and your order number if you have it.
Carriers We Use
We use all four major carriers for shipping, though in practice most of our orders go through FedEx.
International Shipping
We do not currently offer international shipping.ย
Shipping Delays & Problems
During high-volume periods or during/after extreme weather events, our fulfillment partner, shipping carriers, or both may experience delays. These are outside our control, but we will do everything possible to keep our customers updated about their orders. Contact us at support@proofsyrup.com with your name and order number, and we will look into it for you.
Once an order leaves our fulfillment center and is in the shipping carrierโs hands, we no longer have control over its disposition. If you havenโt received your order within 14 days of receiving your shipping confirmation email, please contact us at support@proofsyrup.com with your name and order number, and we will look into it for you.
Canceling Duplicate/Misdirected Orders
Once in a while a customer will accidentally duplicate an order or send us an old/incorrect address saved by their browser. If this happens to you, email us at support@proofsyrup.com IMMEDIATELY upon noticing the problem so we can try to fix it before your order ships. Include your full name, order number, and a description of the error.
Please do not message us on social media โ doing so may cause a delay long enough for your order to pass the point of no return (literally!) in our system, and then everything gets a lot more complicated. Emailing support@proofsyrup.com is always the best and fastest way to contact us with customer service issues.
NOTE: We cannot guarantee weโll be able to cancel or redirect the order before it ships โ during non-peak times of year, items can ship in as little as one business day โ but we will make every effort to do so.
Returns & Exchanges
We cannot accept returns of opened Proof Syrup, or of discounted merchandise. We will replace damaged bottles and broken products. See the โReplacementโ section below for details.
Should you encounter something that concerns you, or if a bottle you just opened (and that is within its best-by date) seems to be spoiled or otherwise not right, please email us immediately at support@proofsyrup.com so we can figure out whatโs up. We take the quality of our products very seriously, and we appreciate customer feedback.
While we do not accept returns of discounted items or opened syrup, if you wish to return sealed bottles, please email us at support@proofsyrup.com. We reserve the right to deny a refund of any order based on the circumstances.
We will replace products that are damaged in shipping. Please send photos of broken or damaged items and their packaging to support@proofsyrup.com so we can verify their condition; this also helps us figure out what happened so we can prevent future breakage.
Got Questions?ย
We do everything we can to make sure every customerโs experience with us is perfect, from browsing the site through sipping that first cocktail. But sometimes the universe plays its merry little tricks on us โ man plans, and God laughs, right? โ so hereโs where to start if your Proof experience somehow goes awry.
Online Help
Browse our FAQ or check out our Help Center if you have questions about your order. Most of the time you wonโt be the first customer to experience your particular situation, and we do update the FAQ and Help Center frequently.ย
Proof Customer Service
If you donโt find the answers you seek online, email us at support@proofsyrup.com with any questions or concerns. Include as much information as you can about the order, including your name, address, phone number, items ordered, and order number (if you have it). The more we learn from you up front, the more quickly weโll be able to help.
We typically respond to email within 24 hours, so if you donโt have a message from us by the following day, and itโs not a super-busy time of year (i.e., Christmas season), please check your junk/spam folder for our reply, and look in your sent mail to make sure our email address is correct. (Itโs support@proofsyrup.com, not โproofsyrups.โ)
We do try to respond to messages left through social media, but that is NOT the most direct or efficient way to reach the staff members who can actually help you. Emailing support@proofsyrup.com automatically creates a ticket with our customer service department and thus gets attention most quickly.
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