Shipping policy

Shipping + Delivery Policy

We carefully pack and ship every CICADA order from our Tucson, Arizona studio. Once your order leaves our facility, you will receive tracking information by email so you can follow its journey. If you do not see the tracking information, please check your junk or spam folders. 

Order Processing

Orders are processed during regular business days, excluding weekends and holidays. While we typically ship next business day, processing times may vary during launches, promotions, trade-show seasons, or periods of unusually high order volume.

Preorder and backordered items will ship according to the estimated timeline provided on the product page or in your order confirmation.

Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please contact us as soon as possible if an address needs to be corrected. Once an order has been processed or transferred to the shipping carrier, we may not be able to make changes.

CICADA is not responsible for packages delayed, returned, or delivered incorrectly because of an incomplete or inaccurate address supplied by the customer. Additional shipping charges may apply if an order must be reshipped.

Carrier Delays

Once an order has been transferred to the shipping carrier, delivery timing is outside of CICADA’s direct control. Weather, holidays, staffing disruptions, and other carrier-related issues may occasionally cause delays.

Tracking estimates are provided by the carrier and are not guaranteed delivery dates.

Packages Lost in Transit

If tracking has not updated for an extended period or the carrier indicates that the package may be lost in transit, please contact us at hello@thehouseofmemory.com.

We will review the tracking information and, when appropriate, open an inquiry or claim with the shipping carrier. Replacement or refund options will be determined after the carrier’s investigation and based on the circumstances of the shipment.

Packages Marked Delivered but Not Received

Shipping carriers occasionally mark packages as delivered before they are physically placed at the delivery location. Packages may also be left with a neighbor, leasing office, front desk, mailroom, package room, or another secure area.

If your tracking shows “delivered” but you cannot locate the package, please:

1. Allow up to two business days for the package to appear.
2. Check all entrances, porches, mailboxes, package rooms, and other possible delivery areas.
3. Ask household members, neighbors, building management, or front-desk staff whether they accepted the package.
4. Contact the shipping carrier directly for additional delivery details.

If the package is still missing after completing these steps, please contact CICADA within seven days of the delivery scan. Include your order number and confirmation that you have checked with the carrier and your surrounding delivery locations.

A delivered tracking scan does not automatically qualify an order for a refund or replacement. CICADA will review each situation individually and may assist with a carrier inquiry. Any replacement, refund, or store credit offered for a package marked delivered will be provided at CICADA’s discretion.

Package Theft

Customers are responsible for providing a safe and secure delivery location. CICADA is not responsible for packages that are lost or stolen after confirmed delivery by the shipping carrier.

For locations where package theft or delivery issues are a concern, we recommend shipping to a staffed business, secure package locker, leasing office, or another location where someone can receive the order.

Returned Packages

Orders returned to CICADA because of an incorrect address, refused delivery, or repeated unsuccessful delivery attempts may be reshipped at the customer’s expense.

Original shipping charges are nonrefundable. Any additional shipping costs required to resend the package will be invoiced before the order is shipped again.

Questions

Please contact us at hello@thehouseofmemory.com with your order number and tracking information. We are always happy to help review the shipment and determine the appropriate next steps.

Shipping Fees

We work hard to keep shipping rates affordable:

• Domestic orders under $99: $8 flat rate.

• Domestic orders over $99: Free shipping.

• International orders: Shipping rates vary by location and weight.