Shipping Policy

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Last Updated: February 2026 by Jessa Otero

This website (thegreysanctuary.com) and the brand Juicy Zone are owned and operated by Jessa Otero, based in Bayamon, Puerto Rico, 00957; hereafter referred to as “The Company”, “The Store”, “We”, or “Juicy Zone”. The terms “client”, “you”, or “user” refer to the person or party who navigates, uses, or purchases from the store. By accessing or using any part of the site, you agree to be bound by these Terms of Service. Please read them carefully before proceeding.

1.0 General Shipping & Workflow Transparency

Even though our small team consists of people with full-time jobs outside of the creative industry, all orders are processed via USPS from Bayamon, PR. Depending on the efficiency of your local postal services and peak seasonal volumes, the delivery of items may take 2 to 4 weeks (domestic) and 2 weeks to 3 months (international).

• All physical orders are processed within 3–5 business days.
• All downloadable digital orders are delivered instantly via email.
• Our store operates from 8 AM to 4 PM AST (Atlantic Standard Time).
• Update notifications will be sent via email with a tracking number once the order has shipped.

We will explain important details, including breakdowns and procedures about our shipping processes and the rules. It is our duty to provide the best experience, transparent communication, and consistent commitment, not just for our merchandise, but also for our clients. Our customers need to understand how our store operates and be aware that our shipping timeframes are not always as quick as giant corporations; however, with your support and loyalty, we can strive for the best for our community.

1.1 Shipping Rates & Calculation

Shipping costs are calculated automatically at checkout based on real-time USPS rates, considering package weight, dimensions, and destination. We primarily utilize USPS Ground Advantage First Class (max. 15 oz) and Small Flat Rate Boxes (max. 4 lbs). In case of special circumstances with peculiar merchandise, we can use a different method of USPS shipping. The latter will be stated in the checkout before the client completes the order.

• Shipping costs for the order are non-refundable.
• Clients are responsible for all customs duties and local taxes.
• Our standard shipping is flat rate based on weight (calculated at checkout).
• Orders for Puerto Rico and the USA may take 2 to 4 weeks (domestic) and elsewhere 2 weeks to 3 months (international).
• Shipping prices can increase due to external factors outside of our control, and depending on the carrier’s policies, seasons, weight, zones, destination address, etc.

1.2 The Secret Club’s Free Shipping Perk

We offer a special Free Standard Shipping (US & PR only) as a premium benefit available to the active and/or legendary members of the “Mi Ciela Club”. To read more about the free shipping perk, please visit the Membership page. This benefit applies exclusively to orders inside the secret club, including but not limited to “juicy merch”, “juicy craft”, and “traditional artwork”.

• Eligibility: You must have a registered or active membership account.
• Exclusions: This perk does not apply to digital-only products, points-redemption prizes, or non-club merchandise.
• Threshold: Free shipping applies only to orders of “juicy merch” totaling $100 or more.

2.0 Insurance & Singanture Confirmation

All Juicy Zone physical orders are protected with USPS’s built-in insurance for Ground Advantage that includes shipping insurance and a tracking number by default. However, the signature insurance is only applied by us for free, to “traditional artworks or craft pieces” inside the secret club for the loyal members as a special perk. If any of these circumstances happens please contact us via juicyzone.store.help@gmail.com within 15 days (after the estimated delivery).

3.0 Duties & Taxes

The customer is the “importer of record,” and it’s their responsibility to cover any import duties, VAT, or local taxes charged by their country’s customs office. Juicy Zone is not responsible for delays caused by customs processing.

4.0 Estimated Delivery Time & Logistics

Certain merchandise, such as books, collectible craft/sculpture, and prints, may ship separately due to size differences, procedures, and logistical reasons. The client will be updated on the order’s status and provide an estimated delivery date.  Please understand that potential delays due to restocks or special circumstances may happen. Delivery time is estimated based on USPS via their platform, which means we don’t have control over or are not responsible for the external factors the package may encounter.

5.0 Environmentally Conscious Shipping

We believe in a sustainable shipping process that benefits the environment. To minimize our carbon footprint, we are focused on the re-use of mixed previously good condition materials for package handling and protection to reduce waste and shipping expenses.  This also include to package the orders into a single box as much as possible.

The package’s visual state and its shipping material contents may include the following, but not limited to: A variety of cardboard materials from different brands, shredded tiny papers, old but good condition material for protection, reused bags/boxes, pieces of tape, and a trial of sketches, paints, or markers. This is to establish a unique brand style that aligns with the chaotic, monstrous brand of Juicy Zone.

6.0 Address Accuracy & Undeliverable Packages

Clients should double-check their address at checkout and their order contents before completing the transaction. If a package is returned to us due to an incorrect address provided by the customer or the client bought the incorrect items, they will be responsible for the “re-shipping” fee.

Address Changes: We are not responsible for orders shipped to an address that was not updated by the client before fulfillment. In these cases, we are not obligated to provide a refund or replacement.

Lost or Destroyed Packages: If a package is lost, destroyed, or sent to an incorrect address due to customer error, Juicy Zone is not liable. The client must place a new order. This applies even if the items are limited edition or no longer in stock.

Carrier Errors: In rare cases where the package is lost or stuck due to a carrier (USPS) error, we will assist the client in filing an insurance claim, but the outcome is subject to the courier’s investigation.

Client accepts that the prices and guidelines of these policies can change under any circumstances without prior notification. Contact us at jessa@thegreysanctuary.com or juicyzone.store.help@gmail.com at any time. Please provide us 2- 5 business days to respond. Visit the FAQ, Privacy Policy, Refund Policy, Shipping Policy, and Terms of Service pages.