• Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbors and still don’t have it, please reach out to us here and we’ll do our best to help!

• If your shipment tracking link for your order has not been updated beyond the “pre-shipment” or “label created” stage in 2 weeks, please contact us so we can look into it for you.
• For orders shipping within the US: If you have not received your package within 3-4 weeks of ship date, please contact us as soon as possible so we can research the issue for you.
• For orders shipping outside of the US: If you have not received your package within 6 weeks of ship date, please contact us as soon as possible so we can research the issue for you.
• You have up to 60 days from the date of shipment to submit a claim for a lost package to be considered for a refund for your missing item(s), or a reshipment if stock permits.
• Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.

• Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility.
• If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.

• We typically refer to this stage as “pre-shipment”. This could mean a couple of things:
• Your order has been packed and is ready for shipment but the carrier has not yet picked it up from the fulfillment center
• The carrier has picked up your package but has not scanned it into their system yet
• If the status does not update within 7 days, please reach out directly to the carrier
• If the carrier is unable to provide an update, please contact us so that we may help

• Tracking information will be sent via e-mail once your package is processed for shipment. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation. 
• Please note it can take up to 3 days for your initial tracking information status to update.

• The time it takes for your order to be delivered depends on the shipping method chosen at checkout. Please note that the shipping times are in addition to pre-order and processing timelines. 
• Shipping options include:
  • For deliveries within the US:
    • UPS Mail Innovations (5-7 days transit)
    • USPS Media Mail (2-10 days transit)
    • FedEx Smartpost (2-7 days transit)
  • For deliveries outside of the US: Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.
    • APC ParcelConnect Priority DDU (Economy) (11-15 days transit)
    • APC ParcelConnect Priority DDU (Delivery Confirmation Included) (11-15 days transit)
• Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.
• Please note that shipping delays will occur if you provide an incorrect address at checkout.
• If your package is returned to our facility due to a shipping or delivery issue, we’ll reach out to you via the email address provided with your shipping information.
  • If we don’t receive a response within 5 business days, we reserve the right to cancel and refund your order.
    • This applies to all merchandise orders, including limited edition and pre-order sales.
  • Please note that in the event of an order shipping in multiple packages, we can only refund you for what has been returned to us.

• In most cases, excluding pre-orders, orders ship within 2-3 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.
• Pre-ordered items are not available to ship at the time of purchase. Shipping timelines on pre-orders are detailed in the product description, as well as in your confirmation email. 
• Note that unless otherwise noted, or the option to ship items separately as they become available is selected at checkout, any order that includes a pre-order item will not ship until all items are available.
• Please check your confirmation email for details on when pre-order items will ship. Shipping and delivery dates on these items are not guaranteed unless otherwise noted.
• While we make every effort to communicate accurate delivery estimates around your orders, unanticipated production delays for pre-order and limited edition items do happen. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.

My order is shipping to a country outside of the United States. Will I have to pay customs/import fees to receive my order?

• Depending on your country, you may be charged customs/import fees.
  • Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility.
• If customs fees and charges are refused at the time of delivery, your order will be returned to us.
  • Once we receive your package, we can refund you for your purchase.

If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.

My item was shipped, but still hasn’t shown up. Is it lost in the mail?

• You have up to 60 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits.
• If you have not received your package within 6 weeks after it ships, please reach out to us as soon as possible so we can resolve the issue for you.
  
• Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order.
  • Shipping delays will occur if you provide an incorrect address at checkout.

When will I get tracking information?

• You’ll receive tracking info as soon as your package is processed for shipment, via the email you placed your order with. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation.
  • Please note it can sometimes take up to 3 days for your tracking link to update.

My tracking link says “Label Created” but hasn’t updated. What do I do?

• We typically refer to this stage as “pre-shipment”. This could mean a couple of things:
  • Your order has been packed and is ready for shipment but the carrier has not yet picked it up from the fulfillment center
  • The carrier has picked up your package but has not scanned it into their system yet
    • This could potentially mean it’s been lost between the fulfillment center and the carrier center
    • The carrier may need updated information in order to get your package to you and will be in touch with you
• If tracking has not been updated beyond this stage within 2 weeks, please reach out to us for further assistance

My tracking says my order was delivered, but I haven’t gotten it yet. Where is it?

• Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay.
• If you still haven’t received your package after 5 days and you’ve checked with your neighbors in an attempt to locate it, please reach out to us and we’ll do our best to help!