• Depending on your countryyou 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 deliveryyour order will be returned to us. Once we receive your packagewe can refund you for your purchase. If you are unfamiliar with customs fees and chargesplease contact your local postal or customs office for more information.

• Some carriers will mark a package as delivered before they actually deliver it. Though unusualthis 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 daysand you’ve checked with your neighbors and still don’t have itplease reach out to us here and we’ll do our best to help!

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 countryyou 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 deliveryyour order will be returned to us.
  • Once we receive your packagewe can refund you for your purchase.

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

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

• You have up to 30 days from the date of shipment to claim your package as lost in order to receive a reshipment if stock permits or refund for your missing item(s).
  
• 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.

• 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 daysplease reach out directly to the carrier
• If the carrier is unable to provide an updateplease contact us so that we may help

• 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 deliverywhich 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 warehousecarrier shipping delays may occur due to factors outside our control. Weunfortunatelycan’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 issuewe’ll reach out to you via the email address provided with your shipping information.
  • If we don’t receive a response within 5 business dayswe reserve the right to cancel and refund your order.
    • This applies to all merchandise ordersincluding limited edition and pre-order sales.
  • Please note that in the event of an order shipping in multiple packageswe can only refund you for what has been returned to us.

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

• In most casesexcluding pre-ordersorders 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 descriptionas well as in your confirmation email. 
• Note that unless otherwise notedor the option to ship items separately as they become available is selected at checkoutany 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 ordersunanticipated production delays for pre-order and limited edition items do happen. If an item in your order has been affected by a production delaywe will notify you via email as soon as possible.

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

• You have up to 30 days from the date of shipment to claim your package as lost in order to receive a reshipment if stock permits or a refund for your missing item(s).
• If you receive tracking on an order but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeksplease reach out to us here to look into it 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.

• If your shipment tracking link for your order has not been updated beyond the “pre-shipment” or “label created” stage in 2 weeksplease contact us so we can look into it for you.
• You have up to 30 days from the date of shipment to claim your package as lost in order to receive a reshipment if stock permits or refund for your missing item(s).
• 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.