If for any reason you would like to cancel your order please let us know as soon as possible by emailing us at email@example.com. Please include your order number and any other pertinent information relevant to your request.
If your request is received after your order has already been shipped, then we will not be able to process your cancellation. You would need to wait for the receipt of your order to process a return. Once you receive your order, contact us at firstname.lastname@example.org to let us know about your return. We will accept returns for un-opened decks, puzzles, and other merchandise that comes sealed, un-damaged prints or for defective items*. Once we determine your item is eligible for return we will send you a pre-paid shipping label which you can then use to return your item(s) back to us. Once we receive your return and confirm the condition, we will issue you a refund to the original payment method used to place your order.
*If your package was never delivered to the address provided at checkout, and it has been at least 30 days since your order was placed, please contact us at email@example.com to see what we can do.
*If the item is being returned because it was damaged upon receipt, please let us know when you request the return label and include a photo of the damage so that we are aware.
Please note that we will not be able to process returns and refunds for orders that were placed more than 30 days before your return request is received.
We ship out orders Monday through Friday. All orders placed after 11 AM PST will go out by the end of the next business day. We do not process orders on Saturday and Sunday. If you live in California it will likely only take one or two business days for your order to arrive once it has shipped. If you live in other parts of the US it will take anywhere from 1 - 5 business days. International orders can sometimes take anywhere from two or six weeks, depending on the country and time of year, shipping service selected and customs processes. If you selected DHL at checkout, you will most likely get your order in 1-3 days from when it was shipped. When your order ships you will receive an email confirmation with your tracking number.
For domestic orders, delays in transit are usually an internal issue within the local post office-- this could be due to a number of factors including, not enough equipment to transport mail, road closures, understaffed facilities, and mistakes while sorting mail. Most of the time, these sort themselves out, only rarely do domestic packages get lost in transit. Please be patient if delivery is taking longer than expected. If it’s been over 21 business days of inactivity, please contact us and we’ll see how best to proceed.
International orders are unpredictable and there is little we can do to expedite the shipping process. Delays in transit could be caused by customs clearances and unpaid duties.
Once the tracking is scanned into the destination country’s postal system, the USPS no longer holds responsibility for the package-- it is now transferred over to the destination country’s postal service. Sometimes the country’s postal service website will have more up-to-date information on the tracking. However, this is not always the case as some countries are not required to scan the tracking label-- this makes it difficult for us to create an inquiry or locate your package. Sometimes after days of inactivity, the package will arrive. If after 21 business days of inactivity, please reach out to us and we’ll see how best to proceed.
Yes, of course! We always want you to get a mint condition product. Please send us an email at firstname.lastname@example.org and we will help you get it sorted out. If the shipping box was damaged please also include photos, this helps us file a claim with USPS. If you believe the product was damaged prior to shipping please include photos, we quality check before sending orders out but sometimes things are missed. Please note, if it has been over 30 days since you have received your item, we are not able to offer you a replacement or refund.
We apologize in advance for any unforeseen taxes. We recommend checking a duty calculator (this one is pretty accurate-- remember to include total cost including shipping) to see what your country’s tariff is on certain goods. Unfortunately, we cannot refund you for import taxes. We aren’t responsible for the duties that countries impose on foreign goods. It’s a federal offense to falsify customs documents-- marking items as gifts or marking the price lower than it actually is. If the customs agent decides that the item is valued higher than it’s marked at, they can re-value the item (sometimes at an inflated rate) and the buyer is then responsible for paying the duties at the new price. For both our protections, all customs documentation will be completed accurately.
If your refuse to pay duties and fees on your shipment we are not able to refund you for your order.
It’s our responsibility to get your order to you. Please ensure that the shipping address you’ve used is verifiable by the USPS and that the phone number is correct so that customs can contact you if there are fees that need to be paid. We always reship orders but ask that the buyer pay for shipping a second time if the package has been returned due to an incorrect address. Please contact us if this is the case.
If the package is lost in transit, we’ll assume responsibility for the lost mail and ship your order again. We may ask for an alternative address to ensure that your package reaches you.
This has been happening a lot recently. Most of the time a package will be scanned as delivered when it is accidentally dropped off at a nearby neighbor. Please wait 24 hours before contacting us. If the package is still no where to be found let us know and we will reship your order.
We’re so sorry if we accidentally shipped you the wrong order! Please reach out to us at email@example.com with:
-the invoice number
-a photo of the incorrect item you received.