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 contact the carrier for more 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 hasn't updated beyond the “pre-shipment” or “label created” stage in 2 weeks, please contact us so we can look into it for you.

You have up to 30 days from the shipment date to claim your package as lost and receive a reshipment (if stock permits) or a 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.

Depending on your country, you may be charged customs/import fees. Customs charges and fees are the purchaser's sole responsibility; 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, we will return your order. 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

We'll send tracking information via email once your package is processed for shipment. If you can't find your shipping confirmation, check all inboxes, including your spam folder. 

Please note that it can take up to 3 days for your initial tracking information status to update.

Delivery time depends on the shipping method you choose 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:

• Ground Advantage (2 to 5 business days)
• Media Mail (2 to 8 business days)
• Priority Mail (1 to 3 business days)
• Priority Mail Express (1 to 3 business days)
  

For deliveries outside of the US: 

Please note that these orders must pass through the customs office in your country before they are 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 if an order ships in multiple packages, we can only refund you for what you return to us.

In most cases, excluding pre-orders, orders ship within 2-10 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 for pre-orders are detailed in the product description and in your confirmation email. 

Unless otherwise noted, or you select the option to ship items separately as they become available 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 for your orders, unanticipated production delays can happen for pre-order and limited edition items. If a production delay affects an item in your order, 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 purchaser's sole responsibility; 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, we will return your order. 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 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).

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.

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

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

If you receive tracking for an order but it hasn't updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please reach out to us here so we can 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.