Shipping and troubleshoot

Need help with your shipping?

We’ve put together a perfect troubleshooting guide on LOCAL and INTERNATIONAL shipping.
If you need any help, you can always contact us by email or via discord.
But, we’re very busy with daily production, so if the answer to your question is listed here…
We will simply forward you to this guide, so make sure to read it carefully.

USA SHIPMENT

MY STATUS HASN'T UPDATED IN A FEW DAYS

Your order is shipped with USPS, so, If you’re looking at your tracking inside your email, it won’t update. You need to head to : https://tools.usps.com/go/TrackConfirmAction_input to get live updates of your order.

Status: "Label created, but parcel not received YET"

We ship ALL orders the following working day, no exception. But, if the USPS pick up truck already finished his route today, order will be picked up the next working day.

If it has been multiple days since your label was created, it happens that due to the volume of orders we ship, USPS does not scan the manifest when picking up and start processing your parcel without immediate online update. This happens quite often, if so, stay patient. As soon as it will be out for delviery, the label will immediatly update. It is very common. Especially during high volume  period (4th July, Black Friday, Christmas etc..) 

Status: "RETURN TO SENDER"

For obvious reasons, we do not have a Return to sender address. All Parcell are returned to a landfill to be trashed.
We have no way to cancel a RTS or get our hands on your parcel.
You’re fully responsible to :
– Insert a correct  shipping address.
– Being present for delivery
– Pick up your package on time if you missed the delivery attempt (that includes all forms of contact with shipping deparment)
If your package is RTS for one of these 3 reasons, we will however offer you a reprint at cost of material at 80% discount + shipping. We understand that mistake can happen from you and are happy to help make it better.

I THINK MY PACKAGE IS LOST... WHAT SHOULD I DO?

If you suspect your package is lost, you can head to this USPS link to start an investigation. Once the result of the investigation is showing after a few days as “lost package” on your tracking, we will offer a free reprint – You will however need to cover shipping costs again. We’re not responsible for 3rd party shipping; this is part of our terms and agreement that you’ve agreed upon ordering with us – We’re doing this as a courtesy, so be nice, this is  in no way our fault.

STATUS: DELIVERED, but I DON'T SEE MY PACKAGE

There are multiple possibilities for this to happen.
The most common reason, is that USPS miss scanned the parcel while still processing it.  Most of the time, the parcel end up showing up 3-5 days later once USPS truck checks are done and put your parcel back into the system. You can always contact USPS.com to start an investigation, it usually makes things go fater.
If you head to our discord in the channel #support you will see a few cases like this, all resolving into a positive delivery.

However, it is also possible that your parcel was delivered, and a family member or friendly neighbor picked it up for you. Check with them quickly. Also check your surrounding mailboxes. 
It is also possible that your package has been stolen after being delivered. In which case, you should check with your management, security cameras etc.. You’re able to file a claim on USPS’s website, shipping shall be refunded by them if you can provide proof. We are not responsable for the lack of security of your location and, unfortunately, can not be of any help. We do not offer any reprint or refund as anyone could claim this.

INTERNATIONAL SHIPMENT

MY STATUS HASN'T UPDATED IN A FEW DAYS

Your order is shipped with USPS, so, If you’re looking at your tracking inside your email, it won’t update. You need to head to : https://tools.usps.com/go/TrackConfirmAction_input to get live update of your order.

STATUS STUCK for days AT AIRPORT L.A. or in my country

In majority, USPS does not get mandatory international updates. It is very common to see your package at “Los angeles airpost”,”passing USA customs”, or “Landed in [country name]” for multiple days – And not get any updates after this.
However, after a few days, your parcel has landed in your country and is most likely at your local customs being process.
If, your order does not update quickly into “out for delivery” or “Delivered” – It means that your order is being held by your postal service / Customs waiting for some informations from you.
We ship DDU, meaning, you’re FULLY responsable for contacting your postal/customs service and provide/pay for anything they might requires you to.

Your package will most likely be held 30 days before being RTS. For obvious reasons, we do not have a RTS address, and you’re fully responsable to unlock your parcell. We will not refund any order that is being RTS due to no postal/customs release. However we’re happy to help by offering a full reprint at cost of raw material with 80% discount + shipping  – We’re doing this as a courtesy.

I'm INTERNATIONAL, How can I contact USPS or CUSTOMS ?

Very easily, there are many international phonecall services online for that.
We recommend CALLING, as chat/email is handled by 3rd party service, usually not very efficient.
USPS customer service # is : 1 (800) 275-8777
USPS international claim customer service: 1-800-222-1811
FREE or 0.01c international call by google :  https://voice.google.com/
In order to find your customs’s customer service support, you will need to research it, as it’s different for every country. 
We do not call, you’re the receiving person, every step from customs to file a missing package, investigation or update on package can/will be done from your side. However, we’re happy to provide any information/support we can.
Just know that we know nothing more than what the tracking number shows. Contacting USPS/LOCAL CUSTOMS  directly is the BEST option. 

STATUS: RETURN TO SENDER

For obvious reasons, we do not have a Return to sender address. All Parcell are returned to a landfill to be trashed.
We have no way to cancel a RTS or get our hands on your parcel.
You’re fully responsible to :
– Insert a correct  shipping address.
– Being present for delivery and Pick up your package on time if you missed the delivery attempt (that includes all forms of contact with shipping deparment)
– Contact or provide any information needed by your customs.

If your package is RTS for one of these 3 reasons, we will however offer you a reprint at cost of material at 80% discount + shipping. We understand that mistake can happen from you and are happy to help make it better.

MY LOCAL POSTAL SERVICE LOST MY PACKAGE, what now?

If you suspect your package is lost, you can head to this USPS link to start an investigation.
In order to file an international missing claim, here are some extra information

Once the result of the investigation is showing as “lost package” on your tracking, we will offer a free reprint – You will however need to cover shipping costs again.
We’re not responsable for 3rd party shipping; this is part of our terms and agreement you’ve agreed upon ordering with us – We’re doing this as a courtesy.