Order & Shipping
We include the cost of taxes and duties in your order, so you won’t need to pay any additional fees if you are located in any of the locations below:
European Union, The United Kingdom, USA, Canada, China Mainland, Australia, New Zealand, Puerto Rico, Switzerland, Singapore, Republic of Korea, Kuwait, Qatar, Israel, India, Lebanon, Norway, Saudi Arabia, Taiwan Region, Thailand, U.A.E, Japan, Mexico, Argentina, Chile, Colombia, Spain - Canary Islands, Hong Kong SAR, Egypt, Isle of Man and San Marino.
If you are ordering from within your own customs zone or country, import duties will not be applicable however you may need to pay VAT or local sales taxes.
SHIPPING TO USA
Items being shipped to the USA will have tax added at the final stage of checkout.
For international orders shipped to customers in the US, please be aware that US Customs may ask for your IRS, EIN or SSN number before enabling delivery to your address. You will normally have one week to provide this information before your order is returned to The Arcane Penguuin for a refund.
How long will it take for my order to be shipped?
- Orders are typically processed and shipped within 4-7 business days from the date of purchase. Please refer to the product page or your order confirmation for specific details.
Do you offer expedited shipping?
- Yes, we offer expedited shipping options at checkout. The shipping time will depend on your location and the chosen shipping method.
How can I track my order?
- Once your order is shipped, you will receive a shipping confirmation email with a tracking link. You can use this link to track the status of your shipment.
My tracking information hasn’t updated. What should I do?
- It may take a day or two for tracking information to be updated. If there's no update after this period, please contact our customer support at [your support email] for assistance.
Do you ship internationally?
- Yes, we offer international shipping. Shipping costs and delivery times vary depending on the destination. Please review our Shipping Policy for more details.
How are shipping costs calculated?
- Shipping costs are calculated based on the weight of your order and your location. You can view the shipping costs at checkout before completing your purchase.
Can I change my shipping address after placing the order?
- Unfortunately, we cannot change the shipping address once the order is placed. Please double-check your shipping details before confirming your purchase.
My package shows as delivered, but I haven't received it. What should I do?
- If your tracking information indicates that your order was delivered, but you haven’t received it, please check with your local postal service first. If the issue persists, contact our customer support for assistance.
Do you ship to P.O. boxes or APO/FPO addresses?
- Yes, we ship to P.O. boxes and APO/FPO addresses.
What happens if I'm not at home during the delivery?
- If you're not at home, the courier may leave a delivery attempt notice or deliver the package to a nearby pickup location. Check the notice for instructions on how to proceed.
My order contains multiple items. Will they be shipped together?
- Items in the same order may be shipped separately to ensure the fastest delivery. You will receive separate tracking information for each shipment.
Can I change my shipping method after placing the order?
- Once the order is placed, we cannot modify the shipping method. If you have specific concerns, please contact our customer support.
How do I contact support for shipping-related questions?
- For shipping-related inquiries or issues, please contact our customer support at firstname.lastname@example.org. Include your order number for quicker assistance.
We appreciate your understanding and patience as we work to provide the best shipping experience possible.
How can I track my order?
- Once your order is shipped, you will receive a confirmation email with a tracking link. Click on the link to check the real-time status of your delivery.
When will I receive my tracking information?
- Tracking information is typically sent once your order is fulfilled and shipped. Please allow 1-3 business days for processing before tracking details are provided.
My tracking link is not working. What should I do?
- If your tracking link isn’t working, please double-check the link provided in your shipping confirmation email. If the issue persists, contact our customer support at [your support email] for assistance.
Can I change my delivery address after receiving tracking information?
- Unfortunately, we cannot change the delivery address once the order is shipped. Please ensure your shipping address is accurate during checkout.
The tracking shows "Delivered," but I haven’t received my order. What should I do?
- Sometimes, there might be a delay between the tracking status and actual delivery. Wait 1-2 business days. If the issue persists, contact our support team, and we'll investigate further.
Do you provide international tracking?
- Yes, international orders have tracking. However, the level of tracking may vary depending on the destination country and the shipping method chosen.
Can I track multiple orders in one place?
- Each order has a unique tracking link. To track multiple orders, click on the tracking link provided in each respective shipping confirmation email.
What does it mean if my tracking status hasn’t been updated?
- Occasionally, there might be delays in tracking updates. If your order is still within the estimated delivery window, there’s likely no cause for concern. For further assistance, contact our support team.
How can I contact support for tracking assistance?
- For any tracking-related queries, contact our customer support at email@example.com. Provide your order number for faster assistance.
Remember, your satisfaction is our priority. If you have any additional questions or concerns, feel free to reach out to our dedicated support team.
Can I cancel my order after placing it?
- Orders can be canceled within a short window after placement. Once the product enters the fulfillment process, cancellation is no longer possible.
How long do I have to cancel my order?
- You can typically cancel your order within 1-2 hours after placing it. This ensures that we can process cancellations before the fulfillment process begins.
Why can't I cancel my order after a certain time?
- Once your order enters the fulfillment stage, it's processed immediately to ensure timely shipping. After this point, it's not possible to stop the shipment process.
Can I modify my order instead of canceling it?
- Unfortunately, we cannot modify orders once they are placed. Please double-check your order before confirming the purchase.
I missed the cancellation window. What can I do?
- If you missed the cancellation window and your order is being fulfilled, please wait for it to arrive. You can initiate a return once you receive the product.
How can I initiate a return if I can't cancel my order?
- After receiving your order, follow the return instructions provided in our Return Policy. We'll guide you through the process of returning the item for a refund or exchange.
Can I cancel a part of my order?
- We cannot cancel specific items within an order. If you wish to return or exchange specific items, please follow our return process after receiving your order.
My order hasn't shipped yet. Can I cancel it?
- If your order hasn’t entered the fulfillment process, you can cancel it. Use the cancellation link provided in your order confirmation email.
Can I cancel a pre-order item?
- Pre-order items have specific cancellation windows. Check the product description or contact our customer support for information on canceling pre-orders.
How do I contact support for further assistance?
- If you have additional questions or encounter issues with cancellation, please contact our customer support at firstname.lastname@example.org. Include your order number for quicker assistance.
We understand that circumstances may vary, and we strive to provide the best assistance possible within our policies. Thank you for your understanding.
Frequently Asked Questions about Customized Items
What can I expect when ordering a customized item?
We hope you're excited to order your customized item! Due to the nature of this order, manufacturing lead times may vary as it is created specifically for you. Please consult with us for more information on manufacturing times.
How long does it take to manufacture a customized item?
Since each customized item is created individually, manufacturing times may vary. Get in touch with us for specific details on the manufacturing time for your order.
When will payment be taken for my customized item?
Please note that although customized items have a longer lead time, payment will be taken shortly after you place your order. This ensures that your order is processed and set in motion for you.
Can I cancel or modify my order for a customized item after making payment?
Due to the unique nature of customized items, we cannot guarantee changes or cancellations after payment has been made. We recommend reviewing your order carefully before confirming the purchase. If you have questions or concerns, contact us as soon as possible.
Can I get a refund if I change my mind about my customized item?
Unfortunately, we cannot offer refunds for customized items once the manufacturing process has begun. Make sure to review the details of your order and be certain before confirming the purchase.
How can I get more information about the manufacturing times of my customized item?
If you have additional questions or need more details about the manufacturing times of your customized item, feel free to contact us. We're here to assist you and provide the information you need for a seamless personalized shopping experience.