Order & Shipping

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

9. How can I contact support for tracking assistance?

   • For any tracking-related queries, contact our customer support at customers@thearcanepenguin.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.

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. How do I contact support for further assistance?

    • If you have additional questions or encounter issues with cancellation, please contact our customer support at customers@thearcanepenguin.com. 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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.