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. For the UK and the USA, these are included at the final stage of checkout.
If a DAP (Delivery At Place) destination is selected (i.e. customers outside of the countries listed above), the price you pay to Lusion will exclude all relevant import duties and sales taxes. As the recipient of the order, you must instead pay these duties and taxes directly to our carrier to release your order from customs. As we are unable to advise the exact amount, we recommend contacting your local customs office or tax authority before placing a DAP order.
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 Lusion partner for a refund.
The Arcane Penguin's orders are delivered Monday to Friday between 9am and 5pm. As every order is unique, shipping costs will vary depending on the size, weight and destination of your chosen items.
All relevant delivery options available for your order and to your destination will be displayed at checkout.
Details of the various shipping options are outlined below (after fullfilment):
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
See above for approximate delivery times based on what zone you’re shipping to. Products from the same order are often shipped from different warehouses. This does not affect your shipping cost, but may require the order to be delivered in multiple packages and the shipping time may vary.
Please keep in mind that our shipping times should be used as a guide only and are based on time from fullfilment. The Arcane Penguin cannot take responsibility for customs clearance delays or failed payment approval, though we will try to minimise any potential delays.
We ship worldwide.
After placing an order, you will receive an email from us containing all the details of your purchase. We may also be in touch if we need further information to verify your payment. Once your order is approved, the relevant Lusion partner will aim to dispatch it within 2 business days.
Depending on your location, delivery will normally take 2-7 business days from dispatch after our products are fulfilled. We’ll be sure to keep you updated with tracking information and an estimated arrival date. You can also follow the delivery progress under ‘My Orders’ in your The Arcane Penguin's account.
Please, keep in mind that some of your items will arrive separately. While we aim to always deliver within the specified times, we aren’t responsible for delays due to customs clearance or failed payment approval.
Tracking of orders
Once your order has been placed, you’ll first receive an order confirmation email. A shipment notification email with tracking information will follow. You can also check the status of your order by logging into your account. If you have any questions about your tracking or shipment, drop us a line at email@example.com
Trying to find your delivered package?
Sorry! This happens sometimes. Please check your front porch, side door, back porch, garage area, bushes, and mailbox to make sure it’s not hiding or jammed. Also ask your neighbors if they may have received it for you. If your package still hasn’t turned up please contact us.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at firstname.lastname@example.org] within a weeks’ time with photos of the damaged product, your order number, a nd any other details you may have about your order. We’ll get back to you with a resolution as soon as possible
Changed your mind? Some of our Partners allow you to cancel an item before we prepare your order.
To cancel your order:
1: Go to 'Orders & Returns' if you have an account, or click here if you placed an order as a guest.
2: Select the items you want to cancel and your reason for cancellation.
We'll email you a confirmation of your cancelled order.
If your order has already been prepared, we can't cancel your order — but we do offer a Charged Returns service. You can find more info on canceling and returning orders in our Return & Refunds Policy.