I have a question regarding my order.
Please read through the FAQs below for an answer. If you still need assistance, please contact our support team at email@example.com within 2 business days. Support is available Monday - Friday 10AM - 6PM (EST).
I'd like to cancel / change my order!
Please contact firstname.lastname@example.org as soon as possible with your order # and requested changes. An order can not be adjusted once processed and a shipping label is created.
Where do you ship from?
All merchandise from this store is shipped by the IndieBox from Orlando, Florida. Shipping prices are calculated during checkout at the best rates offered by our logistics partners (based on order weight, parcel size, and address location).
Do you ship to my country?
IndieBox ships to nearly every country/territory in the world. If your region is not serviced during checkout, please contact email@example.com with your address. We will do our best to reach you!
2/7/2022: Russia is currently a no ship region due to consistent failed deliveries caused by the local post / customs office not scanning parcels or notifying customers of a necessary pickup before abandoning the order.
When will my packages be shipped?
Order processing time is normally 2-4 business days (Monday - Friday). New releases and holidays may cause delays. There will be a public notice whenever this is the case.
Do I get tracking with my package?
Each shipping service offered comes with door-to-door tracking for orders in the US and most international countries. Tracking is sent via Email once an order has been processed and packaged for shipping. If the order confirmation or tracking email are not found, please check your spam folders. If they are still missing, please contact us with the addressed name.
What shipping services are available?
United States orders send primarily through USPS First Class Package and USPS Priority. International shipping sends through APC Logistics as a duties paid shipment for most regions (read more below).
VAT is covered through Global Shipping - Duties/VAT Paid for coverage of import charges on international orders. Global Shipping orders are sent in bulk to APC Postal Logistics for handling of import documentation. Tracking information for Global Shipping orders is sent by email once the order is packaged. Tracking updates will show once the parcel is received and processed by APC, is exported from the USA, and then is received by your local mail service.
VAT is not covered through either USPS International Shipping or Global Shipping - Duties/VAT Unpaid shipping costs. In the event that you must pay customs fees or import taxes, your package will be held by the post office until they are paid. In many cases, you will not receive a notification that your package is being held.
My international order is being held at the customs office!
Duties Paid shipments cover VAT and handling fees in most cases. However, your country may flag your order upon customs entry and require the recipient to collect the order. If the shipment goes uncollected from customs, the order may be abandoned. We are not able to assist with shipments that are unclaimed and do not return to our shipping office. Please keep an eye out for notices from the local customs, postal service or via the issued tracking link.
My international tracking is not showing updates / is broken!
International orders receive their tracking once we pack them at our shipping office but the parcels are sent in bulk to an exporter about once every 5-8 business days. Once the bulk shipment arrives and is processed by the international exporter, your tracking will show update that the order has been received and will soon export from US customs. Tracking may go silent for a bit as the order travels internationally but will show information again once it arrives to a local customs office or is processed by a local delivery partner.
If you are having trouble seeing tracking information, try turning off any ad blockers being used or clearing cookies. Feel free to email our support for further assistance.
My order hasn't arrived in the estimated shipping time yet!
Delivery dates offered by the fulfilment center and the delivery service are estimates and are not guaranteed. There is no shipping reimbursement for orders that arrive after the estimated delivery period. Shipping time does not include order processing time.
What are your store's return/exchange/refund policies?
All return / exchange requests must be approved by support. Please contact firstname.lastname@example.org within 14 days of order delivery for assistance. Any merchandise requested for exchange is not guaranteed to be available upon receiving the returned item. You will be responsible for any further shipping costs. Order returns are subject to a restocking fee to help cover support center costs.
Our products are created as a small-run boutique, thus it should be no surprise if the handmade / limited productions come with a few discrepancies. Below is a list of minor errors that may be experienced:
- Slight variants in fabric colors from advertised mock-ups.
- Tiny spots of color, stray threads, light dust or residue, hint of a chemical smell on apparel may arrive as a part of the printing process. Washing and cutting any extra thread should fix this right up!
- Minor chips, discoloration, or ink build up on prints, figures, enamel pins.
- Slightly creased or worn edges of packaging, sleeves or paper inserts
- Small holes or rips in the exterior plastic shrink wrap for shipping protection.
Did we make a mistake on an order?
Contact support within 14 days of order delivery. Include photos of any incorrect or damaged product and we will get your order back on track at no cost to you. We are not responsible for stolen packages or items damaged by uncontrollable circumstance.
Thanks for reading through our shipping FAQ. Please feel free to reach out to support with any questions you may have.