a little care, clearly explained
Customer care journal
Shipping Policy
From payment confirmation to a little character arriving at your door.
Last updated: October 23, 2026Preparing your parcel
Payment-confirmed orders normally need 1–3 business days for processing, separate from transit. Business days exclude weekends and public holidays.
Delivery estimates & checkout
Transit is estimated at 7–12 business days after dispatch unless a different estimate is disclosed before purchase. Delays may occur. Destinations, methods, and shipping costs appear at checkout.
Dispatch & tracking
We email available tracking after dispatch; initial scans may take time. Separate parcels may have separate tracking. Our registered address does not identify a shipping warehouse or establish a U.S. dispatch location.
Changes before fulfillment
Contact us promptly for cancellation or address changes. Requests depend on fulfillment progress. Successful pre-fulfillment cancellations incur no cancellation fee; refunds go to the original payment method within 5–10 business days.
When delivery needs attention
Contact support about delays, stalled tracking, missing parcels, or delivery scans without receipt. We investigate and arrange an appropriate refund, replacement, or reshipment. Damaged, incorrect, or incomplete orders receive a remedy without extra customer cost.
Address errors & import charges
Customer address errors may require agreed reshipping costs. We cover corrections caused by us. Import duties or clearance charges not included at checkout may be payable by the recipient.