General Shipping Questions

• How long will it take to get my package?
  It takes us 1-3 business days to pack and ship your order.
  
  Orders within the USA - We work with UPS as well as USPS for orders within the United States. All orders are tracked, and you'll receive a shipping confirmation once they are released. In general, if you're within the US, our shipping services provides delivery within the following days (excluding weekends):
  
  Economy: 3-7 business days
  Standard: 2-4 business days
  Express: Within 2 business days
  
  International Orders - We use DHL for international orders. Please note that customs can delay the processing of a package. These are usually random checks that we cannot control. Depending on your location, your package should arrive anywhere from 4-10 business days. Available for all weights.
• Can I update my address?
  If the package hasn't gone out yet, we can absolutely make the changes. Email us at faculty@labyrinthos.co. Just a heads up, we ship very quickly on weekdays - please message us as soon as possible!
  
  If the package has already gone out, we would suggest contacting the carrier to request re-routing the package. If they are unable to carry that request, and it is sent back to us, we will send it to you once we receive it back. We regret adding in that you may have to pay to have it re-shipped if it was your error.
• Where can I get my tracking number?
  Once your package is shipped, we send tracking notifications to the email or phone number that you provide us. You should also get an order confirmation soon after you purchase to the same email address.
  
  If you don't receive an order confirmation:

  1. Please check your spam folder - and mark our emails as "not spam". This should ensure you get the proper notifications going forward.
  2. If you paid with PayPal, the email address you used to sign in will receive the order confirmation and all further emails.

  Otherwise, feel free to email us and we can take a look!
• Why doesn't my tracking number work?
  Sometimes there is a delay between us sending the shipping companies your tracking number and getting that data on their site. If you are still having troubles, please contact us.
• My package has been shipped back to you!
  This can happen for a few reasons.

  1. The package has been waiting at the post office for you for an extended period of time, but was never picked up.
  2. The address given to us was incorrect.
  3. There was an error from the carrier.

  For the first two cases, as a customer, it is your responsibility to follow the status of your packages, as well as give us correct address information.
  
  Please keep a close eye on your tracking numbers and the email notifications from us, so that you can monitor packages when they reach your area. If packages are not picked up in time, our shipping carriers will return the package to us.
  
  We regret to inform you that if you'd like the package to be reshipped after it returns to us, you are responsible for additional shipping charges. You may also choose to receive a refund for your items minus shipping the cost of shipping and our restocking fee (15%).
  
  If the UPS or USPS made an error, please contact us! We'll help you resolve this.
• What if my order never arrives or is stolen?
  To protect your order against loss or theft, add Route+ package protection at checkout. You'll see a toggle on the checkout panel.
  
  When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours. Please note that Labyrinthos does not offer protection for lost or stolen packages.
  
  Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
  
  What do I get when I insure my order with Route+?
  Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
  
  What are Route’s terms and conditions?
  Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.
  
  How do I file a claim for my lost, stolen or damaged order?
  If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/.
  
  Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
• I think my package was lost! What should I do?
  We ask that you to be mindful of anywhere packages have been left. Check on your doorsteps, with your friendly neighbor, and the post office as well. If you have any trouble receiving your order, please message us within 30 days of order shipment. Tracking numbers are refreshed anywhere between 30 days - 6 months depending on carrier; we'll need up to date tracking information in order to help locate your package. After that, we may not be able to help you.
  
  Please note that sometimes in the case of international packages, when a package says it is delivered, it is actually waiting for you in the post office to be picked up upon payment of customs fees.
  
  Labyrinthos does not offer protection for lost packages, but if you insured your package with Route+, you'll be able to file a claim with them and get either a refund or a reshipment of your order. If you need help doing this, please send us a message at faculty@labyrinthos.co.
• My package was marked as delivered! Where is it?
  If you have checked your tracking number and it says delivered, you are going to have to contact USPS, UPS or DHL to get more updates. At this point, it is out of our hands and onto the shipping companies wide shoulders!
  
  We suggest asking your neighbors to start, and perhaps building management if you live in an apartment complex. It may be that simple - as many of our customers have found their packages that way. If the postal service is unable to help, please contact us and we can help you create a missing mail search, if applicable. If you have any trouble receiving your order, please message us within 14 days of order shipment. Tracking numbers are refreshed anywhere between 30 days - 6 months depending on carrier; we'll need up to date tracking information in order to help locate your package. After that, we may not be able to help you.
  
  Labyrinthos does not offer protection for stolen packages, but if you insured your package with Route+, you'll be able to file a claim with them and get either a refund or a reshipment of your order. If you need help doing this, please send us a message at faculty@labyrinthos.co.
• What if my order is damaged?
  Damaged during shipping
  To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
  
  Missing or damaged card
  Sometimes, during the printing process, some cards might be misprinted or damaged. In the case of a defective card, please contact us at faculty@labyrinthos.co. We will be able to ship to you a replacement card at no cost. When messaging us, please also include your order number.
• What is Route+?
  To protect your order against loss or theft, add Route+ package protection at checkout. You'll see a toggle on the checkout panel.
  
  When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
  
  Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
  
  What do I get when I insure my order with Route+?
  Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
  
  What are Route’s terms and conditions?
  Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.
  
  How do I file a claim for my lost, stolen or damaged order?
  If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/.
  
  Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

International Shipping Questions

• What shipping providers do you use for International Orders?
  We work with DHL for international orders. All orders are tracked, and you'll receive a shipping confirmation once they are released.
  
  For international shipments, we've found that DHL is the fastest, most reliable provider - while also being slightly cheaper than what USPS offers, depending on location.
  
  Please be aware that for all international orders the package may go through multiple countries to eventually reach you. You'll likely also have an alternate tracking number for your country's post office, which can be found on the DHL site, but won't be generated until later. For more help locating this number, please contact us.
• I'm an international customer. Will I owe duties, taxes or brokerage fees?
  Your order may have import duties and taxes charged to it. This is decided by customs officials once a shipment reaches the destination country. They are not included in your order total at checkout.
  
  Customs policies vary from country to country. They are based on the value of the order and the tax–free threshold, if it exists, for imported goods. You should contact your local customs office for specific amounts and percentages. In general, we find that Europe and Canada have a lower threshold - meaning your order is likely to be charged. Asia and Australia / New Zealand typically has a higher threshold, and they are not likely to be charged.
  
  Unfortunately, we cannot control and are not responsible for any duties and taxes applied to your package. We do take all necessary steps to clearly, accurately, and comprehensively label the package to ensure a smooth international shipping process through customs. By purchasing a product from our store as an international customer, you agree to be responsible for duties and taxes. Should the package be refused upon delivery for refusing to pay customs, we do not give refunds as the package is then considered abandoned.
• My country wasn't listed in the available shipping destinations! Can you help?
  United Kingdom
  As of Brexit, the UK put new tax laws into effect, applying to everyone sending packages to the UK from their own store. In order to comply with new UK tax rules, I have opened an Etsy shop, so that Etsy can collect and pay UK import taxes on my behalf. This allows me to avoid setting up a UK tax entity and all the associated legal and accounting fees that would have made selling in the UK impossible for me. Please purchase items here: LabyrinthosTarot Etsy Store. Thank you for understanding!
  
  Brazil
  Unfortunately, Brazil prohibits the importing of things like playing cards, which our products are often mistaken for. Our past shipments were consistently rejected because of customs restrictions: https://dhlguide.co.uk/export-to-brazil/
  
  Other Countries
  If your country isn't listed, please enter a request! We can't guarantee whether we will be able to ship there or not, but we can certainly investigate.
• How long will it take to get my package?
  We use DHL for international orders. Please note that customs can delay the processing of a package. These are usually random checks that we cannot control.
  
  Depending on your location, your package should arrive anywhere from 3-10 business days. Available for all weights.

Returns & Cancellations

• I need to cancel my order, what do I do?
  All cancellation requests must be received within 1 hour of placing your order.
  
  Email us at faculty@labyrinthos.co or use the contact form here. We will take care of you.
  
  Please be advised, we can only do this before your order starts processing - roughly an hour after the order is placed, and only if the item is not a preorder item.
  
  We do our best to meet order changes or cancellations, but because we work very hard to ship our items out as soon as possible, we may not get to each and every order change in time! Otherwise, we are very happy to accept an unused product as a return after the product reaches you - if this is the case please read our return policy, which is listed below.
  
  
• One of my cards came damaged or missing!
  Sometimes, during the printing process, some cards might be misprinted or damaged. In the case of a defective card, please contact us at faculty@labyrinthos.co. We will be able to ship to you a replacement card at no cost. When messaging us, please also include your order number.
• Our returns and exchanges policy
  We unfortunately cannot take returns or exchanges on any items whose plastic wrapping has been opened, or any digital items.
  
  We understand that sometimes you might have a change of heart. We offer exchanges and returns for your deck or tarot accessories within 14 days of your purchase date. Please let us know why you are returning your item by email or sending us note, we are always looking for feedback and ways to improve! Please note you are responsible for any shipping or postal fees you incur when shipping returns and exchanges back to us. The cost of shipping is non-refundable.
  
  Labyrinthos Academy charges a 15% restocking fee to all returned merchandise. You will be credited 85% of the original cost of your item. This helps cover the cost of the packaging, credit card processing fees, the inspection of returned materials, and the repackaging of items for resale.
  
  Please return your items to us through a postal service. Choose a prepaid, insured, traceable delivery service and mail your package. We are not responsible for lost packages should you choose to ship without a tracking number.
  
  If you'd like to initiate a return, please message us at faculty@labyrinthos.co or our contact form and we'll help you out.
  
  For international shipments, when you ship a return, please indicate on package “RETURN, NO DUTIES” or your package will be returned to you.
  
  We reserve the right to deny refunds. Please allow 1-2 weeks for us to process your return.