Shipping policy
Order Placed
- Once the order is placed, a confirmation will be sent to your email address.
Order Processing Time
- The normal production time is 1-7 business days to ship the mousepad.
- For Custom Orders - The digital confirmation option is only valid for 5 days. All custom orders need approval before the order is to be processed (sizing, color or editing changes). If no changes are requested or if there is no response from the customer within the 5 days, this will be considered as auto-approved. The production of the order will start. Orders will remain on hold until approval or 5 days have passed. Please keep in mind that late customer approval will affect the delivery time and date. After approval has been made standard production time will apply 1-7 business days to ship.
Tracking Order
- Once the order has been shipped, an email notification will be sent.
Shipping Options and Cost
- We offer free shipping to USA. International orders may vary in rates.
- Delivery dates are available on the order page prior to checking out.
International Order
- Production time will remain the same for all international orders. The shipping rates and delivery times will vary for all international orders.
- Delivery dates are available on the order page prior to checking out.
Late Delivery, Package Lost, Missing items, Undelivered Package
- In the event that your package is marked as late delivery and has been shipped, any unforeseen delays are out of our hands as we no longer have control of the package. Please contact the courier for assistance and other options.
- Refusal to accept the package or Business is Closed: The courier will attempt to redeliver the package. After unsuccessful attempts, the parcel will be held at a local courier facility for pick-up. The customers must contact the courier for re-delivery or pick-up schedule. The package will be held for a limited number of days and if it remains unclaimed it will be disposed of by the courier service. Please remember that we reserve the right to turn down the "return to shipper" due to return shipping fees and import taxes. The customer will no longer be entitled to a free replacement or a full refund.
- If your package is lost or marked as delivered but you haven't received it, please reach out to the courier immediately to initiate a claim. Make sure to obtain a case number before concluding the call. Please be aware that there is a 15-day window to file a claim or complaint from the delivery date. Any complaints submitted after this period will not be eligible for a free replacement or full refund.
- Any Concerns email us with your order number at eclipsifyofficial@gmail.com with a short description of your problem. We will respond promptly.
Important:
- The customers will have 30 days from the date of delivery of the product to file a complaint.
- The customer must contact us about the complaint. A written complaint via email along with supporting pictures showing the error has to be sent to us for investigation. (Product received, packaging, etc. )