Please navigate yourself to the appropriate questions down below to find an answer.

Q: Where is my package?
A: Please visit our Tracking Tool Page to find the location of your item(s). Tracking information is usually available after 3-7 business days after the item dispatches. Update delays can occur for the App to get the latest information. Please wait for updates patiently.

Q: How long does it take to arrive? What is the estimated shipping time frame?
A: It usually takes 2 to 5 weeks to arrive from the day when the item dispatched from our warehouse, however it's common for international packages may experience shipping delay and delivery/shipping time frames can be longer. We ask for your understanding.

Q: Tracking information is not available.
A: Tracking information takes 3-7 business days to show up on our tracking App after your order dispatches. Please wait for updates patiently.
OR
Tracking number of your package can be changed by the post office/shipping carrier. Tracking information won't be available with the original tracking number. Please contact us via email for new updates and tracking number.

Q: My package is stuck in transit. There are no new updates on my package for a long time.
A: It can happen for the package to have not moved in a long while. It's either kept in one of the courier company’s depots for further checks or stuck in customs. There may be several days between scans if the shipment is going cross-country or moving between countries or territories. If your package is still within the courier network and, unless otherwise, should be delivered.

Q: I want to cancel my order.
A: We can cancel your order if it has not shipped out from our facility. Once your order item is shipped, the order/item can no longer be cancelled. There may be some cases that we may not be able to stop your package(s) if the package is packaged and ready to be shipped. Please send a request via email, we will check if we can stop the shipment of the item. Please note we do not issue refund for any items that are in transit.

Q: My package arrived in damaged.
A: We are sorry for the damage. Please send us some pictures of the item you received and we will check the condition of the item. Depending on the condition of the item, we may offer you a partial refund for the damaged. Please contact us via email within 5-days of arriving.

Q: Tracking information shows that the item was delivered but did not receive the package.
A: When the track tool indicates that a parcel was successfully delivered, it means the item arrived as addressed. Some addresses do not have delivered directly to your door; you may need to check a second location like a mailroom, front desk, or safe drop location. Please check with everyone in the household as another member of the house may have received or retrieved the item.
If the parcel still does not show up, please contact your local USPS immediately. Make sure to call your LOCAL OFFICE, not the Hotline. Please ask them who delivered the parcel, and ask them details about that day's delivery.
After checking with your local post office, if the item is still missing, please request and obtain an official document /email from the post office. The document/email must include a tracking number of the package and where it's issued from.

Q: Package is taking long to arrive.
A: We are sorry for the shipping delay. We offer you a 70 days buyer protection which means if your item is not delivered within 70 days period after shipping day, we will resend the same item or issue a refund on your order. (Note: All orders between from November 15th to January 15th, the buyer protection time is extended to 80 days due to the busy holiday shopping season.)

Q: I received partial items of my order. Where are another/other items of my order?
A: For logistic reasons, we send out your items in separate packages and will be arriving at different times. We apologize for the inconvenience. Please find a tracking number in the emails from us. The emails should have sent to your registered email address on our site.

Q: I did not get a tracking number.
A: We strive to process and ship your order within 10 business days of receiving your order, however, the processing time may vary and can be longer. You will receive email(s) with tracking information after the order dispatches. Thank you for your patience in advance. 

For Customers Shopping For Holiday Season:

Q: I need my order by Christmas.
A: Unfortunately we don't guarantee your order will be delivered by a certain date. The shipping time frame is estimated provided by your local carrier. It usually takes 2 to 5 weeks to arrive from the day when the item dispatched from our warehouse, however it's common for international packages may experience shipping delay and delivery/shipping time frames can be longer. Please visit our Shipping and Delivery Conditions at  https://www.edofigures.com

Q: I did not receive my order by Christmas. I would like to get a refund.
A: We are sorry your order did not make it by Christmas. Unfortunately we don't guarantee your order will be delivered by a certain date. The shipping time frame is estimated provided by your local carrier. It usually takes 2 to 5 weeks to arrive from the day when the item dispatched from our warehouse, however it's common for international packages may experience shipping delay and delivery/shipping time frames can be longer.
We do not issue any refund for the items that are in transit. We offer you a 70 days buyer protection which means if your item is not delivered within 70 days period after shipping day, we will resend the same item or issue a refund on your order. (Note: All orders between from November 15th to January 15th, the buyer protection time is extended to 80 days due to the busy holiday shopping season.)

Contact Us:

About our shipping conditions, check at Shipping & Delivery Conditions Page. For our refund and cancellation policies, please visit Refund & Cancellation Policy Page. For any other questions, please email us via email to support@edofigures.com