What is your return policy?
We aim to give our customers a great experience and handle refunds and item complaints on a case-by-case basis. If you wish for a refund, please file a support ticket with your complaint in detail. If an item was abused by the customer and damaged as a result, no refunds will be given. Please see our “Shipping” FAQ section for information about damaged and missing shipments, as we enforce these policies without exception.
We can usually accept returns of unused merchandise in exchange for store credit. You are responsible for shipping the item back to us, including shipping costs from your end. We reserve the right to deny refunds or returns based on our judgment for any reason as determined by our sole judgement.
By purchasing an item from us, you accept this policy.
How are damaged packages handled?
ArachnoGear packs items with care to the best of their ability. However, the risk of damage in transit is always prevalent. To reduce the risk of shipping damage to your item, first, select a shipping service that you know is reliable in your area. If one company’s employees tend to be careless with your packages, do not use them. You may be better off paying slightly more for a service that handles your package more carefully.
However, we know that incidents can happen. That is why we include, with all shipments, insurance provided by our shipping software provider ShipStation. To report a damaged shipment, you must submit a support ticket within 30 days of the item’s original ship date with photographic evidence of the damage. Failure to provide evidence will result in no compensation being provided. Also, you must hold on to the damaged packing and item until we advise that you can throw it away. Sometimes, shipping carriers will ask for the packaging and/or damaged items to be sent to them for analysis.
Upon claim approval from the shipping carrier (can take up to 30 days), we can either refund the value of the items that were damaged or ship you a replacement at no charge. Unfortunately, we cannot refund the original shipping charge as we are unable to recuperate that expense from the shipping carriers.
I’m an international customer. What do I need to know?
First, please keep in mind that quality international shipping from the United States is not cheap. There is a lot that goes into shipping a package internationally, such as labor from multiple carriers, cargo flights, etc. We try to offer a variety of shipping methods for international orders. The cheapest options are slower services without arrival guarantees or tracking. We recommend looking at other services we offer at higher prices if transit time and tracking are important to you.
When ordering, please provide a valid shippable address in English characters for the fastest processing.
Please note that it may take 2-4 business days longer to process international orders. You will be responsible for any tariffs or import taxes charged for the item. If an item arrives damaged, you can report it to us.
My package didn’t arrive! Tracking isn’t updated! Help!
If you selected a cheaper service for shipping, please note that extended package shipping times are expected. This is especially true if your package is an international shipment, where we have seen shipping times as long as two months. A tracking number is usually provided with shipments, but depending on the route your package takes, not every point may be scanned. Sometimes packages go through shipping consolidators, meaning that your package may go through one or more carriers before its final destination.
If your package is delayed, it could be for one or more of these reasons:
- It is being held for inspection by US Customs and Border Protection or the customs authority of your own country. Packages are frequently opened to have their contents examined for safety hazards and to determine potential taxes. These are sometimes marked in the tracking log for a package, but many times are not. Depending on your country, it may take weeks for a package to clear customs. For example, in Germany times of 6-8 weeks are not unheard of.
- There are taxes or tariffs due on the package. Many times, you will receive a postcard, letter, or email informing you of this. You may need to travel to your local shipping center to pay the amount due and pick up your package in person.
- Weather or other service delays. Cargo flights may be delayed or grounded completely due to weather, special events, or other conditions. Holidays can be especially tough in terms of delays, such as Chinese New Year, United States Thanksgiving, and other country-specific holidays.
- Vague address. If you have an international shipment, try to provide the most detailed address you can. If a package cannot be sorted automatically at a shipping center, it may have to be sorted by hand, which results in delays.
However, if it has been an extended period of time since your items shipped and you have not received updates, you can try to contact the shipping carrier for more information. You can also contact us at firstname.lastname@example.org, but please be aware there is limited assistance we can provide.
When do you ship items?
We aim to ship all orders within two to five business days of the initial order being placed. However, we place the safety of our staff and your ordered items before anything else. We ask for your patience during the shipping process as we work to get all items out to shipping carriers, especially during busy periods like holidays – even international events like Chinese New Year can have an impact on the entire shipping ecosystem. Upon shipping, a tracking number will be provided in most cases. This tracking number will allow you to monitor the status of your package as it reaches your address.
Where do you ship?
We ship all around the world! Places we have shipped to successfully have included Indonesia, Brazil, Germany, the United Kingdom, Japan, Greenland, and many others. When reviewing your cart, you can enter your country, state/province, and postal code for pricing.
Still Have a Question, Comment, or Concern?
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