Shipping policy
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cosmoOtaku — Shipping & Returns Policy
Processing & Production times
• Orders are processed within 2–5 business days.
• For POD or custom items, production time is typically 3–7 business days.
• After production, shipping time depends on the chosen service (see Shipping Services). Typical shipping windows are 4–10 business days domestic; international delivery may take longer.
Shipping Services (available)
• Standard Shipping: Cost-effective delivery with tracking; estimated shipping 4–10 business days after production.
• Expedited Shipping: Faster delivery option (if available at checkout) with priority handling; reduced transit time depending on carrier.
• International Shipping: Available to select countries with standard or expedited options; transit times and rates vary by destination and customs processing.
• Carrier Options: We partner with reliable carriers and logistics providers; carrier is selected at fulfillment based on destination and service chosen. Carrier name will appear on your tracking information.
Shipping fees & taxes
• Shipping fees are calculated at checkout based on weight, destination, and service selected.
• Duties, taxes, or customs fees for international orders are the buyer’s responsibility unless otherwise stated at checkout.
Order tracking
• Once your order ships, you will receive a confirmation email with tracking information.
• Tracking updates are provided by the carrier; cosmoOtaku is not responsible for carrier delays beyond the estimated delivery window.
Lost, delayed, or damaged orders
• Missing / Lost parcels:
• If tracking shows “delivered” but you did not receive your order, check with household members, neighbors, and your local post office first.
• If the parcel is not located within 48 hours of delivery status, contact cosmoOtaku at [support@cosmootaku.example] with your order number and tracking number.
• Claims for lost packages must be submitted within 14 days of the carrier’s recorded delivery date (or within 30 days for international shipments). We will open an investigation with the carrier and resolve by replacement or refund once the carrier confirms loss.
• Delayed orders:
• If your order has not arrived within the maximum estimated shipping timeframe (production + shipping), contact support with your order number and tracking link. We will contact the carrier and inform you of options: replacement, refund, or re-shipment (dependent on carrier outcome and stock availability).
• Please allow up to 7 business days after the maximum estimated window for carrier investigation before filing a claim.
• Damaged orders:
• Inspect your order upon delivery. If items are damaged, notify cosmoOtaku within 7 calendar days of delivery by emailing [cosmicotaku022@gmail.com] with your order number, photos of the damaged item(s), and photos of packaging and tracking label.
• We will evaluate the evidence and, when validated, offer a replacement or refund. Carrier claims may require us to collect photos and packaging details for proof.
Required proof for claims
• For lost parcels: order number, tracking number, and any carrier messages.
• For damaged parcels: clear photos of damaged product, packaging, and shipping label; brief description of damage.
• For delayed parcels: order number and tracking link; any carrier updates.
• Failure to provide requested proof within the specified windows may delay or invalidate the claim.
Returns, exchanges, and refunds
• POD & custom items:
• Most POD and custom items are non-returnable due to personalization and production on demand.
• Exceptions: defective, damaged, or incorrect items (wrong design or size received). In these cases we will accept returns or provide replacement/refund as described below.
• Non-POD / stocked items (if applicable):
• We accept returns within 14 calendar days of delivery for unused items in original condition. Buyer pays return shipping unless item is defective or incorrectly shipped.
• Exchanges are available when stock permits. If an exchange is requested, customer pays any shipping cost difference for expedited services.
• Refund policy:
• Approved refunds for defective, damaged, lost, or incorrectly fulfilled orders are issued to the original payment method within 7–10 business days after approval. Timing for the refund to appear depends on your bank or payment provider.
• If a replacement is issued instead of a refund, cosmoOtaku will ship the replacement at no extra cost and provide new tracking.
• Return shipping responsibility:
• If the return is due to our error (defective, incorrect item), cosmoOtaku will cover return shipping or provide a prepaid return label.
• For buyer-initiated returns of eligible non-POD items, the buyer is responsible for return shipping unless otherwise agreed.
Order cancellations
• Orders may be cancelled within the processing window (2–5 business days) before production begins. Once production starts (after processing window), cancellations are not guaranteed and may incur fees; contact support immediately to attempt cancellation.
How to start a claim or return
• Email: support@cosmootaku.example
• Include: order number, full name, reason for claim, relevant photos, and preferred resolution (refund or replacement).
• We typically respond to claims within 48 hours on business days.
Additional terms
• We are not responsible for delays caused by customs clearance, extreme weather, carrier strikes, or other force majeure events.
• Address accuracy: Please double-check your shipping address at checkout. If you enter an incorrect address, we will attempt to redirect the package if possible, but additional shipping or rerouting fees may apply.
Contact
• For all shipping, returns, and claims contact: cosmicotaku022@gmail.com
• Response time: 48 business hours (typically faster).