Shipping Policy
Everything you need to know about how we ship your orders. This covers shipping costs, delivery times, international shipping, tracking, and what to do if something goes wrong. We've put the FAQs up front to answer your questions quickly.
Last updated: January 31, 2025
Frequently Asked Questions
Quick answers to common shipping questions
Note: These FAQs provide quick, informational answers to common questions. The complete legal shipping policy with all terms and conditions can be found below . In case of any conflict, the detailed shipping terms take precedence.
How can I track my order?
After your order has been picked up by the shipping carrier, you will receive an email to the address you provided during checkout. This email contains your unique package tracking number and a direct link where you can follow your package's journey.
Does Epilogue deliver the package directly?
No, we work with a logistics partner network for fast, efficient delivery. When you make a purchase, your order is packaged and dispatched from the fulfillment center serving your area, using trusted local carriers. This partnership ensures prompt delivery while minimizing shipping times.
Which countries do you ship to?
We ship worldwide with a few temporary exceptions. Currently, we have paused deliveries to Chile, Argentina, and Russia due to import regulations and/or carrier service issues. We hope to resume service to these areas in the future. Orders outside our fulfillment network are shipped from our Romanian headquarters.
How much does shipping cost?
Shipping costs are calculated at checkout based on your location, selected shipping method, and order weight. We occasionally run promotions that may reduce or eliminate shipping costs. All applicable shipping charges are displayed clearly before you complete your purchase.
Do I have to pay customs or import taxes?
For international orders, you may be responsible for customs duties, import taxes, and fees charged by your country. These are not included in our prices or shipping costs. Contact your local customs office for specific information about your country's requirements.
Important: If you cannot pay customs fees and your order is returned, shipping costs are non-refundable.
My package is delayed. What should I do?
First, check the tracking page using the link from your shipping confirmation email. Verify if customs or the carrier has attempted to contact you. If your package is significantly delayed beyond the estimated delivery date, contact us through our support center and we'll investigate with the carrier.
When will my order ship?
In Stock: Orders for in-stock items are processed within 1-2 business days. After processing, shipping time depends on your selected method.
Out of Stock: If an item is out of stock, a banner on the product page will show the estimated restock date. You can still place an order to reserve your unit, but it will ship according to the date shown on the banner.
Why hasn't my package arrived?
Please check:
- Whether the product was in stock when you ordered (see product page banner)
- The estimated delivery time for your selected shipping method
- Your tracking page for any delivery attempts or customs holds
Note that extreme weather, natural disasters, or global events may cause delays beyond our control. Two-day delivery options begin counting once the carrier scans the package at their facility.
My tracking shows "Delivered" but I don't have my package
If tracking shows delivered but you haven't received your package, please check with household members, neighbors, and look for any delivery notices. Contact us within 14 days through our support center if you still cannot locate your package. For detailed guidance, please visit our support center for additional troubleshooting steps.
My package was damaged or I received the wrong item
We carefully package every product, but sometimes issues occur during shipping. If your package arrives damaged or contains the wrong item, please contact our support center within 48 hours with clear photos of the condition and we'll arrange a replacement.
Can I change my delivery address?
Contact us immediately through our support center with your new address. If your package hasn't been picked up by the carrier, we can update it. Once shipped, you may be able to contact the carrier directly for address changes. If delivery fails due to an incorrect address, return shipping and redelivery costs apply.
Important: PayPal Checkout and similar tools may automatically fill address fields but sometimes leave out crucial details like apartment numbers. Always double-check your complete address before submitting your order.
Can I ship to a PO Box or APO address?
PO Boxes: Yes, but 2-day shipping will automatically convert to USPS Priority Mail with similar transit times.
APO/Military: We've experienced some challenges with military addresses in the past. While we do ship to APO addresses, please be aware that delays or delivery issues may occur due to military mail system requirements.
My tracking hasn't updated in several days
Tracking updates can sometimes be delayed, especially for international shipments crossing borders. This is usually resolved automatically within a few days. If there haven't been updates for more than 20 days, please contact our support center so we can investigate.
Can you help me file a Lost Package claim?
Yes, we can file lost package claims with carriers under these conditions:
- The claim must be filed 25-45 days after the last tracking update
- You must contact us within this timeframe - claims outside this window are automatically rejected
- For international shipments, claims are rejected if tracking shows arrival in destination country
- Packages marked "Delivered" or "Returned to Sender" are not eligible
If the carrier accepts our claim, we'll provide a full refund including shipping costs.
Detailed Shipping Terms
Complete shipping policies and procedures
1. Order Processing
1.1 Processing Times
In-Stock Items: Orders are typically processed within 1-2 business days (Monday-Friday, excluding Romanian public holidays). During high-volume periods, processing may take up to 5 business days.
Out-of-Stock Items: If an item is out of stock, a visible banner will be displayed on the product page showing the estimated restock date. You may still place an order to reserve a unit from the upcoming batch, but it will ship according to the date displayed on the banner.
1.2 Order Confirmation
You will receive an order confirmation email immediately after placing your order. This confirms receipt but does not guarantee acceptance. Orders are accepted only upon shipment.
1.3 Fulfillment Partners
We've enhanced our delivery process by working with a logistics partner network. Your order will be packaged and dispatched from the fulfillment center serving your area, using trusted local carriers. This partnership ensures prompt delivery while minimizing shipping times.
1.4 Order Verification
For security purposes, we may contact you to verify order details, especially for:
- First-time customers
- High-value orders
- Orders with billing/shipping address mismatches
- International orders to certain countries
2. Shipping Methods and Delivery Times
2.1 United States Shipping
| Service | Delivery Time | Tracking |
|---|---|---|
| Standard Shipping | 5-7 business days | Yes |
| Express Shipping | 2-3 business days | Yes |
2.2 European Union Shipping
| Service | Delivery Time | Tracking |
|---|---|---|
| EU Standard | 3-5 business days | Yes |
| EU Express | 1-2 business days | Yes |
2.3 International Shipping
| Region | Delivery Time | Service |
|---|---|---|
| Canada | 7-10 business days | Tracked |
| United Kingdom | 5-7 business days | Tracked |
| Australia/NZ | 10-15 business days | Tracked |
| Asia | 7-14 business days | Tracked |
| Rest of World | 10-20 business days | Varies |
Note: Delivery times are estimates from dispatch date and do not include processing time or customs clearance. When selecting Time-Definite shipping methods, the estimated delivery time will be displayed clearly during the checkout process.
3. Shipping Costs
3.1 Shipping Rates
Shipping costs are calculated at checkout based on:
- Destination country
- Package weight and dimensions
- Selected shipping method
- Current carrier rates
3.2 Shipping Promotions
We occasionally offer promotions that reduce or eliminate shipping costs. These promotions are subject to the following terms:
- Minimum order values may apply
- Limited to specific regions
- Standard shipping only (upgrades available at cost)
- Cannot be combined with other offers unless stated
- Promotion terms subject to change without notice
4. Order Tracking
4.1 Tracking Information
Once your order ships, you will receive an email with:
- Tracking number(s)
- Carrier information
- Direct tracking link
- Estimated delivery date
4.2 Tracking Updates
Tracking information may take 24-48 hours to appear in carrier systems. For international shipments, tracking may be limited once the package leaves the origin country.
5. Delivery
5.1 Delivery Attempts
Carriers typically make 1-3 delivery attempts. After failed attempts:
- Package may be held at local facility for pickup
- Delivery may be rescheduled
- Package may be returned to sender
5.2 Signature Requirements
Signature may be required for:
- High-value orders (over $200)
- Express shipments
- Deliveries to certain addresses
- As required by local regulations
5.3 Delivery Address
Please ensure your shipping address is complete and accurate. We are not responsible for delays or losses due to:
- Incorrect or incomplete addresses
- Undeliverable addresses (PO Boxes for certain carriers)
- Address changes after shipment
6. International Shipping - Important Information
6.1 Customs and Import Duties
International customers are responsible for:
- All import duties and taxes
- Customs clearance fees
- VAT or GST as applicable
- Any other government-imposed charges
These charges are NOT included in our prices or shipping costs and are collected by your local customs office upon delivery.
6.2 Customs Declarations
We are required by law to declare accurate values on customs forms. We cannot:
- Mark items as "gift" when they are purchases
- Declare false or reduced values
- Falsify customs documentation
Important: If your order is returned because you could not be contacted to pay customs and import taxes, the costs of return shipping and the initial shipping costs are non-refundable.
6.3 Restricted Destinations
We ship worldwide with the following temporary exceptions:
- Chile: Paused due to import regulations
- Argentina: Paused due to import regulations
- Russia: Paused due to carrier service issues
We hope to resume service to these areas in the future. Additionally, we cannot ship to countries subject to trade embargoes or sanctions. It is your responsibility to ensure products can be legally imported to your country.
6.4 Customs Delays
International shipments may be delayed by customs inspection. We have no control over these delays and cannot predict their duration. Typical delays range from 2-14 days but can be longer.
7. Shipping Restrictions
7.1 Restricted Addresses
Shipping limitations apply to:
- APO/FPO/DPO addresses: We ship to military addresses but have experienced challenges with delivery. Delays may occur due to military mail system requirements
- PO Boxes: We ship to PO Boxes. Note that 2-day shipping will automatically convert to USPS Priority Mail with similar transit times
- Freight forwarders (without prior approval)
- Hotels or temporary addresses
- Reshipper addresses
7.2 Order Limitations
To ensure fair distribution and prevent resale:
- Maximum 3 units of the same product per order
- Maximum 5 total units per order
- Orders exceeding limits may be cancelled
- Commercial quantities require business account
8. Lost or Damaged Shipments
8.1 Lost Packages
If tracking shows delivered but you haven't received your package:
- Check with household members or neighbors
- Look for notice of attempted delivery
- Contact local carrier facility
- Contact us within 14 days of delivery date
Lost Package Claims: We can file claims with carriers between 25-45 days after the last tracking update. You must contact us within this timeframe. Claims are automatically rejected if:
- Filed outside the 25-45 day window
- Package shows "Delivered" or "Returned to Sender"
- International packages show arrival in destination country
If the carrier accepts our claim, we'll provide a full refund including shipping costs.
8.2 Damaged in Transit
If your package arrives damaged:
- Document all damage with photos immediately
- Keep all packaging materials
- Contact us within 48 hours
- We will file carrier claim and send replacement
8.3 Insurance
All shipments include basic insurance. Additional insurance is available at checkout for high-value orders. We handle all insurance claims on your behalf.
9. Special Circumstances
9.1 Pre-Orders
Pre-order items ship when available. If your order contains both in-stock and pre-order items:
- Entire order ships when all items are available
- Split shipping available for additional fee
- Estimated ship dates are not guaranteed
9.2 Holiday Shipping
During peak seasons (November-December):
- Order early to ensure delivery
- Express shipping recommended for gifts
- Carrier delays are common
- Cut-off dates posted on website
9.3 Force Majeure
We are not liable for shipping delays caused by:
- Natural disasters or severe weather
- Pandemic-related restrictions
- Carrier strikes or disruptions
- Government actions or customs delays
- Other events beyond our control
10. Contact Information
For shipping inquiries:
Email: support.epilogue.co
Subject Line: Include order number for faster service
Ship From Location:
Orders ship from our fulfillment centers in:
• United States (for Americas orders)
• Romania (for EU/European orders)
• Strategic partners for other regions
11. Severability
If any provision of this Shipping Policy is determined to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions of this policy shall continue in full force and effect. The invalid or unenforceable provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable.