Shipping & Returns
Delivery
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
● USA: 3–4 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days
[Covid-19] When will I get my order?
Our fulfillment times [for all products/t-shirts/phone cases/etc.] may be longer than usual and may
continue to increase until things get back to normal. We’re seeing delays in our supply chain,
including distributors and shipping carriers as the entire industry is grappling with challenges.
It’s difficult to predict the shipping times.
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control
and is assessed by your local customs office. Customs policies vary widely for every country so
please check with your local customs office directly to see if they apply duties and taxes to your
purchases.
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address.
● Ask your local post office if they have your package.
● Stop by your neighbors, in case the courier left the package with them.
If the shipping address was correct, and the package wasn’t left at the post office or at your
neighbor’s, get in touch with us at contact@lordphoton.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but
shipping will be at your own cost.
Orders
How are your products made?
Our on-demand order fulfillment company has locations worldwide; so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about
your tracking or shipment, drop us a line at contact@lordphoton.com.
I received a wrong/damaged product, what should I do?
Our sincere apologies if the product you ordered arrived damaged. To help us resolve this for you
quickly, please email us at contact@lordphoton.com within a week’s time, with photos of the
damaged product, your order number, and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible!
Returns
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let
us know by contacting us at contact@lordphoton.com and we can scope out possibilities to resolve your concern.
Do you offer refunds?
We currently do not offer refunds. Replacements are offered to customers that receive the wrong items or damaged items. Please contact us within 7 days of delivery, at contact@lordphoton.com with photos of the wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our
sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let
us know at contact@lordphoton.com within a week after receiving your order. Include your
order number and photos of the mislabeled item, and we’ll send you a new one.
My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by the customer.
After the order arrives back to our facility, you can determine how you would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by the customer, or had an incorrect address originally provided.
Return Policy
Our orders go through a 3-step quality check before we ship them out. However, if a damaged or mislabeled item was accidentally let through our quality control, or was damaged during shipment, we take full responsibility and provide a free replacement.
Any claims for misprinted/damaged/defective items must be submitted within a week of the product having been received. For packages lost in transit, all claims must be submitted no later than a week after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice an issue with the products or anything else on the order, please follow the below steps:
- Draft an email with the subject “Report Problem”.
- Specify the order number and proceed to outline your problem in detail.
- Upload relevant photos.
- Send the email to contact@lordphoton.com.
Please be aware that we require a photo to be submitted with your problem report, to begin a reshipment. It is important that you include photos with your initial problem report to avoid delays.
Unclaimed returns get donated to charity after 4 weeks.
Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment.
If you haven’t registered an account at Lord Photon and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).
Returned by Customer – We do not refund orders for buyer’s remorse. We only offer replacements for damaged or mislabeled products. PLEASE CONTACT US AT CONTACT@LORDPHOTON BEFORE RETURNING ANY PRODUCTS.
Size exchanges
Wrongly ordered sizes won’t be eligible for replacements. We make everything on demand, so requesting a size exchange would mean producing an entirely new product.
Order lost in transit
Please double-check the shipping address you used for this order.
- If the shipping address was correct, and the package wasn’t left at the post office or at your
neighbor’s, get in touch with us at contact@lordphoton.com, also specifying your order number.
- If the address was incorrect, the package should have been be sent back to us. We can update the shipping address and reship it for you. Please note that you’d be responsible for the shipping costs incurred during the reshipping.
- If the shipment’s status is marked as ‘Delivered’ by the carrier, we recommend you to inquire if any additional details were left by the delivery staff. Please note that we don’t cover refunds due to carrier errors.
Your shipment might just be stuck at some point along the delivery. Please allow a couple more days for the package to show up. If the package still hasn’t arrived, all claims must be submitted no later than a week, after the estimated delivery date. We will cover the costs of reprinting and shipping a replacement order for you.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,
Therefore, Lord Photon reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.