Frequently Asked Questions
Need some help with your order or have a burning question that needs to be answered pronto? Here you can find all the questions you need answered.
Do you ship to my country?
We ship to most countries. However, we DO NOT currently ship to: Cuba, Iran, Crimea, Syria, and North Korea.
Where is my order?
Antje.com's estimated delivery time (EDT) is our prediction of when an order could be delivered to you. The EDT is the sum of estimated fulfillment and shipping time. Think:
estimated fulfillment + estimated shipping = estimated delivery time
Our fulfillment time average is 2-5 business days for non-apparel products and 2-7 business days for apparel products. When we calculate the estimated fulfillment time, we take into account the current order volume and our capacity.
The estimated shipping time is calculated according to our historical shipping data for deliveries to your area or region. For US-based customers, the average shipping time is 4 days. For non-US customers, expect an average wait time of 15-20 days.
The estimated delivery time is just an estimate, it’s not a guarantee. You can receive the order past the EDT for reasons, like:
- Issues with print/embroidery files
- Products being out of stock
- Shipping related delays like failed delivery attempts, service disruptions
That being said, we’ll work our hardest to meet our delivery estimates. If you’re ever in a situation where you haven’t received the order and it’s past its EDT, please allow a few more days. Get in touch with us (email@example.com), we’ll check your order status and let you know how to proceed.
What should I do if it’s past the estimated delivery time and I still haven’t received my order?
If your order’s estimated delivery time has passed and you still haven’t received it, here’s what you do:
Wait a day or two. Shipments can get delayed for reasons we can’t predict. We understand it’s frustrating to deal with late shipments, but please remember that our estimated delivery time is just an estimate, it’s not a guarantee.
Get in touch with our customer support team. Let us know about your delayed shipment and we’ll check the latest delivery estimates to your location. We may ask you to wait a few more days to receive the order. Reach us by email at firstname.lastname@example.org.
What is your refund and exchange policy?
It is possible to cancel an order once it has been placed, however, we are unable to cancel any order once the item has been sent to our fulfillment partners.
Antje.com products are made to order. Refunds and exchanges will only be provided for defective merchandise. Otherwise, all sales are final.
Can I make changes my order once it's been placed?
Contact us immediately at email@example.com with your name, order number and email address you used when you placed the order. If a change, edit or cancellation is possible, we will attempt to do everything in our power to make it happen.
Once an order is sent to production, the order can no longer be canceled, changed or edited in any way (this includes mailing address.)
No cancellations nor address changes are possible during the holiday season.
Who do you ship with?
Each of our print vendors partner with different shipping carriers.
Based on the item(s) ordered and the location, our print vendors will choose which shipping carrier is best for your order. Some of the shipping carriers used are: UPS, USPS, Asendia, DHL, RR Donnelley IPA Service, FedEx, Royal Mail and Australia Post
Do you offer shipping with tracking?
Yes, all Antje.com shipping methods have tracking. Note that the quality of tracking may differ for some local carriers.
I purchased more than one item but only one item has arrived?
Items are produced by several vendors at different locations and are shipped directly from their facilities. Some products may also ship separately due to packaging differences. Such products include: mugs, framed posters, posters, canvas, stickers, jewelry, bean bags, backpacks, pillows with stuffing, snapback hats.
For this reason, some of your products may arrive separately.
What packaging do you use?
We use four types of plain packaging, which are cardboard boxes, tubes, polyethylene bags or mailing envelopes.
If you still can't find an answer to your question, please reach out to us at firstname.lastname@example.org