Frequently Asked Questions
Need some help with your order or have a burning question? Find all the answers you need, here!
Do you ship to my country?
We ship to most countries. However, we DO NOT currently ship to: Cuba, Iran, Crimea, Syria or North Korea.
Where is my order?
Antje.com's estimated delivery time (EDT) is our prediction of when an order will be delivered to you. The EDT is the sum of estimated fulfillment and shipping time.
estimated fulfillment + estimated shipping = estimated delivery time (EDT)
Our fulfillment time, on average, is 2-5 business days for non-apparel products and 2-7 business days for all apparel. When we calculate the estimated fulfillment time, we take into account the current order volume and our capacity as well.
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 is not a guarantee. You can receive the order past the EDT for reasons including:
- Issues with print/embroidery files
- Out of stock items
- Shipping related delays such as failed delivery attempts or service disruptions
We will work our hardest to meet our delivery estimates. If you haven’t received the order and it is past the EDT, please allow a few more days for delivery. Please contact us at email@example.com and we will look into your order status and details.
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 your order, please:
Wait a day or two. Shipments can be delayed for unpredictable reasons. We understand it is frustrating to experience a late shipment, but please remember that our estimated delivery time is just an estimate, it is 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. 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 used when the order was placed. If a change, edit or cancellation is possible, we will do everything in our power to accommodate your request.
Once an order is sent to production, the order can no longer be canceled, changed or edited in any way (this includes the 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 include: 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 tracking details may differ for some local carriers.
I purchased multiple items but only one item has arrived, what now?
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. These products include: mugs, framed posters, posters, canvas, stickers, jewelry, bean bags, backpacks, pillows with stuffing and snapback hats.
For this reason, some of your products may arrive separately.
What packaging do you use?
We use four types of plain packaging including 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