When can I expect to receive my order?
Each product you order is custom created for you and then shipped by the method you select. Naturally, times vary due to the type of product orders and shipping method you choose. Please see Product Delivery Timetable for more information.
How do I report a problem with my order?
You can report problems with an order by submitting a ticket. If you are reporting a problem with an item you received, be aware that we require photos of the item(s) errors, damages, or defects and delivery container for the order to resolve the problem. It is always best to include photos with your initial problem report to avoid delays.
What happens if my package isn’t delivered but the tracking states that it was?
Eratage will cover a variety of carrier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.
In the rare cases that a parcel is marked as delivered by the carrier, we suggest you contact the carrier and inquire if any additional details were left by the delivery person – e.g. “left on the bench on the patio.”
If the delivery address was correct and you have yet to receive it -you should file a claim with the carrier. If the carrier cannot locate your missing package. Submit a ticket to our helpdesk, along with the written statement from the carrier with their resolution of the claim. If they cannot locate the package or prove it was delivered to the address you provided us for shipping, we will reship your order to the original address you provided at our expense.
Again, this only applies if the tracking details state that a delivery was made to the recipient’s address and you have filed a claim which the carrier admits they are unable to locate or prove was delivered to the address you gave us.
What if I gave you the wrong shipping address by mistake?
Eratage shall not be held responsible for losses incurred due to erroneous information provided by our customers. Unfortunately, not all packages sent to an incorrect shipping address are returned to sender.
If your package is returned to us, we will notify you that it is here. You will be required to pay the shipping cost in advance to have it resent to the correct address.
Again, we shall not be held responsible for losses incurred due to erroneous information provided by our customers. If you provided the wrong address and the package is not returned to us, no refunds or store credits will be issued. Any replacements would be entirely at your expense. Therefore, we strongly encourage you to double check your order and correct all mistakes before submitting it.
Do you pay the customs fee for my orders?
Shipments outside of the USA may incur customs fees depending on the destination. The fee may vary depending on your order value, country limits, and other factors based on the product itself. You will be responsible for paying any fees due to the appropriate customs agency when you receive your order. In the event you return the item(s) or refuse the shipment, you will also be responsible for obtaining any reimbursements or credits for the fees that may be due from the customs agency. Eratage shall not be responsible for the payment of your custom fees or for the refund of your customs fees.
How long do I have to submit a claim for a return/exchange?
Any claims for misprinted/damaged/defective items must be submitted to our help desk within 15 days after the product is received. For items with no defects or damages, requests for an exchange or refund must be submitted to our help desk within 30 days after the delivery date.
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 recipient. You will receive notification once the order arrives back to our facility. You must submit a ticket to our help desk with an updated address if you wish to have the product reshipped or request a refund. Refunds will only be issued for the purchase price of the products less a 15% restocking fee (and sales taxes if applicable). Shipping costs and processing fees are non-refundable. Payment for shipping charges will be required to reship orders that have been unclaimed at customs, refused or returned by you, or returned due to an incorrect address originally provided by you.
In instances where the shipping address is incorrect or illegible due to an equipment malfunction while printing your label, Eratage will cover the cost of reshipping the package.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted to our help desk no later than 3 weeks after the estimated delivery date. You must provide a written statement from the carrier stating the reason the package has not been delivered. If the carrier certifies the package is lost in transit, we’ll cover the costs of reprinting and shipping a replacement order to the address you originally provided.
Keep in mind that if you provided the wrong address, failed to claim a package at customs, or refused delivery, we shall not be held responsible for shipments lost in transit. In that case, no refunds or store credits will be issued, and any replacements would have to be entirely at your expense.
You can check out our return policy for up-to-date details about reshipments.
How are returns, exchanges and refunds handled differently when comparing personalized and non personalized products.
You must Submit a Ticket to obtain an Authorization Code before returning any product to Eratage. Your Authorization Code must be written on the shipping label of your return. No exchange or refund will be processed without a valid Authorization Code.
Non Personalized Products
Any returns or exchanges that are required because of quality issues or an error on our part will be returned at or expense, and replaced or refunded.
In cases where you made a mistake, wrong size, color, shipping address etc. or simply change your mind and want to return or exchange a non-personalized product:
- the product must be in new condition
- you must return the product at your expense
- For exchanges, store credits are issued to your account for the product(s) purchase price (and sales tax, if applicable). Simply apply the credit when you place your order for the replacement.
- Refunds for the purchase price less a 15% restocking fee, (and sales tax, if applicable) will be credited to your original payment method.
- Shipping and processing fees are non-refundable
Eratage shall not be held responsible for any losses incurred by the customer for items returned without a valid authorization number issued by our help desk representative.
What if a frame breaks during shipment?
We guarantee each product from the moment it leaves our shop to the point it is received by our customers. If any order arrives broken, damaged, incomplete, or wrong, submit a claim to our help desk, provide photos of the damage and the delivery container. We will reship your order to ensure you are satisfied with the product.