Shipping & Returns

Shipping

At the moment, all shipping is being completed every morning by Impy. Orders typically have a one or two day turnaround time. Orders placed Sunday through Thursday will be processed the next day, and mailed the day after that. Orders placed on Friday or Saturday will be shipped the following Monday. When we are at a convention, shipping will be delayed until we return. Please keep an eye on the main page for announcements concerning shipping, as if there is a delay for some reason that is where the information will be.

Packaging & Damage In Transit

We do our best with our packing to ensure that your items will arrive in pristine condition, and we label all packages to prevent confusion or blatant stupidity on the part of the shipping companies. We're doing everything in our power to get your items to you in the best condition possible, for the lowest price we can manage. However, sometimes problems can happen. Should an item arrive damaged, you can ship it back to us with a precise description of the problem and a copy of the invoice, and we will almost always send you a replacement (unless the problem is blatantly the fault of the shipping company, or we don't happen to have any replacements). In some cases we may need you to pay shipping again, and we will issue you a store credit for the cost of the item and request that you re-order.
It is important to note that we ship every item with delivery confirmation, but we are unable to resolve situations where the USPS marks the package delivered but you do not receive it. It's very frustrating, we know, and we do sympathize, but there's simply nothing we can do about it. If this happens to you (and it's only happened once with a package we've sent, though it has happened to us personally several times), we recommend having some very stern words with your local Post Master, and arranging for all future packages to require signature confirmation, or to be delivered to a Post Office Box.

Address Changes & Returned Packages

Please keep your customer address up-to-date using the My Account link in the navigation bar when you log in, it is very important that we be able to contact you if need be.

Once you have ordered an item, we are unable to cancel or alter the order fulfillment process. We strongly urge that you check your shipping address when ordering, because we cannot guarantee the delivery of your package if the address is incorrectly displayed. If your shipping address changes, it is your responsibility to arrange for mail forwarding to your new address. We can't recall a package once it's been mailed.

Sometimes, packages do get returned to us if there's an incorrect address. If this happens to your package, we will notify you by e-mail and automatically issue you a store credit for the amount of the purchase price of the item, not including shipping. You will then need to re-order the item through the store and pay for the new shipping.

Shipping Delays

When we attend a convention, shipping is delayed until we return. If for some reason we experience a lengthy shipping delay (longer than a few days) on our end, though, you will be notified by e-mail. Package tracking is not currently available, but all items within the US are shipped with delivery confirmation, and you can contact us by e-mail at any time to check on the status of your order regardless of whether it was a domestic or international order. We'll tell you everything we know about your order's status, because we want it to arrive just as badly as you do. Should an item fail to arrive within 30 days of the order date or pre-order ship-by date, please contact us to let us know. We will do our best to discover the problem and make up for it.


Returns

All convention sales are final, and we do not under any circumstances accept returns of merchandise purchased at a convention. Sales through our online store are also be considered final. However, we do at our discretion accept returns within 30 days of the order date, so long as the item(s) are returned still in the new condition in which they were shipped, including the original packing slip/invoice. So, if for some reason you find that you needed a different item or size, or even just changed your mind, you may be able to exchange your item for a store credit. It is necessary to check with us by e-mail before shipping the item back to us, so that you can be sure if a return is possible. When the item arrives, we will issue you a store credit for the purchase price (less shipping). You will then need to place a new order for the item you want (you will have to pay for shipping again).

Please note that due to the small nature of our company and the constant need for actual income, we are unable to hold your payments in reserve enough to offer actual monetary refunds under any circumstances, so we can only offer store credits. Also books, whether ordered or pre-ordered, cannot be returned or exchanged unless they were damaged in transit, in which case they can only be exchanged for the same book. We apologize if this is an inconvenience.


Store Credits & Gift Certificates

A store credit can be issued in several ways, but usually is issued in connection to a return situation. You must already have an account with the store and a working e-mail address in order to receive a credit. It can be used as a form of payment when you are in the checkout stage of placing an order. Store credits will be applied in the amount you speficy (up to the total amount of the credit) towards your order total.

Gift Certificates work very similarly to store credits. However, it is unnecessary to have an account before receiving one, though you will still need to sign up for an account in order to place your order. To purchase a Gift Certificate, you must first use the Gift Certificate Funds products to place the money in your account and use the verification code that will be automatically e-mailed to you when you do. On request, we do provide printable Gift Certificates that you can print and fill out with the code if you want to put them in a card or something. It is not necessary to mail in a printed Gift Certificate when using it as payment, we only need the code from it.


Other Ordering Issues

Your best bet, if you discover an issue with your order or our site or anything else, if the answer isn't covered here or in our FAQ, is to e-mail Impy and ask her about whatever the issue is. We like you to be 100% satisfied with us, it's important that we treat you guys at least as well as you treat us, so if there's a problem we are more than willing to work with you to resolve it. All we ask is a little patience, since there's thousands of you with potential problems at any given time, and there's just one Impy.