Shipping policy
Carrier Shipping Delays
We wanted to give you a heads up regarding current shipping delays due to increased volume and staff shortages within all mail carrier systems. We kindly ask that you prepare for longer than usual delivery timelines, and please note that tracking links may also take additional time to receive updates. You may receive an email with a link before the carrier scans the physical package.
DOMESTIC ORDERS (shipping within the U.S.)
Please note the following timeline estimates for these preferred shipping methods:
USPS Media Mail/orders that contain posters: Up to 6 weeks
All other domestic shipping services: Up to 4 weeks
If your tracking information has not been updated in over 14 days, please reach out to our support team for further assistance. We are unable to assist you if it’s been under 14 days since your last tracking update.
This does not apply to orders shipped via USPS Media Mail or orders that contain posters. We are unable to assist with these orders until tracking has not been updated in 30 days or more.
These estimates apply once your order has shipped and is in transit, not after your order has been placed.
INTERNATIONAL ORDERS (shipping outside of the U.S.)
International shipments are very delayed as a result of staff shortages, customs delays, and COVID-19 workplace protocols. International orders are currently taking up to 12 weeks to deliver at this time.
Please reach out to our support team if it’s been more than 45 days since your last tracking update. Please note: we need to allow 75 days from the shipment date before we are able to declare the order as lost in transit due to extreme international delays out of our control.
PRE-ORDERS
Orders that contain a pre-order item will only ship once every item in the order is ready for shipment. If your order contains a pre-order item, please refer to the product page for your order’s estimated processing time.
IN-STOCK ORDERS
If your order does not contain any pre-order items, please allow up to 5-7 business days for us to process your order before shipment.
If your order is still preparing for shipment and you’d like to put in a request to cancel your order or update your shipping address, please fill out our request forms linked below. Please note that order cancellation requests are not guaranteed, and we cannot assure that every request will be fulfilled.
ORDER CANCELLATION REQUEST FORM
Our support team is unable to issue refunds for transit delays at this time. The timelines listed above have been provided by the shipping carriers themselves and are always subject to change. Please see our Shipping Policy for more information.
We also recommend checking out our store FAQ, where many questions can be answered. We sincerely apologize for any inconvenience and appreciate your support!
Thank you and stay safe,
ThenWhat, lnc. LLC
Carrier Shipping Delays
Due to increased volume, we are often seeing delays with the United States Postal System (USPS). Many shipments are experiencing delays of up to 30 days, and tracking links are taking longer to update. Please also note that Media Mail and poster shipments may take up to 45 days to deliver.
All international orders (shipped outside of the U.S.) are taking 4-12 weeks to deliver due to delays at customs as well as COVID-related staff shortages.
Please see our Shipping Policy for more information. Per our website and policy, no refunds are being issued for delayed mail at this time. We appreciate your support of our stores and your continued patience
How can I check the status of my order?
You can check on the status of your order by utilizing our online order lookup tool. Your order number can be found on your receipt/confirmation email. The results will update as your order moves from production to shipping. Once your order has shipped from our warehouse, tracking will be shown there!
Many of our orders are preorders - you can learn more about preorders HERE, and you can also check your confirmation email and product page for more details on the estimated ship date. Orders that are not on preorder typically ship within 5-7 business days due to processing time at our warehouse.
Order Lookup Tool
Use the same email that you used for checkout.
Check for spelling mistakes within your email.
Enter your order or transaction number. Check your order confirmation email for this information. (Order numbers often begin with the prefix of your online store. Transaction numbers either begin with a "ch_" or are a series of numbers and letters.)
Please check out these examples below and head to our tool HERE.
When will my order ship?
If your order is NOT a pre-order it may take 5-7 business days for your package to be shipped out. Please note the estimate listed in our shipping methods refers to the transit time after the package has left our facility.
Pre-orders will ship when the product is produced, arrives at our warehouse, or is otherwise released, and circumstances will vary depending on the artist's store and the product. Estimated shipping time can be anywhere from 2-12 weeks from the date you place your order until the date the item is in stock and ships from our facility. If your order contained multiple items and one of them is on pre-order, your order will ship in full once your pre-order item is released. Shipping on preorders will not be refunded (unless you've requested cancellation prior to shipping and your whole order is refunded). We appreciate your patience and will do our best to send updates via email if your order is delayed beyond the initial estimate. You can learn more about preorders by clicking HERE.
You can check the current order status by using our order lookup tool. For more information on how to use this tool, please click HERE.
When your package is picked up and scanned in by the mail carrier (USPS/DHL), you will receive a shipping confirmation and a tracking number via email. It may take a few days for the tracking number to show transit details.
If you need to change your address or cancel your order based on this information, please use the links below:
Do you ship to countries outside of the U.S.?
Yes! We have shipped orders to over 50 countries. We ship out of the U.S., so international orders will take longer to arrive - we appreciate your patience. The timeframe we provide is an estimate, as we can never guarantee a delivery date for international packages due to customs and other delays.
Please note when we are shipping a package internationally via DHL or USPS, they will hand the package over to your local post office for the actual delivery. Once the packages leave our facility, we no longer have control over the delivery process and are unable to make changes to your address (and typically, the postal carrier is unable to as well). If your package is marked delivered, and you do not have it or your post office has not updated tracking once it gets to your country, we require that you reach out to your local post office for further information before we can start any claim process.
Some countries will charge a customs fee for international orders before delivery. We do everything on our end to declare the necessary information to ensure that there is no added customs charge when it arrives to your country. Most of our packages ship without any additional fees or charges, but each country has a unique customs process and we are not responsible for any additional fees. For more information on customs fees, please check out this article.
My order was returned to sender, what do I do?
If a domestic order is returned to sender, we will work with you to reship your order. Once the item is returned and processed at our facility, we will reach out via email to confirm the correct address to reship to, and also to invoice for the reshipment costs. Once the invoice is paid, the package will be reshipped. We appreciate your patience, as this may take a few weeks to process.
Please note that international orders that are returned to the sender will be refunded the cost of the item(s). Original shipping costs will not be refunded and unfortunately, we are unable to reship international orders.
My package was marked delivered and I did not receive it, what should I do?
In this situation, we require you to contact the mail carrier for further information on the order status and location. Additionally, sometimes tracking can lag, and your package may have accidentally been marked as delivered 3-5 days early.
Domestic Orders (shipping within the U.S.):
If you selected economy shipping, please note that USPS will usually handle the actual delivery and they should have more information regarding the status of your package. Please contact USPS or your local post office/mail carrier directly to confirm the current order status.
International Orders:
Please note for international orders you will need to reach out to your local post office for information on your package. DHL will carry the order for the majority of transit, but typically once it arrives to your country, your local postal service will manage the actual delivery of the order. Additionally, international orders are often held at your local post office for pickup.
If USPS/your local post office are unable to resolve this for you, please click the link below to fill out our claims form:
How can I view my order/tracking information?
When your package is picked up and scanned by the mail carrier (USPS/DHL) you will receive a shipping confirmation and a tracking number via email. It may take a few days for the tracking number to show transit details.
To check on the current status of your order, you can utilize this tool.
Be sure to use the same email that you used for checkout.
Check for spelling mistakes within your email.
Enter your Order Number or Transaction ID. Check your receipt for this information. Order numbers often begin with the prefix of your online store. Transaction IDs either begin with a ch_ or are a series of numbers and letters.
If you'd like to see more examples on how to find your order information, please check out this FAQ Center article.
The information you see on this tool will update as your order moves from production to shipping. If your order is on pre-order, this tool will not update until your order has moved from production to shipping. You will not receive tracking information until your order has shipped from our facility. Check out this article for more information on pre-orders.
Will I have to pay taxes/import duties in my country?
Import duty is a tax collected on imports and some exports by a country's customs authorities. A good's value will usually dictate the import duty. Depending on the context, import duty may also be known as a customs duty, tariff, import tax, or import tariff.
While the cost of shipment for your package is included in your order total, you may be subject to taxes/import duties for your package upon arrival to your destination country. Kindly note, we are not able to cover additional costs in order for you to receive your package once it arrives to customs.
We do everything on our end to declare customs (value, items, weight, material) to ensure that there is no added customs charge when your order arrives to your country. Most of our packages ship without any additional fees or charges, but each country has a unique customs process and occasionally random packages will be pulled for inspection. We cannot control if your order gets pulled and there are additional fees during the customs process in your country. We do our due diligence on our end to prevent this from happening, but unfortunately we are not in control of each order and it is up to your country's postal service how your order is handled. We recommend speaking with your local post office if you have any specific questions regarding your country's customs process.
International Shipping Bans
We depend on our carriers to deliver our international orders; there are certain countries where our shipping services are not currently available.
Click HERE to view a list of Passport's banned countries.
If you are shipping an order to one of these countries, we can hold the order until the shipping ban is lifted, update the shipping address to another country that is not on this list, or cancel and refund the order in full. If we do not hear back, we will continue to hold onto the order until the ban is lifted.
If the shipping ban is not lifted within 3-6 months and we do not hear back via email to confirm how you would like to proceed, we will cancel and refund your order in full.