melusine.com

Mélusine

Visit the Mélusine Help Center to find answers to common questions, connect with a customer service representative, learn about new features and more!

Mélusine Help Center

Wednesday, April 23rd. Over the next several weeks, we will move our warehouse operations into our new facility. Orders placed between now and 11:59 PM EDT on April 30th will, in most cases, ship out normally without delay. Orders consisting of non-p

Wednesday, April 23rdOver the next several weeks, we will move our warehouse operations into our new facility. Orders placed between now and 11:59 PM EDT on April 30th will, in most cases, ship out normally without delay. Orders consisting of non-pre-order in-stock items placed on or after May 1st will experience a slight delay in shipping. We aim to be fully operational in the new warehouse space and begin shipping out fulfillable orders the week of May 12th.We hope this move will be as seamless as possible, and we look forward to improving our shipping turnaround times and service.&#xA0;

Shipping & Warehouse Operations Relocating!

General Shipping. How do you ship?. Everything ships in sturdy boxes that are well-packed with bubble bags and/or packaging paper. Most in-stock orders will ship within 2-5 business days, but please allow extra processing time for orders placed durin

General ShippingHow do you ship?Everything ships in sturdy boxes that are well-packed with bubble bags and/or packaging paper. Most in-stock orders will ship within 2-5 business days, but please allow extra processing time for orders placed during holidays and during/after website events (Black Friday, Halfway to Black Friday, Subscriber Week, etc.)Do you ship Internationally?Absolutely! See the International Shipping section below for additional information. Domestic U.S. ShippingHow much is shipping in the U.S.?$6 Standard - Most of these packages will ship via USPS Media Mail or Ground Advantage depending on order size and delivery location.$12 Deluxe - Most of these packages will ship via USPS Priority or FedEx Express Saver depending on order size and delivery location.&#x2026;if your order is over $100 it ships FREE Standard ** free shipping thresholds are disabled during Sales Events &amp; Flash Pre-OrdersHow long will it take to get my package?Generally, orders placed with Standard shipping will arrive within 5 business days. Most order placed with Deluxe shipping should arrive in 2-3 days.Can I track my package?You will receive an email notification with tracking information once your shipping label has been created. Please allow up to 24 hours for tracking data to appear in USPS&#x2019;s or FedEx&apos;s website. Canadian ShippingDo you have a Canadian presence?We will no longer be doing order fulfillment out of our Canada facility. Instead, we have opened up a brand new Vinegar Syndrome store in Toronto! You can visit us at: 399 Roncesvalles Ave. Toronto, ON M6R 2N1All orders to Canada will ship from the US.How much is Canadian shipping?We have a simple flat rate shipping option for Canadian customers.Please note: All prices below are in USD.$12 Canada - Most packages will ship via FedEx International Connect or DHL Express Worldwide depending on order size and delivery location. Orders addressed to PO Boxes will be shipped via USPS International service.&#xA0;...if your order is over $100 USD it ships FREE ** free shipping thresholds are disabled during Sales Events &amp; Flash Pre-OrdersCan I track my package?You will receive an email notification with tracking information once your shipping label has been created. Please allow up to 24 hours for tracking data to appear on the FedEx or DHL website.You can also check out <a href="https://www.ondemand.dhl.com/">DHL&apos;s On Demand Delivery</a> for more delivery options.When will my package arrive?Our Canadian customers are constantly impressed by how quick their orders arrive, but shipping times will vary greatly depending on where you live.Ontario = 2-3 days in transitQuebec &amp; Manitoba = 4-6 days in transitAll other provinces = 5-7 days in transit International ShippingHow much is International shipping?We have a simple flat rate shipping option for International customers.Please note:&#xA0;All prices below are in USD.$20 International&#xA0;- Most packages will ship via FedEx International Connect or DHL Express Worldwide depending on order size and delivery location.&#x2026;if your order is over $200 USD it ships FREE ** free shipping thresholds are disabled during Sales Events &amp; Flash Pre-OrdersCan I track my package?You will receive an email notification with tracking information once your shipping label has been created. Please allow up to 24 hours for tracking data to appear on the FedEx or DHL website.You can also check out <a href="https://www.ondemand.dhl.com/">DHL&apos;s On Demand Delivery</a> for more delivery options.When will my package arrive?Our International customers are constantly impressed by how quick their orders arrive, but shipping times will vary greatly depending on where you live.That said, plan on one to two weeks for delivery or more depending on customs.It&#x2019;s been over a month and my package has not yet arrived.Don&#x2019;t panic! Your package may be held up in customs. Call your local FedEx or DHL rep and check with them.If that doesn&#x2019;t work, please&#xA0;<a href="https://support.melusine.com/en-US/contact">contact us</a>&#xA0;and we&#x2019;ll see what we can do to help. Limited Edition ReleasesIs there a maximum order limit?Limited Edition releases (including slipcovers and special packaging), are limited to (1) copy per customer. Any packages that exceed the quantity limits will have the extra copies refunded upon shipping.&#xA0;What happens when the Limited Slipcovers sell out?If the release itself is not limited, when the Limited Slipcovers sell out we will begin selling the standard edition (same version without the slipcover).Does &apos;adding to cart&apos; reserve my copy?No! Like most e-commerce websites, your items are not guaranteed until payment is completed.&#xA0; Quality Policy for Slipcovers, Box Sets and all other Paper PackagingMy slipcover or box set has minor damage, can I get a replacement?&#xA0;We are big physical media collectors ourselves and we understand the (sometimes) extreme OCD that comes along with it. Please know that there is no such thing as a flawless or perfect slipcover or box set. Due to the process of manufacturing paper products, every piece of paper packaging we sell will have minor imperfections. Expect to occasionally receive slipcovers and box sets that have slightly dinged corners, imperfect edges, small scuff marks, etc. These types of imperfections are inherent to the printing process and are to be expected. For the reasons above, please limit replacement requests to major damage that was obviously incurred during transit. Replacement requests for what we determine to be minor imperfections will not be honored. Common Subscriber QuestionsCan I get 50% off Partner Label or Sub Label titles released in the past?&#xA0;The 50% off SRP Subscriber discount will only apply to titles released during your current subscription period. Titles released prior to your current subscription period will not be eligible for the discount. NOTE: Subscribers MUST be logged in to view discounted prices.By my calculations, I am not receiving the full 50% off discount for Partner Labels and/or Sub Labels. What gives?The 50% off discount is calculated from the SRP (Suggested Retail Price). On our website, the SRP is the higher figure dollar amount with the <s>strike through</s>. Pre-ordersHow does your pre-order process work?Due to the limited nature of some of our releases, pre-orders are charged upfront. Orders containing pre-order items will not ship until pre-orders are in-stock (usually one week prior to street date). You will receive a shipping confirmation email with tracking upon shipping. Modifying an OrderCan I add or swap out an item?Sure, as long as you catch us before we ship it out (we&#x2019;re fast shippers). Chat with us or email us asap at <a data-fr-linked="true" href="mailto:contact@melusine.com">contact@melusine.com</a> with the details.Can I change the shipping address?Sure, please see above!&#xA0; Problems and ReturnsSomething was missing or I received the wrong thing!Sorry to hear that. Email us at <a data-fr-linked="true" href="mailto:contact@melusine.com">contact@melusine.com</a> or start a chat with us with the information and we&#x2019;ll help you out.My stuff arrived damaged!If your item(s) were damaged during shipment, please send us a picture of the damage immediately upon receipt. In most cases, we&#x2019;ll ship out a replacement copy asap.Can I return or exchange an unopened item?All sales are final and we do not offer returns or exchanges unless items were damaged during shipping (please see above).&#xA0;PaymentsWhat payments do you accept?We accept all major credit cards. Payments are processed through PayPal and Authorize.net. Contact UsGeneral contact email:<a data-fr-linked="true" href="mailto:contact@melusine.com">contact@melusine.com</a>Mailing address:M&#xE9;lusine100 Congress StreetBridgeport, CT 06604<a href="https://support.melusine.com/en-US/contact">Contact Form</a>

Store Policies

#1. What is Order Stacking?. This is a term we developed to describe the act of merging several orders into one large package. We first started offering this service several years ago during one of our first Black Friday sales. It let customers add t

#1. What is Order Stacking?This is a term we developed to describe the act of merging several orders into one large package. We first started offering this service several years ago during one of our first Black Friday sales. It let customers add to their existing order for free using a shipping option called &quot;Add to my existing order&quot; during checkout.&#xA0;#2. How do I do it?There are a couple of ways to utilize order stacking on M&#xE9;lusine:Option 1: If you want to add a M&#xE9;lusine order to an existing Vinegar Syndrome order, please use the &quot;Add to my existing Vinegar Syndrome order&quot; shipping option at checkout. We will combine your M&#xE9;lusine order with any existing VS order(s) and ship them out together. Using this option without having an existing Vinegar Syndrome order will mean your order is held until there is an order to combine it with.&#xA0;Option 2: If you would like to add more to an existing M&#xE9;lusine order, you can use the &quot;Add to my existing order&quot; shipping option at checkout. This option is unlocked by placing a M&#xE9;lusine order with shipping paid on it.&#xA0;Once that order has been placed, you will then see a special shipping option at checkout called &quot;Add to my existing order&quot;. Use that option to have any additional orders added to your package for free. We will combine all M&#xE9;lusine orders and ship them out together.&#xA0;Important Note: For orders to be combined in our system, your name and address need to be the same across all orders. This includes nicknames, abbreviations, address formatting, postal codes, etc. Please make sure you are using the same formatting across all orders for successful stacking.&#xA0;#3. When does the Order Stacking period end?Once unlocked, the &apos;Add to my existing order&apos; option will be available to you until your current stack of orders ships out. Stacking will start again with your next, new order.#4. Can I stack in-stock items and pre-orders?Yes! You can combine in-stock items with pre-order items, but no orders will ship out until all items are in-stock and ready to ship.&#xA0;#5. Will placing additional orders delay my shipping?&#xA0;Absolutely not. We have been merging orders for years and have developed a very streamlined solution for processing multiple orders from the same customer. Placing multiple order will have zero effect on your order processing or handling time.#6. I&apos;m a current Subscriber, does this change anything for me?&#xA0;Nope. You should continue to use your regular &quot;Subscriber Shipping&quot; method. Your orders will also continue to ship first.&#xA0;#7. Do you have additional questions?Please send any additional questions or feedback to: <a data-fr-linked="true" href="mailto:contact@vinsyn.com">contact@vinsyn.com</a>.&#xA0;

Order Stacking - FAQ

What is the Mélusine Media Club (MMC)?. MMC is Mélusine's loyalty rewards program designed to recognize our most devoted customers. Members will earn points anytime they shop, which they can use towards exclusive products & discounts. How do I become

Get more information

Shipping & Warehouse Operations Relocating!

Store Policies

Order Stacking - FAQ

Mélusine Media Club - FAQ

Get support