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Store Policies - FAQUpdated 2 months ago

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 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. Shipping

How much is shipping in the U.S.?

We have updated our shipping options for 2023. In 2020, due to USPS service delays and bottlenecks, we decide to discontinue shipping via Media Mail. However, after extensive stress testing in late-2022, we are confident that USPS' Media Mail service has returned to "normal" and can provide an affordable shipping option for those that do not mind waiting an extra day or two. 

$6 Standard - Most of these packages will ship via USPS Media Mail or First Class depending on order size and delivery location.

$12 Deluxe - Most of these packages will ship via FedEx Express Saver, USPS Priority or FedEx Ground depending on order size and delivery location.

…or if your order is over $100 it ships FREE Standard *

* free shipping thresholds are disabled during Sales Events & Flash Pre-Orders

How 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’s or FedEx's website.


Canadian Shipping

Do 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 retail location in Toronto! You can visit us at 399 Roncesvalles Ave.

All orders to Canada will ship from one of our US warehouses now. 

How much is Canadian shipping?

We have a simple flat rate shipping option for Canadian customers. (Please note: All prices are in USD)

$12 Canada - Most packages will ship via DHL Express Worldwide depending on order size and delivery location. Orders addressed to PO Boxes will ship via USPS International. 

…or if your order is over $100 it ships FREE *

* free shipping thresholds are disabled during Sales Events & Flash Pre-Orders

Can I track it?

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 DHL's website.

You can also check out DHL's On Demand Delivery for more delivery options.

Will I be charged import fees?

No, we are set up to take care of all duties & taxes, so you will not be charged any fees upon delivery of your package.

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 transit

Quebec & Manitoba = 4-6 days in transit

All other provinces = 5-7 days in transit


International Shipping

How much is International shipping?

We have a simple flat rate shipping option for International customers. (Please note: All prices are in USD)

$20 International - Most packages will ship via DHL Express Worldwide depending on order size and delivery location.

…or if your order is over $200 it ships FREE *

* free shipping thresholds are disabled during Sales Events & Flash Pre-Orders

How do you ship? Can I track it?

We ship in sturdy boxes via DHL Express Worldwide.

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 DHL's website.

You can also check out DHL's On Demand Delivery 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.

Will I be charged import fees?

No, we are set up to take care of all duties & taxes, so you will not be charged any fees upon delivery of your package.

It’s been over a month and my package has not yet arrived.

Don’t panic! Your package may be held up in customs. Call your local DHL rep and check with them.

If that doesn’t work, please chat with us or email us at [email protected] and we’ll see what we can do to help.


Limited Edition Releases

Is there a maximum order limit?

Limited Edition releases (including slipcovers), are limited to (2) copies per customer. Certain Limited Edition releases will be limited to (1) copy per customer.

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 'adding to cart' reserve my copy?

No! Like most e-commerce websites, your items are not guaranteed until payment is completed. 


Quality Policy for Slipcovers, Box Sets and all other Paper Packaging

My slipcover or box set has minor damage, can I get a replacement? 

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 Questions

Can I get 50% off Partner Label or Sub Label titles released in the past? 

Discounts will automatically be applied to eligible products during your subscription period. 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 strike through.


Pre-orders

How 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 Order

Can I add or swap out an item?

Sure, as long as you catch us before we ship it out (we’re fast shippers). Chat with us or email us asap at [email protected] with the details.

Can I change the shipping address?

Sure, please see above! 


Problems and Returns

Something was missing or I received the wrong thing!

Sorry to hear that. Email us at [email protected] or start a chat with us with the information and we’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’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).

 

Payments

What payments do you accept?

We accept all major credit cards. Payments are processed through PayPal and Authorize.net.


Contact Us

General contact email:

[email protected]

Mailing address:

Mélusine

100 Congress Street

Bridgeport, CT 06604

Contact Form

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