How can I track my order?
After your order has been picked up by the shipping carrier, you will receive an e-mail to the e-mail address you provided during checkout, containing your unique package tracking number and a link where you can follow it's journey.
Does Epilogue deliver the package?
No, we do not deliver the order personally. We've enhanced our delivery process by working with a logistics partner, a fulfilment solution knows for its speed, efficiency and reliability. When you make a purchase, your order is packaged and dispatched from the fulfilment centre which serves your area, using a local carrier (or a series of carriers, in the case of international shipments). This partnership ensures that your products are delivered promptly while keeping the delivery time to a minimum.
Which countries do you ship to?
We ship worldwide, with a couple of temporary exceptions outlined below. Orders outside the areas covered by the fulfilment centre network will be sent from the Romanian headquarters office through our third party carriers.
Exceptions: Currently we have paused deliveries to Chile, Argentina and Russia due to import regulations and/or numerous complaints from clients regarding local carrier services. We hope to re-open these areas in the future.
How much does shipping cost?
Shipping costs are calculated for you at checkout and displayed clearly there. This depends on the shipping method you choose and is calculated automatically.
Do I have any additional customs payments so the order can enter my country?
In the cases of some countries, there are additional payments involved that are the responsibility of the customer, in order for the package to be delivered to its destination. If you are unsure if this is your case or not, please contact your nearest customs office or the shipping carrier and inquire about your situation. They are able to help and provide more information on this. IMPORTANT: If the order is returned to us because you could not be contacted to successfully pay customs and import taxes, the costs of return and the initial shipping costs are non-refundable. If the item is not returned to our warehouse, the order is unfortunately not eligible for any amount of refund.
My package hasn't arrived yet/is delayed. What can I do?
If your package is significantly delayed, first check its status on the tracking page you have received in a previous e-mail and check if the customs office or shipping carrier has tried to contact you already regarding your package. If not, then contact us at support@epilogue.co and we will do our best to help you receive your order as soon as possible. In order to file a lost claim, at least 25 days and at most 45 days need to pass with no updates to the tracking page. Moreover, you need to contact us within this timeframe if it has been lost in transit as this is the time limit imposed by shipping carriers for us to file a lost item claim. If this deadline is not met by the client, unfortunately we cannot proceed with filing a lost item claim or a refund so make sure you are checking the tracking page regularly and contacting us immediately if you notice anything wrong with the delivery of your package.
When will my order ship?
STOCK AVAILABLE: Processing for products already in stock at the moment of ordering takes 1-2 working days. Your order details will be forwarded to our logistics partner within this timeframe and, after that, shipping time will depend on your preferred shipping method (which may or may not be Time-Defined). When placing your order, the estimated shipping time will be displayed clearly during the checkout process if you have chosen a Time-Definite method.
STOCK UNAVAILABLE: If we have run out of stock at the warehouse serving your area, a visible banner will be displayed at the top of the product page of our website, before clients place an order. This banner will also specify the date when shipping orders is estimated to resume. This is an estimation and shipping may start a bit earlier or later than that date, but such cases are rare. We require some amount of time to run an assembly cycle and restock warehouses. In this case, the 1-2 working days processing time does not apply. You can still place an order anytime to reserve a unit from the upcoming batch, but it will be shipped according to the deadline displayed on the banner. If there is no banner displayed, then stock is available.
Why hasn't my package arrived?
First, please check whether at the time of placing your order, the desired product is in stock or not (you can do so by viewing the product page, a notice will be posted there). This directly affects the processing time for your order. Secondly, please check the estimated shipping time provided to you in the confirmation e-mail according to the shipping carrier. If this deadline has been exceeded, contact us at support@epilogue.co. Please note that in some extreme cases delays could be related to weather conditions, natural disasters or local/global events out of our control. Two-Day delivery options apply once the package is picked up by the carrier and scanned at their warehouse.
My package shows as 'Delivered' on the tracking page, but I do not have it. What should I do?
For more information, please read the article on our Support platform available here.
My product was damaged upon arrival or I was sent the wrong item. What should I do?
Although every single product is packaged carefully and thoroughly and we can guarantee that it left in perfect condition, sometimes things happen on the way and we understand that. Please e-mail us at support@epilogue.co (attach clear photos of the condition our product arrived in) and we'll help you.
How can I change the delivery address?
If you'd like to change the delivery address, please contact us as soon as possible at support@epilogue.co with more details about the new address. Keep in mind that, if your package has already been picked up by the shipping company, we cannot change the shipping address. If delivery is unsuccessful, then you will have to wait for the package to be returned to our warehouse before being sent out again to your correct/full address. In this case, payment for a second delivery is required. Please be aware that tools such as PayPal Checkout that automatically fill out address fields may leave out important details such as the apartment number. It is the client's responsibility to check and make sure that every field is filled out correctly. You can also reach out to the carrier directly and request an address update, even after the package has been picked up - they might be able to help.
Ordering to an Army Post Office (APO) Box?
We've experienced some issues in the past with shipping to Army Post Office (APO) Boxes. Due to the specific requirements and restrictions of military mail systems, there were challenges in ensuring a timely and efficient delivery to these addresses. As such please keep in mind future problems may occur.
Ordering to an US Post Office (PO) Box?
2-Day shipping option cannot be provided to PO Box addresses. However, you can still choose this shipping type during checkout - your package will instead be sent with USPS Priority, the next best available option, with similar transit times.
Your tracking has not been updated?
Sometimes tracking codes provided by our shipping providers are not updated in a timely manner. This can lead to delays in reflecting the current status of a shipment, please keep this in mind that this issue normally is resolved automatically. Especially with international shipments, there may be a few days without updates when the package is crossing the border. Please keep an eye out, if there have been more than 20 days without updates, e-mail Support to let us know.
Can Support help me with filing a Lost Item Claim?
With the help of our logistics partner, we can file Lost Item Claims with the carriers, under a set of conditions. If your case does not respect these requirements, then the claim is automatically rejected and neither the carrier, the logistics partner nor Epilogue can offer any sort of refund.
- The claim must be filed between 25-45 days since the date of the last update on the tracking page. This means it is the client's responsibility to keep an eye on the package's tracking page and reach out to support@epilogue.co urgently if more than 20 days pass without updates, as the package is most likely lost in transit.
- For international transports, carriers automatically reject claims if the tracking indicates "Package arrived at international carrier” or any similar message confirming the package reached the Destination country. In this case, we suggest contacting the carrier directly to inquire about the package.
- In some cases, you can try filing a claim with the carrier directly - if they provide acknowledgment of the lost package, please forward it to our Support team and we will try and file a claim on our end as the Sender. This may or may not be enough to win the claim, but it's worth a shot.
- If the Lost Item Claim is not rejected but closed in our favour, that means we will be reimbursed the item price. As a result, we are able to offer clients a full refund for their order, including shipping fees and item price.
When is filing a Lost Item Claim automatically rejected?
If the carrier's requirements are not met, we will be refused the item reimbursement and cannot offer any sort of return, despite our goodwill. A claim is automatically rejected in the following cases:
- If a claim was filed less than 25 days or more than 45 days since the latest update on the tracking page.
- If an order has been marked as "Delivered" or has a final scan (unless there is carrier acknowledgment of lost item, which might provide a strong enough argument to win the claim despite this scan).
- If an order was Returned-to-Sender/Returned-to-Origin.
- If an order was shipped internationally and has arrived in its destination country.