Shipping and Fulfillment Policy

Slug: /legal/shipping Version: 0.2.0 Status: OWNER APPROVED — 0.2.0 Proposed effective date: [PROPOSED EFFECTIVE DATE] Audience: Customers who place physical merchandise orders through the Eidolon Gaming Store.

Plain-language summary

This policy explains how physical merchandise moves from confirmed payment to production and shipment. Printful is the fulfillment provider, while Eidolon Gaming remains the seller identified in the Store Terms. Processing and delivery estimates are not fixed guarantees unless a checkout expressly says otherwise.

Table of contents

1. Scope

1. Fulfillment provider role

1. Made-to-order production

1. Processing and production estimates

1. Shipping methods and delivery estimates

1. Address accuracy

1. Address changes

1. Carrier delays

1. Tracking

1. Split shipments

1. Customs and import duties

1. Lost or non-delivered orders

1. Damaged packages

1. Fulfillment holds and exceptions

1. Cancellation before production

1. Cancellation after production begins

1. Support

1. Related documents

1. What changed / version notes

1. Scope

This policy applies to physical merchandise fulfilled for the Eidolon Gaming Store. It does not govern subscriptions, support contributions, or digital game participation. Store payment, fulfillment, shipment, cancellation, replacement, and refund states are separate and may resolve at different times.

2. Fulfillment provider role

Printful is used to fulfill configured physical merchandise. Printful can produce, pack, hand off, and ship merchandise according to the configured product and destination. Printful is fulfillment only; Stripe is the customer payment provider, and Printful is not presented as the seller or payment processor.

3. Made-to-order production

Some configured merchandise may be produced on demand after an order is accepted and payment is confirmed. Made-to-order production means there may be a production period before a carrier receives the package. The Store should show current product and delivery information appropriate to the actual configuration rather than rely on a permanent universal production promise.

4. Processing and production estimates

Processing and production times are estimates unless a specific order expressly includes a guarantee. Current provider conditions can vary by product type, facility, capacity, holidays, quality-control rework, or other operational conditions. A generalized estimate must not override a more specific estimate shown for the actual order.

5. Shipping methods and delivery estimates

Available shipping methods depend on destination, product, carrier, and provider configuration. Estimated delivery may include separate production and carrier-transit components. An estimated arrival date is an estimate, not a guaranteed delivery date, unless the checkout expressly identifies the service as guaranteed and states the applicable remedy.

6. Address accuracy

Customers are responsible for providing a complete and accurate delivery address. Before submitting the order, review unit numbers, postal codes, recipient names, and other required delivery information. If an incorrect address causes a return, re-shipment cost or other consequence may apply to the extent stated before the corrective transaction and permitted by law.

7. Address changes

An address-change request is not effective merely because it has been submitted. Whether an address can be changed depends on the order's production and shipment state. The configured cutoff/process is [ADDRESS CHANGE CUTOFF/PROCESS].

After a package is transferred to a carrier, Eidolon Gaming or Printful may be unable to redirect it. If a requested change cannot be made, Store/order support should explain the available next steps rather than represent that the address was changed.

8. Carrier delays

Carrier networks can be affected by weather, customs, congestion, labor disruptions, incorrect routing, local delivery limitations, or other events outside ordinary control. We will not promise a fixed arrival date unless the transaction expressly included a guarantee. Where applicable law provides a delivery deadline or cancellation right, that mandatory rule remains available.

9. Tracking

When tracking is available, order or shipment communications may provide a tracking number or status. Tracking events are supplied by fulfillment and carrier systems and can be delayed or incomplete. A “label created” event may precede carrier possession; a “delivered” event may still require investigation if the customer reasonably reports non-receipt.

10. Split shipments

An order containing multiple items may be fulfilled or shipped separately when products are produced at different facilities, become ready at different times, or require different shipping methods. Split shipment does not by itself mean an item was omitted. Where possible, order status should make separate packages understandable.

11. Customs and import duties

Cross-border orders can be subject to customs processing, import duties, brokerage charges, local taxes, or destination-specific restrictions. The customer-facing allocation rule is [CUSTOMS/IMPORT DUTIES RULE] and must match checkout disclosures before publication. We do not invent a universal rule because treatment depends on supported destination and configuration.

12. Lost or non-delivered orders

If a shipment appears lost, has no meaningful tracking progress, or has not arrived, contact [STORE/ORDER SUPPORT ROUTE]. The claim/review period is [CONFIGURED RETURN/CLAIM WINDOW] unless a longer mandatory right applies or the configured carrier/provider process requires a different period.

A lost-package review may include checking tracking, address details, carrier scans, delivery location, and provider records. An investigation request is not itself a completed refund. Approved monetary refunds are processed separately through Stripe.

13. Damaged packages

If the package or merchandise arrives damaged, preserve the item and packaging long enough to document the issue when reasonably possible, then contact [STORE/ORDER SUPPORT ROUTE] within [CONFIGURED RETURN/CLAIM WINDOW] or the longer period required by law. We may request clear photographs or other evidence reasonably related to the damage. Do not send unrelated sensitive information.

14. Fulfillment holds and exceptions

An order can be held for address problems, provider availability, quality review, payment inconsistency, security review, legal restrictions, or another fulfillment exception. Payment success alone does not prove that production has completed, and a production failure alone does not prove that a payment refund has completed. Those states must be reconciled separately.

15. Cancellation before production

A cancellation request made before production begins may be eligible to stop fulfillment under the configured operational process. The precise cutoff is [ADDRESS CHANGE CUTOFF/PROCESS] where the same production-state control is used, or another clearly disclosed order-cancellation control if configured. If fulfillment is successfully stopped and a refund is approved, the monetary refund is processed through Stripe.

16. Cancellation after production begins

Made-to-order production may make cancellation unavailable after a product enters production. If fulfillment cannot be stopped, the request is handled under the Returns, Refunds, and Cancellation Policy and any mandatory consumer rights. We do not represent that a Printful cancellation succeeded unless provider status confirms it.

17. Support

Store/order shipping help: [STORE/ORDER SUPPORT ROUTE]. Include the order identifier and a concise description of the issue. Do not send passwords, full payment-card data, access tokens, recovery codes, or government IDs unless a legally required process expressly requests information through a secure method.

Company-level Contact at /contact is not Store/order support. Player/account/gameplay support is /account/support.

18. Related documents

See the Store Terms of Sale, Returns/Refunds/Cancellation Policy, Privacy Policy, and Terms of Service.

19. What changed / version notes

Version 0.2.0 establishes Printful's fulfillment-only role, made-to-order treatment where applicable, estimated rather than guaranteed timing, address/tracking/split-shipment rules, distinct payment/fulfillment states, and placeholders for unresolved address-change, customs, claim-window, and Store-support configuration.