Shipping policy
Acheron Supply works with a print-on-demand fulfilment partner to produce and ship our products. Most items are made specifically after an order is placed, so production time is added before the order is dispatched.
Order Processing
Most products enter production shortly after your order is confirmed.
Because our products are made on demand, orders are not always dispatched immediately after purchase. Production times can vary depending on the product, fulfilment location, availability and demand.
Estimated delivery information shown during checkout includes the shipping method available for your destination.
Shipping Rates
Shipping costs are calculated according to the product, destination and available fulfilment method.
The exact shipping charge will always be displayed at checkout before payment is completed.
For example, Acheron Supply currently offers shipping options for customers in markets including the:
- United Kingdom
- United States
- Canada
- Australia and New Zealand
- selected European countries
- other supported international destinations
Shipping rates may change from time to time as carrier and fulfilment costs change.
Any shipping price shown at checkout is the applicable price for that order.
United Kingdom Orders
UK customers will see the available UK delivery option and shipping price during checkout.
Orders may be fulfilled from a UK facility where the product and variant are available there.
United States Orders
US customers can select from the available US delivery options shown during checkout.
Where available, orders may be fulfilled from a United States or nearby fulfilment facility rather than being shipped from the United Kingdom.
This helps reduce unnecessary international shipping times and costs.
International Orders
We ship to supported international destinations where fulfilment and delivery are available.
International shipping rates and available destinations are displayed during checkout.
Some countries or regions may not currently be available for ordering even if shipping rates exist within our fulfilment system.
Production and Delivery Times
Delivery estimates consist of:
Production time + shipping time
Because products are made on demand, production must be completed before the parcel can be handed to the carrier.
The estimated delivery window shown during checkout is an estimate and is not a guaranteed delivery date.
Delivery may occasionally take longer because of:
- carrier delays
- customs processing
- severe weather
- high seasonal demand
- local postal disruption
- fulfilment delays
- incorrect or incomplete addresses
Tracking
Where tracking is available, tracking information will be sent after your order has been dispatched.
Please allow some time for tracking information to update after the shipping label has been created.
Multiple Packages
Products in the same order may occasionally be produced at different fulfilment locations.
This means an order may arrive in more than one parcel or on different days.
You will not be charged additional shipping after checkout simply because we need to split an order into multiple fulfilment shipments.
Customs, Duties and Import Taxes
International orders may be subject to customs duties, import taxes or other charges imposed by the destination country.
Where these charges are not collected during checkout, the customer may be responsible for paying them before or upon delivery.
Acheron Supply does not control customs processing times or charges imposed by local authorities.
Incorrect or Incomplete Addresses
Please check your shipping address carefully before submitting your order.
Customers are responsible for providing a complete and accurate delivery address.
If you notice an address error, contact us as soon as possible.
Once an order has entered production or been dispatched, we may not be able to change the delivery address.
If a parcel is returned because of an incorrect, incomplete or undeliverable address, additional shipping costs may apply before the order can be resent.
Unclaimed Packages
If a parcel is returned because it was not collected or accepted within the carrier's collection period, please contact us.
Additional shipping charges may be required to resend the order.
Lost Orders
If your estimated delivery window has passed and your order has not arrived, please:
- check the tracking information;
- check with household members or neighbours;
- check for attempted-delivery notices;
- contact the carrier where appropriate; and
- contact Acheron Supply if the parcel still cannot be located.
If an order is confirmed as lost in transit, we will work with our fulfilment provider and arrange an appropriate replacement or refund where applicable.
Damaged or Incorrect Orders
If your parcel arrives damaged, incorrect, defective or misprinted, please contact us as soon as possible with:
- your order number;
- a description of the problem; and
- clear photographs showing the issue.
Please refer to our Return & Refund Policy for further information.
Delivery Delays
While we aim to have orders delivered within the estimated timeframe, delays can occasionally occur outside our reasonable control.
We cannot guarantee exact delivery dates unless expressly stated otherwise.
If a significant delay occurs, contact us and we will help investigate the shipment.
Contact
For questions about shipping, tracking or an order, please contact Acheron Supply using the contact information provided on our website.