Shipping policy

This Shipping Policy explains how Phantom Labs processes, packs, and ships orders placed through our website, Etsy shop, or a written custom quote. It works together with our Terms of Service. Marketplace platform rules (for example Etsy) also apply to orders placed on those platforms.

1. Where We Ship From
Orders ship from the Tampa Bay area, Florida, United States. We ship within the U.S. and, when listed at checkout, to selected international destinations. We do not offer local pickup unless we confirm it in writing for a specific order.

2. Processing Time vs. Transit Time
Two clocks are running on every order:
• Processing time is how long we take to print, finish, quality-check, and pack. Most made-to- order items need several business days. Custom or multi-color work can take longer. The estimate shown on the listing or quote is our target, not a guaranteed ship-by date.
• Transit time starts after the carrier scans the package. USPS, UPS, and other carriers publish their own delivery windows. Weekends, holidays, weather, and peak seasons can add days.

“Business days” means Monday through Friday, excluding U.S. federal holidays. An order placed Friday evening or on a weekend is treated as received the next business day.

We will message you if a delay is likely to push an order well past the listed processing window.

3. Made-to-Order and Custom Work
Almost everything we sell is printed after you order. Production does not start until payment clears and we have any files, color choices, or approvals the job needs.

If you change the address, design, or quantity after checkout, tell us immediately. If printing has not started, we will usually update the order. If it has started, we may not be able to change it, and a new order or added fee may apply.

4. Shipping Methods and Rates
On our website, standard shipping is free on all items. Postage is built into the product price, so you are not charged a separate shipping line at checkout.

Unless a listing or checkout screen says otherwise, we ship with USPS Ground Advantage (or the current USPS ground equivalent). That is the method we use for nearly every order.

What free standard shipping includes:
• A trackable USPS ground label from Florida to a deliverable U.S. address;
• Packaging appropriate to the item;
• The processing time listed on the product or quote, then USPS ground transit.
What it does not include unless we offer it at checkout:
• Guaranteed overnight or 1–2 day express;
• Signature confirmation or extra insurance above the carrier default;
• A different carrier when USPS can deliver the package.

If an item is unusually large, heavy, or fragile and USPS ground is not practical, we will message you before we print or ship and agree on a method. We will not add a surprise shipping charge after checkout for a normal-sized catalog item.

Etsy or other marketplace listings may still show a shipping line if the platform requires it. On our own site, treat standard shipping as included.

If we later add a paid upgrade (Priority Mail, express, or signature), that upgrade will appear as an optional choice at checkout. That is the only time you should see a shipping charge on the website.

5. Combined Orders
If you place more than one order close together, message us before the first one ships. We will combine packages when it is practical and does not delay a time-sensitive item. Because standard shipping is already included in the price, combining orders does not create a postage refund.

6. Packaging
Items are packed to survive normal carrier handling: wrapped or bagged prints, filler, and a sturdy mailer or box sized to the order. Delicate pieces (thin trophies, sharp details, multi-part sets) get extra protection.

We do not ship items loose in an envelope. If a listing photo shows a display stand, card, or extra that is marked “photo only” or “not included,” it will not be in the box unless the listing says otherwise.

7. Tracking
A tracking number is added to your order or marketplace message when the label is created. Tracking can take several hours to update after the first scan. “Label created” is not the same as “accepted by the carrier.”
Please use the tracking link before opening a “where is my order” conversation. If tracking stalls for more than seven calendar days after the last scan, contact us and we will help file a carrier inquiry.

8. Delivery Address
You are responsible for a complete, deliverable address at checkout — including apartment or suite number, gate codes if the carrier requires them, and the correct ZIP or postal code.

• We ship to the address on the paid order. We cannot redirect a package already in transit except through the carrier’s own paid redirect tools, if they offer them.

• P.O. Boxes are accepted for USPS shipments only. UPS and similar carriers generally cannot deliver to a P.O. Box.

• If you need the package held at a post office or shipped to a workplace, enter that address at checkout.

Packages returned to us as undeliverable, refused, or “addressee unknown” may be reshipped after you pay the new postage, or treated as complete if we cannot reach you after a reasonable attempt.

9. Signature, Safe Drop, and Theft
Most small orders are left at the address according to the carrier’s standard delivery rules. Signature confirmation is available when offered at checkout or if we decide a high-value order needs it.

Once tracking shows delivered, the carrier’s scan is evidence of delivery. Porch theft, a neighbor taking the box, or a building mailroom mix-up after a “delivered” scan is not something we can control. We can share tracking details for a police or building report. Replacement of a delivered package is not guaranteed; we will discuss options if the situation is unusual.

10. Lost or Damaged in Transit
If tracking never shows delivery and the carrier later marks the package lost, contact us. We will file a claim when the service we used allows it and then reprint or refund the lost items, at our option.
If the box arrives crushed or the print is broken, photograph the outer packaging, the inside packing, and the damaged piece before discarding anything. Contact us within 7 days of delivery. We will reprint, repair, or refund the damaged piece when the damage is from shipping or our packing — not from normal layer lines or a design that was already flagged as fragile.

11. International Orders
When we accept an international order:
• You are the importer of record. Customs duties, taxes, brokerage fees, and delays are your responsibility and are not included in our shipping charge unless checkout says otherwise.
• We declare the contents honestly on the customs form (description, quantity, and value of the goods). We do not mark commercial orders as “gifts” to reduce duties.
• Some countries restrict certain plastics, batteries, or printed goods. If customs seizes or returns a package because of a local rule, we are not responsible for the loss beyond helping you understand the tracking.
• Transit times are estimates. International mail can sit in customs for days or weeks.

If a package is returned to us from overseas, reshipment is at your expense and may not be possible to that same address.

12. Puerto Rico, Alaska, Hawaii, and U.S. Territories
We treat Puerto Rico and other U.S. territories as domestic when the carrier does. Delivery can still take longer than the continental U.S., and some expedited options are limited. Checkout will show what is available for that ZIP code.

13. Delays We Cannot Control
Carrier failures, severe weather, natural disasters, peak holiday volume, platform outages, equipment breakdown, and supply shortages can slow processing or transit. We will communicate when we know a delay is material. Those events do not automatically create a right to expedited reshipment at our cost, but we will work with you on a reprint, partial refund, or revised timeline for anything we have not yet shipped.

14. Cancellations Tied to Shipping
If you cancel before we print and pack, we refund according to the Terms of Service and any marketplace rules. After a label is created or the carrier has the package, cancellation usually is not possible. You would use the carrier’s intercept or return tools if they exist, and original postage is typically not refundable.

15. Returns for Shipping Issues
Do not send an item back without a return authorization from us. Unsolicited returns may not be refunded. Authorized return shipping for a defect or our packing error is on us; return shipping because of a wrong address you entered, or a change of mind on a custom print, is on you unless the Terms of Service or the marketplace require otherwise.

16. Questions
Include your order number, the shipping name on the order, and a screenshot of tracking if you write about a package. Contact Phantom Labs through the shop or website used for the purchase (phntmlabs3d.com or the marketplace listing).

— End of Shipping Policy —