Shipping policy
1. Order Processing and Shipping
Business Days: All orders are processed and shipped on business days, Monday through Friday, excluding major holidays.
Shipping Origin: All physical orders are processed and shipped from our facilities or fulfillment center in Los Angeles, California, USA.
Estimated Timelines: Although we may provide delivery or shipment time frames or dates, you understand that those are our good-faith estimates and may be subject to change. We will not be liable for any loss, damage, cost, or expense related to any delay in shipment or delivery.
2. Customer Responsibility and Shipping Information
Accurate Information: You must provide us with accurate and complete shipping information so that we can deliver the Products to your address.
Invalid Addresses: If you provide an invalid shipping address, you are solely responsible for any resulting loss, theft, or damage to the item.
3. Product Inspection and Acceptance
Inspection: Before you accept or begin using the Products, you are required to inspect them for any damages.
Acceptance: Your continued use of the Products signifies your full satisfaction with their condition.
Prior Damage Claims: No claims for prior damage will be accepted unless acknowledged by FTW.
4. Shipping Destinations and Restrictions
We ship worldwide. However, due to international regulations, high-risk factors, or carrier limitations, we currently do not ship to Russia, Belarus, North Korea, Iran, and certain other conflict zones.
International Taxes: For orders shipped outside the United States, customers are the importer of record and are responsible for all applicable customs duties, taxes (VAT/GST), and fees.
Customs Inspections and Confiscations: Please note that international shipments may be subject to opening and inspection by customs authorities in the destination country. FTW shall not be liable or responsible for any delays, opening of packages, damages to the products, or confiscation/destruction of items resulting from such customs inspections or actions. Products damaged, delayed, or confiscated by customs authorities are strictly not eligible for returns, replacements, or refunds under our Refund Policy.
We shall not be liable or responsible for any delivery services provided by the third-party couriers such as UPS, which we engage from time to time to facilitate delivery of our Products, or any errors or misrepresentations made by such couriers.
5. Order Cancellation and Modification
Restrictions: All orders are final once placed. Orders cannot be canceled for customer convenience (including change of mind or duplicate purchases made in error), regardless of whether the items are in-stock, pre-order, or made-to-order items. Changes to items, quantities, or variants cannot be made once an order is placed.
Address Corrections: Corrections to the shipping address may be requested via our Contact Form or by email at store@ftw-ent.com before the order has entered the fulfillment process. Once the order has entered the fulfillment process, no changes can be made.
Exceptions: FTW may, at its sole discretion, accept a cancellation request in exceptional circumstances. Any such exception does not waive or modify this policy for other orders.
Cancellation by FTW: FTW reserves the right to cancel any order, in whole or in part, in cases including but not limited to stock unavailability, production issues, pricing or listing errors, or suspected fraudulent activity. In such cases, a full refund will be issued to the original payment method.
Fees: If a cancellation is approved as an exception, payment processing fees may be deducted from the refund.
6. Digital Content
Digital products (e.g., voice packs) do not involve physical shipping. These will be delivered electronically via email or account download immediately after your transaction is confirmed.
7. Lost or Delayed Shipments
If a shipment is confirmed lost by the carrier (typically after fifteen (15) to twenty (20) days of no movement for U.S. domestic shipments, or thirty (30) to forty-five (45) days of no movement for international shipments), we will offer either a replacement shipment or a full refund. If a replacement is unavailable (e.g., for limited-edition items), a refund will be issued.
