[Last Update: 12/03/2020] Our warehouse team has been working diligently to ensure your orders continue to ship as usual. However, given our current circumstances of COVID-19, it may take additional time to process and ship your orders (see FAQs below). Thank you for your understanding and don't worry - we will always ensure you receive your order. We hope you stay safe and continue collecting! 

- The Eaglemoss Team

How long will processing my order take?

New orders (excluding pre-orders) are sent to our warehouse for processing on the next business day (if your order is placed before 2 AM EST, it may start processing the same day).

Our typical processing time is approximately 2 business days, though we are currently experiencing some moderate delays due to COVID-19 regulations. Your shipments may take a few additional business days to process at the moment. We are working as quickly as possible to send all shipments, but the safety of our team is very important to us.

When should I receive my intro shipment?

Orders placed through December 6th are expected to be delivered by December 25th, bearing uncontrollable delays by USPS due to holiday mail volume. Subscriptions make amazing gifts that will remind recipients of your thoughtfulness year-round!

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How will my shipment be sent?

After processing, your shipment will be shipped first via a freight carrier called Pitney-Bowes (also known as Newgistics), towards your regional USPS distribution center. The final delivery will be done by your local USPS office.

How can I track my shipment?

Once your shipment leaves our warehouse, you will receive an email confirming your order has been shipped. This email will include a tracking link. Once the USPS tracking is available it will also be listed on your tracking page. The tracking information on the page powered by Pitney-Bowes will continue being updated until final delivery.

(12/03/2020) USPS is currently experiencing delays scanning shipments in when received by Newgistics. During that time, you may see that the shipment has been handed off to USPS but USPS is not yet providing updates.

Are the carriers delayed?

Unfortunately, due to the ongoing developments with COVID-19 and higher holiday volumes than most years, both the freight carrier and USPS are experiencing delays with delivery times and updating tracking information. We anticipate some boxes being delayed by 1-2 weeks at this time. We apologize for the inconvenience.

My tracking page is only showing “We’re working on your order”. Has my shipment really been shipped?

The tracking link is only sent to you when the shipment is confirmed as having left our warehouse. Until updates are available from the carrier, the tracking page will still display the message “We’re working on your order”.

Because of the volume of shipments using the tracking system, there may be times where the page temporarily reverts back to this message. If that happens, don’t worry, your shipment is still progressing as normal – just make sure to check again later.

I sent an email and I have not gotten a response yet.

Our customer service team is currently receiving a high volume of emails and our response time is unfortunately impacted as a result. If you need to get in touch with us right away, please contact 1-800-261-6898. Our phone lines are operating 24/7.

I need to pause/cancel my subscription, skip an item, delay a shipment or update my address.

For any time-sensitive requests, please contact us by phone at 1-800-261-6898 (24/7) to make sure there is no delay. Email requests will only take effect on your account when we are able to process your email.

I need to update my credit card information.

Updating a credit card can only be done by phone. Please call us at 1-800-261-6898 (24/7).

When will I be charged?

The charge for the introductory shipment will be pre-authorized when you place your order and the final charge will be processed when the shipment is picked up from our warehouse by the carrier.

Subscription shipments are pre-authorized when they are sent to the warehouse for processing and the final charge is processed when the shipment is picked up from our warehouse by the carrier.

On subscription pre-orders, the final charge for your introductory offer is processed at the time of order.

I changed by mind I would like to cancel my order/shipment.

Your order can be canceled until it is sent to the warehouse for processing. Once an order has begun processing, it cannot be canceled. We apologize for the inconvenience. If you would like to cancel future shipments on your subscription or cancel a new order before it is processed, please give us a call at 1-800-261-6898 (24/7).

I placed an order a little while ago and I have not received it or received tracking information.

We’re here to help! You can call our customer service center at 1-800-261-6898 (24/7) or email us at [email protected] to check on your order.