Shipping

What if I picked the wrong size or color, can I change it?

Once you place an order at pelicanstoneimage.com, there is a limited period of time before your order is fully processed that you will be able to cancel your order. Unfortunately, because of our automated process, any requests to change an order must be submitted before the item has entered production. From the moment the order has processed, you have until the next production upload to hold the order. Production uploads occur every hour, Monday through Friday. 

We can put an order on hold which prevents it from being ordered and put into production but you must contact customer service ASAP. Once the change is made, the order is taken off hold and put back into the system. If it is passed the production time and is already ‘Being Fulfilled’, it is too late to put it on hold. Once an order has entered production, it is going to be decorated and we are no longer able to edit the order. 

For assistance, please call a Customer Assistance representative at 501-658-6709.

When will my order arrive?

You can expect your items to arrive by the estimated delivery date, which is shown for each item during checkout. Once your order ships you will receive an email with tracking information. Your items may arrive sooner than the estimated delivery date. Please also note that the estimated delivery date is an estimate only and is not guaranteed.

On average, merchandise is produced and shipped from our facility 5-7 business days after purchase. Standard shipping/transit times apply (2-8 days for domestic and 6-15 days for international).

Delivery schedule dates are estimated. Actual delivery dates may vary depending on shipping locations.

How can I track my package?

When your order is placed, you will receive an automatic confirmation email. Your order will process, and when it's ready to leave our Distribution Center you will receive a second email with tracking information for your shipment. You can also track your order by logging into your account.

Do you ship outside the United States?

Pelican Stone Image T-Shirts & Designs is proud to service our International customers! The default pricing on our site is in USD, the conversion rate depends on your issuing credit card company used on the transaction. 

It usually takes 6-10 business days to arrive in your country however, in some instances, delivery may be delayed depending on your country's customs. 

Who pays the customs duties & taxes?

Pelican Stone Image T-Shirts & Designs is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery.

By which carrier will my order be shipped?

We use different carriers to get customers their orders as quickly and efficiently as possible. Once your order has shipped, you will receive an email with the name of the carrier and any tracking information.

Orders sent by 2-Business Day or Next Day shipping methods are delivered Monday through Friday from 8 AM through 4:30 PM.

Please note: Orders greater than 30 units are not eligible for expedited shipping (2-Business Day or Next Day delivery).

Do you refund shipping fees?

Shipping fees are non-refundable unless you have received a damaged item and would like to return it. 

I received a damaged item, what do I do? 

To report a damaged item, please use the following process before returning:

Should you receive a damaged item, please take a photo of the item which clearly displays the damage and email the photo to our Customer Care team (info@pelicanstoneimage.com) along with a description of the damaged item and your order number.

Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome. 

What if I have not received part or all of my order?

Sorry to hear you haven’t received a part of your order! If you are missing part of your order, please check:

  • Your dispatch email, if your order is going to be sent in multiple parts then your dispatch email will only include some of the items you ordered, you will then get another dispatch email. You will also receive multiple tracking numbers.
  • The receipt/invoice in the package, this will show the items you should have received in this parcel. If you have everything that is on the invoice the rest of your order will come separately.

If you are missing items from your order and your dispatch email and invoice show all items on your order, then please get in touch with our customer services team at 501-658-6709 or (info@pelicanstoneimage.com).  

Do you deliver to PO boxes?

We cannot make deliveries to PO Box addresses. Please use an alternative shipping address. 

Can you deliver to a different address other than my billing address?

Yes, you can have your parcel delivered to an alternative address; however, this needs to be done at the time of purchase. When filling out Billing address, you will have the option to enter a different shipping address. If this is a business address, always make sure you include the name of the company or organization in the address field as well as the contact name to ensure your parcel is successfully delivered. 

Do I need to sign for my parcel?

If you or a neighbor is home to accept the order, then a signature will be required. If nobody is home to receive the parcel, the shipping company will leave a card saying that they have attempted to deliver, and provide you with details on where the parcel has been delivered to. If there are no safe places or available neighbors, the courier will notify you and attempt re-deliver the next working day. Delivery will be re-attempted 3 times before being returned to the depot and returned back to our distribution center. If you wish to have the parcel redelivered, please contact our customer services team at 501-658-6709 or (info@pelicanstoneimage.com). 

I entered my email address incorrectly on my order, how can I get a status on my package?

Please contact our customer services team at 501-658-6709 or (info@pelicanstoneimage.com) and we will be happy to assist you!