FREQUENTLY ASKED QUESTIONS

Shipping Policies


Our standard handling times are 4-5 business days. We often get orders out first or second day, but if we have an influx of orders, it may take longer. The shipping time is not included in the handling times. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ COVID-19 SHIPPING DELAY Please be advised any orders shipped presently during the global pandemic are experiencing delays of up to 4 weeks on top of standard 2-3 week delivery timeframes. All deliveries currently are not guaranteed to arrive in a certain window due to borders being closed and essential shipments being handled before non-essential. --------------------------------------------------------------------------------------------- DOMESTIC SHIPPING (Australia) Please take note that the approximate shipping times and online tracking notifications are not always guaranteed. Depending on if your parcel is being held in customs, deliveries are delayed, holidays or unprecedented events are taking place - Prism + Fleur is not liable for the items once they leave the fulfilment warehouse. Prism + Fleur is not responsible for any damaged or lost parcels while en route to a destination. PLEASE BE ADVISED - Australia post small Packet does NOT include tracking. INTERNATIONAL SHIPPING: PLEASE BE ADVISED - Small Packet International (Air) does NOT include tracking. CUSTOMERS ARE RESPONSIBLE FOR ANY DUTY CHARGES OR HANDLING FEES (IF APPLICABLE) UPON PICKUP. THESE FEES ARE NOT INCLUDED IN THE COSTS OF SOLD ITEMS. All other shipping carriers may take longer and are subject to non-tracking. Please take note that the approximate shipping times and online tracking notifications are not always guaranteed. Depending on if your parcel is being held in customs, deliveries are delayed, holidays or unprecedented events are taking place - Prism + Fleur is not liable for the items once they leave the warehouse. Prism + Fleur is not responsible for any damaged or lost parcels while en route to any country outside of the warehouse location. While it most often takes 2-3 weeks for orders to arrive internationally, it can take longer depending on your country's mail system and how long it takes to get through customs. Unfortunately, we have no power in making this process go faster. We cannot contact international postal offices nor customs. Please email us directly if it has been longer than 4 weeks since it was shipped and we will make sure the issue is resolved. Insurance can be added at the customers request




Wholesale


Please fill in the contact form with your request including store location, product required as well as order qty and we will send you pricing. Note: Please consider the wholesale terms + conditions also listed in the FAQ




Wholesale Policies


MSRP Products or goods purchased from Prism + Fleur are reccommended to be sold at the manufacturer’s suggested retail price (MSRP). In the event the Wholesale Account chooses to place the products or goods for sale at a discount, the Wholesale Account shall not discount the products more than 15% below MSRP. Permission for special sale events beyond the 15% discount by the Wholesale Account must be requested in writing to Prism + FleurAccurate AF Tarot and will typically be granted on a semiannual basis. Wholesale Pricing All prices are listed in USD. All authorized retailers will receive % off the MSRP, plus the cost of shipping. Payments We accept payment for wholesale orders via credit card or bank transfer. Full payment of order is required before postage of order is completed. Resale Goods purchased at wholesale cost may only be resold via the purchasers registered retail website or physical retail store and not on 3rd party platforms such as Etsy or eBay. Delivery Window Please allow at least 10-14 days from the time of your order for completion of items. Larger orders may require more time; please contact us for information about availability. Shipping Shipping is not included in the cost of goods.




I messaged on social media about my order and have not had a response


The best way to contact us is through our email prism.fleur.studio@gmail.com Keeping up with direct messages on our social platforms is inefficient and time consuming. We are a small operation, it can take up to 48 hours for us to get back to you. If the issue is urgent (ie: changing an address, getting an order rushed, ordered wrong item) please put URGENT in the subject. Please do not message us on multiple platforms.




Return & Refund Policies


Returns for change of mind are not accepted. For returns due to manufacturer defects that are print run specific - you are entitled to have your product refunded upon returning the unaccceptable product to the warehouse at your expense. If you've received a damaged deck, please email us and we will do our best to help resolve the issue.




There is a card misprint or damage


Unfortunately this sometimes happens, when placing an order for a few thousand decks there is bound to be some imperfections, or a few millimetres of foiling misalignment to be taken into acount. Please be nice to us about this - we have zero control over this part and always do our best to rectify it. E-mail prism.fleur.studio@gmail.com to get this resolved and include images of the manufacturer defect.




Design + Manufacture


All products are concepted and designed in Australia. Prism + Fleur is partnered with an offshore manufacturing supplier in Shenzhen, this supplier sources materials to supply Prism + Fleur with finished product.




Currency


We use USD as our currency. Please refer to your bank statements for price in your local currency. Alternatively, check the currency converter app on the CART checkout page. Simply enter your total amount, pick your currency and let it calculate what the total is in your country.




Covid-19 Shipping Delays


EXPECT MAJOR SHIPPING DELAYS FOR INTERNATIONAL PARCELS DUE TO COVID-19 Under the current global pandemic we have to have some consideration for the postal system and the enormous delays that are out of any sellers control. Packages may take up to 4 weeks longer than normal (not including weekends or public holidays) to arrive because of the current delay and backlog in the postal system while they prioritise essential services. non essential packages such as tarot cards are NOT arriving within the normal timeframe of 3 weeks - please consider this before purchasing. if you have purchased a deck already and have waited 7 weeks (not including weekends or public holidays) since date of postage - and the deck has still not arrived, please contact us - if your package has not been delayed for this long, unfortunately we do not have the resources available to us to track your package any differently than you do - your tracking number would have been sent to you on the date of dispatch of your package. We know its hard to just 'wait' for something - Please understand that it’s difficult to give you any extra information than what your tracking numbers already provide - in the midst of all the flux currently, all we can do is assure you that the packages are shipped out as fast as possible from the warehosue and from there - we are in the same place as you, playing the waiting game!




My tracking number has not been updated with information


Most logistics companies have stopped scanning packages at every checkpoint along their journey to streamline the process and hopefully expedite shipping times for all customers. If you have ordered and your package hasn't had tracking info updated in a while - Please understand that it’s difficult to give you any extra information than what your tracking numbers already provide - shipping companies and postal services are updating tracking numbers as quickly as they can - be assured that they are doing their very best to get items delivered ASAP!! If your tracking number is "stuck" with 'delivered to airlines' or something similar, please don't panic. A lot of these orders wont have information added for 3-4 weeks until suddenly they're on the other side of the world being transferred to USPS or Canada post etc. and then they're delivered the next day. Americans: If your tracking number says "picked up by USPS" but has been saying that for a week or so - again, don't panic. USPS is having unholy delays right now, all international shipments are backed up, especially from china which is where these decks are currently shipped from (because Australia Post is even slower!!!!) USPS is taking around 14 days to process packages once they land in the country and then they send them out from usually CA or NY. your patience and understanding during this very strange time is very much appreciated




the Guidebook download is not working


Sometimes technology has a little trouble! if you have tried downloading and you're not having any luck - try these steps before reaching out to the team :) 1. Have you checked your junk folder in your email? 2. If you're trying to download on an iphone or android, this doesnt always work so well, especially on older operating systems or android devices, try on a tablet or computer instead! 3. Try a different email - sometimes gmail works better than yahoo etc etc etc - if one doesnt work, try a different one, it might do the trick! if all these steps are STILL not working, shoot us a message we will try our best to resolve for you!




I placed an order but I havent received a tracking number?


Currently the logistics company we use to ship orders is backlogged due to high demand on the system and having to observe and implement social distancing guidelines - they are understaffed and cannot operate at 100% There is a delay of up to 5 business days in receiving tracking information, we then have to enter this on our end that can add an extra day, everything is slow moving in the present climate - we are doing everything we can to keep operations running smoothly. Thank-you for your patience, your orders will be updated with tracking info as soon as possible :)




My tracking link is broken/not working/not loading


If your tracking number isn't working through there is a solution. Enter the tracking number attached to your order (usually tarts with an S) to this site www.stone3pl.com if the language is chinese, there is a button at the top right to change to english





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