Below are some of are common questions about our shop and products
Yes, our site and brand have undergone a few changes. Thank you for noticing!
Rest assured, we are still the same dedicated team working under the artistic direction of James R. Eads. You can bookmark our new domain, prismavisions.com, and add our new email, firstname.lastname@example.org to your address book to keep in touch with our mystical side.
If you are looking for limited edition prints and originals by James R. Eads you can find them at jamesreads.com where we will continue to release new prints and art.
While it is very uncommon, it has happened. Email us your order number so we can confirm the authenticity of your deck before sending out a replacement guide or card.
If you purchased your deck from another retailer, please reach out to them for assistance.
If your deck includes a QR code in place of a physical guide, you purchased a counterfeit. Counterfeits are increasingly common and negatively impact our, small artist-run business All of our decks include physical guides and you are welcome to support the work we do by purchasing the authentic version from us directly!
The longer you use something, the more likely you are to see some wear. Perhaps you lost a card while traveling through portals...whatever the case may be, send us your order number and/or name associated with your order so we can create a custom order for you. We charge $1 per card / $5 per guide plus shipping.
Below are some common questions about shipping
For U.S. visitors, please enter your address at checkout to preview the shipping options available to you.
For non-U.S. visitors please check that your country is selected from the dropdown menu in our footer. Having your country selected will ensure that the correct duties, insurance, and shipping options are applied to your order.
If you are not able to select a shipping option at checkout or feel that the shipping rates shown to you are inaccurate, please send us an email at email@example.com so we can check that all current shipping options are available.
Most orders ship within 2 business days with the exception of holidays and special release items such as Pre-Orders, Timed-Release Edition prints, and some New Limited Edition prints. Check the product descriptions of these product types for more accurate shipping timelines.
For domestic orders, we use USPS First Class Shipping, USPS Priority Mail and UPS Ground. Enter your address at checkout to view the shipping options available to you.
Once your package ships, it will typically get to you in 2-5 business days.
For non-U.S. orders, we use DHL Express. Please note that depending on your location, duties and taxes may or may not be included in your order total. If these fees are included in your total, it will be clearly stated at checkout. For orders that have duties and taxes pre-paid, no additional duties or taxes will be asked of you at the time of delivery.
Shipping to most non-U.S. locations takes 2-5 business days however, due to the ongoing pandemic, shipping timelines can fluctuate. Check here for current shipping timelines: https://www.simplydhl.com/covid-19updates
Something's not right!
Please get in touch with our team if your package does not appear to be moving for more than 20 days. All issues must be reported within 30 days of the ship date to be eligible for a replacement or refund. We apologize for this inconvenience.
Yes! Please select the local pick-up option at checkout. We will email you when your order is ready to be picked up.
Route Package Protection covers lost, stolen, and damaged items. We highly recommend purchasing Route Package Protection with your order so that any issues with your order can be resolved in a timely and cost-effective manner.
Review the policies to understand what lost, stolen, and damaged items Route will cover.
Note: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
When replacing an item, Route covers the subtotal of the order, the Route premium, shipping costs, and taxes. Route does not pay custom/duty fees.
For a detailed breakdown of Route's official insurance policy, please see https://route.com/insurance.
If you purchased Route Package Protection and you believe your order was lost, damaged or stolen, you can file a claim for a replacement or refund.
Enter your email and order number here: https://claims.route.com/
All issues must be reported within 60 days of the order date.
Ensure you report an issue within the respective deadlines:
Damaged: Within 15 days of when the package was marked delivered
Lost (domestic): Between 7* and 30 days from the last tracking update
Lost (international): Between 20* and 30 days from the last tracking update
Stolen: Between 5* and 15 days of when the package was marked delivered
*Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered.
Delays in transit are usually an internal issue within the local post office-- this could be due to a number of factors including, not enough equipment to transport mail, road closures, understaffed facilities, and mistakes while sorting mail. Most of the time, these sort themselves out, only rarely do domestic packages get lost in transit. Please be patient if delivery is taking longer than expected.
If you purchased Route Package Protection, please file a claim here no sooner than 7 days after the last tracking update for United States domestic shipments and within 30 days from the last checkpoint.
If you did not purchase Route Package Protection and it’s been over 21 business days of inactivity, please contact us and we’ll see how best to proceed. If it has been more than 30 days since the last tracking update, we will not be able to refund your order.
International orders: International orders can be unpredictable and there is little we can do to expedite the shipping process. Delays in transit could be caused by customs clearances and unpaid duties. If your order has not moved in more than 7 days, pleasecontact usfor assistance.
Returned packages:Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to us. If the package is returned to us because of an incorrect address or because it was never claimed, we will contact you. We will be able to ship it again at your expense.
When navigating our site from outside the U.S. please check that your country is selected from the dropdown menu in the bottom footer. This will ensure that all prices are converted to your currency. Unless your country is in the list below, duties and taxes will be included in your order total and paid for upfront. Having these fees pre-paid guarantees that no additional taxes and fees will be asked of you at the time of delivery.
Duties & Taxes are not included for the following countries:
Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to us. If the package is returned to us because of an incorrect address, if duties were unpaid or because it was never claimed, we will need to charge you for shipping it a second time.
For international shipments:
Please check that the shipping address you’ve used is verifiable by our shipping carrier and that the phone number is correct so that customs can contact you if there are fees that need to be paid.
If you purchased Route Package Protection and you believe your order was lost or stolen, you can file a claim for a replacement or refund.
Enter your email and order number here: https://claims.route.com/
Most of the time a package will be scanned as delivered when it is accidentally dropped off at a nearby neighbor. Please check with your neighbors and any other areas on your property where it might have been delivered by mistake. If after one week, the package is still nowhere to be found, email us at firstname.lastname@example.org and we will see what we can do.
RETURNS, REPLACEMENTS, AND CANCELLATIONS
Below are some common questions about returns, replacements and cancellations
Yes! If your item is undamaged and unopened and it has been no longer than 30 days since you received it, please ship it back to us for a refund. Once we receive the item and confirm that it is in the same condition it was sent, we will send you a refund for the cost of your items (shipping is non-refundable).
Please email us at email@example.com with your order number and we will get the process started for you
We try to ship out orders as quickly as possible so please let us know about your cancellation request ASAP. If your order has not been shipped by the time we receive your request, we will cancel it for you. Let us know by emailing us your order number at firstname.lastname@example.org
If you purchased Route Package Protection please file a claim as soon as possible. Photos of the damage may also be required so be sure to save the package and any other materials your order was shipped with. You can file your Route claim here.
If you did not purchase Route Package Protection please send us an email with photos of the damaged item and package at email@example.com and we will help you get it sorted out.
Please note, if it has been over 30 days since you received your item, we are not able to offer you a replacement or refund.
We’re so sorry if we accidentally shipped you the wrong order! Please reach out to us at firstname.lastname@example.org with the order number and a photo of the incorrect item you received.
It is possible it's in your shipment just packed away somewhere unexpected or we just simply forgot to include it. Either way, email us your order number at email@example.com and we will assist you.
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