Shipping & FAQ
Welcome to our Frequently Asked Questions section. We hope you find these FAQs helpful. If you don't find the answers to your questions listed below, please feel free to send us an email at support@mythicalwoods.com.
ORDERING
Q. HOW SECURE IS MY PERSONAL INFORMATION?
A. Mythical Woods uses industry-standard privacy and security protection. Our store runs on Shopify, all checkout pages are SSL-encrypted, and we never sell, lease, or otherwise distribute your personal information. Payment details are processed securely by our payment providers and are never stored by us.
Q. MY ORDER HAS BEEN SENT, WHY DON'T I SEE THE TRACKING INFORMATION?
A. Sometimes it takes up to 48 hours for tracking information to appear in the tracking system after an order ships. If your order has a tracking number but hasn't updated yet, rest assured you will be taken care of — just give it a day or two, and contact us if it still hasn't moved.
Q. DO I NEED TO HAVE AN ACCOUNT TO ORDER?
A. No, you can place an order as a guest. But there are some perks if you have an account with us:
- Quick checkout process.
- Easily view your order status and order history.
- Receive updates detailing our new releases and special promotions.
Q. WHAT IF I TYPED THE WRONG EMAIL ADDRESS?
A. Please contact us so we can change your email address. We can change your email address, name, and address, but we cannot change your order.
Q. ARE THERE ANY EXCHANGE RATES?
A. All of our transactions are based in United States Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate on the date your card issuer processes the transaction.
Q. WHAT PAYMENT METHODS DO YOU ACCEPT?
A. We accept all major credit cards (VISA, MasterCard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.
Q. HOW DO I CHANGE OR CANCEL MY ORDER?
A. We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after you receive an order confirmation or after your credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. Any cancellation made after an order has been placed will be subject to a $2.00 cancellation fee, regardless of how soon after placing the order the cancellation is requested, as our payment processor charges us fees on canceled transactions.
Please note that any orders that have already been packed or shipped cannot be canceled.
Q. HOW DO I SET MY SHIPPING ADDRESS?
A. Since our website and service are based on English, all the information that you type or enter is required to use English characters, including punctuation. If certain letters of your address contain non-English letters, you are advised to use the similar English ones instead.
Q. CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
A. Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly use your residential address rather than a vacation address, as we cannot predict how long your local customs department may hold a package.
Q. CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?
A. Promotion and discount codes cannot be used in conjunction with any other promotions and discounts unless stated otherwise.
Q. WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?
A. If something is missing from your order, please contact us immediately.
Q. I ORDERED 2+ ITEMS, BUT ONLY RECEIVED ONE... WHERE'S MY ORDER?
A. When you order multiple items at a time, they may be shipped separately so they get to you faster. Typically there is no cause for concern if you don't receive all of your items at once — rest assured, they are on the way.
SHIPPING & CUSTOMS
Q. WHEN WILL MY ORDER BE PROCESSED?
A. All of our creatures are made in advance and held in stock, ready to ship — so there's no made-to-order delay. Orders are processed within 1–2 business days from the order date and shipped out from our warehouse. We process orders between Monday and Friday and don't ship on weekends. Please allow extra time during holidays and peak sale seasons. If you haven't received a shipping notification email within 3 business days of completing your payment, please contact us.
Q. WHEN WILL MY ORDER ARRIVE?
A. After the 1–2 business day processing period, delivery time depends on your destination — most orders arrive within 1–2 weeks of shipping. Once your order has shipped, we'll email you your tracking information, which generally becomes available within 24–48 hours of shipment. Please note that delivery to Alaska, Hawaii, US territories, and remote areas may take longer than mainland timeframes — if you'd like a specific turnaround estimate for your location before ordering, just reach out to us at support@mythicalwoods.com. We are not responsible for delays caused by the customs department in your country.
Q. HOW DO I TRACK MY ORDER?
A. We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number 1–3 days after we have shipped your order.
Q. WILL I BE CHARGED CUSTOMS AND TAXES?
A. You may be liable to pay duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, as determined by your local customs office. Payment of these charges is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
Q. MY ORDER STILL HASN'T ARRIVED — I THINK IT IS LOST?
A. If you think your order has been delayed or lost in transit, please contact us and we will start an investigation with the courier.
Q. HOW DO I AVOID A FAILED DELIVERY ATTEMPT?
A. There are several reasons why an order might not be delivered successfully. The most common are: the address is incorrect or incomplete, the receiver is absent, or the courier could not access the delivery location. Please double-check the information and address you enter before ordering.
Q. WHAT IS THE NUMBER OF ATTEMPTED DELIVERIES?
A. There are usually up to three delivery attempts, but there are exceptions in certain countries where the driver makes only one delivery attempt.
Q. WHAT DO I DO IF A DELIVERY ATTEMPT FAILED?
A. Please contact support so we can assist you. Usually after one or two failed delivery attempts, the courier will not make further attempts. Extra charges can apply for requesting another delivery, and there is a specific deadline to meet and pay those charges. If these steps aren't completed, the order will be marked as "failed to be delivered" and will not be eligible for a refund. In countries like the USA and Canada, there may be no redelivery after the first failed attempt, and returned-to-sender parcels cannot be recalled to our warehouse and will be disposed of.
Q. DO YOU SHIP TO MILITARY BASES OR DIPLOMATIC ADDRESSES?
A. Due to security restrictions, most carriers cannot deliver packages directly to military bases. If you provide a military or diplomatic (embassy) address, there is a high likelihood your order will be returned to a nearby sorting facility or flagged as lost in transit, and Mythical Woods cannot be liable for these occurrences. If you're unsure whether we can reach your address, contact us before ordering and we'll do our best to advise.
Q. WHAT IF MY ORDER HAS ALREADY SHIPPED BUT I DID NOT NOTICE MY ADDRESS IS INCORRECT OR INCOMPLETE?
A. Once an order has been shipped, we are unable to modify the shipping address. If you realize your address is incorrect or incomplete after dispatch, it is likely the package will be returned to sender or flagged as undeliverable by the carrier. Mythical Woods cannot be held responsible for issues arising from incorrect or incomplete address information provided at the time of purchase. We recommend contacting the carrier directly with your tracking number to see if they can assist in redirecting your package.
RETURNS
Q. HOW DO I RETURN AN ITEM?
A. All returns must be made within 30 days of the order delivery. If you are not happy with your purchase and wish to return an item, please contact us at support@mythicalwoods.com with your order number and the reason for your return. Our customer service team will review the return request and send you instructions, including the correct return address. Please do not send a return to any address without contacting us first. For full details, including return shipping costs and our re-stocking fee, please see our Returns & Refunds Policy.
Q. WHAT IF THE ITEMS I RECEIVED ARE DEFECTIVE, INCORRECT, OR DAMAGED?
A. Firstly, please accept our sincerest apologies. Please contact us within 7 days of receiving your order if you received merchandise that is incorrect, damaged, or defective. Include your order number, photographs of the item(s), and all related references from your package. We will do our very best to correct your order as soon as possible.
Q. HOW LONG IS THE RETURNS PROCESS?
A. Processing returns may take up to 14 business days from the day we receive your return. A confirmation is sent when your return has been processed.
Q. WHEN WILL I RECEIVE MY REFUND?
A. All refunds will be credited to your original form of payment once your return is received and inspected. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5–10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, please contact your bank or credit card company — it may take some time before the refund is posted to your account.
GENERAL QUESTIONS
Q. WHERE ARE YOU BASED?
A. Mythical Woods is a US-registered company with collectors all over the world — in fact, the majority of our creatures find homes outside the US. To keep worldwide delivery efficient and fair for everyone, our creatures are produced and stored in international fulfilment centers and mainly shipped from our warehouse in China.
Q. I AM HAVING TROUBLE PLACING AN ORDER ONLINE — DO YOU TAKE PHONE ORDERS?
A. Unfortunately, we are unable to take orders over the phone. You can try placing your order on a different device or browser. If you are still experiencing problems, we are happy to assist with troubleshooting — just get in touch.
Q. I SENT YOU AN EMAIL — WHEN WILL YOU REPLY?
A. We make every effort to reply to emails within 24 hours on business days. Our office is closed on weekends, so we will get back to you on the next business day.