Shipping Policy
Where do you ship to?
We will ship anywhere reachable by Canada Post (see here for current service disruptions) with the following exceptions:
- Germany
- Russia
- Belarus
Please note for UK residents, we require you to make your purchase through our Etsy shop.
Do you cover VAT or other import fees?
The team behind The LostDex zine is not responsible for any additional fees that may occur due to import, customs, taxes, or mailing services. All additional fees are the responsibility of the customer. Orders returned to us or destroyed due to the customer failing to pay these fees will not be refunded.
When will the bundles ship?
Currently, bundles are scheduled to ship early 2024 (Jan/Feb). Digital items will be distributed at the same time. Customers will receive an email once their bundle has shipped, along with a tracking number if applicable.
If any delays occur, updates will be posted on our social media/emailed to all customers depending on severity.
I bought a digital-only bundle, but haven't received anything. When will digital items be distributed?
Digital items will be distributed once all bundles are shipped (early 2024 in Jan/Feb)
How long will it take to arrive?
From the date the parcel is shipped, the expected arrival dates will depend on the country the package is being sent to. Once shipped, most parcels should arrive within the following timeline (according to Canada Post):
- Canada: 1-2 weeks
- United States: 1-4 weeks
- International: 4-12 weeks
Most international parcels should arrive within 4 weeks, but some countries may experience significant delays that are outside of our control.
I'm moving soon, but still want to order! How can I update my address?
Please email us with your order number and name, along with your new address as soon as you know. Any address changes after we have sent the parcel will not be possible.
If your new address is in a new country, there may be an additional shipping fee.
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Refund & Replacement Policy
Once the pre-order period has closed, all sales will be FINAL.
Refund requests after this date will not be honoured.
We will replace/refund orders in the event of the following:
- Your parcel did not arrive due to an error on our part (ex: Incorrect address compared to the one you supplied upon purchase)
- Your parcel is missing items that were included in the bundle(s) you purchased
In the event your parcel arrives damaged due to transit, please either make your courier acknowledge the damage upon pick-up or video tape yourself opening it. We may be able to refund damaged items, but only with proof we can show to the courier for insurance purposes.
We will NOT replace/refund orders in the event of the following:
- Your parcel did not arrive due to you providing an incorrect address/not requesting an address change before shipping
- Your parcel is returned/destroyed due to you failing to pay customs/taxes/import fees
- Your items are damaged without video proof of them being damaged before you opened the parcel (a photo of the item on its own is not sufficient proof, please record yourself opening your parcel if it has obvious transit damage)