Store Hours: Encephalon Shipping Department is open Monday through Friday, 9:30am-3:00pm Pacific Time. We are closed on US Holidays. All of our packages are shipped from the State of Washington, USA.
Contact Us: Product Questions Please allow approximately 2 business days for a response from our office.
Payments: We accept Visa, Master Card, Discover, American Express, and PayPal.
Encephalon ships worldwide via USPS Priority Mail and FedEx only. Real time quotes are calculated for you by these shipping carriers prior to completing your purchase. You will be prompted to enter your city or country and zip code, and a real time from a carrier will populate based on your delivery address and the size and weight of your order.
Customers ordering from outside of the US may be subject to duty, customs and or VAT fees. These fees vary between countries and are not governed, collected nor negotiated by Encephalon, LLC. Please be sure that you are familiar with your country’s fees or policies with regard to imports and exports, customs, duties, VAT, Taxes, etc., before placing your order.
Useful Import Country Customs Links:
Pitney Bows World Wide Import Duty and Tax Calculator
Canadian Duty Calculator
FedEx – Determine Duties and Taxes
Please note: Packages that are not picked up, or have been refused by you due to your country’s duties or customs fees, will not receive a shipping refund. It may take the shipping carrier up to two months to deliver your package back to Encephalon. Once we receive your package, we will inform you of your refund status.
Orders shipped by USPS are shipped Priority Mail with Tracking only. Shipping time in transit in the US is 2-3 days and does not included Sundays. Shipping time in transit outside the US is 6-10 days and does not include Sundays. Each foreign country’s Customs Office has the right to extend the amount of days to process their incoming packages, which can cause a delay in your delivery..
Products Purchased at Events: We are not able to give refunds on products we did not sell. If you would like to return or exchange a product purchased during an event you attended, you will need to contact the company directly that you purchased your event ticket and product from.
Downloads: Downloaded products are non-refundable.
Online Pay Per View Orders: Online video products are available for 30 days from your purchase date for you to view. Online videos are non-refundable if more than Part 1 has been viewed, or 15 days have passed since your purchase. If you feel you need more time to view your video, please contact us before your 30 days has expired. Once your 30 days has expired, we are unable to extend your viewing time.
Damaged Item: We inspect each item before shipping. If you received your order damaged, please contact us within 7 days of delivery receipt to file a claim and to receive a replacement item. After 7 days of delivery, a damaged shipping claim cannot be made.
Wrong Item Received: If you received an incorrect item or incomplete order, our sincere apologies. Every order is important to us, so please contact us immediately for a return shipping label and we will then ship your originally ordered item out right away.
To contact us regarding damaged or incorrect orders, please reply using your Invoice email or contact us at: Product Questions
Website Store Purchases: If you are unsatisfied for any reason with your physical product purchase, please contact us within 15 days of your delivery to return or exchange any item. Returned items must be in their original packaging with cellophane and in new and unworn condition, or a 15% restocking fee will apply. The purchase price minus shipping and handling will be refunded by the original method of payment used.
Refunds will be issued in the same manner in which the item or items were paid for and can take up to 5 business days to appear on your statement depending on the banking institution. You will receive by email a Credit Memo from our store once your refund has been processed.
A Return Merchandise Authorize Number (RMA) is required for returns. Please follow the process listed below: