Shipping policy
This policy explains how your order is made, when it ships, what delivery costs, and who is responsible if something goes wrong in transit. Nothing here limits rights you have by law.
How your order is made
Everything we sell is printed to order. Nothing sits in a warehouse waiting. That means there is a production step before your parcel is handed to a carrier, and it is the main reason our delivery times are longer than a stock-holding retailer's.
Production takes 2–7 business days from the moment your order is accepted. Most orders are ready towards the shorter end of that range. Busy periods, and orders with several different items in them, push towards the longer end.
Delivery times
The estimates below are the time after production, once the parcel is with the carrier. Add production time to get the full picture.
- European Union: 4–8 business days
- United States: 6–12 business days
- Rest of the world: 10–20 business days
These are estimates, not guarantees. Carriers, customs, weather, and strikes are outside our control. If your order is significantly late we will chase it with the carrier and keep you updated — email info@thetokenclub.co with your order number.
If an order contains more than one item, it may arrive in more than one parcel, at no extra cost to you.
Delivery costs
Delivery is calculated at checkout based on where you are and what you have ordered. You will see the exact amount, in full, before you pay. We do not add handling fees after the fact.
Import duties and taxes
Where an order crosses a customs border, the destination country may charge import duty, VAT, or a customs handling fee. These charges are set by that country's authorities, are not included in the price you pay us, and are the recipient's responsibility.
Low-value import exemptions have been reduced or removed in a number of countries in recent years, including the United States, so please do not assume a small order will arrive charge-free. If you refuse a parcel because of an unexpected customs charge and it is returned to us, we will refund the price of the goods but not the outbound delivery cost or any charges the carrier passes on to us.
Addresses
Please check your delivery address carefully before you pay. Once an order goes into production we cannot change it. If a parcel is undeliverable because the address was wrong or incomplete, and it comes back to us, we will refund the goods but not the delivery cost. If it does not come back to us, we cannot replace it free of charge.
Lost, damaged, and undelivered parcels
If your parcel is confirmed lost by the carrier, or arrives damaged, we will replace it or refund it — your choice — at no cost to you. Tell us within 30 days of the expected delivery date and send a photo if there is visible damage.
Where a carrier's tracking shows a parcel as delivered but you have not received it, contact us and we will open an investigation with the carrier. We will not leave you without a resolution, but we may need to wait for the carrier's findings first.
Risk and ownership
The goods are our responsibility until they are delivered to you or to someone you have nominated to receive them. Ownership passes to you once we have received payment in full.
Cancelling and returning
If your order has not yet gone into production you can cancel it outright from your account and pay nothing. Once it arrives, you have a 14-day right to change your mind. Full details, including who pays return postage, are in our Refund policy.
Contact
The Token Club is a trading name of DEFINED AGENCY LTD, a private limited company registered in England and Wales under number 15621251, at 128 City Road, London EC1V 2NX, United Kingdom. Email info@thetokenclub.co. We answer within two working days.