Shipping policy
Shipping Policy
Imaginary Forest Multimedia Group LLC
Store Brand: Imaginary Forest Universe
Customer Support: officialimaginaryforest@gmail.com
Thank you for shopping with Imaginary Forest Multimedia Group LLC. Our Shopify store offers music, story, character, entertainment, and family-friendly merchandise connected to our creative universe, including merchandise that may be promoted through Spotify, music links, artist pages, soundtrack releases, and related digital platforms.
Our products are fulfilled through print-on-demand production partners, including Printify. This means many items are made only after a customer places an order. This allows us to offer original designs while reducing unnecessary inventory and waste.
This shipping policy explains what customers can expect, what our company is responsible for, and what customers are responsible for when placing an order.
1. How Our Fulfillment Process Works
Most products in our store are made-to-order.
When a customer places an order, the order is sent to our fulfillment partner for production. The item is then printed, packed, and shipped directly to the customer.
This process usually includes two separate stages:
Production Time: The time needed to print, prepare, and package the item.
Shipping Time: The time the carrier needs to deliver the item after it leaves the production facility.
Because each item is made after the order is placed, customers should understand that made-to-order merchandise does not usually ship the same day.
2. Estimated Production Time
Most orders are produced within 2–7 business days.
Business days are Monday through Friday and do not include weekends or holidays.
Production times may vary depending on:
Product type
Product availability
Order volume
Seasonal demand
Print provider workload
Carrier pickup schedules
Unexpected production delays
Apparel, hoodies, mugs, blankets, posters, wall art, stickers, accessories, and other merchandise may each have different production timelines.
3. Estimated Shipping Time
After production is complete and the order is handed to the shipping carrier, estimated delivery times are generally:
United States Orders: 2–8 business days after shipment
International Orders: 10–30 business days after shipment
These are estimated delivery windows, not guaranteed delivery dates.
Shipping may take longer because of carrier delays, severe weather, holidays, customs processing, local delivery issues, incorrect addresses, or high-volume seasons.
4. Our Role as the Store
Imaginary Forest Multimedia Group LLC is responsible for:
Providing original product designs and merchandise concepts
Connecting customer orders to our print-on-demand fulfillment system
Submitting paid customer orders to the production provider
Providing order confirmation when an order is placed
Providing shipping confirmation and tracking when available
Reviewing customer concerns involving damaged, defective, incorrect, or misprinted items
Communicating with the fulfillment provider when an eligible production issue is reported
Helping resolve legitimate order issues according to this policy
We are not the shipping carrier. Once an item is handed to the carrier, final delivery is handled by the shipping service assigned to the package.
5. The Customer’s Role
Customers are responsible for:
Entering the correct shipping name and address at checkout
Reviewing the order before submitting payment
Checking product sizes, colors, descriptions, and quantities before purchasing
Monitoring tracking updates after shipment
Contacting the carrier when a package is delayed, held, or marked delivered
Reporting damaged, defective, incorrect, or misprinted items within the required claim window
Providing clear photos and order details when reporting a product issue
Because our products are made-to-order, customers should carefully review all order details before completing a purchase.
6. Shipping Rates
Shipping rates are calculated at checkout based on the product type, quantity, shipping destination, and available shipping method.
Some products may ship separately if they are made by different print providers or shipped from different production facilities.
If an order ships in multiple packages, the customer may receive more than one tracking number.
7. Tracking Information
Once an order ships, the customer will receive tracking information when tracking is available.
Tracking updates may take up to 48 hours to appear after the package is handed to the carrier.
If tracking does not update right away, this does not always mean the package is lost. It may still be moving through the carrier’s system.
8. Incorrect or Incomplete Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address at checkout.
If a customer notices an address error after placing an order, they should contact us immediately at:
officialimaginaryforest@gmail.com
We will attempt to assist when possible. However, we cannot guarantee that an address can be changed after the order has entered production or shipment.
If an order is shipped to an incorrect or incomplete address provided by the customer, Imaginary Forest Multimedia Group LLC is not responsible for replacing or refunding the order.
If the package is returned to sender because of an incorrect address, refused delivery, or failed delivery attempt, the customer may be responsible for any additional reshipping costs.
9. Lost, Delayed, or Stolen Packages
Once an order has been handed to the shipping carrier, delivery is controlled by the carrier.
If a package is delayed, customers should continue checking the tracking information and contact the carrier for the most current delivery status.
If tracking shows that a package was delivered but the customer did not receive it, the customer should check:
Household members
Neighbors
Mailroom or front desk staff
Apartment office or building management
Porch, mailbox, lobby, or package locker
Local post office or delivery carrier
Imaginary Forest Multimedia Group LLC is not responsible for packages stolen after delivery or packages marked as delivered by the carrier.
However, customers may contact us at officialimaginaryforest@gmail.com, and we will review the situation to determine whether further assistance is possible.
10. Damaged, Defective, Misprinted, or Incorrect Items
If an item arrives damaged, defective, misprinted, or incorrect, the customer must contact us within 30 days of delivery.
The customer should email:
officialimaginaryforest@gmail.com
The message should include:
Order number
Customer name
Clear photo of the item
Clear photo of the issue
Clear photo of the packaging, if relevant
Brief explanation of the problem
Eligible issues may include:
Misprinted design
Wrong item received
Damaged product
Manufacturing defect
Print quality issue caused during production
If the issue is confirmed to be a production or fulfillment error, we will work with the fulfillment provider to request a replacement, reprint, or refund where appropriate.
11. Returns and Exchanges
Because our merchandise is custom-made and printed on demand, we generally do not accept returns or exchanges for:
Wrong size selected by the customer
Wrong color selected by the customer
Buyer’s remorse
Change of mind
Incorrect shipping address entered by the customer
Customer no longer wanting the item
Preference-based issues that are not production defects
Customers should review sizing charts, product descriptions, product colors, and order details before placing an order.
A replacement or refund may be considered only when the item is damaged, defective, misprinted, incorrect, or affected by a confirmed fulfillment error.
12. Sizing Responsibility
For apparel such as shirts, hoodies, sweatshirts, and other wearable merchandise, customers are responsible for reviewing the sizing information before ordering.
Different brands and product types may fit differently.
We do not replace or refund items because the wrong size was ordered unless the customer received a size different from what was listed on the order confirmation.
13. Color and Print Variation
Product colors may appear slightly different in person than they appear on a phone, tablet, or computer screen.
This can happen because of:
Screen brightness
Device color settings
Fabric type
Printing method
Product material
Lighting conditions
Small color differences are normal for print-on-demand products and are not considered defects unless the item is clearly misprinted or incorrect.
14. Multiple Shipments
Some orders may arrive in separate shipments.
This can happen when a customer orders different types of products, such as a hoodie, mug, poster, blanket, or sticker, and those items are produced by different facilities.
Receiving part of an order first does not always mean the rest of the order is missing. Additional tracking may be provided when the remaining item ships.
15. International Orders
International customers are responsible for any customs duties, import taxes, VAT, local delivery fees, or other charges required by their country.
These fees are not controlled by Imaginary Forest Multimedia Group LLC and are not included in our product prices unless clearly stated at checkout.
Customs processing may delay delivery. We are not responsible for delays caused by customs offices, import inspections, or local postal services.
16. Holiday and High-Volume Seasons
During holidays, promotional periods, new merch releases, music campaigns, Spotify-related promotions, and high-volume shopping seasons, production and shipping may take longer than usual.
Customers should order early if they need merchandise by a specific date.
We cannot guarantee delivery by birthdays, holidays, concerts, music releases, events, or special occasions unless a guaranteed delivery option is clearly offered at checkout.
17. Order Cancellations
Because orders may enter production quickly, cancellations are not guaranteed.
If a customer needs to cancel an order, they should contact us as soon as possible at:
officialimaginaryforest@gmail.com
If the order has already entered production, the order may no longer be eligible for cancellation.
18. Music and Spotify-Connected Merchandise
Some merchandise in our store may be connected to songs, albums, artist personas, story soundtracks, Spotify promotions, or entertainment projects created by Imaginary Forest Multimedia Group LLC.
Spotify may help customers discover the music or merch, but product production, shipping, customer service, and fulfillment support are handled through our Shopify store and fulfillment partners.
Spotify is not responsible for printing, shipping, replacing, or refunding physical merchandise purchased from our Shopify store.
19. Customer Support
For shipping questions, order issues, damaged items, defective products, misprints, or incorrect orders, contact:
Imaginary Forest Multimedia Group LLC
Email: officialimaginaryforest@gmail.com
Customers should include their order number and a clear explanation of the issue so we can review the order efficiently.
Simple Customer Summary
Our merch is made-to-order. Most items take 2–7 business days to produce before shipping. After shipment, U.S. delivery usually takes 2–8 business days, while international delivery may take 10–30 business days.
Customers are responsible for entering the correct address, choosing the correct size, and reviewing the order before purchase. Imaginary Forest Multimedia Group LLC is responsible for submitting orders to production, providing tracking when available, and helping resolve damaged, defective, incorrect, or misprinted items when reported within 30 days of delivery.
Because products are custom-made, we do not accept returns for wrong size, buyer’s remorse, change of mind, or incorrect customer-provided addresses.