1. Where’s my order?
Your dark treasures are making their journey to you! As noted on your order status page, orders can take 3 to 15 business days to arrive. Most arrive toward the earlier end of that window, while others need a little more time, especially when travelling to remote locations.
Keep an eye on your tracking while your parcel makes its way through the world. If something goes astray or your order passes its delivery window, contact us with your order number so we can help bring your missing treasures home.
2. Only part of my order arrived. Where’s the rest?
Your treasures may be travelling along different paths! When you order multiple items, they may arrive in separate packages with different tracking numbers and delivery dates.
We ship this way to keep prices affordable and shipping free or nearly free on orders under $60. Check your order status page for each shipment, and allow the remaining parcels their full delivery window to arrive.
3. Where do you ship from?
We have several warehouses in the USA to provide faster shipping on some of our most popular dark and mystical finds!
We also ship directly from our manufacturers and suppliers across multiple overseas warehouses. This helps us keep international shipping costs low and bring our collection to alternative souls around the globe.
We pass those savings on to you through free or nearly free shipping. Depending on the items you choose, your order may ship from a U.S. warehouse, an overseas warehouse, or a combination of both.
4. What’s your return or refund policy?
If your item arrives damaged, an item is missing from your order after its designated delivery timeline, or you receive the wrong product, please contact us immediately via email. We can arrange for the correct item to be sent and provide a free return label if a return is needed within 30 days of the recorded delivery of your item.
If the original item is out of stock, we can offer a refund or a different replacement item of your choosing.
We aren’t responsible for mail that can't be delivered due to an incorrectly provided shipping address or mail that is stolen after its successful delivery. We ship to the exact address supplied at checkout and provide delivery confirmation, so please double-check your address and choose a secure and reliable delivery location.
5. What are your sizes like? Do they run small or large?
The perfect fit takes measurements, not divination! Every item is different, so consult the size chart on the individual product page before ordering.
As a general guide, we suggest considering one or two sizes up, but the product’s measurements should always guide your choice. Compare them with your own measurements rather than relying on the size label alone.
If a size chart is missing or you need a little guidance, reach out through our contact form before making your selection.
6. Can I cancel or change my order?
Had a change of heart after sealing the deal? Contact us immediately. Cancellations or changes are usually only possible within the first 1 to 2 hours, before your order has been processed or shipped.
We begin processing orders quickly at Arcane Trail to send your dark delights on their way. Once processing has begun, we cannot make changes.
Check your items, sizes, contact details and shipping address carefully before placing your order. A thoughtful choice is its own kind of magic.
7. Is your packaging discreet?
Yes! Your dark delights travel discreetly, with no company logos on the packaging. We also don’t include billing information when you’re sending items as a gift.
International parcels may require a description of the contents on their customs labels. The amount of detail varies according to the destination country’s import requirements.
8. Where’s my tracking number?
No crystal ball required. Your tracking information can be found on your order status page through the links in your order confirmation and shipping confirmation emails.
If you can’t find those emails, check the shadowy corners of your spam or junk folder.
If more than 10 days have passed since you placed your order and you still can’t find your tracking information, contact us with your order number.
9. Why isn’t my tracking number working?
Your parcel may still be beyond your local carrier’s view. International shipments may not appear in systems such as USPS, Canada Post or Royal Mail until the final part of their journey.
Use the tracking link on your order status page first. For parcels travelling through Cainiao, check Cainiao tracking while they’re still overseas.
If tracking still isn’t working, your parcel may have received a new tracking number that hasn’t appeared on your order page yet. Email us so we can check and update the details.
10. Why didn’t I receive an order confirmation email?
Your confirmation may be lurking somewhere unexpected! Order confirmation emails are sent automatically, so check your spam or junk folder first.
A typo in the email address entered at checkout can also prevent the message from reaching you. If you think that happened, contact us at info@arcanetrail.com with the name used on your order and the approximate purchase date.
We can correct your email address and resend the confirmation. An email typo alone doesn’t stop your order from being processed.
11. Why is my card being declined?
If checkout is giving you trouble, first check whether you’re using a prepaid Visa or Mastercard gift card, or a regular bank debit card.
We don’t accept prepaid Visa or Mastercard gift cards or regular bank debit cards directly. To use a debit card or gift card, link it to your PayPal account and select PayPal at checkout.
If you’re using a regular credit card, make sure you have enough available credit to cover the order. Allow for any currency conversion your card issuer may apply, as Arcane Trail’s checkout uses US dollars.
Also check that your card details and billing address match the information held by your card issuer. Your billing address can be different from your shipping address.
12. Why hasn’t my tracking updated recently?
Your parcel hasn’t necessarily vanished into the ether! Tracking can fall quiet while a shipment travels overseas, passes through customs and transfers into your local delivery network.
Not every stage produces a new scan, so there can be gaps between updates. The next scan may appear much closer to delivery.
Keep checking your tracking link, and contact us if your order passes its stated delivery window without arriving. We’ll help uncover what’s happening behind the silence.