Production time, carriers, what a delivery date means, and what happens when a parcel goes wrong.
Last updated September 15, 2026
This policy covers physical goods produced and shipped by EagleHQ — Brand Shop merchandise, decorated apparel, signage and anything else made to order. Software subscriptions are not shipped and are covered by our Terms of Service.
Production time and shipping time are two different clocks
Every order has two stages, and only the second one is the carrier's.
Production is the time it takes to make your goods. It starts when your artwork is approved — not when you place the order — and the estimate shown at checkout is in business days.
Transit is the time the carrier takes once the parcel leaves us. It starts when the tracking number is issued.
A delivery estimate is production plus transit. Approving artwork late moves both.
What holds an order up
Artwork that has not been approved. Nothing is produced against an unapproved proof.
Stock that runs out at the blank supplier after the order is placed. We will contact you with the options rather than substituting a product on our own.
Carriers, rates and tracking
We ship with national carriers and choose the service that matches the speed you selected. We do not guarantee a specific carrier.
Shipping is quoted at checkout from the weight, the size and the destination of the actual order.
Tracking is emailed as soon as the label is created. A label created is not a parcel collected; the first scan is the real start of transit.
Delivery estimates are estimates
Carrier transit times are the carrier's commitment, not ours, and weather, customs and carrier backlogs all move them. Where a carrier offers a guaranteed service and misses it, we will pass any refund of the shipping charge on to you. We cannot refund the goods for a late delivery.
Addresses
The address you enter is the address we ship to. Please check it before you pay.
We can change an address before the label is created. After that it is a carrier request, it usually carries a fee, and it can fail.
A parcel returned to us as undeliverable can be reshipped once you confirm a corrected address; reshipping is charged at cost.
Damaged, lost and missing parcels
Tell us within 14 days of the delivery date — or of the last tracking scan, if it never arrived — and we will put it right.
Damaged in transit: keep the packaging and send photographs of the box and the goods. We file the carrier claim, not you.
Lost in transit: we will open a trace with the carrier. Carriers will not declare a parcel lost until their own waiting period has passed, which is normally 7–21 days depending on the service.
Short shipped: a large order can ship in more than one box and the boxes can arrive on different days. Check the tracking for a second parcel before reporting a shortage.
A claim outside the 14 days may still be possible, but the carrier's own claim windows are shorter than ours and we cannot recover what they will no longer consider.
Returns on decorated goods
A decorated product is made to your order and cannot be resold, so it is not returnable for change of mind. Manufacturing faults, the wrong product and the wrong quantity are ours to fix — see Design Approval & Production Waiver for where that line sits, and our Refund & Cancellation Policy for everything else.
International shipping
Where we ship outside the country of production, duties, import taxes and customs brokerage are the recipient's responsibility and are not included in the shipping charge. A parcel refused at customs is treated as an undeliverable address.
Contact
Something wrong with a delivery? Email hello@eaglehq.us with the order number and we will pick it up from there.
