Shipping and returns.

Short version: shipping is free, most orders arrive in 8 to 15 business days, every order is tracked, and you have thirty days from delivery to send it back.

Where your order ships from

Orders ship from our fulfilment partner's warehouse. We do not hold stock ourselves. That is the main reason delivery takes longer than a next-day order, and we would rather say so on the product page than let you find out on day nine.

Processing

We pass your order to the warehouse straight away. The warehouse then takes 1 to 4 business days to pack it and hand it to the carrier.

Delivery time

Typically 5 to 11 business days after it leaves the warehouse, so 8 to 15 business days from order in total. In busy periods, or if a parcel sits in customs, it can stretch to 20 business days. Anything beyond that, treat it as late and email us.

Cost

Free, on every order, to every country we ship to. There is no express option — one shipping method, one price, no upsell at checkout.

Tracking

You get a tracking number by email when the parcel leaves the warehouse. It can take two or three days before the number starts showing movement, which is normal and is not a sign anything is wrong.

Customs and duties

Most orders at this value arrive without any charge. If your country does apply import duty or a handling fee, that charge is yours to pay — we have no way to see it or cover it in advance. We declare the parcel honestly and at the price you paid.

Late or missing parcels

If tracking has not moved for ten days, or it has been more than 20 business days since we processed your order, email us with your order number. We will either resend it or refund you in full. You choose which.

Returns: thirty days

You have thirty days from the day it arrives. Email hello@offscreen.store with your order number and we will reply with a return address and instructions.

We accept returns whether or not you have opened the box. We do not resell returned units, so you do not need to repack it perfectly — just get it back to us intact.

Return postage is yours unless the item arrived damaged or faulty.

Damaged or faulty on arrival

Send a photo rather than a parcel. If it arrived broken, does not charge, or does not switch on, we will replace it or refund you and you keep the faulty one. There is nothing for you to post.

Refunds

Refunds go back to the card or account you paid with, for the full amount you paid. We process them within two business days of the return arriving, or straight away in the case of a faulty unit. Your bank usually takes another five to ten days to show it.

Cancelling an order

If you email us before we pass it to the warehouse — usually within a few hours — we will cancel and refund it immediately. After that it has to travel out and back, and it falls under the ordinary return process.

How to start any of this

One address: hello@offscreen.store. Include your order number. You will get a real reply, usually within one business day.