Frequently asked questions

Please read our FAQ before sending us a message.

What are your terms and conditions of sale?

Our full terms and conditions can be found here.

What is your return policy?

Our full returns policy can be found here.

Which payment methods are accepted?

We only accept PayPal as payment of your order.

What are the delivery charges for orders?

We deliver to most places in the world, and charge shipping at cost.

Delivery prices are additional to the Product’s price and will vary depending on the delivery location as well as the Products ordered, any additional charges may be added to the order for remote or difficult to access locations that require special attention.

Flat rate delivery charges are shown on our checkout page; however, we reserve the right to advise you of any additional delivery charges that apply to your specific delivery address.

Some Products are packaged and shipped separately resulting in differing delivery charges.

Our fulfilment partners will ship from the most logical, and local fulfilment centre to you.  They have centres in the EU and USA.  Orders consisting of multiple differing Products may ship from different locations.

How long will delivery take?

Flat rate delivery times are shown on the Site. It is only an average estimation, and some delivery can take longer, or alternatively be delivered much faster.

All delivery estimates given at the time of placing and confirming order are subject to change. In any case, we will do our best to contact you and advise you of all changes. We try our best to make Product delivery as simple as possible.

We cannot guarantee delivery dates and accept no responsibility, apart from advising you of any known delay, for Products that are delivered after the estimated delivery date.

You can track your order here.

What exactly happens after ordering?

On receipt of your order, we check and approve it, ensuring that payment has passed.  This is an automatic process in 99.9% of cases.  If any issue is encountered, you will be contacted by e-mail to resolve.

On receipt of a successful order and payment, your order is passed to one of our fulfilment partners who will begin the process of manufacturing the products just for you.

They will then handle shipment direct from one of their fulfilment facilities.

At all points in the order, and despatch process you will be kept informed by email.

On shipment, you will be sent a tracking number so that you can track your order to your doorstep.

Do I receive an invoice for my order?

You will receive a PDF invoice by email on despatch of your order.  You can also download a PDF invoice for each individual order, from the Orders section of “My Account.”

What if the product is damaged in the mail?

If something arrives damaged, submit a refund request by logging into your account, opening the order in question from “My Account” / “Orders” and clicking on the button to refund you order.  

Provide us with the details of the problem (we may ask you to send photos of damaged goods) and we’ll gladly send a replacement at no cost to you.

What if the order is lost in the mail?

For all packages lost in transit, all claims must be submitted no later than 3 weeks after the estimated delivery date.  Please submit the refund request from with the order, in “My Account” / “Orders”

But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming the shipping address was correct. We may also ask you to get in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but you think you haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.

You can track your order here.

What happens if a package isn't delivered, but the tracking states that it did?

Fantha Tracks will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.

In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it, Fantha Tracks would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to your address. 

In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the customer’s address. Customer’s should reach out to the courier and inquire if any additional details were left by the delivery person – e.g. “left under table on back porch.”

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 3 weeks after the product is received.

For packages lost in transit, all claims must be submitted no more than 3 weeks after the estimated delivery date. 

Please submit your refund request from within the order in “My Account” / “Orders.”

What if i change my mind and wish to cancel my order?

All orders are manufactured to order and so we do not refund orders for buyer’s remorse.

If you change your mind, and the order has been manufactured and shipped we will not accept cancellation and or the return of the Products.

If you should return the products as you no longer want them, the items will be donated to charity but you will not be refunded.

According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer’s specifications or clearly personalized, therefore Fantha Tracks reserves rights to refuse returns at its sole discretion.

What if i want to exchange a product for another size?

As each order is manufactured to order, and we do not carry any stock, we do not offer size exchanges.

We try to clearly state on each product their sizes and fits. 

According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer’s specifications or clearly personalized, therefore Fantha Tracks reserves rights to refuse returns at its sole discretion.

Where do i send my return?

We have fulfilment centres in the USA in Charlotte, NC and in the EU in Latvia.  

On acceptance of a request to make a return, we will instruct you of the full address to return the product to.