Shipping Policy

This Shipping Policy explains how Hidden Gems Escape Room Props handles order processing, production timelines, shipping estimates, delivery, damaged packages, and related shipping matters.

1. Order Processing

Orders are processed after payment has been received and the order information is complete. Processing time may vary depending on the product, order volume, availability of materials, and whether the item is ready-made, made-to-order, or custom-built.

If additional information is needed to complete an order, Hidden Gems Escape Room Props may contact the customer before production or shipment begins.

2. Ready-Made Products

Ready-made products are items that are already designed and available for standard sale through the catalog. These items typically ship faster than custom or made-to-order products.

Estimated processing and shipping times for ready-made products may be shown on the product page, during checkout, or in follow-up communication.

3. Made-to-Order and Custom Builds

Made-to-order products and custom builds may require design time, sourcing materials, coding, electronics work, 3D printing, fabrication, assembly, testing, and packaging before shipment.

Because custom projects vary in complexity, shipping timelines for custom builds are estimates only unless otherwise agreed in writing.

If a custom build requires customer approval, additional information, design confirmation, payment, or a deposit, the timeline may not begin until those items have been received.

4. Shipping Estimates

Any shipping or delivery date provided by Hidden Gems Escape Room Props is an estimate, not a guarantee, unless expressly stated otherwise in writing.

Shipping estimates may be affected by product availability, custom build complexity, material delays, carrier delays, weather, holidays, address issues, or other circumstances outside of our control.

5. Shipping Carriers

Orders may be shipped using carriers such as USPS, UPS, FedEx, or another appropriate shipping provider. The carrier used may depend on package size, weight, destination, cost, and service availability.

Once an order has been transferred to the shipping carrier, delivery timing and tracking updates are generally controlled by the carrier.

6. Shipping Costs

Shipping costs may be calculated at checkout, included in a custom project quote, invoiced separately, or communicated before shipment depending on the type of order.

Larger props, fragile items, custom builds, oversized packages, or multi-box shipments may require additional shipping charges.

7. Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address. Hidden Gems Escape Room Props is not responsible for delays, failed delivery, returned packages, or additional costs caused by incorrect or incomplete address information.

If an order is returned due to an incorrect address, refusal of delivery, or failure to pick up the package, the customer may be responsible for additional shipping costs to resend the order.

8. Tracking Information

When tracking is available, tracking information may be provided by email or through the customer’s account. Tracking updates may take time to appear after a shipping label has been created.

If tracking shows that a package was delivered but the customer cannot locate it, the customer should first check with household members, neighbors, property managers, mail rooms, and the shipping carrier.

9. Delays

Hidden Gems Escape Room Props makes reasonable efforts to ship orders within the stated or estimated timeframe. If shipment is delayed significantly, we may contact the customer with an updated estimate or available options.

If an order cannot be shipped within the stated timeframe, or within the timeframe required by applicable law when no timeframe was stated, the customer may be given the option to approve the delay or cancel the order for a refund of the unshipped merchandise, as applicable.

10. Lost Packages

If a package appears to be lost in transit, please contact Hidden Gems Escape Room Props so the shipment can be reviewed. Depending on the situation, we may ask the customer to also contact the shipping carrier or file a carrier claim.

Resolution for lost packages may depend on carrier investigation results, insurance coverage, tracking information, and the specific circumstances of the shipment.

11. Damaged Packages

If an item arrives damaged, contact Hidden Gems Escape Room Props as soon as possible. Please keep the original packaging, shipping materials, and damaged item until the issue is resolved.

Photos of the damaged package, shipping label, packaging materials, and product may be required to evaluate the issue or file a carrier claim.

12. International Shipping

Hidden Gems Escape Room Props currently ships within the United States only. International shipping is not currently available.

International shipping may be added in the future. If international shipping becomes available, customers outside the United States may be responsible for customs duties, import taxes, brokerage fees, tariffs, or other charges required by the destination country.

13. Local Pickup or Delivery

Local pickup and local delivery are not currently available.

These options may be added in the future. If local pickup or local delivery becomes available, availability may depend on location, schedule, product size, and project type.

14. Items That Require Special Handling

Some escape room props, electronics, fabricated items, fragile components, or oversized builds may require special packaging, additional insurance, freight shipping, or custom shipping arrangements.

If special shipping arrangements are needed, the customer may be contacted before shipment.

15. Contact About Shipping

Questions about shipping, tracking, damaged packages, or delivery issues may be sent through the Contact Us page or by email at:

support@hgescapeprops.com