Shipping policy

Order Types

We operate two fulfillment types:

1. Premade Items Orders are shipped within 2–3 business days. This allows time for order processing, quality checks, and packing before shipment. Please note that business days exclude weekends and public holidays. Tracking is provided once the order has shipped.

2. Pre-Order Items Orders are shipped within 3–5 weeks from the date of purchase. This timeframe accounts for manufacturing, quality control, and fulfillment preparation. Pre-order timelines are estimates and may vary slightly due to production factors. Tracking is provided once the order has shipped.

Shipping Times Shipping times vary depending on your destination and the carrier assigned to your order. Estimated delivery windows begin after your order has been shipped — not from the date of purchase. Yugenze is not responsible for delays that occur after an order has been handed off to the carrier.

Tracking All orders include tracking. You will receive your tracking number via email or SMS once your order has been dispatched. If you have not received tracking information within the expected processing window, please contact us and we will look into it.

Delays We are not responsible for delays caused by carriers, customs processing, weather conditions, natural disasters, or high shipping volumes during peak periods (e.g., holidays). Once an order has been handed to the carrier, delivery timelines are outside of our control. We recommend reaching out to the carrier directly for real-time updates on your shipment.

Duties & Customs International customers are responsible for any customs fees, import duties, or taxes required by their country upon delivery. These charges are determined by your local customs authority and are not included at checkout. Vorzen Studios has no control over these fees and cannot predict their amount. We are not responsible for delays caused by customs clearance, and we will not issue refunds for orders refused due to unpaid duties or taxes.

Incorrect Shipping Address It is the customer's responsibility to ensure that the shipping address provided at checkout is accurate and complete. Vorzen Studios is not responsible for orders that are delayed, lost, or undeliverable due to an incorrect or incomplete address entered by the customer. If you notice an error in your shipping address, please contact us immediately at [your email]. We will do our best to accommodate changes, but we cannot guarantee modifications once an order has been processed or shipped. Additional shipping fees may apply for re-shipment.

Lost or Stolen Packages Once a package is marked as delivered by the carrier, Vorzen Studios is not responsible for lost or stolen packages. If your tracking shows delivered but you have not received your order, we recommend checking with neighbours, building management, or your local post office, as packages are sometimes left in alternate locations. For packages confirmed lost in transit (not yet marked as delivered), please contact us so we can open an investigation with the carrier.