Terms of Service with a Refund Policy
Physical products only
Ordering
What do your order statuses mean?
Open means that your order has been received.
In production means that your order has been allocated to a lab and is in the process of being worked on.
Shipped means that the order has been printed and shipped.
What if I want to cancel an order?
Before an order is in production it can be cancelled and refunded if you contact The Stories’ Eater within 12h from placing the order. Once an order has been submitted to production an order can still be cancelled, but Prodigi will only provide a refund for unused shipping.
Payments and pricing
Is it possible to get a discount if placing a high volume of orders?
Yes. Depending on the products you’re ordering and the order volume, we may be able to offer discounts (possibly several dozens of items). To see if you qualify, please contact The Stories’ Eater who will contact Prodigi on the matter.
How long does it take for payments and refunds to be processed through PayPal?
Payments and refunds made through PayPal are usually processed instantly. However, refunds can take longer to process back to the original bank account.
Printing
What is print on demand?
Print on demand is a fulfilment method for printing products on a per-order basis so print on demand products are only produced once they have been purchased by the end customer.
When a customer purchases a product from The Stories’ Eater site, the order is sent directly to a fulfilment partner who manages the entire supply chain from fulfilment to white-label delivery.
Shipping
Where are your printing partners based?
Prodigi’s hybrid fulfilment model combines in-house production with outsourced manufacturing. In addition to Prodigi’s production facilities in the USA, UK and mainland Europe, they also work with more than 50 manufacturing partners in over 10 countries.
Where can you ship to?
Anywhere in the world! Prodigi has global fulfilment coverage and there’s nowhere they are not able to send orders.
What if I need to change the shipping address?
Prodigi’s integrated systems mean that if the order hasn’t been dispatched The Stories’ Eater can update the shipping address (24h or less since placing the order).
What shipping or courier options are there?
There may be different shipping and courier options available depending on the country and product type.
What different shipping options do you support?
We have four different shipping options; each increasing in price and speed:
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Budget
Budget shipping has slower delivery times than standard shipping and is typically sent using an untracked service (although all US orders are tracked).
Approx. 4 – 8 business days
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Standard
Standard shipping may be tracked or untracked for most print on demand products, depending on destination.
Approx. 4 – 7 business days
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Express
Express shipping is typically with a courier, will be tracked and will be a fast, premium service.
Approx. 3 – 6 business days
Shipping fees
To be listed soon
Do orders ship with tracking?
Tracking availability varies and will depend on the country, product type and shipping method, that have been selected with your order. Generally budget shipping is untracked and express is tracked (you can check the shipping service when you place the order).
To track your order Prodigi provides you with an email and tracking link when your product ships.
What are your dispatch times?
Dispatch times vary between different product types and different labs operating in different time zones. Most print-on-demand products tend to be 1-4 days SLA (service level agreements) with Prodigi’s fast-moving global products - prints and posters, framed prints, canvas, phone cases, apparel - typically shipping within 24-48 hours.
How much will it cost to ship my order?
Delivery costs vary depending on the product and destination. The shipping fees will be soon listed in detail country by country. Budget shipping is free in many countries (most of Europe, Africa and specific countries in other continents). Standard and Express shipping are always pricier than Budget and depend on the country.
Why hasn’t my order been delivered yet?
All items have estimated delivery times listed under the available shipping options to give you an idea of how long it typically takes to deliver a product to various countries around the world.
Factors which could delay delivery times include:
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Mistyped or incorrectly formatted address
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Customs and import restrictions
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Failed delivery attempts (i.e. no one home to receive the order)
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Postal strikes
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Other adverse conditions (such as storms and natural disasters)
If there is a protracted delay with your order then Prodigi’s customer support team will typically deal with this proactively.
Occasionally, orders do get lost in the mail - more often when being shipped untracked to less common shipping destinations. In the event that an order is not received within 30 days of ordering, Prodigi will be more than happy to send a replacement. Just let The Stories’ Eater know on the websites’ chat; we will inform Prodigi who will make the arrangements. Please note however that Prodigi cannot offer free replacements for orders not received due to an incorrect address.
What happens if a product is damaged in transit?
Prodigi asks for a photo of the damaged goods, and they’ll then gladly send a free replacement.
Returns and cancellations
What rights do my customers have to cancel orders?
Prodigi is domiciled in the UK.
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All European online retail platforms must adhere to the Consumer Contracts Regulations which came into force in the UK on 13 June 2014 (replacing the Distance Selling Regulations).
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These regulations outline the various rights consumers have when it comes to cancelling orders which aren’t required. However, there are a number of exemptions to these rules and the types of products Prodigi creates (and The Stories’ Eater, therefore, sells) fall under those items that The Stories’ Eater is unable to return once received, unless there is a defect with the product.
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The circumstances where the Consumer Contracts Regulations won’t give The Stories’ Eater a right to cancel include perishable items, CDs, DVDs, pharmaceutical products and software if you’ve broken the seal on the wrapping. Exemptions are also made for tailor-made or personalised items. All print-on-demand products are tailor-made, custom-made and bespoke to the end-consumers individual specifications and no order would exist unless a personalised commission was provided.
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This means The Stories’ Eater can cancel and receive a full refund for orders before they are in production. Once in production Prodigi can no longer guarantee a cancellation and The Stories’ Eater will be charged for the product costs.
If the client returns the product, where will it be sent?
There is no option to set your return address for orders. We do not accept returns of unwanted items but we may collect damaged or incorrect items for investigation.
What happens if the recipient’s address is wrong?
If the recipient’s address was wrong, then The Stories’ Eater is held responsible. The delivery service will usually send the package back to the return address (which will be one of Prodigi’s print labs).
If the package is returned to Prodigi, then Prodigi will contact The Stories’ Eater and clarify the recipient’s address before reshipping at The Stories’ Eater’s cost. However, packages are not always returned. In this case, The Stories’ Eater will have to make another order of the product to send to the recipient.
If a customer returns a print for a refund, how would that be handled?
Any returns or problems that occur because of Prodigi’s error will be handled at Prodigi’s expense.
If a customer returns a print for a refund for any other reason, then refunds will be at The Stories’ Eater’s own expense.