We in Incantation appreciate your order and continued support for more than 30 years!
As much as we try to stay directly intertwined with shipping our official merchandise, please send any questions (shipping, availability, delays, etc.) to our websites' help-desk directly below for more information.
Contacting a band member directly about your purchase will lead to delays in response and most of the questions you may have can be answered via our web-based helpdesk and Frequently Asked Questions page located below as well.
We all value your dedicated support and hope you'll come to order from us again. Thank you!
How Do I Contact You About Booking Information?
How Do I Contact The Helpdesk About An Order?
If this is your first time visiting our messaging page, please review the FAQ below as it may answer your questions before contacting us.
Where is my purchase (or) I received only part of my purchase, where is the rest?
Most of the items on our site are made to order or special order items and are shipped as they are printed or received in to stock. Depending on the immediate printing/restock turnaround we will ship your items as they are ready to ship. Usual turnaround time is about 5-10 business days from the day of purchase before they are shipped. Sometimes it is faster, other times it may take a couple extra days depending on print runs and restocking of certain items.
Once they are shipped you will receive a tracking number so you can check with the USPS for updated tracking information.
US Customers:If you have received a partial shipment, we will be sending the remaining items to you (at no additional cost) once they are printed/arrive in to stock.
Out Of US Customers: Your shipment will be shipped in full when it is filled in total.
As noted on certain items (figures, props, all non-clothing related items, etc.), they are items that we do not directly manufacture and if they are not in immediate stock and they are special order items that may take a few days (figures/masks usually 7-14 business days, other items may vary in shipping times) before they are shipped from the date of purchase. Some items may take a bit longer depending on their immediate availability and will ship out to you when they are available to be restocked.
Pre-order items are listed as such per item and will not be able to ship until they arrive in to stock. Pre-order/special order items and their immediate availability and also projected stock/shipping times are always subject to change.
We are not a warehouse the size of Amazon with hundreds of employees who are there to respond to customer emails 24/7. We are a VERY small operation compared to sites like Amazon and we do not have 24/7 customer or production support. We usually are able to respond within 48-72 hours of your email (unless otherwise noted in an email auto-responder) as we wait for shipping updates before responding so we can give you up to date shipping information as to where/when your shipment is. Emailing multiple times within that period (or even more than once a day) will not speed up your email responses as we respond to them in the order they are received.