Epic Ink

Customer Care

Introduction

Epic Ink is committed to providing outstanding customer service at all stages of your purchase with us. Should you require assistance with your order or have a problem with your order, please contact our customer service department at .(JavaScript must be enabled to view this email address) or call 877-494-1760 and select option 1. Our support hours are 8:30 am to 5:00 pm, Monday-Friday, Pacific time. 

Please see the sections below for information on common customer service and order-related topics.

Payment Methods & Credit Card Security

We accept orders online with Visa, MasterCard, and American Express credit card payments. We do not currently accept payment by personal check, money order, or PayPal.

All orders placed online are secure, using SSL technology to encrypt and protect your credit card and personal information during transit. All transactions are processed instantly through our secure payment gateway at the time the order is placed; we do not retain a copy of your credit card information.

When credit card orders are placed by telephone through one of our sales representatives, we enter your credit card information directly into our online processing system as you provide it to us verbally, and do not retain a record of the information.

Sales Tax

Sales tax will be added to orders shipped to addresses within Washington State. The exact sales tax assessed will be determined by the shipping address Zip code at the time of checkout.

Your Account

If you're a registered user of epicinkbooks.com, you may check the status of current orders, cancel orders that haven't yet shipped, access your order history, change account information and edit your shipping addresses within the My Account page. If you wish to register a new account, click here. If you are already registered, log in.

Pre-Orders

Since our products are limited editions and available to a worldwide audience, we offer our customers the opportunity to pre-order items while they are in production.

You may pre-order an item using a credit card through our website or by telephone. Epic Ink’s pre-order policy is that the customer’s credit card is billed at the time the order is placed. This policy ensures that the credit card used for the order is valid and that we do not experience last minute billing issues, which could jeopardize an order’s shipment.

Pre-orders may be cancelled at any time before shipment for a full refund, including applicable sales tax.

At the time you place a pre-order, you’ll receive a confirmation email, which will indicate the anticipated shipping date of your pre-order. If the anticipated ship date changes, you will receive a follow-up email indicating a new shipping date. Otherwise, you will receive a shipment notification email with a tracking number as soon as your pre-order leaves our warehouse.

Shipping Overview

All orders ship in specially designed cartons, fully insured for damage or theft. Due to the high value of our products, for your protection, a signature will be required for delivery. Shipments requiring a signature for delivery cannot be rerouted once they are in transit.

Shipping Methods & Delivery (US orders only)

All Epic Ink orders include free UPS Ground shipping to addresses within the continental United States (lower 48 states).

Orders shipped to Alaska, Hawaii, and Puerto Rico will be charged a $100 flat shipping fee.

Orders with APO/FPO addresses will be shipped via the US Postal Service, fully insured. We cannot ship to PO boxes.

IMPORTANT: a signature will be required for delivery. 

Shipping times range from 1-7 days for US addresses, depending on the destination. Please consult the following map for a general estimate of delivery times:

US delivery times

 

You will receive a shipment notification email with a tracking number as soon as your order leaves our warehouse.

Please note: If your order is returned to our warehouse due to incorrect shipping information and you would like it reshipped to you, you will be responsible for the additional shipping costs.

International Orders & Shipping

If you reside outside of the United States and wish to purchase an Epic Ink product, please email our customer service department for assistance. We can either direct you to a retailer within your country that carries our products, or provide you with details on how to place an international order with us directly. 

Returns & Refunds

Returning an Item Purchased Directly from Epic Ink:

Epic Ink only accepts returns on items purchased directly through our website or by telephone, not through third party retailers.

Returns must be initiated within 30 days from the date an order is delivered.

Unless an item arrives damaged, the product received is defective, or the shipment was made in error by us, returned items will incur a 10% restocking fee up to a maximum of $150,

If the proper return procedures described below are followed, we will issue a refund to your credit card once we receive your order for the item purchase price, including tax, minus the restocking fee if applicable.

If the item was damaged during shipping to you or the product you received is defective, we will send a replacement for the damaged item and pay for the return of the original item, without cost to you. You may also choose to receive a full refund of the purchase price rather than a replacement.

Return Procedure:

1. Contact Epic Ink at .(JavaScript must be enabled to view this email address) for a Return Authorization (RA) number. Items that are returned without an RA number will incur a 10% re-stocking fee up to a maximum of $150.

2. Pack the item to be returned in its original packaging, using the carton it was received in. If the packing materials have been discarded, please contact us for assistance.

3. Inside the carton, include your original packing slip or a printout of the email authorizing your return.

4. Write the RA number in large letters on the outside of the carton and securely seal the carton with packing tape.

5. If you are returning a damaged or defective product, we will provide you with a prepaid UPS shipping label by email, which you can print out and tape to the box. You will need to call 1-800-PICK-UPS to arrange for pickup of the package, or take it to an authorized UPS shipping location (such as the UPS Store).

6. If you returning a product without damage or defects, you will need to take it to an authorized UPS or FedEx shipping location and pay for return shipping. We recommend shipping via UPS or FedEx Ground service, with insurance for the full retail price of the returned product.

7. Returns should be sent to the following address:

Air Sea America, Inc.
Attn: Epic Ink Returns
18220 80th Place South
Kent, WA 98032-2504
USA

Tel: (253) 395-9551

 

8. Once you have a tracking number for your return shipment, please email it to us at .(JavaScript must be enabled to view this email address).

 

Returning an Item Purchased from a Retailer:

If you purchased an Epic Ink product directly from a third party retailer (such as an online bookstore) and wish to return it for a replacement or refund, you must contact the retailer directly. We cannot issue direct refunds or replacements for our products sold by other retailers.

Epic Ink will not replace damaged product to third parties (even if factory sealed). This policy is similar to any other manufacturer who sells to a retail vendor who in turn is fulfilling to the public. The damaged item is returned to the original place of purchase for replacement or refund, regardless if it is a physical store or an online store.

 

Notes on Returns and Refunds:

All merchandise is considered to belong to you until we receive it back in satisfactory condition. Returned items that arrive with excessive damage due to improper packing may be assessed a damaged product fee of up to 10% of the product price, up to a maximum of $150.

Due to the limited edition nature of our product, we cannot guarantee that specific edition numbers can be replaced with the same number

Epic Ink cannot be held responsible for any fees or charges associated with the return of your order, including but not limited to: postage, shipping, international duties, taxes, return freight, and refused shipment return charges, unless otherwise authorized by Epic Ink. By placing your order, you acknowledge your acceptance of these terms.

Privacy & Security

Your privacy and security online is very important to us, so we have developed a policy to explain how we use the information we collect about you; how you can instruct us if you wish to limit the use of that information; our gathering techniques; and the procedures we have in place to safeguard your privacy. Please click here to view our Privacy Policy.