Shipping & Returns

Shipping

Shipping Costs

Our shipping costs are based on size and weight of the order.

Transit/Handling Time

We offer several shipping options, such as USPS First Class, Priority Mail, and FedEx delivery options. Upgraded shipping affects carrier shipping speed; it does not affect processing time.  The Broken Token typically processes an order within 24-48 hours, which is in addition to the carrier delivery time.  Our cutoff time for processing same-day orders is 12pm EST.

Please note: During the winter holidays, Black Friday, Cyber Monday, and special sales, shipping may take additional time. Our small team works hard to fulfill orders as quickly as possible.

Order Changes/Cancellations

If you wish to change your address, or cancel an order, you must contact us before the order is shipped otherwise this could introduce further delays getting your package to you.  

Damage in Transit

If a product arrives damaged, please take pictures of the product and packaging, and contact us immediately.  We will work with you to replace the damaged items.

International Customers

Customs and duty fees should be calculated at checkout and added to the order total.  If for some reason duties and fees are not paid at checkout, the customer may be liable for paying duties and taxes before the package can be delivered.
If your order is returned to use due to refusal to pay any import duties/fees, we will only refund the purchase price of the item.

Returns & Refunds

Unopened and unused items may be returned for up to 30 days for a refund of the purchase price. The customer is responsible for return postage fees. Any related shipping costs of the original order will not be refunded. If an item arrives damaged or incorrect due to our error, we will arrange to send you replacement parts. To reach our Customer Support team, you can email us by writing to contact@thebrokentoken.com.

If you need to return an item, you can initiate the request by logging into your account. First, you can find the item by navigating to the Purchase History link under Purchases in the Account Overview menu (accessed by hovering over your name in the top right corner). Then, clicking 'Request a Return' on the bottom right, under the order's summary, will take you to the return request form. We'll notify you via e-mail of your refund once we've received and processed the returned item.

You can also see a history of your requested returns and monitor their status from the Returns section of Account Overview (found just beneath the Purchase History link).