Help & FAQ
What does kurzgesagt mean and how do you pronounce it?
What is kurzgesagt?
I have a great product idea that I would like to share with the kurzgesagt team.
Questions About Your Order
Where is my order?
In general, it takes 3-5 business days for our warehouse to process, pack and prepare an order for shipping. Once the order has shipped, you’ll receive a shipping confirmation to the email address you provided at checkout. Please be sure to check your spam/junk folders if you have not received that email.
For orders within the continental United States, Alaska, Hawaii, and APO addresses, the delivery estimate is 7-10 business days after it leaves the warehouse. We can issue a replacement or a refund (minus shipping fees) if there are no tracking updates for 10 consecutive business days, or tracking shows the parcel was "delivered" but is not found in/on/near the mailbox or door within 3 business days of the delivered date.
For orders shipping outside of the United States, the delivery estimate is 2-6 weeks after it leaves the warehouse. This can depend on the total shipping distance (from Montana, USA) and the customs regulations/procedures in the destination country. We can issue a replacement or refund (minus shipping fees) if you have not received the package after 6 weeks.
If you think your order may have been lost in transit, contact us and we’ll be happy to help! Just send an email with your order number to firstname.lastname@example.org.
Our replacement policy covers lost packages up to 3 months after the order date. For replacements to be sent in the case of a lost package, we will need the shipping address confirmed so we know there were no issues in the address that would cause the package to be returned or incorrectly delivered. If the address needs to be amended or changed, this will require a second shipping fee to be paid.
How do I cancel an order?
Send us an email (email@example.com) with the order confirmation number.
As long as the order has not shipped yet, we can cancel it for a full refund.
How do I change my shipping address?
Send us an email (firstname.lastname@example.org) including the order confirmation number and the new address in your initial email to expedite the process. Please note we're not able to make any changes to your address after your order has shipped.
A part of my order is missing or damaged, what can I do?
If your order arrives and something is wrong, simply email us at email@example.com and we can get you sorted. In the email, please include the original order number, and let us know exactly which item(s) were missing or damaged.
I received the wrong item, what can I do?
Email us as soon as you notice the wrong item. To speed up the process, please include your order number which can be found in your order confirmation email or listed on the packing slip. Let us know which item(s) you expected to receive and please describe or send pictures of the wrong item(s).
We can set up a reshipment with the correct item, so you will not have to reorder. If you placed an order to a US address we will be able to send a pre-paid return shipping label for the wrong item to your email address, and then the package can be dropped off at a UPS location.
Why am I being charged additional fees on my order?
Some countries charge extra taxes and handling fees when importing goods. The UK states that packages valued less than £15 are exempt from VATs. When we mark the value on customs forms, we do not include shipping costs, only the cost of the actual item.
We are unable to ship your merchandise as a gift, as we need to fill out each customs form correctly. If we don't fill out the forms properly, we risk having the shipment returned to us or being prohibited from shipping to that country.
Questions About Our Products
Do you have posters in other languages?
Can I print your posters at home?
Where can I get frames for your posters?
Any Other Questions
Do you have any other questions? Don't hesitate to get in touch with us. Send an email to firstname.lastname@example.org and our customer service birds will get back to you as quickly as possible.