Frequently Asked Questions

What is the status of my order?

To check the status of your order, you may call or contact us (click here). Service is available Monday through Friday from 9 a.m. to 5 pm Central Time (except for national holidays). Voicemail is available 24 hours, seven days a week. Please leave a complete and clear message with your name and phone number. We will call you back or email you on the same day or next business day. Our policy is to return calls and emails the same day.

Need to change or cancel an order?

You may change or cancel your order for items at any time up to the end of the fifth working day after you make your order even if you have already received your items. You will not have to pay any penalty. The only circumstances in which you cannot change or cancel your order are where you have taken the items in question out of the sealed package in which they were delivered. To change or cancel your order, you must email us (click here) and provide us with the item details.

Are you missing an item?

Check the packing slip that was included with your shipment. If the quantity shipped does not match the quantity received, please notify us by email (click here). Due to the limited and custom nature of some of the items, they may be out of stock. You will be either sent the items at a later date or be issued a refund.

Did your shipment arrive damaged, defective or is incorrect?

Notify us by email (click here) and provide us with the item details. Please state whether it was damaged in shipping, defective, or incorrect. See our return policy section for further details.

Return Policy

Need to return an item?

You may return most items sold by Enchanted Sea Images within 30 days of delivery for a full refund. We'll ask you to indicate the number of items you're returning, the reason for return, and whether you would like a refund or a replacement item sent to you. We cannot accept returns of certain items, including: Any item that is returned more than 30 days after delivery. Any CD, DVD, VHS tape, software, or cassette tape that has been opened (taken out of its plastic wrap). Any item that is not in its original condition, is damaged, or is missing parts.

Need to return a gift?

If the item you are returning was not shipped directly to you from Enchanted Sea Images, please note that the refund will be issued to the gift giver.

Custom Orders

How do I place a custom order?

Send us an e-mail (click here) or call us and give us your name, number, and a clear description of what you want.

Delivery Costs

At the time of your order, shipping and handling costs are determined based on the size and weight of your order. Please note that shipping rates for many items we offer are weight-based. To reflect the policies of shipping companies we use, all weights will be rounded up to the next full pound.