Shipping policy

Prop Department Shipping Policy

Effective date: 10/4/2026

This policy applies to physical products ordered directly from the official Prop Department online store. Digital downloads and online courses are delivered electronically as described on their product pages and are not subject to physical shipping charges or transit times.

Shipping and customer service hours

We process and ship orders Monday through Friday, excluding weekends and major U.S. holidays. Customer service hours are Monday-Friday 10am-5pm CT. For questions about an order, contact support@propdepartment.com with your order number. Business days in this policy mean Monday through Friday, excluding major U.S. holidays.

Order processing

Standard in-stock orders ship within 3–7 business days after we receive a complete order, including valid payment authorization and the information needed to fulfill it. Processing time covers preparing and handing your package to the carrier. It does not include time in transit.

During new releases, major restocks, or holiday periods, processing may take an additional 2–4 business days, for a total of 5–11 business days. When this extended schedule applies, we will clearly disclose it before purchase. It does not automatically extend the shipment deadline for an order already placed. Preorders and made-to-order items follow the shipment timeframe disclosed on the product page before purchase.

If we cannot ship within the timeframe stated when you ordered, we will notify you, provide an updated estimate or explain if one is unavailable, and offer the option to cancel the unshipped merchandise for a prompt refund. We will obtain consent to a delay and issue refunds as required by applicable law.

Shipping destinations and rates

We currently ship to USA addresses only. Available services depend on your delivery address.

Shipping methods and charges are displayed at checkout before payment. Any flat-rate or free-shipping offer applies only to the destinations, products, and order requirements stated with that offer. The shipping charge shown at checkout is the charge for the selected service; destination-country import charges are addressed separately below.

Transit time

Transit time begins when the carrier receives the package and depends on the destination, shipping method, carrier operations, and any customs processing. Any transit estimates displayed at checkout are separate from our processing time unless expressly labeled as a total delivery estimate.

Carrier delivery dates are estimates unless a service is expressly sold with a delivery guarantee. Weather, holidays, customs, and carrier disruptions may affect delivery. Selecting expedited shipping speeds up carrier transit only; it does not shorten order processing unless we expressly offer expedited processing.

Tracking your order

For shipments with tracking, we will email tracking information to the address used at checkout. A shipping label may be created before the carrier receives your package, and tracking updates may take time to appear. A label-created notification alone does not mean the package is in transit.

The carrier’s tracking page usually provides the latest shipment scans. You may contact the carrier for delivery details, but you can also contact support@propdepartment.com if tracking stops updating, the package is significantly overdue, or you need help. We will assist with investigating delivery problems.

Address changes and undeliverable packages

Check your shipping address carefully before submitting an order. If you notice an error, contact us immediately. We will try to help, but address changes and cancellations may not be possible once fulfillment begins.

If a package is returned because of an incorrect or incomplete address supplied by you, or because delivery is refused, contact us to arrange the next steps. Additional shipping charges may apply if you request reshipment; we will disclose the amount and obtain your agreement before charging it. Any refund or deduction will follow our Return and Refund Policy and applicable law. We will cover the cost of correcting an address or fulfillment error caused by us.

Missing damaged or incorrect deliveries

If tracking shows delivered but you cannot locate the package, check the delivery location and with household members or building staff, then contact the carrier and support@propdepartment.com. A delivery scan does not automatically resolve a delivery dispute or remove rights provided by law.

For a damaged or incorrect item, contact us promptly with your order number, a description of the issue, and photos if available. Keep the item and packaging when practical while we investigate. We will work with you and the carrier to determine the appropriate replacement, refund, or other remedy. See our Return and Refund Policy.

International orders and import charges

We currently ship only within the USA and do not offer international shipping.

Questions and your rights

For shipping assistance, email support@propdepartment.com and include your order number. This policy does not limit any cancellation, delivery, refund, or other consumer rights that cannot legally be excluded. Mandatory legal protections take priority over conflicting terms.