Shipping Policy
Holiday Shipping Notice:
Due to the high volume of holiday orders, you may experience slight shipping delays. We are working hard to get your package to you as quickly as possible, but please expect a slightly extended delivery time. Thank you for your patience and understanding.
What are your shipping rates and are there any exclusions?
Complex offer $8 flat shipping for up to 3 items, and $15 flat shipping for 4 or more items. You can also enjoy free shipping on orders over $150 (before tax and shipping).
Please note that the following are excluded from our shipping promotions:
- International shipping
- Shipping to Hawaii, Alaska, and US Territories
- Items over 10 lbs
- BE@RBRICK and KaiKai Kiki Artwork
We reserve the right to exclude certain items from shipping promotions at our discretion.
When will I receive tracking information for my order?
You will receive a shipment confirmation email once your order has successfully processed for shipment. Please refer to shipping and handling time on a per product basis within the product description prior to purchasing. If you have not received a shipment confirmation for your order 45 days after placing it, please contact our customer service team at support@complex.com for next steps. Please be sure to check the spam/promotions folder for shipment confirmations.
Please note: If an order has been stuck in a pending status for 1-3 days it is likely that the carrier has not updated the tracking information with a recent scan. Not to worry - submit a ticket with our support team and we will provide support by following up with the carrier to provide an update.
Tracking information has not updated in a few days. Whats next?
Orders that have not been scanned by shipping carriers (USPS and FedEx) may not update with accurate tracking details. If your tracking number is not reflecting movement after a number of days, please contact our customer service team at support@complex.com. If your order has been lost lost or misplaced by the carrier, we recommend submitting a claim with carrier either directly or through our customer service team.
Please submit a ticket with our support team and we will take the following action:
1. We will follow up with the carrier to gain an understanding of where the order is and you will hear back from our support team in 48 hours as we will need to give the carrier some time to investigate the order's whereabouts.
In rare cases, the package may be in transit and the carrier has forgotten to scan the order at its most recent stop. This means that the order may become delivered with no prior communication that the package has arrived at your residence.
2. If the package is declared lost, COMPLEX will provide you with support by filing a lost package claim with the carrier.
3. Lost package claims will be provided a response within 30 days from the date of filing.
Please note: It is not a guarantee that lost package claims will receive a response by the carrier.
Tracking states that my order is delivered but I don't have it. What's next?
If your tracking is reflecting a status of "delivered" but you have not successfully identified your package, you may find success by submitting lost or stolen package claims with the respective carrier. COMPLEX is unable to support replacements, refunds, or accommodations for orders that are declared successfully delivered by the carrier.
Can I update my shipping address?
Address changes for orders placed with COMPLEX are not guaranteed to be supported.
If you would like to update your shipping address, please send us an email and we will attempt to update your shipping address with our fulfillment center and the respective carrier.
Please note: If an address adjustment is submitted, there is not guarantee that the address will successfully be updated and orders may continue to ship to the previously entered address.