Service Policies

Refund Policy:

All sales are final unless due to product defect or damage in transit.

No refunds will be issued unless special conditions apply. 

If you have any questions or concerns related to refunds please contact us at


Return Policy:

Returns for product related issues must be initiated within 14 days of date that the item was received. Returned items will be replaced and sent back to you within 7-10 business days. 

To initiate a return due to product defects, damages, or lost in transit please contact us at (Please provide images if applicable)

Complex media will not reimburse shipping charges, nor are we responsible for items returned prior to receiving authorization from an official agent.


Shipping Policy:

All orders are shipped within 5-7 business days + (Transit time dependent upon shipping service chosen) Monday - Friday 8am - 5pm.


International Shipping Policy:

International shipping recipients WILL be required to pay duties/taxes by their nation's customs in order to obtain possession of their shipment. This charge is determined by the recipient country's government. Complex assumes no liability for these charges, nor are we able to predetermine or estimate these fees ahead of time. They are calculated by customs upon arrival of the package. Complex cannot guarantee an arrival or delivery date, as the customs department can delay release of any package for any reason. It is recommended that you plan for at least 7 business days additional time to receive your shipment. This 7 business day buffer is not a guarantee of time-frame for the release of packages.  These delays will vary depending on the nation of delivery, customs department policies and procedures in dealing with the type of product ordered.



We use the following carriers to deliver our orders:






Order Tracking:

If a tracking # is provided by the shipping carrier, we will update your order with the tracking information. Please note that some orders using 1st Class USPS mail will not have tracking numbers. 


Shipping Rates

The rate charged for the shipping of your order is based on the weight of your products, and your location. Before the final checkout page you will be shown your shipping options (if applicable) and what the cost of shipping will be for each option.


Shipping Options:

For orders shipping to any address in the United States, standard shipping which has a 2-7 business day transit time. Both of these transit times are from when the order leaves our production facility which can take up to 5-7 business days. 

For international orders we currently only offer standard shipping. Transit time is 10-14 business days for Canada and rest of the world.