Shipping policy
Made to order
Every ProtoFrenz head, visor, and custom item is built to order — we don't ship from a shelf of finished stock. Here's how the timeline works:
- Build time: Most orders are built and ready to ship in about 3 weeks. Larger or heavily customized builds may take a little longer; if we expect a delay, we'll reach out.
- Transit time is separate and depends on your location and the method chosen at checkout.
- Small in-stock accessories (stickers, cables, and similar) usually ship within 2–3 business days.
Where we ship from
All orders ship from our workshop in Portland, Oregon, USA, with tracking provided as soon as your order is on its way.
Domestic (United States)
We ship via USPS or UPS with tracking. You'll get a tracking link by email when your order ships. You can also follow your build in real time on our order tracking page.
International
We ship worldwide. A few things to know:
- Import duties, taxes, and customs fees are set by your country and are the buyer's responsibility. They are not included in the item price or shipping cost.
- To keep international shipping affordable, we recommend a package-forwarding service — see our International Orders guide for the lowest-cost options.
- International transit times vary and can be affected by customs processing outside our control.
Address accuracy
Please double-check your shipping address at checkout. We build to the address on the order; if an address is wrong, contact us before your order ships and we'll correct it if production hasn't been packed. We aren't able to recover packages sent to an address you provided incorrectly.
Lost or damaged in transit
If your order arrives damaged, or tracking shows a problem, contact us within 7 days of delivery (or the last tracking update) with photos. We'll make it right — see our Returns & Refunds and Warranty policies.
Questions
Reach us any time through the service request form and we'll reply within 1–2 business days.