Shipping policy

Edugate — Shipping Policy

Last updated: 1 March 2026

Thank you for choosing Edugate. This Shipping Policy explains how we handle order processing, shipping, delivery, and related matters for our physical phonics workbooks. If you have questions, contact us at support@eg-tv.com.

  1. Processing Time
  • Orders are typically processed within 1–3 business days after payment is received, unless otherwise noted at checkout or affected by promotional periods and high demand.
  • Orders placed on weekends or public holidays will be processed on the next business day.
  1. Shipping Options & Delivery Estimates
  • Shipping methods, costs, and estimated delivery times are displayed at checkout and may vary by destination, carrier, and chosen service level (standard, expedited, etc.).
  • Delivery estimates provided at checkout are estimates only. Edugate is not responsible for carrier delays caused by weather, customs processing, carrier capacity, strikes, natural disasters, or other events beyond our control.
  1. Shipment Confirmation & Tracking
  • When your order ships, we will send a confirmation email to the address on file that includes the tracking number and carrier information (when available).
  • You can use the tracking number to monitor delivery status on the carrier’s website.
  1. Risk of Loss
  • Risk of loss or damage to products passes to you upon delivery to the carrier, except where local law provides otherwise.
  • For tracked shipments, packages are considered delivered once tracking shows delivery.
  1. Shipping Address & Incorrect Addresses
  • Please ensure your shipping address is complete and accurate at checkout. Edugate is not responsible for packages shipped to an incorrect address provided by the customer.
  • If you notice an error in your shipping address after placing an order, contact support@eg-tv.com immediately. We will attempt to update the address before the order ships but cannot guarantee changes after carrier pickup.
  1. International Shipping & Customs
  • We may offer international shipping to selected countries. International shipments may be subject to import duties, taxes, customs fees, and clearance procedures imposed by the destination country. These charges are the responsibility of the recipient and are not included in the item price or shipping cost unless specified at checkout.
  • Delivery times for international orders vary widely depending on origin, destination, and customs processing times.
  1. Lost, Stolen, or Undelivered Packages
  • If tracking shows delivery but you did not receive your package, first contact the carrier for details and to confirm the delivery location.
  • If the carrier confirms loss, theft, or misdelivery, contact support@eg-tv.com with your order number and carrier correspondence. We will investigate and assist on a case-by-case basis. For packages confirmed lost or mishandled by the carrier, Edugate will work with the carrier to arrange a replacement or refund where appropriate.
  • Edugate is not responsible for packages delivered to an incorrect address provided by the customer or for theft after delivery unless required by applicable law.
  1. Damaged Shipments
  • Inspect your shipment upon receipt. If items are damaged in transit, report the damage to support@eg-tv.com within 7 days of delivery and include:
    • Your order number
    • Photos of the damaged item and packaging
    • A brief description of the damage
  • For damage reported within 7 days, we will arrange a replacement at no extra cost. If a replacement is unavailable, we will issue a full refund (including original shipping) at no extra cost.
  1. Returns Related to Shipping
  • Only sealed and unopened boxes are eligible for refund per our Return & Refund Policy. If you wish to return a sealed, unopened item due to a non-defect reason, follow the Returns process; return shipping costs are the customer’s responsibility unless we provide a prepaid label.
  • For defective or damaged items reported within 7 days, we will cover return shipping and replacement costs.
  1. Gift Orders
  • If your order was a gift, we will ship and handle it the same as any other order. If the recipient reports a shipping problem, we will assist per this policy; the original purchaser may need to initiate returns or exchanges.
  1. Contact & Support
  • For shipping questions, tracking issues, or shipment problems, email support@eg-tv.com and include your order number and a description of the issue. Provide photos when applicable to help us resolve the matter faster.
  1. Policy Changes
  • Edugate may update this Shipping Policy from time to time. The version posted on our website at the time of your order governs that order. We will not apply changes retroactively to completed purchases except where required by law.

Quick summary

  • Processing: 1–3 business days
  • Only sealed, unopened boxes eligible for refund
  • Report damaged or defective shipments within 7 days for free replacement
  • Tracking provided when available; packages considered delivered when tracking shows delivery
  • Customer responsible for customs, duties, and return shipping on non-defective international returns