Shipping Policy

Last updated: 25 June 2026

1. Delivery areas

The Visual Game currently ships to the countries and regions made available at checkout, including selected countries in the European Union, the United Kingdom, the United States and Canada.

If a country or region is not available at checkout, we do not currently ship there.

2. Processing and delivery times

Orders are processed after payment confirmation.

Estimated delivery time is generally around one week, depending on the delivery country, carrier availability and any local conditions affecting transport.

Delivery estimates are provided for information only and are not guaranteed delivery dates unless expressly stated otherwise at checkout or in writing.

During high-demand periods, public holidays, customs processing, carrier disruptions or other events outside our control, delivery may take longer.

3. Shipping costs

Shipping costs are calculated and displayed before the order is confirmed. The final shipping option shown at checkout depends on the delivery address, order contents and delivery method.

For T-shirts, the current shipping structure is:

Free shipping:
France, Germany, Spain, Portugal, Belgium, Netherlands and the United States.

Free shipping from €60:
Canada, United Kingdom, Austria, Czechia and Sweden. Below €60, standard shipping applies.

Shipping availability and shipping costs for any other destination are shown at checkout where applicable.

The customer can review the total price, including applicable taxes and shipping costs, before completing payment.

4. Order tracking

When tracking information is available, it will be sent to the customer by email after the order has been dispatched.

Tracking updates are provided by the carrier. We are not responsible for temporary delays or missing scans in the carrier’s tracking system.

5. Delivery address

The customer is responsible for providing a complete and accurate delivery address at checkout.

We are not responsible for delays, failed deliveries or additional costs caused by an incorrect or incomplete address provided by the customer.

If an order is returned because of an incorrect address, failed delivery attempt or refusal of delivery, we will contact the customer to determine the next step. Additional shipping costs may apply, except where the issue is caused by us.

6. Customs, duties and import taxes

For deliveries outside the European Union, customs duties, import taxes, brokerage fees or local charges may apply.

Where these amounts are not collected at checkout, they may be charged directly to the recipient by the carrier, customs authority or local administration.

The customer is responsible for paying any import duties, taxes or local charges required by the destination country, unless they are expressly collected at checkout.

Customs clearance may cause delays outside our control.

7. Delays

If a delivery delay occurs, the customer may contact us at:

contact@thevisualgame.com

We will review the situation and provide available information based on the carrier’s tracking and delivery status.

If an order cannot be dispatched or delivered within the applicable legal time limit, the customer will be informed and may have the right to cancel the order and receive a refund, according to applicable law.

For customers in the United States, if an unexpected delay prevents dispatch within the promised period, we will inform the customer and offer the option to accept the revised delivery date or cancel the order for a refund.

8. Lost packages

If tracking shows that a package has not been delivered within a reasonable time, the customer should contact us at:

contact@thevisualgame.com

We may ask the customer to confirm the delivery address and provide any useful information required by the carrier.

If the package is confirmed lost by the carrier, we will offer an appropriate solution, which may include replacement or refund, depending on the circumstances and applicable law.

9. Damaged packages

If a package arrives visibly damaged, the customer should take photographs of the packaging and product, then contact us as soon as reasonably possible at:

contact@thevisualgame.com

The customer should include:

• the order number;

• photographs of the package and product;

• a short description of the issue.

This helps us assess the issue and provide an appropriate solution.

10. Risk of loss

For consumer orders, the risk of loss or damage passes to the customer when the customer, or a third party designated by the customer, physically receives the order, except where applicable law provides otherwise.

11. Contact

For any shipping question, contact us at:

The Visual Game / NovioH
Email: contact@thevisualgame.com
Phone: +33 7 63 61 01 79
Postal address: 288 rue d’Épinay, 95170 Deuil-la-Barre, France