COVID-19 Update

As the impact of COVID-19 continues to be felt around the world and here at home - our top priority remains the safety and well being of our customers and employees. As we move through these uncertain and rapidly changing times, we’re doing our best to continue to serve and support you as long as you need us to.

Below you will find the latest updates on the COVID-19 situation. Please read carefully as we outline how it affects you and what you can expect.

Shipping

Canada

• Address changes are not available while packages are being held by UPS.
• Changing an address while a package is in transit, is currently only available through the UPS my Choice App and you may incur an extra cost. Please refer to the UPS documentation.
• All provinces are experiencing shipment delays due to volume
• Local Pickups from the Eikon warehouse are still not available. Please select a UPS service option during checkout.

USA

• FEDEX has suspended the requirement for signatures, which means customer packages will be left at the front door.*
• Fedex is delayed by only 1–2 days in most areas.

Best Practices

• If the package is going to your shop please assist the delivery drivers in times of uncertainty by leaving a note at the front door stating that you are in the shop.
• Remember to give your driver some space #socialdistancing - drivers may also be dropping off orders without requiring a signature.
• Please make sure there’s someone available to receive it in a proper address.

Ordering:

• Our online store remains open for placing orders 24/7 and we continue to ship orders as safely as possible but we’ve reduced the number of days we’re actually shipping packages from our warehouse.
• We will not be accepting COD payments until further notice as a precaution to improve the safety of the courier driver and you!
• Our local pick-up service will be unavailable until further notice. Please select a UPS service option during checkout.

Customer Service

• Customer Service hours extended to 9 am – 5 pm EST (Mon-Fri) on the phone lines and EMAIL at customerservice@eikondevice.com. We are available from 9:30 am – 4:30 pm EST (Mon-Fri) on our live Chat.
• For the quickest service try our live Chat, where our full Customer Service team of Rebecca, Kim, Ben and Stef are available to help you.

Inventory

• We’re doing everything we can to keep our shelves full, but there may be some out of stock items due to interruptions in the supply chain.
• We wrote a letter that explains the situation Tattoo Suppliers like us are going through, take a look here: An Open Letter to Tattoo Artists.

* We will ship to homes for existing customers or a new customer that has been verified, and we can confirm a shop closure. At this time we are reminding customers that we are NOT responsible for any lost or stolen packages. Please review our policy regarding orders shipped to residential addresses.