Yes, our site and brand have undergone a few changes. Thank you for noticing!

Rest assured, we are still the same dedicated team working under the artistic direction of James R. Eads. You can bookmark our new domain, prismavisions.com, and add our new email, [email protected] to your address book to keep in touch with our mystical side.

If you are looking for limited edition prints and originals by James R. Eads you can find them at jamesreads.com where we will continue to release new prints and art.

Please note that promotions offered on our sites do not cross over. While we operate under one roof, our stores are separate businesses with separate policies.

While it is very uncommon, it has happened. Email us your order number so we can confirm the authenticity of your deck before sending out a replacement guide or card.

If you purchased your deck from another retailer, please reach out to them for assistance.

If your deck includes a QR code in place of a physical guide, you purchased a counterfeit. Counterfeits are increasingly common and negatively impact our, small artist-run business All of our decks include physical guides and you are welcome to support the work we do by purchasing the authentic version from us directly!

The longer you use something, the more likely you are to see some wear. Perhaps you lost a card while traveling through portals...whatever the case may be, send us your order number and/or name associated with your order so we can create a custom order for you. We charge $1 per card / $5 per guide plus shipping.

Most likely!

For U.S. visitors, please enter your address at checkout to preview the shipping options available to you. 

For non-U.S. visitors please check that your country is selected from the dropdown menu in our footer. Having your country selected will ensure that the correct duties, insurance, and shipping options are applied to your order.

If you are not able to select a shipping option at checkout or feel that the shipping rates shown to you are inaccurate, please send us an email at [email protected] so we can check that all current shipping options are available.

Most orders ship within 2 business days with the exception of holidays and special release items such as Pre-Orders, Timed-Release Edition prints, and some New Limited Edition prints. Check the product descriptions of these product types for more accurate shipping timelines. Please note that weather, staff shortages, holidays and retrogrades may affect the estimated timelines below.

U.S. orders

For domestic orders, we use USPS First Class Shipping, USPS Priority Mail and UPS Ground.

Once your package ships, it will typically get to you in 2-5 business days.

International orders

For non-U.S. orders, we usually use DHL Express. Please note that duties, taxes, and brokerage fees are not included in your order total. It is the responsibility of the recipient to pay these fees upon delivery. Refunds will not be given for shipments that are refused/returned due to unpaid fees.

Shipping to most non-U.S. locations takes 2-5 business days.

Yes! Please select the local pick-up option at checkout. We will email you when your order is ready to be picked up.

Route Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Peace of mind is yours at a low cost when you add Route Package Protection at checkout.

Plus, every time you add Route to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

If your order value is $200 or more, we've covered the cost of Route package protection for you.

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.  

In both cases, the Route Premium cost will not be refunded. 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.  

If you experienced an issue with your order, please file a claim with Route’s team here.

If you purchased Route Package Protection and you believe your order was lost, damaged or stolen, you can file a claim for a replacement or refund.

You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Ensure you report an issue within the respective deadlines:

Damaged:

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

Stuck In Transit (Lost):

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date. 
• For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Marked As Delivered (Stolen):

• Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.
• In some cases, the Route Support team may require a police report before moving forward with an order issue.

*Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered. 

If your order did not include Route Package Protection, reach out to our team at [email protected] to see how we can help.

If your shipment is lost:

Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments) and within 30 days from the last checkpoint.

Estimated Delivery Date

• After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, we will consider the order to be "lost" and assist with next steps. 

Invalid address or delivery barriers

• Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. Additional shipping fees to attempt the delivery again will be required.
  

Packages labeled "return to sender"

• Typically, orders are sent back when a customer provides an invalid or undeliverable address or refuses a delivery. We do not offer refunds or replacements for this situation. The customer is responsible for entering their correct address at the time of placing the order and refunds will not be provided for orders that are returned due to an insufficient address.
  
• If the package was returned to sender due to a carrier error* an exception can be made.

*above timeframes for filing apply.

Order stuck in customs

• Customers are responsible for paying any necessary duties, taxes and/or brokerage fees related to their order. We are not able to quote these fees at checkout. We will not process refunds for packages that are returned/refused due to unpaid customs fees.
  
• Often a shipment will be held by customs until the customer can complete the payment of the required fees. The contact information submitted by the customer when the order was placed will be used by customs agents to contact the customer. If you are not notified about the customs fees due to incorrect contact information being entered with your order details, the package will be returned or destroyed and you will not be eligible for a refund for your order.
  
• If Route was purchased with your order (or your order's subtotal was over $200 USD), and there is an issue with your order that is covered by Route's insurance policy, they may replace something the customer has already paid customs on, under Route’s discretion, Route can approve and pay customs the second time.

Order marked as unfulfilled or unshipped

• If your order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled (we could be low on inventory of the items, an item in the order could be a pre-order item that is not ready to ship, or their may be internal delays with the fulfillment center, etc.).
  
• If your order included Route, please note that coverage does not go into effect until a tracking number has been created for your order.

Order issue filed too soon

• If you are reporting an order issue the same day that the package was marked as delivered, we will require that you wait 5 days before notifying us again about the issue so that we may file a claim on your behalf. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

Please note, if it has been over 30 days since your tracking showed a "delivered" status, we are not able to offer you a replacement or refund.

Damaged Item Arrived

• Order Issues for damaged orders must be filed within 30 days of the delivery date. 

Broken or damaged items

• If you received a damaged item please be sure to photograph the damaged item(s) and the package it came in and file a claim with Route or email us at [email protected]

If the item is out of stock

• In the case of the item no longer being in stock, a replacement will not be possible and a refund for the item or order will be processed.

Delivered but Missing Package

• Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises.

*We require these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered. 

Delivered to wrong address

• If the correct address was entered at checkout and the package was delivered to the wrong address, your order would be eligible for a reimbursement or replacement.

Most of the time a package will be scanned as delivered when it is accidentally dropped off at a nearby neighbor. Please check with your neighbors and any other areas on your property where it might have been delivered by mistake. If after one week, the package is still nowhere to be found, email us at [email protected] and we will see what we can do.  

Please note, if it has been over 30 days since your tracking showed a "delivered" status, we are not able to offer you a replacement or refund.

Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to us. If the package is returned to us because of an incorrect address, if duties were unpaid or because it was never claimed, we will need to charge you for shipping it a second time.

For international shipments:

Please check that the shipping address you’ve used is verifiable by our shipping carrier and that the phone number is correct so that customs can contact you if there are fees that need to be paid.

No, your order does not include customs, duties or brokerage fees. Orders returned or refused due to unpaid customs fees are not eligible for a refund.

Yes! If your item is undamaged and unopened and it has been no longer than 30 days since you received it, please ship it back to us for a refund. Once we receive the item and confirm that it is in the same condition it was sent, we will send you a refund for the cost of your items (shipping is non-refundable).

Please email us at [email protected] with your order number and we will get the process started for you

We try to ship out orders as quickly as possible so please let us know about your cancellation request ASAP. If your order has not been shipped by the time we receive your request, we will cancel it for you. Let us know by emailing us your order number at [email protected]

We’re so sorry if we accidentally shipped you the wrong order! Please reach out to us at [email protected] with the order number and a photo of the incorrect item you received. 

It is possible it's in your shipment just packed away somewhere unexpected or we just simply forgot to include it. Either way, email us your order number at [email protected] and we will assist you.

If your order arrived damaged, please photograph the damage and hold onto items and the packaging it was sent in until we can confirm that claim has been filed. If you purchased Route, you can file a claim on your own here. If your order did not include Route, please email us photos of the damage so that we can assist you in getting a replacement or refund. If the item is no longer in stock, we will not be able to send you a replacement and will instead, refund you the cost of the damaged item(s).