kurzgesagt logo
kurzgesagt logo
banner image
Track order
Cancel order
Report issue

FAQs

General Questions

We are a Germany based animation studio, production house and design studio. We produce elaborate science videos for our YouTube channel and create high-quality paper products for this shop. We put countless hours into the creation of our products. They are all designed with love and produced with great care. They are more than merch and nothing short of a passion project for us. Everything we do is meant to spark your curiosity for science, nature, human beings and life itself.

"kurzgesagt" is German for "in a nutshell". The official pronunciation is [ˈkʊʁtsɡəˌzaːkt] which sounds something like "kurts-geh-zaahgt".

We're always happy to hear your ideas and feedback! Just send a message to our product team ([email protected]) and tell us all about it! 


Oh no! You likely received this message if you were following up on a previous email thread with our support team. You can reach our support team by using the Contact Us page here and send us a message!


If your inquiry is about an EU shop order, please use that shop's contact page here: EU Shop Support Contact

Our Products

At the moment our posters are only available in English. Maybe we'll work on some translations in future.


We currently don't offer any digital or printable versions of our posters.


We recommend supporting a local frame shop (if you've still got one of those) but you can easily find fitting frames online as well. You can find the exact dimensions of each poster on the product page.


Orders & Payments

Please let us know as soon as you decide to cancel your order! You can reply to your order confirmation email or contact us to request an order cancellation. 

As long as the order has not shipped yet, we can cancel it for a full refund.

If your order has already shipped, we won't be able to cancel the order, but we can provide information on how to return the order for a refund (minus shipping fees) if you no longer want the items. 

We accept payments from all major credit cards, PayPal, Shop Pay, Google Pay, Amazon Pay and Apple Pay. We cannot process money orders, purchase orders, orders placed over the phone, or cash transactions.


We accept all currencies: PayPal and credit card companies carry out the conversions for you and these will be shown during the checkout process. 

Prices are shown on the shop in US Dollars per default, but we do provide the option to display prices in Canadian Dollars (CAD), Australian Dollars (AUD), and New Zealand Dollars (NZD). This will be selected automatically, but you can change it manually from the top menu. 

Please note: all Bundle deals are by default shown in USD and the conversion will take place at check-out.

Our special bundle deals provide a set discount when certain products are purchased together. The discount will only be applied to the eligible products and only once the discount criteria are met (e.g., buying 2 or more). The reduced final price is shown on its product page and during checkout. 

Please note: not all bundle discounts are immediately shown within the cart, but they will be applied at checkout. In this case, a coupon code will be applied – but if you remove this coupon code, it will also remove the discount!

Shipping

If you have an address able to receive mail/packages shipped from the United States, we can ship your order to you!**

For EU and UK customers, we strongly recommend ordering from the Kurzgesagt EU Shop. 

**Unfortunately, we are currently unable to ship orders to APO/FPO addresses or the following US Territories: American Samoa, Guam, Micronesia, Marshall Islands, Northern Mariana Islands, and Palau. 

Contact us and let us know your order number and the new address. As long as your order has not yet left our warehouse, we can update the shipping address. 

If your order has already shipped, you may still be able to receive your parcel to the new address if you have mail forwarding set up with the postal service.

In general, it takes 3 - 5 business days for our warehouse to pick, pack and ship out your order from our warehouse.

Once your order has shipped, you'll receive a shipping confirmation to the email address you provided at checkout. Please be sure to check your spam/junk folders if you have not received that email.

For orders within the continental United States, Alaska, Hawaii, and APO addresses, the delivery estimate is 7-10 business days after it leaves the warehouse. We can issue a replacement or a refund (minus shipping fees) if there are no tracking updates for 10 consecutive business days, or tracking shows the parcel was "delivered" but is not found in/on/near the mailbox or door within 3 business days of the delivered date.

For orders shipping outside of the United States, the delivery estimate is 2-6 weeks after it leaves the warehouse. This can depend on the total shipping distance (from Montana, USA) and the customs regulations/procedures in the destination country. We can issue a replacement or refund (minus shipping fees) if you have not received the package after 6 weeks.

If you think your order may have been lost in transit, contact us and we’ll be happy to help!

Note: 
Our replacement policy covers lost packages up to 3 months after the order date. For replacements to be sent in the case of a lost package, we will need the shipping address confirmed so we know there were no issues in the address that would cause the package to be returned or incorrectly delivered. If the address needs to be amended or changed, this will require a second shipping fee to be paid.

We are unable to refund or reship orders older than 3 months. 

If your order contains posters and non-poster items, we will send you two separate packages. You will also receive two separate emails when your order is prepared in our warehouse. Each will contain a different tracking number (if the shipping method includes tracking).

Some countries charge additional taxes and fees when importing goods, and some shipping carriers may also charge additional handling fees for processing these payments. When we mark the value on customs forms, we do not include shipping costs, only the cost of the sold items.

We are unable to ship your order as a gift, as we need to fill out each customs form correctly. If we don't, we risk having the shipment returned to us or being prohibited from shipping to that country.

We cannot print shipping labels with non-English characters, and our system cannot ship to addresses with accented characters. If you place an order with a shipping address using a non-English alphabet, our team will likely need to email you for a translation and this could delay your order from shipping.

Shipping rates are based on weight and distance to the delivery address, so our system will not know how much your shipping will be until you add items to your cart and enter a shipping address. 

To calculate shipping, add the items to your cart and enter an address - our system will do the rest!

For all orders shipping within the U.S., tracking will be available. When your order ships, you will receive a notification email with a tracking number that can be used to check updates. You can use https://www.ups.com/track to track orders with standard shipping or https://www.fedex.com/en-us/tracking.html to track orders with expedited shipping. Once your order is marked as “delivered” on that page, it may take an additional 2-3 business days for the parcel to be delivered.  

If your order is shipping outside the U.S., you may still receive a tracking number and see updates until the parcel leaves the U.S. Tracking updates may stop once the order leaves the US or arrives in the destination country. Check the shipping details to check for an alternate tracking number, which may work with your local postal service tracking system, though this isn't guaranteed. Once the package arrives in the destination country, it should be delivered in about 2-4 weeks.

If your order just shipped, it may take up to 3 business days for tracking updates to start showing on the tracking page. Tracking information is typically only viewable in the first 120 days after an order has shipped.

Tracking numbers are only available for domestic orders and sometimes for orders shipping outside the US (but not always). Depending on which shipping service you selected, you can check tracking updates for your order at https://www.ups.com/track or https://www.fedex.com/en-us/tracking.html. 

For orders shipping outside the US, the tracking page may only show updates until the order leaves the US or arrives in the destination country. Once the order reaches that point, we estimate that it should take another 2-4 weeks for the final delivery.

Please note: We are also aware of a technical error in our system that sometimes incorrectly assigns tracking numbers to POSTNORD DK. If your tracking link in the shipping confirmation goes to the PostNord tracking page, this is incorrect. Please copy the tracking number and enter it on the UPS tracking page - https://www.ups.com/track.

Returns & Replacements

We can send a replacement for orders that are lost in transit, arrive damaged, or are missing items within 3 months of the original order date. If we do not have the item(s) available in our warehouse to create a replacement order, we will provide a refund of the amount paid for the item. 

We can accept a return within 3 months of the original order date as long as the item(s) arrive in new condition (unworn, unwashed, and, if applicable, in the original packaging). Shipping fees are non-refundable. 

If you'd like to return your recently ordered Kurzgesagt product for a refund, please contact us. We can provide additional information on this process. 

Please let us know as soon as you notice the wrong item. To speed up the process, please include your order number which can be found in your order confirmation email or listed on the packing slip. Let us know which item(s) you expected to receive and please describe or send pictures of the wrong item(s).

We can set up a reshipment with the correct item, so you will not have to reorder. If you placed an order to a US address we will be able to send a pre-paid return shipping label for the wrong item to your email address, and then the package can be dropped off at a UPS location.

If we no longer have the correct item available in our warehouse, we'll provide a refund of the purchase price you paid for the missing item. 

Please know that if your order contains posters and non-poster items, you will receive two separate packages (and a separate shipping confirmation email for each part of your shipment). Sometimes there is a short delay between when each part of your order ships, but everything should ship within 3-5 business days of when you placed your order.

If you received all shipments for your order but there are still any items missing, please reach out to our team and let us know what item(s) you didn't receive. As long as we have the item available in our warehouse, we'll reship it for you. If we have no more, we'll provide a refund of the purchase price you paid for the item. 

Let us know if an item you ordered arrived damaged or was defective. Please also include photos of the damage or defect - this can help us prevent it from happening to your next shipment and other future orders for the same item(s). 

We can provide a reshipment of the item(s) as long as they are still available in our warehouse. If we no longer have the item(s), we can provide a refund of the purchase price you paid for the item(s). 

Please note we can only provide replacements or refunds up to 3 months after the original order date.

Get support