Frequently asked questions
When do you ship orders?
If the items in your order are available and in-stock I do my best to ship once a week on Mondays for US bound orders, and Tuesdays for Canadian addresses. If there is a holiday I will ship the following Friday. All pre-order items will have an estimated shipment date in their product pages. Due to the COVID-19 virus, shipment may take longer than usual.
Do you offer international shipping?
I am only offering shipping to select East and South East Asian countries at this time. Due to a number of lost packages there will only be EMS shipping available. If you'd like to upgrade to DHL please send me a message.
I'm an international customer and my order has been cancelled. Why?
This is likely due to your address being typed with non-romanized letters. Unfortunately when purchasing shipping labels the system cannot process a non-roman alphabet. I ask that you fill out your address with the roman alphabet only (ex. if your address is in Sapporo, Japan please fill it out as "Sapporo-Shi" rather than 札幌市). I'm sorry for this inconvenience.
How long will my order take to arrive?
Orders within Canada and the US can take between 7-10 business days to arrive. International orders are expected to arrive within 7-21 business days.
Due to the COVID-19 pandemic all orders including express and priority options are anticipated to have delays. All tracked shipments have insurance in the case of unforeseen circumstances.
I was charged a very expensive customs fee. Can you mark my packages at a lower price?
No. Please be aware that your item may be held at customs for inspection, delaying the delivery time, and you may be charged a customs fee or import tax or similar. Unfortunately, there is nothing I can do about customs clearance - customs rules make the importer (the buyer - you!) responsible for these fees.
Do accept returns or exchanges?
No, I do not accept returns or exchanges unless the product has arrived damaged. Please send a photo if this occurs so we may resolve the issue.
My product came in damaged.
If the product is a keychain/charm and appears blurry or scratched, try to remove the protective seal over the product first. In most cases, my acrylic charms have a protective sticker on them. If the product issues are something else, please send me a photo of the damages. If the damages on the product due to weathering conditions (ex. you have left for vacation and cannot retrieve the package for a number of days) it is out of my hands. If it was due to a faulty packaging issue on my part I will happily resend the product (if it applies) or give a refund.