Our current processing time for orders is 1-2 weeks from the time an order is placed. Processing time refers to the window of time in which your order is being prepared.

After your order has been packed, it will be shipped via USPS. You will receive a tracking number in your e-mail. Once shipped, orders will arrive within 1-2 weeks domestically. International shipping varies greatly depending on customs clearances and other factors.

Any excessive delays due to weather or emergencies will be communicated.

Preorder items can take at least 3-4 months to finish production. This can take longer depending on shipping, holidays, or other factors.

Preordering guarantees you an item once production is completed. The funds raised from preorders are used to fund the bulk production. The manufacturing process and overseas shipping can take several months. Updates will be posted via our Preorder Status page.

Please refer to our Refund Policy. If your order has not been processed yet, we can cancel and refund your cart. Once an order has shipped, we can no longer cancel your transaction.

Please contact us if you have a problem with your order, and we will do our best to help you!

If you have any problems with your order, please contact us as soon as possible. To get the quickest resolution, please include your full name and order number, as well as a brief description of what happened.

We will gladly work with your to rectify your order, whether that be through a refund or a replacement.

Multiple factors may contribute to why an item would arrive damaged, whether it be rough shipping or an existing defect that slipped through quality control. If you believe you have received a faulty product, contact us immediately.

If your acrylic charm has arrived scuffed...

• Acrylic charms are laser-cut from larger sheets of acrylic. To protect the charm during this process, they are coated with a protective film. We leave this coating on to ensure further protection during transit.
• To remove the film, gently scratch the edge of the charm and peel back the film.

Regarding other cosmetic defects...

• All products are graded before listing. We grade products based on several factors.
• We do not count minor cosmetic flaws as defects (such as loose thread tails on plushes or tiny scuffs on enamel pins.) Many of our products are handmade, and thus minor flaws are just part of the process. In order to reduce waste, minor cosmetic flaws are not counted negatively towards grading.

Regarding B-grade or "seconds" products...

• B-grade products are products that do not meet our quality standards. These include large cosmetic defects (misprints, ink smears, etc) or significant scratches or bubbles.
• These products are still perfectly usable. They are often sold at a discount during lucky bag events so they are not wasted.
• Any product that features significant structural flaws that prevent it from being used will not be sold to customers.

All orders include a tracking number in order to track each shipment. Once we drop off an order, the packages are out of control. However, the tracking number and provided shipping insurance add an extra layer of protection for your order.

If your order was marked delivered but never arrived...

• Check with housemates and neighbors to see if someone mistakenly picked up your packages.
• Wait 1-2 days for the order to be delivered. Some postal workers may prematurely mark orders as delivered.
• If your order is still missing, contact your local post office to file a claim.
• If the post office cannot locate your order, please contact us via e-mail for further assistance.

If your tracking number hasn't updated...

• Shipping labels are often printed during the processing period. Once the labels have been printed, they are usually dropped off 2-3 days afterwards.
• If a tracking number suddenly pauses mid-transit, it could be due to issues with the USPS.
• If a tracking number stops updating for several weeks, please reach out to us and we will assist you further.
• International orders may be delayed for several weeks during the customs inspection process.

Due to the uncertainty of importing and exporting, international shipping is not currently available.

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