Frequently Asked Questions
Orders
What is the return/refund policy?
If items are damaged in transit and you have confirmed you've taken off the protective film first, please contact us.
We do not offer cancellations, refunds, or returns.
My charms/standee arrived damaged. What can I do?
If your products seem to have scratch marks on them when they arrive, please make sure you’ve taken off the protective film! However, if there are issues with visible marks/cracks on the product itself incurred through transit, please send us a message with photo evidence of the damage and your order number.
What can we expect from pre-ordered items?
We hold the entire shipment until all items are available to be shipped. Because of this, if your order includes a pre-order item, it will take longer than average to ship.
If you would like us to ship your pre-ordered items separately, please indicate with a note on your order.
Can you sign or personalize an item in my order?
Unfortunately, no. The artist lives in a different area than the fulfillment center.
Where is the store based?
This shop is managed by White Squirrel, out of Everett, Washington, in the United States.
Shipping
Do you ship internationally?
Yes we do! Please be advised that shipping costs are considerably higher, and unfortunately that is beyond our control.
How do you determine shipping charges?
We ship through the United States Postal Service, UPS, and DHL
Express. Shipping costs are calculated automatically based on the weight
and size of the package, and the destination.
International shipping estimates can be exceptionally high, so if you
are charged a higher rate than the actual cost, we will let you know.
International shipments may incur customs charges from your home
country, we are not responsible for the payment of these charges.
How long will it take to receive my order?
Our goal is to ship your order to you within a week of when you placed it.
Sometimes, like when we launch a new product or open the
store, we get a higher than usual volume of orders. We're working as
fast as we can to get the shipments out, and we appreciate your
patience.
All orders will be sent with tracking numbers and you should receive
an email from the shop with that info as soon as your item ships.
Once shipped, most domestic orders take anywhere from 2 to 10
business days to arrive depending on the efficiency of your local postal
service. International shipping delivery times may vary between 2 and
12 weeks.
Do I have to pay duty or import charges?
All orders placed by customers outside the USA may have to pay
additional fees when your order is imported into your country. This is
the responsibility of you, the customer, not the artist nor fulfillment
company.
Will I be charged Sales Tax or VAT?
If you are located within the US, you may have to pay Sales Tax at the time of purchase, depending on which state you live in.
If you are located within the United Kingdom, you will have to pay VAT at the time of purchase.
If you are located within the European Union, you may have to pay VAT
at the time of importation, as determined by your local customs
authority. By placing an order on this store, you agree that you are
responsible for these charges.