I placed an order before the shop closing, when can I expect my order?
All orders placed before the shop closing (Excluding Pre-orders) will be shipped out by January 12. Please contact me at firstname.lastname@example.org if your order hasn’t arrived within 3 weeks for North America, and 8 weeks for international.
I placed an order with "Mochie the Monstera Plush", when will it be shipped out?
Since Mochie the Monstera Plush is a Pre-order, our ETA for the shipment is Spring of 2022. You can expect your order (along with other items if applicable) to be shipped out as early as April and likely by the end of May.
Which countries do you ship to?
During these uncertain times, we are only accepting orders going to selected countries. We are hoping to resume more international shipping as soon as possible, but it is still to be determined.
Countries we are shipping to
- Faroe Island
- New Zeland
- Puerto Rico
- US Minor Outlying Islands
For shipping to Europe, please head over to our Etsy shop.
Where does your shop ship out from?
We are a local shop located in Toronto, Ontario, Canada!
Is there an option for pick up if I live in Toronto?
Unfortunately we are not available for local pick up.
When will my order arrive?
I ship out orders every Tuesday. If your order is placed by 12 pm EST on Monday, it’ll be shipped out the next day. Otherwise, it’ll be shipped out the following Tuesday. (If Monday is a public holiday in Canada, then orders will be shipped out on Wednesday instead)
Shipping time depends on your location. Here are some estimates:
- Canada: 5-8 business days
- United States: 4-12 business days
- Europe: 15-25 business days
- Asia Pacific: 20-30 business days
Most packages going to US has partial tracking. Learn more here about what each status means.
Orders containing Pre-order items:
Your entire order including the pre-order item will ship out when the pre-order item is ready.
I never received my shipment, what can I do?
If your shipment has gone missing during the delivery process, please email email@example.com along with your order number from the email used on the order. Every tracked package has insurance on it so we can arrange either:
A. Full refund after insurance claim has been approved (45 days after shipment date)
B. A replacement of the lost shipment after insurance claim has been approved (45 days after shipment date).
If your order doesn’t have a tracking number, please allow up to 3 weeks for delivery, then email me with your order number and email on the order.
The deadline for reporting lost shipment is 85 days from shipment date. Afterwards we won’t be able to replace or refund your order.
What's your return policy?
I will gladly accept returns or exchanges if you contact me within 7 days of your package’s delivery date. Items must be sent back and received by me within 30 days after its delivery in order to guarantee a refund or exchange.
Conditions of Return
The following items can’t be returned or exchanged
- Custom or personalized orders
- Digital downloads
- Items on sale
I provided an incorrect address, what can I do?
Please contact me at firstname.lastname@example.org as soon as possible!
If your order hasn’t been shipped out yet, the address can be easily changed.
If your order has already been shipped out, we’ll have to wait and see if it returns to me within two months. If it does, you may pay the shipping fee and a $10 processing fee to have it reshipped to the correct address. If it doesn’t make its way back, then unfortunately there’s nothing I can do.
What kind of shipping do you offer?
- Letter mail without tracking for all flat items such as prints, stickers, and notepads.
- Parcel with Tracking for bulky items such as poster, wide washi tapes, pin bundles.
- I ship via Chit Chat which is a service that partners with USPS and UPS for delivery. All US orders are tracked.
- I ship via Chit Chat and they partner with Asendia and DHL to deliver your packages. Sometimes your package will also be handed to your local mailing service for delivery. All International orders are tracked. You will be responsible for any taxes and duty as the package goes through customs for your country.
Do I need to pay customs for international orders?
Where can I find your products in-person?
You can find the list of shops here.
Do you do commissioned work?
Yes. Email me at email@example.com.
The item I want is out of stock. Can I be notified once it's in stock again?
Please subscribe to my mailing list! I send out product updates monthly with notifications for restocks on popular items.