SHIPPING
Please note that once your order is shipped out, any issues with the shipping services are out of our hands.
We do not not have more information than the tracking number provided!
Do you ship in my country?
This is a list of countries where we ship from Montréal, Canada:
Australia, Austria, Belarus, Belgium, Brazil, Bulgaria, Canada, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Great Britain, Greece, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Italy, Japan, Lebanon, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Russian Federation, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, USA, Venezuela
Has my order been shipped yet ?
When we ship your order, Etsy sends you an email with the tracking number we provide and the estimated delivery date. It is also noted as sent on your Etsy account.
If you did not receive any email, or your order is not noted as sent on Etsy, then it's still in the packing process.
How long does it take for my order to be shipped?
Please note that we are a small business run by two people.
The packing process time is currently around 7-10 days, but can be lower or higher depending on the number of orders. It is noted on each listing so you can estimate the delivery date even before placing the order.
How long does it take for a pre-order to be shipped?
Pre-order items' stock is produced when the pre-orders' batch is closed.
The production takes about 4-5 weeks. (8 weeks for pins)
If your order contains a pre-ordered item, then the whole order will be shipped when we receive the pre-ordered item's stock.
Should there be any production delays, we will communicate about it on our Instagram
The estimated shipping date has passed and my order hasn't been shipped, what's happening?
We are dependent of our manufacturer's work. Sometimes holidays, production errors, high increase in orders can happen and lead to important delays that we can't control.
Please check out our Instagram where we post regular stock, delays and production updates.
The estimated delivery date has passed and my order hasn't arrived yet, what's happening?
Etsy gives you an estimated delivery date based on the day that you place your order and our processing time; but it doesn't fully take account of the delivery delays.
These are the usual delivery delays:
- Canada : 2-8 days
- International : 5-22 days
If your order is still in transit, then we recommend to wait a few days until the delivery delays have passed.
Please contact us only AFTER these delays.
How does the tracking work?
The shipping company we use is Chit Chats, from Montréal, Canada.
It also works with USPS for US orders. They provide a tracking number for each stamp we order, then we send it to you when the order is shipped.
You can find it in the email sent by Etsy, or on your Etsy account.
Altough, we do not recommend checking the tracking through Etsy because it often does not match the real location.
You can track it directly on Chit Chats's website.
My tracking is not working / has not been updated / is showing strange information
The shipping services sometimes:
- Takes a lot of time to scan the tracking
- Scans it only when it gets in your country
- Does not scan it at all
- Has bugs that shows wrong locations
- Says the parcel was delivered but it wasn't
We recommend checking it from time to time. Don't panic if it doesn't seem to be working, even after a few days / weeks.
If you need more information, please check this page.
I believe my order is lost, what can I do?
Please consider your order lost only after you checked the estimated delivery date, shipping delays, and tracking number.
If you need more information about delayed shipments, please check this page.
If it is confirmed to be lost, then you can contact Etsy through their Buyer's Protection Service, they might offer a refund.
Why did my item arrive damaged?
There's could be several possibilities :
- You have an acrylic item and you did not remove the plastic protection.
- The item was damaged during the transportation, in that case please reach out to Etsy through their buyer's protection service.
- The item has a production defect.
In that case, please send us a message.
I got the wrong item / an item is missing, what should I do?
Oops, mistakes happen!
Please send us a message with as much proof as you can, and we will either propose a refund or a replacement depending on our stock.
