I've got some general information for you all below. I hope it answers your questions! If your question isn't here, please contact me using the Contact form or send me a DM on Instagram.
Please be aware I will only DM you from my Instagram account at @bwanstudio or from my email email@example.com. If you receive messages or emails from anything other than the two I mentioned, it is likely a scammer.
Where are you located?
I ship from the aloha state of Hawaii, United States. My postal carrier of choice is USPS.
What countries do you ship to?
I currently ship to the United States, Canada, Australia, and Asia only.
I'm so sorry if you live in other countries that are not listed above. Exorbitant shipping prices and COVID-19 disruptions currently prevent me from shipping to your country. If anything changes, I will announce on social media.
I am confused about the shipping options.
Untracked Letter Mail - This is for orders with only stickers and/or sticker sheets. Because it's flat, it's eligible for the basic letter mail postage cost. This option does not include tracking.
Tracked Package - This is for orders with non-flat items such as keychains and/or washi tape. If your order only has those items, or your order also includes stickers or sticker sheets, you can choose this option. This option includes tracking.
How long is the processing time?
My current processing time is 7 business days. I'll try my best so this could be less! I will let you know by email once your order has been shipped.
When will I get my goodies?
For domestic mail within the United States, you will typically receive it within 3-5 business days.
For international orders, please expect at least 4 weeks or more.
Please keep in mind that these are just estimates. Shipping may be delayed with the holiday season upon us, the COVID-19 pandemic as well as possible employee shortage. I'm not responsible for such delays or lost mail during shipment.
I ordered the wrong item. What should I do?
If I didn't pack/ship your order yet, I may still be able to help you! Please email me with your order number and order name as soon as possible using the contact form or DM me on Instagram.
What is your lost mail policy?
To minimize the chance of lost mail, please ensure your shipping address and name are typed correctly on your order at the time of checkout.
Once your package is dropped off and shipped out from USPS, it is out of my hands. There is a chance it might just be extra delayed. If you haven't received your package and it's way past the delivery estimates listed above, please inquire with USPS for assistance. I'm not responsible for such delays or lost mail during shipment.
What is your return policy?
All orders are final after checkout. Due to limited inventory and logistics, I currently DO NOT accept returns, exchanges, or cancellations (there is a rare exception of refund of products that become sold out after you place your order; see details below regarding sold-out products).
If you have any questions about a product, please don't hesitate to contact me using the contact form or DM me on Instagram.
Why did a product I purchased sell out?
Unfortunately due to my current circumstances, shop inventory is tracked manually and I may not always be able to update a product status to "Sold Out" in time. This means that it is possible to complete and pay for an order even if a product is sold out. If this happens, I will cancel and refund the full amount to you.
With that said, I will definitely try my best to update the products' availability to minimize the chances of this happening. Thank you for your understanding!
The package returned to sender.
If your package returns to me, this is due to an incorrect delivery address. I will get in touch with you by email to confirm your address. I will prioritize your re-shipment in my processing of orders but please note there will be an additional shipping charge to re-ship your package to you.
Please be sure to double-check that your address and name are correct on your order at the time of checkout.
Do I need to pay for customs, duties, taxes, etc.?
For countries other than the United States, you may be charged customs or an import tax. These policies vary by country and the buyer/recipient will be responsible for paying such charges. Please inquire with your local customs or postal office for more information.