Current processing time is 1-3 weeks. Processing time does not include shipping time and is just the time it takes for the order to be packaged and shipped out. Estimated delivery dates are not guaranteed please be sure to keep an eye on your tracking. Thank you for your patience and understanding!

Please read the full FAQ page before sending me an email regarding the status of your order. Please check shipping information page for questions regarding shipping

Restocks: If a product is sold out, don't worry! Once an item is sold out I work on restocking them right away. Check the shop status page for updates on restocks.

FAQ:

What does 'processing time' mean?: The processing time is the time it takes for your item to be made, quality checked, prepared, packaged, and then shipped out. This time does not include the time it takes the item to be shipped as that varies per location.

Where is my pre-order?: If you have ordered a pre-order product this means that you are aware of the longer processing time for the product. Depending on the item the processing times can be from 1-4 months long. The estimated delivery date provided at checkout and in your confirmation email does not apply to pre-orders. You will receive an email with your tracking information once your order has been sent out. Sign up for the email list or check out the shop status page for pre-order updates.

Can I cancel my order?: You can cancel your order up until it has been shipped. Once shipped we cannot do any cancellations or refunds. If you have placed an apparel order and it does not fit we can do returns and exchanges. All orders that have to be returned will have to pay a $10-$15 CAD shipment return fee for postage.

What is lettermail shipping?: Lettermail shipping is our free shipping option for small items being shipped in Canada. Lettermail shipping does not come tracked and has a longer shipping time. If you want tracked shipping and a guaranteed delivery timeframe please choose the standard shipping option at checkout.

How do I qualify for lettermail shipping?: To get your package shipped by lettermail your order has to be shipping within Canada, be under 100 grams, and be less than 0.8cm in height. The items that currently qualify for lettermail are: switch dock covers, phone grips, thumbgrips, magnets and stickers. 

When is this product back in stock/restock date?: The next current restock date will be shown on the shop status page which can be found on the banner on the home page. Apparel, deskmats, and 3D printed gaming accessories restock every couple months. The products and quantities available will change per restock. There is no guarantee all items will be restocked and some items might become discontinued without notice.

Can you make this item?: I don't take custom orders. 

What does 'made to order' mean?: If a product indicates in the item description that it is 'made to order', this means that I make the item as the order comes in. The item is not made beforehand which normally means it will require a longer processing time to get the item made and then shipped out. 

If these did not answer your questions then please email me at [email protected]

Processing Time: All my products are made to order and will require a minimum of 1-2 weeks processing time before shipment. Processing can sometimes take up to 4 weeks or more depending on order volume.

Shipping FAQ:

Why has my package not arrived at the postal facility yet?: Packages are sent to the postal facility via courier. Once the courier has picked up the packages they can take 1-3 business days to arrive and be scanned in. Couriers and postal services do not run on weekends or Canadian holidays.

I haven't received my shipment email: Once your order has been shipped out you will receive an email with your tracking number. Please refer to the processing time of your order and items for more information on when your order will be shipping out.

How long does shipping take?: After reaching the postal facility shipping within the U.S and Canada normally takes 1-2 weeks but can sometimes take up to 15 business days. This is an estimate and not a guarantee. Please note, that we are not responsible for shipping delays.

Why has my package has been sitting in one spot for a long time?: I ship from Toronto Canada, which means U.S/International orders must go through customs before being passed off to USPS or Asendia. This process normally takes 3-7 business days but can take longer during the holidays. If tracking does not show up with USPS tracking please check ChitChats tracking to see the location.

How long do orders being shipped outside North America take?: Orders being shipped outside North America can take from 1-2 months to arrive. The customs checks for International orders depending on the location and their shipping laws can take 1-3 weeks. For more up to date information on international orders once passed through customs please check Asendia’s tracking page and input your tracking number.

Do I have to pay duties/customs?: If your order is being sent outside of Canada then you may have to pay import fees, customs, duties, or taxes. European orders must pay a VAT to enter the country, so please be prepared. If these charges occur they are your responsibility to pay.

My shipment was delivered, where is it?: You are responsible for keeping track of your shipment and delivery. Sometimes the local post office will hold onto a package for 2 weeks after a failed delivery. After 2 weeks the post office will either return or dispose of your package. The tracking page for your shipment will have all the information about your delivery. If you have a problem please contact your local post office.

My package was stolen: Due to scammers we cannot provide any refunds or replacements for stolen items. If an item has been marked as delivered by the postal service provider then we are unable to get the funds back from insurance. If this does happen please contact your local post office or your mail person to let them know about the situation.

My package was lost: If your package has been lost this will be indicated by the postal service in your tracking updates. A package is considered lost if it has not had any movement/scans in tracking for more than 18 business days. If this occurs please contact me and I will contact insurance to get your order refunded or replaced.

Why is my shipment/customs taking longer than indicated?: International deliveries during the holidays will be slower due to COVID, customs, and USPS services so please account for this delay when placing an international order during the holiday season.

What postal service are orders sent through?: ChitChats is the shipping provider I use to ship out my packages - use ChitChats tracking as the preferred method of tracking. Packages are then handed off to Canada Post in Canada, USPS in the United States and Asendia for outside North America.

Can I change my shipping address?: Please always make sure to double check your shipping address before checkout. Contact me ASAP (preferably within 24-48 hours) if you need to change your shipping address. I cannot provide a guarantee that I can change your shipping address as sometimes packages get sent out immediately after receiving the order. If you have received your tracking number then your address can no longer be changed. If a package is sent to the wrong address due to this please contact your local post office to have them hold your package for you or reroute your delivery. 

Do you have more information about my package tracking/delivery?: After a package has been handed off to a carrier I have no control over the package, its location, the time it takes, etc. I do not have any more additional information than the tracking page provides and only the postal service can help you after this point.

For more up to date information on orders going to the United States after crossing the border please check the USPS tracking page and input your tracking number

Locations I ship to:

• Canada
• United States
• Australia
• New Zealand
• United Kingdom

I am working on providing other shipping locations but for all EU orders please check out my Etsy! 

Product Care FAQ:

How do I clean my deskmat?: To clean the deskmats I recommend rubbing a bit of stain remover in any problem areas. Then put your deskmat in the washer on a cold delicates/gentle cycle with a touch of detergent. Let your mat air dry and it will look as good as new!

Helpful tips for deskmat maintenance: I recommend using a lint roller on the mat for daily dust, debris, and crumbs. Clean up spills immediately, the mat is spill resistant but if left it could leave a stain or mark.

Coaster care: The coasters are not dishwasher safe but are easily cleaned with soap and lukewarm water. Clean gently with soap on the soft side of the sponge or with your hands. Rinse under water and pat dry.

Embroidered Apparel care: To keep size and softness wash sweaters and t-shirts on a cold gentle/delicate cycle and hang to dry. Do not wash sweaters inside out to keep the inside fluffy and soft. 

Screen printed apparel care: Wash screen printed apparel (Cherry Blossom Hoodies) 'inside out' if you would like to preserve the longevity of the print - wash 'outside in' if you would like the preserve the longevity of the interior fleece. Note: I have washed my CB sweater 'outside in' for years to keep the softness of the fleece and the print has remained intact and vibrant.

3D Printed Products:
Some products are 3D printed and hand painted, please understand they may have small imperfections. Some layer lines will be visible and is normal and expected. Layer lines are not considered a defect. If you do have a problem with your order please don't hesitate to send me an email at [email protected]

Returns and Refunds:

• An order may be cancelled and refunded up until the moment it ships
• I do not do returns or refunds after an order has been shipped
• Exceptions are made for apparel orders for returns and exchanges
• I do not do refunds for lost or stolen mail/packages - but please send me an email if this does occur 
• I do make exceptions for refunds on orders that have arrived broken or incorrect deliveries.

If you have any questions about your order please send me a message and I would be happy to answer any questions you might have!