Frequently Asked Questions
What is this store's return and exchange policy?
If the item you purchased arrives broken or damaged, please contact us.
We do not offer cancellations, refunds, or returns.
How do you handle pre-orders?
We hold the entire shipment until all items are available to be shipped. If you would like us to ship your pre-ordered items separately, please let us know with a note on your order.
Do you accept orders placed outside of the U.S.?
Yes we do! Please be advised that shipping costs are considerably higher, and unfortunately that is beyond our control.
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.
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.
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.
Can you sign or personalize an item in my order?
Unfortunately, no. The artist lives in a different area than the fulfillment center. Very few items are marked as Signed by the artist, and those are not personalized.
Where is the store based?
This shop is managed by White Squirrel, out of Everett, Washington, in the United States.
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.
I see a Patreon section.. what is that?
We offer a secret section for Patreon supporters. These listings are reserved for Patreon supporters only. They have access to first dibs on merchandise, previous Patreon-only enamel pins, and more. We monitor Patreon listings orders closely and will cancel and refund orders that are placed by non Patreon users. If you would like access, please consider supporting! :) http://patreon.com/naomiromero