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F.A.Q. & Policies
✦ Where do you ship from?
Orders are packaged and shipped from Arizona!
✦ Do you ship orders outside of the US?
✦ When will sold out products be restocked?
Out of stock orders will typically be restocked within a 1-3 month timeframe depending on the item type and the demand for it. If an item is listed with [RETIRING] in its title, the product will no longer be restocked after it has been sold out.
✦ Why does my acrylic charm look flaky around the edges?
By default, all standard acrylic charms will come with a protective film on each side. Charms with epoxy coating will not have this film. We do not remove the film so that the acrylic is protected during transit, and can be optional to remove if the customer desires. This film can be removed by gently scraping the edges of the top of the surface or wherever a gap or bubble in the film is visible.
✦ What is the difference between A Grade and B Grade?
A Grades will be the best of the batch, and reflect the true final product we had in mind. Some A grades may have small, minor flaws that may not be so visible unless closely inspected. Minor defects are limited to just small scratches or specks of dust or dirt.
B Grades will still be of similar quality, but with more noticeable defects, including one or more of the following:
- More obvious dust or dirt
- Large scratches or scuffs
- Size inaccuracies
- Misaligned printing
- More noticeable color inaccuracies
- (For prints) White borders around the edges, misaligned printing
Despite any minor or major flaws, all of my products are still fully functional and are able to be displayed anywhere you please.
All sales are final with both A Grade and B Grade products.
✦ What is your processing time?
In-stock items will be shipped out within 3-5 business days after purchase. Typically, mail will be dropped off on Tuesdays and Fridays. Please keep in mind that there may be some delays if we happen to receive an influx of orders.
✦ I'd like to make a change to my order / shipping address.
Please contact us ASAP with your order number for any changes you'd like us to make to your order. Note that not all changes may be not be guaranteed, and we cannot make changes to your order after it has shipped.
✦ When will pre-orders ship?
Preorders will not ship right away due to the timeframe it takes between preorder periods, item production, and for the items to be shipped to me. Depending on the type of product, it may take shorter or longer periods of time before the item can make its way to you. Please keep this in mind before ordering an item listed as a pre-order. For pre-order shipment estimates, check the descriptions under the specified product listings.
If you want further information on status updates for preorder items, stay tuned to our socials (@cookietanukiart) for story or post updates!
✦ What if I purchase something that is in stock and on pre-order at the same time?
Orders that are placed with both available and preorder items will be shipped when the preorder items come in stock to save you on shipping costs. If you want to receive a product that is currently in stock sooner, you will need to make separate transactions for both the available and pre-order items.
✦ Can I cancel my order?
If you need to cancel your order, please contact us ASAP with your order number. Unfortunately, I will not be able to cancel your order if it has already been shipped out.
For preorders, you may cancel your order at any time before the preorder period ends. After the preorder period ends, order cancelations will no longer be permitted.
✦ How are orders prepared and shipped?
Items are packaged using recyclable paper bags and sealed in either a flat paper mailer or plastic bubble mailer depending on its contents. We package each order with utmost care to ensure that items arrive safely to their destinations. For that reason, we provide tracking for packages to be tracked during their journey and ensure their timely arrival to their destinations. All orders are shipped via USPS, and are handled by local postal services when they leave the country.
Domestic (USA): 2-7 Business days
International: 2-6 weeks
✦ My tracking hasn't updated, what should I do?
Your tracking may take from 24 to 48 hours or longer to process after recieving your number in an email. We ask for your patience during that time for it to update!
For packages that are marked as "in transit" on tracking, please allow for a 5 week time period for the tracking to arrive to your destination.
⋆ Tracking is based on the mailing couriers you select at checkout. If your package exits the United States, I will no longer be able to access its information nor obtain information of its whereabouts. I am not responsible for any missing packages that are lost in transit. If your package goes missing, please reach out to your postal carrier. You can reach out to me if any further issues arise.
✦ My package hasn't shown up, what should I do?
Please allow up to 30 business days for a package to reach its destination if you're located in the US. If you are located outside of the US, please allow up to 60 business days for a package to reach its destination. We are not responsible for any packages that are lost in transit after being confirmed by the courier that the package was delivered. If you are encountering any delivery issues, we ask that you get in contact with your local courier to see if they can provide any information for you, or file a missing package report on USPS's website (or your local courier if you are out of the country). If you need further help or assistance, please don't hesitate to contact us.
All sales are final. There will be no exchanges unless you have recieved the wrong product. We will not be providing any returns unless there are major issues with your order, such as a product damage or a faulty product. If your package arrives damaged, this would have likely been caused by the mailing courier itself. Please contact your local postal office that delivered you the product if this occurs. Replacements and all other product concerns can be discussed through email with photo proof if necessary.
Customers are held responsible for correctly inputting information for addresses and contacts. When writing in your mailing information, please double check your name, address, email, and phone number to see if it is correct. We will not be responsible for mailing packages with incorrect mailing information.
Please note that depending on where you are located, you may need to pay additional VAT/custom fees for shipping. We are not held accountable for paying off these fees.
Don't see your question here or want to get in contact with us?
I'm always happy to answer any questions or concerns you have! Feel free to contact or email me at cookietanukistudios@gmail.com. I will respond to all messages within 48 hours.
Socials:
@cookietanukiart / Twitter and Instagram