FAQ
got a question not here? feel free to contact me via e-mail nattie@ mallius.net with your order number & I'll try to get back to you right away!!!
1. How long do things take to ship?
- I ship from TORONTO, Canada using ChitChats, which connects to USPS, Canada Post & other international couriers.
- CANADA: standard lettermail is the default, which is a mailer popped in a red Canada Post letterbox! this will be the cheapest, but is UNTRACKED & is provided by default. I will not have access to any info after it's sent out! If you're concerned, please purchase tracked options.
- Tracked will be via ExpressPost (Priority) or Intelcom (Canadian courier) and will start at $10CAD and goes up depending on package weight.
- USA: I use ChitChats courier -> USPS, which means USPS delivery times +/- 1-2 business days. With the new tariffs in place, this can be further delayed depending on sudden changes!
- INTERNATIONAL: some countries (EU, UK, NZ, Australia, Japan) have access to low-cost tracked couriers like Asendia, ChitChats International Tracked, that uses the country's national mail to deliver the last leg of the mail. This is usually $10-20CAD.
- All other countries are sent with Canada Post Small Packet International, which is an economic but untracked option for packages. This is also $10-25CAD, and is usually the default option.
- You can request a quote (or look up one yourself on Canada Post) for tracked shipping, but international tracked from Canada is usually $50CAD+++ - if you're okay with that, I can make a custom shipping listing if you contact me directly!
- CANADA: standard lettermail is the default, which is a mailer popped in a red Canada Post letterbox! this will be the cheapest, but is UNTRACKED & is provided by default. I will not have access to any info after it's sent out! If you're concerned, please purchase tracked options.
2.Why is shipping so expensive?!
- Unfortunately, I don't make any money off shipping and oil/gas is just expensive nowadays!!! The shipping often includes tariffs (on all US orders) which have to be paid unless you want the item refused at the border :(
- Any overage from multiple shipping charges will be refunded once the label is printed & I can send you back the difference!! Sometimes tariffs and/or shipping is more expensive than expected - many countries have a threshold for packages over 1lb that makes postage jump in price.
3. I want a refund / I want to change my order!
- Sure! Just send me an e-mail and I'll get back to you! If the item has shipped already, I cannot refund but can usually work something out for a reship :(
4. How do I mark something as a gift?
- if you'd like to include a message or make sure i understand it's a gift, feel free to include it in the buyer's comments when you check out~
5. I'm not satisfied with my item / Something's broken!
- Oh no, I'm so sorry! :( I will always try to reship or replace broken items within a reasonable amount of time: please contact me with your order # and if possible, a picture of the damage!
6. My acrylic charm is dusty / scuffed / has bubbles!
- All acrylic charms come with a double-sided peel that you can remove! I keep it on to keep it shiny during shipping. If you have trouble with this peel, you can let me know in the buyer's comment and I can "pre-peel" it for you (lift it up but keep it on)!
- If the item is still scratched after removing the peel, please contact me & I'll replace it!
note: for holographic & epoxy (bubble/raised) charms, the peel is only on one side (the flat side)!