Below, you will find the most common questions regarding Hivemill and crowdfunding campaigns run by Hiveworks. Can't find the answer to your question? Please fill out this contact form so we can further assist you.
Questions about Hivemill
Where is your warehouse located?
Most of our orders are shipped from Austin, Texas. Our small prints and some items are sent from Mechanicsburg, Pennsylvania. We do not have any overseas warehouses at this time.
Do you ship internationally?
We do with a few exceptions:
- Due to the changes in VAT, we can no longer ship physical items to the United Kingdom.
- Due to changes in EU regulations, we can no longer ship our plush toys to any EU country.
- Due to USPS restrictions, we currently are not shipping small prints to Russia.
Please expect a longer delay for international orders due to the COVID-19 pandemic. Once an order has left the warehouse, it is out of our hands.
Speaking of international orders, I was charged custom fees / duties fees / VAT! Is there anything I can do to avoid paying those?
Unfortunately, the application of duty or border fees is something that is completely out of our control. The amount of the tax, as well as its application, varies accordingly to the laws of each country. The only thing we can do to help is to provide accurate value and item information for a package for the receiving party. Typically, the more valuable the shipment, the higher the tax rate. Not all shipments are taxed. It really varies country per country. Check your national post information for more details.
As of July 1, 2021, EU customers are now responsible for paying their own VAT charges. You will be asked to pay this by your local delivery service before receiving your order.
We will not falsify customs documents, as that is illegal.
I made a mistake! Can I cancel or remove something from my order?
If an item is in stock, it will usually go into fulfillment within a few hours. Once it is in fulfillment, we are unable to cancel an order as our warehouse will not permit it. If you have purchased a made-to-order item, you have a bit more leeway as to make changes to your order.
Can I add to my order?
Our system will not allow us to add to an order. This is for your financial protection. If you wish to add items to an order, as long as it's not in fulfillment, we will be happy to cancel the order so you can do this.
Help! My package is lost!
Once your package leaves our warehouse, we know as much as you do about its delivery. If a package is delayed internationally, it is most likely stuck in customs. Customers have 90 days from when the package was sent to report a lost package. We will either offer a refund or to resend the package.
Has my package been sent? I can't find my order number
Make sure to check your spam folder, as these notifications easily fall into there. All of our packages shipped from our Texas warehouse are either sent DHL or UPS. Packages sent via DHL are usually delivered by your local carrier. All of our packages shipped from Pennsylvania are sent via USPS.
If you are having issues tracking a DHL-sent package, please go to this website and enter the tracking number there.
What is your return/exchange policy?
If an error has been made by our warehouse or your package has been damaged, we are happy to do an exchange for you. Otherwise, all print-on-demand items such as clothing items and prints are made-to-order and cannot be exchanged, so please double check before you place your order to make sure you have the correct size or item. Our t-shirt sizes can be found here.
Customers have 90 days from when the package was sent to report a damaged or incorrect order.
How will my items be packaged?
Posters and books are shipped separately in special boxes, designed to protect your order. Flexible items, such as T-shirts and plushes, will be send in polymailers. You might get more than one package depending on the items you ordered and where they are shipped from.
What are your shirt sizes?
You can find all of our shirt sizes here.
Do the artist get compensation for the items you sell?
Absolutely! The artists get the lion's share of the profits on each item, and all the items are released with their approval and designed with love. In addition, if you tip an artist, that money goes to the artist. If more than one artist is in an order with a tip, the tip is split evenly.
Questions about Hiveworks crowdfunding
I backed a book but need to change my address before it ships. How do I do that?
You can log into your Hivemill account using the email you made to create the order. If you do not have an account, you can create one using that email.
How do I get updates about the campaign I backed?
You must remain subscribed to Hiveworks marketing emails, as we use this same system to update backers. If you unsubscribe from all Hiveworks emails, you will not receive backer updates.
Will you do pre-orders for books that are crowdfunded by Hiveworks creators?
If the creator requests it, yes.