Don't find the answer to your question? Please communicate with firstname.lastname@example.org.
Where is your warehouse located?
Most of our orders are shipped from Texas. Our small prints are sent from Pennsylvania.
Why do you charge processing and handling fees?
These are fees charged to us by our warehouse for packing and shipping orders. If we build these fees into the cost of the item, it takes money away from the creators.
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 cannot ship priority mail packages to Australia. All small prints will be shipped First Class International to that country. Service to New Zealand has resumed.
- 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.
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.
If you have placed your order and you have discovered an error, please contact email@example.com as soon as possible so we can try to intercept and fix it.
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 you accept purchase orders?
If you are a school or a business looking to purchase stock, please write to us directly at firstname.lastname@example.org.
Do the artist get compensation for the items you sell?
Absolutely! The artists get the lion's share of the profits on each items, and all the items are released with their approval and designed with love.
Will you do pre-orders for books that are crowdfunded by Hiveworks creators?
If the creator requests it, yes.