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FAQ

Welcome to my online store! I run this by myself, so to keep things manageable I only open once a month and cap the number of orders I take. If you have any questions or comments, you can reach me at genicecreams@gmail.com!

I generally respond within 1-2 business days, so if you haven't heard back from me, please feel free to follow up with another email, or through my Twitter or Instagram DMs.

 

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When do you open your store?

I usually open my merch store for a week around the middle or end of the month! You can find me on Twitter for the latest updates.

I tried to check out some items, but there are no available shipping options?

This might be because some items in your cart are incompatible with each other! 11x17 prints can only be shipped in tubes, and there are a number of items that can only be shipped in envelopes or small packets (eg. books, acrylic standees, certain acrylic charms). If this is your situation, you’ll need to purchase some items separately.

The item I want is out of stock! Will you be restocking it?

Most likely, but it depends on the item! Your best bet is to check my Twitter for updates. If there is a discontinued item that you’d really like to get, let me know about it! If there is enough demand, I can consider bringing it back.

I’ve placed my order- when will it arrive to me?

I don't begin packing orders until I’ve closed my store, and from there it can take anywhere from 1-7 days to process the orders I receive. Once I’ve dropped things off to the mail carrier, shipping takes around 1-3 weeks depending on your location and other external conditions. If an order hasn’t arrived in over 2 months, it unfortunately may be lost.

What is your policy for lost mail?

Once an order is shipped, it's out of my hands and I unfortunately do not offer refunds. If losing mail is a concern for you, I recommend picking a shipping option that includes tracking.

 

What is your policy for returned mail?

If a shipped order bounces back to me, I will contact the customer about it! Usually, I’ll offer to either resend the order for a fee, or refund the cost of the items in the order. In the rare cases that returned mail is a result of an error on my part, I will cover the re-shipping costs.

 

I got my order, but things are missing/incorrect/damaged…

I’m so sorry to hear that! Please contact me at genicecreams@gmail.com with your order number to sort things out. If I have not responded in 48 hours, feel free to follow up through Twitter or Instagram DMs.

 

Do you do exchanges or refunds?

Generally, no.

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