FAQ

 

What is a pre-order?

Pre-ordering a product refers to when you purchase a product before it has been produced. Once the pre-order period is over, production for the product will begin.

For more information, please view the pre-order policy (bottom of page).

When will I receive my order?

Processing time (the time it takes us to prepare your order and ship it) is currently 3-7 days for in-stock items. Please refer to the pre-order policy (bottom of page) for orders containing pre-ordered items.

Once your order has been dropped off at the post office, please allow 5-10 days for your package to arrive (US-based customers).

International orders have an estimate delivery time of 10-30 days. This varies based on location.

My order is lost. What do I do?

We are not responsible for lost, held, or stolen packages. If you believe your package has been lost, please contact your local post office or contact USPS.

For international orders, please contact your local customs office.

Once your package arrives at the post office, we are not responsible for them. By placing your order, you are agreeing to allow us to use USPS as a shipping service to ship your package, thereby giving them the responsibility to deliver it.

Tracking says "Delivered", but I can't find my package.

In the event your tracking status says "Delivered", but you have not received your package, please visit your local post office or contact USPS.

For international orders, please contact your local customs office.

My package has been returned to sender. What do I do?

Please make sure you are submitting a legitimate address for your order to be delivered to. If USPS fails to deliver your package and it's sent back to us, you will have to pay an additional shipping fee in order for us to resend your package to a new address.

Do you accept refunds or returns?

We do not accept refunds or returns unless the product is defective. All sales are considered final.

If you've received a defective product or the wrong item, please contact us within 14 days.

Can I change my shipping address?

If you need to change your shipping address, please contact us ASAP.

Will you restock ____?

Some items are limited, but if there is enough interest, we will restock it. If there is a particular item you would like to see restocked, please click the Notify Me When Available button on the product you want.

When will you post new items for sale?

Updates and ideas for new items are always posted to Hanode's Patreon first. You can also check for updates on her Twitter.

Do you take commissions? 

Hanode does not take commissions for physical products, nor does she offer commercial licensing. Very rarely, she may open commissions for digital art, but only if the idea intrigues her and she has the time for it. Thank you for understanding!

Do you accept product suggestions?

Yes! If there is something you'd like to see made, please message Hanode on her social media or submit your product suggestions here!