FAQ

Thank you very much for your support <3 USPS is still experiencing shipping delays due to COVID and the holidays. Although most packages are arriving on time, many packages are being delayed for reasons beyond our control. Many centers are also short staffed and with the increased mail volume as we enter the holiday shipping months, this is causing many delays unfortunately :( Please allow extra time when planning your purchase. Thank you so much for your understanding. LOVE Y'ALL <3

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*UPDATE JAN. 14TH, 2022* - The Postal Service is temporarily suspending international mail acceptance for certain destinations due to impacts related to the COVID-19 pandemic and other unrelated service disruptions. The following countries are suspending incoming packages from the US until further notice: 
Afghanistan, Australia, Bhutan, Brunei, Central African Republic, Chad, Cuba, French Guiana, Guadeloupe, Hong Kong, Laos, Liberia, Libya, Martinique, Mayotte, Mongolia, New Zealand, Papua New Guinea, Reunion (Bourbon), Saint Pierre and Miquelon (Miquelon), Samoa, Sierra Leon, Solomon Islands, South Sudan, Syria, Tajikistan, Timor-Leste, Turkmenistan, and Yemen. 

If you live in any of the countries listed above, you can still place an order but please be aware you will have to wait until the suspension to your country is lifted. We do not know when the suspension will be lifted, but I regularly check the postal website for updates. Thank you so much for your understanding during these unforgiving times. 

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PREORDER FOR TOTE BAG, HALLOWEEN LONGSLEEVE, THROUGH BEING COOL SHIRT AND ALL BARK SWEATSHIRT
INFO:

Jan. 17th - I am currently in the process of shipping all pre-orders out! I am working as fast as possible to get everyones order out. Once I've processed your order, you'll be receiving a tracking email. We are forever grateful for everyones continued support and patience as we continue to navigate a small business during the pandemic.
WE LOVE Y'ALL! <3 <3 

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Estimated processing times:
2-4 weeks. The studio is open Monday-Friday, and closed on the weekends. 
We do our best to meet these shipping estimates, but cannot guarantee them (although we try very hard to!!)

Estimated shipping times:
For the US: About 3-4 business days after your order has been packaged and dropped off at the post office. International orders can take anywhere from 6-8 weeks. Covid has significantly delayed international orders.

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Customs & Import taxes:
Buyers are responsible for any customs and/or import taxes that may apply. We are not responsible for delays due to customs.
Please understand we cannot alter customs or duties to a lower price. We will not respond to emails asking to lower customs/duties. Thank you so much for understanding <3 

**Y'all, PLEASE confirm shipping address when placing order/receiving confirmation email, we are NOT responsible for packages that are delivered to incorrect addresses.**

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-Tracking Email-
You will receive an email with tracking information AFTER your order has been processed. If you haven't received a tracking email that means that your order has not yet been shipped out. Or, there's a possibility the email was entered incorrectly in BigCartel.

-Email-
If you have a comment, question or concern, please reach out to us here on the website or our email, ruthmoraillustration@gmail.com
Email customer service hours are 9:00am-5:00pm PT, Monday through Friday. If you email on the weekend, you will receive a response on the following working day. 
You should receive a response within 1-2 business days. It may take a little longer if we are busy or have a high volume of emails. Reach out again if you don't hear back.

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-Returns & Exchanges-
We are currently not accepting any exchanges or returns due to covid. All sales are final at this time.