FAQ

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:
Around 3 business days after your order has been processed and dropped off at the post office. International orders can take about 1-6 weeks. Covid has significantly delayed international orders.


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.

**INTERNATIONAL ORDERS** - Please make sure to provide a telephone number when checking out. We need one to create a shipping label. 

Please confirm shipping address when placing order/receiving confirmation email, as we are not responsible for packages that are delivered to incorrect addresses. 

-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.

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

-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.

We work very hard to get all orders out as soon as possible. We greatly thank you for your patience and support of this small business!! <3