FAQ & terms
NOTE: I do not have a public support email due to unwanted private contact from irrelevant third parties. Customers who have placed orders have access to my support email by viewing it at the bottom of the digital receipt in your email. Please search "superaenbow" if you are having trouble finding it. I apologize for the inconvenience!
TERMS AND CONDITIONS:
Customers are responsible for all customs fees per your country’s laws and regulations. We cannot lie on customs forms since it would be mail fraud. Please be prepared to pay for VAT, customs, import fees, etc. If you proceed with untracked international, you understand that the order is untracked and there is nothing that can be done if the order is seemingly lost.
Update (7/21): We no longer offer tracked shipping to to countries outside of the United States due to changes in the USPS customs form requirements. Please read below for more details and restrictions on untracked shipping.
Incorrect addresses are the responsibility of the buyer. If the package is returned, we will reach out and ask if you’d like to pay for an additional label or if you’d like the order (not the shipping and handling cost) refunded. In the case of the order being refunded, you will not receive the order.
Refunds, returns, and cancellations are not accepted unless there was an error with the order. All orders are shipped from the USA. Shipping is done entirely by one person, so heavy volumes of orders may take up to two weeks to ship.
FREQUENTLY ASKED QUESTIONS (MAIN SHOP):
🌷 "WHERE ARE YOU LOCATED?"
We are located in the United States.
🌷 "WHICH COUNTRIES ARE YOU UNABLE TO SHIP TO?"
We cannot ship to Afghanistan, Belarus, Brunei, Central African Republic, Cuba, Haiti, Iran, Israel, Laos, Myanmar, Niue, North Korea, Russia, Sudan, Syria, or Yemen.
🌷 "I AM LOCATED OUTSIDE THE USA BUT CAN'T CHECK OUT."
We only offer untracked letter shipping for up to 3 stickers for orders outside the US. If your order contains more than 3 stickers, you cannot check out.
🌷 "WHY CAN'T YOU OFFER TRACKED INTERNATIONAL SHIPPING?"
As of July, the USPS has made changes to the requirements for international packages. All international packages now require a customs form that is filled out in front of a USPS worker. This is unfortunately a hassle for small businesses with dozens of international orders. For that reason, we have decided to stop offering tracked international shipping at this time.
🌷 "MY UNTRACKED LETTER ISN'T HERE YET. CAN I HAVE A REFUND?"
Since untracked orders have no proof of delivery or tracking for the seller to see the whereabouts of the order, we unfortunately cannot offer a refund or additional order. Please read the shipping selection carefully and proceed with untracked orders at your own risk.
🌷 “HOW LONG WILL PREORDERS TAKE TO ARRIVE?”
The estimated shipping time is under each preorder item. If there are different times for different items, they will all ship out together when the last preorder item ships.
🌷 “CAN I ORDER IN-STOCK ITEMS TOGETHER WITH PREORDER ITEMS?"
Yes, but they will all ship together with the preorder(s) since one shipping label was purchased. If you would like them shipped sooner, please order them separately.
🌷 “I ACCIDENTALLY INPUT THE WRONG SHIPPING ADDRESS!”
Please check your email and use the contact at the bottom of your receipt to let us know! If your order has already been shipped, you will have to pay for an additional shipping label once the order is returned if you would like it sent out again.
🌷 “WHAT HAPPENS IF MY ORDER IS RETURNED TO YOU?”
We will check the issue and let you know via email.
🌷 “THERE WAS A MISTAKE WITH MY ORDER.”
Please check the contact at the bottom of your receipt (search "superaenbow" in your email) and let us know your name, order number, and the issue. We'll fix it ASAP!
🌷 “MY PACKAGE WAS LOST/DAMAGED IN TRANSIT.”
Please check the contact at the bottom of your receipt (search "superaenbow" in your email) and let us know your name, order number, and the issue. Depending on the item, damage, and other factors, we may be able to offer a refund, partial refund, or replacement.
Please note that in the case of untracked international letter mail, there is nothing that can be done since there is no tracking proof.
🌷 “MY PACKAGE IS MOVING TOO SLOWLY.”
Unfortunately, there is nothing we can do in regards to the speed of packages once they are shipped. If you believe your order may be lost, please contact the USPS and ask for the whereabouts of your package. If they confirm it is lost, please check the contact at the bottom of your receipt (search "superaenbow" in your email) and let us know.
Please note that in the case of untracked international letter mail, there is nothing that can be done since there is no tracking proof.
🌷 “HOW MANY PEOPLE ARE ON YOUR TEAM?”
One person (Rae) designs everything you see and packs every order. Occasionally, my friends help with my emails and my parents help with shipping!
🌷 “DO YOU INCLUDE ORDER NOTES/RECEIPTS?"
We do not, so please do not worry about names or prices showing up anywhere other than your shipping label and email! We can leave a very small note with an order (one short sentence) if you request it on the payment screen. If the message is inappropriate or too long, it will not be written.
🌷 “WILL SOLD OUT ITEMS BE RESTOCKED?”
Items are typically not restocked since I do not sell in-person and do not need lots of stock!
FREQUENTLY ASKED QUESTIONS (SILLY CLUB MEMBERSHIP):
🌷 "WHAT IS THE SILLY CLUB MEMBERSHIP?"
It is essentially the superaenbow Patreon! Since I have ME, I am frequently unable to draw and cannot offer a guaranteed monthly merch club like other artists. My way of offering exclusive merch to members is to make the merch when I am able, then put it in a members-only shop for members to check out all the merch any time they'd like! You can add the monthly merch to other orders to save on shipping and since there's no slot limit, you can leave/rejoin whenever you'd like!
🌷 "DOES THE SILLY CLUB MEMBERSHIP PASSWORD CHANGE MONTHLY?"
Yes, the password and discount code changes each month. But you can rejoin and access the new ones at any time!
🌷 “CAN I PLACE A LARGE GROUP ORDER?”
There’s no issue with large group orders for the main store!
But we ask that you please refrain from purchasing a single Silly Club membership with the intent of one large group order. While anyone can view the items, they are still meant to be exclusive items for members and only members should have access and the discount. The membership fees also help make sure everything is fully funded and help me make new merch more easily. So please do not attempt to skip it!
🌷 “WHAT IF I WOULD LIKE TO PICK UP ONE STICKER FROM THE SILLY CLUB AS A SURPRISE GIFT?”
If it is just one or two stickers a singular member would like to pick up as a present, that is okay! We are only not okay with a single membership being used as an intentional, coordinated group order for stickers between multiple individuals to skip the fees.
🌷 “CAN I SHARE MY SILLY CLUB PASSWORD, SKETCH PAGES, DOWNLOADABLES, OR DISCOUNT CODE WITH FRIENDS?”
No, that is strictly prohibited. If any individuals are caught sharing the exclusive rewards, they will be banned from ko-fi and the shop.
🌷 "DOES ANY EXCLUSIVE MERCH EVENTUALLY GO ON SALE FOR THE GENERAL PUBLIC?"
No, everything that is marked "members only" stays in the members shop until it sells out.