FREQUENTLY ASKED QUESTIONS
What's a service animal?
Service Animals are animals that have been specially trained to assist a disabled person. Many countries have laws protecting Service Animal teams under Human Rights, allowing the disabled handler to bring their working animal with them wherever they need it. Some countries, states, or provinces only identify dogs as Service Animals, but others allow different animals—like rabbits, or miniature horses!—to be trained to assist people. Some types of Service Animals include seizure alert, mobility assistance, Autism assistance, guide, and PTSD assistance. There is only one universal rule for Service Animals, and that is that they must be trained to assist their handler.
How do I take care of my items?
When in doubt, be conservative! Gentle laundry soap can be used to wash most items. I recommend washing patches by hand with a soft cloth. Vests and vests can be hand-washed (preferred), or washed on a gentle cold cycle. Placing your leash inside a pillowcase or laundry bag will help prevent tangling. All items should be laid flat to dry. Machine drying a vest or leash could cause damage the webbing straps, binding, and buckles. While it may be tempting to try to scrub some dirt off of a vest, please resist! Gently brush it off and give it a quick rinse with some soap.
Why is your turnaround so long?
I will be the first to admit that my turnaround times are very, very long. If you take a look at my About section, you'll see that my set-up consists of three home embroidery machines. They don't go fast! On top of embroidering, items need to be washed and dried, have threads trimmed, sealed, and usually have velcro attached. At any stage something could go wrong and be damaged. I usually have 50 open orders at any given time, which is anywhere from 50 to 200 patches and wraps (on average) to produce and ship. I try to keep people up-to-date on my workload through my Facebook page and Instagram!
How long do you take to ship?
My estimated turnaround can be seen at the top of every page, in the blue bar. Sometimes, it will change. I try to update it based on what orders I am shipping at the time; so if some orders are a week late, I will add a week, and if some are early, I'll subtract a week. I generally aim for a 4 week turnaround. I know this is a long time to wait for your order, and I truly appreciate the infinite patience of my customers 💕
How fast will my order arrive?
Canadian orders shipped with Lettermail may take up to 14 business days to arrive. On average, orders shipped to the USA or Canada via ChitChats shipping can take as little as 5 business days to arrive! International orders may take up to 20 business days to arrive.
I now use the courier ChitChats to deliver most orders. ChitChats delivers American orders straight to USPS, cutting shipping time significantly, and bypassing the bloated Canada Post postal system. Canadian Lettermail and Expedited orders still ship via Canada Post, as ChitChats does not handle very light orders to Canada. If you see the option for ChitChats on your Canadian order, choosing it will add tracking, but your order will wait to ship with the next courier pick-up, so there may be a delay.
Does my order come with tracking?
Sometimes! All American and international orders now include tracking (yay!) giving you more peace of mind. Canadian Lettermail orders do not include tracking, but it can be added by upgrading to Expedited shipping, or if your order is eligible for ChitChats shipping.
Please note that selecting Expedited shipping will not decrease your turnaround time, only the shipping time.
Do you cover customs & duties?
I do not cover customs charges. Please keep this in mind for international orders; different countries have different thresholds for customs and duties charges.
My order is lost!
Oh no! Has it been at least 18 business days since it was shipped? If so, let me know. I will replace the order as soon as possible (usually within 1 to 2 weeks) or refund it in total.
Orders may be cancelled for a full refund within 3 business days. Orders cancelled after 3 business days may receive refunds as long as the order has not begun fulfillment. Once patch embroidery files are made, they will not be refunded. Once custom vest materials (eg. binding, zippers) are purchased, or a vest has begun construction, they will not be refunded.
For orders including multiple items (eg. patches and a vest) I am happy to issue partial refunds if you decide you do not want a part of your order that has not begun fulfillment. That is to say, if your vest is done but your patches aren't in an embroidery file yet, you can receive a refund for your patches, but not your vest.
If you absolutely insist that you do not want an item that has begun fulfillment (eg. you purchased a vest elsewhere as well and don't want a Multiway now), you will receive only a partial refund, less the cost of materials. Please do not place orders you are not 100% certain you want.
You've received your order after waiting patiently, but whoops! I messed up. Your order does not match the attached packing slip in some way. Maybe I've forgotten a patch, or embroidered with the wrong thread, or on the wrong fabric. Any orders with items that do not match the packing slip is eligible for a refund on the affected items, or a replacement (shipped at seller's cost). Exceptions apply if you and I discussed changes after the order was placed. In this case, changes will not reflect on the packing slip, but will be found in e-mails or personal messages.
This does not apply if you forgot to make a change, or just don't like what you received. Please note that if you ask for a general colour (eg. red) instead of a colour number (eg. #149, #148, #145, #292, etc.) I have default selections for most colours. Orders asking for a general colour that do not like the colour they received are not considered incorrect. Refundable/replaceable mistakes are mistakes that were made on my part.
Returned to Sender
More and more often, I'm getting packages that are returned to me for incorrect addresses. Small Canadian orders have hand-made address labels with addresses from check-out, formatted to fit Canada Post's standards. Larger Canadian orders and all American orders have their shipping labels printed directly from Paypal, which means that they are shipped to the Paypal address on file. Please ensure your address is correct. Most American orders are turned back to me because of the last digit of the zip code being incorrect. One digit can delay your order as much as 2 months!
In addition, orders that return to me are subject to new shipping charges and return charges as issued to me by the courier. If your order is large, a 15$ return charge applies. If it is smaller, a 5$ return charge applies. This charge and new shipping will be directly invoiced via Paypal. If you decide you would rather cancel your order, you will receive a refund for the amount paid, less shipping, courier fee (5$), and material cost (a 10% restock fee). You will be contacted immediately via e-mail if your order is returned to me. I will not re-ship, refund, or unpack any returned order until I hear from you.
RETurns & Exchanges
I do not accept returns or exchanges on orders. Every item is custom made for your order. All information needed (size, colours, etc.) is provided in the product listing pages, and if you can't find it or don't quite understand, I'm happy to answer any questions. But because I put so much time and effort into making each item for each order, I am unable to accept returns or exchanges. Unlike a large business, I can't recoup the time or cost lost on returns. I implore you to be sure that what you're ordering is correct before you place your order, and send me a message if any changes need to be made.