FAQ
Products
Who makes your products?
All products, unless otherwise noted in the description, are handmade in house by our artist/owner Atheeni. She cuts and sews all fabric banners and designs and 3d prints all plastic frames. Pins and buttons are also handmade, with the exception of the hard enamel pins which are manufactured overseas.
A pin banner I want is out of stock, when will it be restocked?
Most pin banners are sewn in small batches. Usually once something is out of stock I will try to source the fabric immediately, however, if it's a thrifted fabric or if the fabric is out of production then I will not be able to make any more copies of that pin banner.
Pin banner designs that are out of stock and for which I cannot source new material will be retired.
Can I order a custom colour-way of one of your 3d printed frames?
Most of our frames already have customization options right on the product page. If we add or retire colours we'll update all the frames with the new options. Unfortunately, we currently can't do custom one off colour requests.
Can I order a 3d printed frame in a custom shape?
Maybe... the answer is dependent on your commission request. Often times, if it's something that we can continue to sell to others and have seen a demand for we will happily spend the time to customize and develop a new shape. However, for one off, super specific shapes we will often decline the commission as the time needed for development often exceeds what people are will to pay. Similarly, if the request is during a busy season (such as the winter holidays) we will not be able to work on new product designs and commissions. Regardless, feel free to reach out via our contact form and we can discuss!
Can I order a banner in a custom size?
Unfortunately, no. We do not take custom size requests for banners as they are often batch made in large quantities to optimize for sewing time.
What type of plastic do you use for your frames?
All of our plastic frames are made from Polylactic Acid, or PLA. It is a fossil-fuel free type of polyester that is made from fermented plant starch materials. Sugar from a wide variety of plants can be fermented to turn it into lactic acid and then that is further refined to be turned into polylactic acid.
We only use PLA for our frames because we feel it is a much more environmentally responsible choice for plastic manufacturing.
More information on the production, use, and recycling of PLA plastic can be found here.
Payment
What currency are your prices listed in?
All of our prices are listed in Canadian Dollars (CAD). Shopify allows you to specify a region or country in the drop down in the header and will automatically convert our CAD prices to your regional currency.
What currency will I be charged in?
This shop operates in Canada and you will be charged Canadian Dollars for your purchase.
Is GST/HST collected for Canadian orders?
Currently, we do not meet the minimum requirements set out by the Government of Canada to collect GST/HST on our products. This will most likely change once we meet the required milestone in our business income and at that point we will begin collecting and remitting taxes in accordance to the rules set out by the CRA.
Is Sales Tax collected for American orders?
As a Canadian small business, we currently do not meet the economic nexus requirements for any of the American states in order to collect sales tax. This is something we actively monitor and if we ever reach a point where this changes, taxes will be collected and remitted in accordance to the specific state's requirements.
Is VAT collected for international orders?
Sometimes, it depends on your country and their rules governing tax collection and remittance for foreign small businesses. If we meet the requirements set out by your country to collect VAT on your government's behalf we are obligated to do so.
Shipping
When will my product be processed and dispatched?
Products that are made on demand (like our pin frames) are usually created and processed in 3 - 5 business days.
Premade and batch made items are usually packed and processed in 1 - 3 business days.
If we are running behind on processing orders due to a surge in interest, inclement weather events, sickness, or holiday season order influx we'll always do our best to communicate any delays via email and social media announcements.
Please remember that we are a small business currently staffing 1 person full time.
How long does shipping take?
That depends on your location, weather, holidays, and how busy Canada Post is but generally speaking you can expect the following shipping times:
- Within Canada: 2 - 5 business days
- To the USA: 6 - 12 business days
- International: 6 - 12 business days
Tracked shipments will often have delivery estimates so make sure to pay attention to those at checkout.
How are domestic (Canadian) orders shipped?
Orders within Canada are usually shipped through standard lettermail when ever possible. This allows us to keep costs super low and provide reliable quick delivery via Canada Post. Lettermail orders do not have tracking as they are simply sent with postage stamps. You have the option to pay for more expensive shipping that includes tracking at checkout. If your order is too big to fit through lettermail you will not have the option to select it at checkout.
How are international orders shipped?
All international orders are shipped through Canada Post and you can select your preferred service at checkout.
Will I have to pay extra for Duties, Import Fees, or Tarrifs?
That depends on your country's de minimis thresholds. If VAT was collected, it will be submitted to Canada Post so that your country's mail system will be correctly notified, however, any other tariffs levied against your purchase are your responsibility and are not collected at checkout.
Why don't you ship to my country?
Unfortunately, world-wide shipping has gotten pretty tricky to navigate as an independent small business. Especially with recent recycling and import fees levied against foreign businesses in the EU, small businesses have been disproportionately affected with unsustainable compliance costs. We've done our best to provide shipping to as many places as we can currently afford to comply with. Hopefully, as our business and audience grows and laws are further refined we will be able to open up shipping to more countries. Until then, you are welcome to investigate shopping services and postal forwarding options within your country that can help you purchase from overseas shops.
How will my items be packaged?
Limiting how much of an impact our business has to the environment is extremely important to us. With that in mind we've decided to forgo using any plastic/fossil-fuel based packaging material. All of our orders are packaged with 100% recycled cardboard that is locally sourced and manufactured. Within our packages we use minimal amounts of tissue paper to wrap your items and provide padding stability and we use paper based tapes to enclose the packages.
Where do you get your shipping materials from?
Cardboard and paper tape products are purchased from Whitebird. Our cardboard is lovingly customized by a local print shop, Spool and Spindle. Our boxes are then cut and assembled in house to fit your orders as part of our shipping process. Kraft paper shipping labels are purchased from Avery. Tissue paper is purchased from Creative Bag.
Returns and Refunds
Can I return an item if I'm not happy with it?
Yup! You have 14 days from date of purchase to request a return.
Please note that the item must be returned to us in the same condition it was purchased in. Meaning, no holes in pin banners from pins, no broken bits, etc. Items that are personalized or are created on demand (i.e all of our pin frames) or that were part of a sale promotion are not eligible for returns.
Items purchased from us in-person at pop-up shops, conventions, markets, or events are not eligible for returns.
You will be responsible for the shipping fees of returning the item to our post box, located in Ontario, Canada. You must provide a tracking number with your shipment so we can be assured you have sent the return back.
Once your item is received we will issue the full refund to your payment method that was used during checkout.
If you wish to initiate a return, please use our contact form to reach out and we will begin the return process and provide further information.
I haven't received my item, what now?
If your item was shipped with tracking and you haven't gotten it within 3 weeks of dispatch please reach out to us and we'll do our best to help.
Please keep in mind that sometimes mail takes a bit longer to get around, especially for overseas locations and during holiday rushes.
If your items were sent with domestic lettermail, please allow up to 5 weeks from dispatch before reaching out, especially if you live in a remote or rural location.
My item arrived damage, what now?
Sometimes mail couriers get a little to rambunctious with the mail. If your items arrived damaged or broken please reach out and provide photos of the damage. We will be happy to send you a replacement.