FAQ


I have a question regarding my order.

Please read through the FAQs below for an answer. If you still need assistance, please contact our support team at shop.refrainbow@gmail.com and they will help you normally within 2 business days. Support is available Monday - Friday 10AM - 6PM (EST).

 

Will you restock sold out products?

Most likely yes! I'm trying to keep my store stocked throughout the year, so don't worry about missing out on certain items. You can get subscribed to our newsletter to get informed about item restocks. Products that aren't going to be restocked will be marked as "Last Chance".

 

I'd like to cancel/change my order!

Please contact shop.refrainbow@gmail.com as soon as possible with your order # and requested changes. An order can not be adjusted once processed and a shipping label is created. Order cancelations are subject to a $2 restocking fee to help cover support center costs.

 

Where do you ship from?

I work with a fulfillment company in the USA. All merchandise from this store is shipped from Orlando, Florida. Shipping prices are calculated during checkout at the best rates offered by our logistics partners (based on order weight, parcel size, and address location).

 

Do you ship to my country?

The fulfillment company ships to nearly every country/territory in the world. If your region is not serviced during checkout, please contact shop.refrainbow@gmail.com with your address. We will do out best to reach you!

2/7/2022: Russia is currently a no ship region due to consistent failed deliveries caused by the local post / customs office not scanning parcels or notifying customers of a necessary pickup before abandoning the order.

 

When will my packages be shipped?

Order processing time is normally 2-4 business days (Monday - Friday). New releases and holidays may cause delays. There will be a public notice whenever this is the case. 

 

Do I get tracking with my package?

Each shipping service offered comes with door-to-door tracking for orders in the US and most international countries. Tracking is sent via Email once an order has been processed and packaged for shipping. If the order confirmation or tracking email are not found, please check your spam folders. If they are still missing, please contact us with the addressed name.

 

What shipping services are available?

United States orders send primarily through USPS First Class Package and USPS Priority. International shipping sends through APC Logistics as a duties unpaid shipment (read more below).

 

My international order is being held at the customs office!

International shipping does not include prepayment for any VAT or duty fees. Your country may flag your order upon customs entry and assess VAT, duties, and handling fees which will need to be paid by the recipient in order to receive the item. If the shipment goes uncollected from customs, the order may be abandoned. We are not able to assist with shipments that are unclaimed and do not return to our shipping office. Please keep an eye out for notices from the local customs, postal service or via the issued tracking link.

 

My international tracking is not showing updates / is broken!

International orders receive their tracking once we pack them at our shipping office but the parcels are sent in bulk to an exporter about once every 5-8 business days. Once the bulk shipment arrives and is processed by the international exporter, your tracking will show update that the order has been received and will soon export from US customs. Tracking may go silent for a bit as the order travels internationally but will show information again once it arrives to a local customs office or is processed by a local delivery partner.

If you are having trouble seeing tracking information, try turning off any ad blockers being used or clearing cookies. Feel free to email our support for further assistance.

 

My order hasn't arrived in the estimated shipping time yet!

Delivery dates offered by the fulfilment center and the delivery service are estimates and are not guaranteed. There is no shipping reimbursement for orders that arrive after the estimated delivery period. Shipping time does not include order processing time.

 

My order was marked delivered but it did not arrive.

Once an order is marked delivered, our only available option for support is opening an investigation with the delivery company. Please make sure your delivery address is a secure location as we are not responsible for missing / stolen parcels post delivery.

 

What are your store's return/exchange/refund policies?

All return / exchange requests must be approved by support. Please contact shop.refrainbow@gmail.com within 14 days of order delivery for assistance. Any merchandise requested for exchange is not guaranteed to be available upon receiving the returned item. You will be responsible for any further shipping costs. Order returns are subject to a $2 restocking fee to help cover support center costs.

 

Condition expectations.

Our products are created as a small-run boutique, thus it should be no surprise if the handmade / limited productions come with a few discrepancies. Below is a list of minor errors that may be experienced:

  • Slight variants in fabric colors from advertised mock-ups.
  • Tiny spots of color, stray threads, light dust or residue, hint of a chemical smell on apparel may arrive as a part of the printing process. Washing and cutting any extra thread should fix this right up!
  • Minor chips, discoloration, or ink build up on prints, figures, enamel pins.
  • Slightly creased or worn edges of packaging, sleeves or paper inserts
  • Small holes or rips in the exterior plastic shrink wrap for shipping protection.

Damage during shipping that is not due to packing error or is caused by uncontrollable circumstance are outside our ability to support.

Did we make a mistake on an order?

Contact support within 14 days of order delivery. Include photos of any incorrect or damaged product and we will get your order back on track at no cost to you. We are not responsible for stolen packages or items damaged by uncontrollable circumstance. 

 

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