POLICIES & FAQ

Any questions not answered here can be sent to kiraselixir.shop@gmail.com. Please allow 24-72 hours for a response.

 

BEFORE ORDERING

What is the store's currency?
The shop by default is CAD. You may be prompted the option to shop in your local currency.

When will you restock an item?
Most of our designs release as limited runs. This means they most likely won't have a restock unless the demand is high.

Who's your manufacturer?
I will not disclose my manufacturer unless it's at my own discretion. 

 

 

AFTER ORDERING

Processing times?
For in hand items: 1-14 business days. PO drop offs are on Mondays and Fridays. Sometimes you will receive a shipping confirmation email early, if it's before a shipping day.
For Preorder items: All preorder items ship according to the production estimates (subject to change due to manufacturing delays). Current estimates can be found here.

How do I track my order?
The only way for your order to be tracked is if you update your shipping method to "Tracked Packet" at checkout. Unfortunately if you did not select this, we have no way of tracking the order.

Free shipping ($200USD+) for Domestic Canadian orders include full tracking.
Free Shipping ($200USD+) for USA does not come with a tracking number.

Please note that tracking numbers on international orders may be delayed or stop updating entirely once they cross the border.

 

Can I combine or edit my order
We do not offer order combining or modifications, as it's difficult to remain organized while processing orders, and leaves room for error when fulfilling your order. Your orders will be shipped in the order they're placed. We appreciate your understanding!
 
Orders including preorder items:
 
If your order includes in hand items AND preorder items, please be aware that your order will not ship until the preorder items are finished production.
If you wanted the in hand items right away, you will need to place a separate order not including preorder items.

Can I cancel, return or exchange my order?
We do not currently offer refunds/exchanges, unless there was an error made on our end. For more info, please scroll to the bottom of the list.

I received incorrect items / I received a defective item!
We're sorry to hear this! Please note that most items are hand made, and or made in house, and may have slight imperfections. Please let us know within 3 days of receiving your order by doing the following:

2. Include your name, order number, and clear photos of the issue
3. Write a brief description of the problem

*If 3 days have passed since the delivery date, I cannot address any issues. We appreciate your understanding.

 

SHIPPING & DELIVERY

Why do shipping/postage fees fluctuate?
Shipping fees will include the actual postage fee charged by the carrier, and cost of packaging materials (backing cards, bubble mailers, cello bags, etc), handling fees (PO pickups, fuel, processing fees, logistics) where necessary. 

How long will my delivery take?

*These are estimates provided by Canada Post, and apply to standard situations, excluding holidays and or world event delays.

Domestic Orders (Canada)
Letter Mail: 2-7 business days untracked
Regular Parcel: 3-6 business days (ON) 4-10 business days (National)
International (USA)
Small Packet USA: 5-8 business days untracked
Tracked Packet USA: 4-7 business days, tracked
International (rest of world)
Surface (untracked):
1-2 months (Europe, South America)
2-3 Months (Asia-Pacific and Australia)
Air (untracked): 6-10 business days
Tracked Packet International: 6-10 business days, tracked
 
My tracking number says it's been delivered, but I never received it.
1. Wait a couple of days - in some cases, carriers will prematurely scan packages as "delivered" when they're sitting at the post office waiting to be delivered the next business day, usually due to delivery cut off times.
2. If a few days have passed and you're package's whereabouts are still undetermined, please call the post office to make sure it's not being held there. Sometimes there's notes left in their delivery records of where the package was placed. If you contact your regional/local post office (instead of the national customer service hotline), they're usually able to locate the exact GPS location of where your package was dropped off.
3. Try asking your neighbors to see if there was a mix up and delivered to them by mistake. You may be surprised by how often this happens.
4. Check your property - could it have gotten placed or blown away somewhere nearby? Be sure to check your yard, front/back door, porch, bushes, etc.
We cannot offer refunds/replacements. Once I drop something off to the Canadian Postal Service for shipping, it’s completely out of my hands and no longer belongs to me, especially after it’s been marked as “Delivered”. 

I'm unable to assist in helping you with postal services. Your local post office will be most qualified to help you locate your package!

Returned to Sender orders
If your order is sent back to us due to an error that is not ours (for example: shipping address provided is incorrect, you didn't pick up your package from the post office, package was refused, package was unclaimed, unpaid customs etc.) you may choose to either have your order reshipped if an alternative address is provided and a re-shipment fee paid, OR you may choose for a refund of the item, minus the shipping costs and processing fees in the form of shop credits. Please note that the re-shipment fee will be the original cost of shipping.