Shipping & FAQ

[COVID-19] Due to the ongoing pandemic, all postal services are facing severe delays, and shipping times to all countries have been affected. For more information, please read our statement here before purchasing. 

WHERE DO YOU SHIP FROM?

I ship worldwide, from Hong Kong :) 

WHAT IS YOUR PROCESSING TIME?

1-4 business days to process and ship out your order. I ship everything via Hong Kong Post. Please note that during holiday season, or sales, processing time may be a little longer. 

HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER? 

Country Untracked Shipping Tracked Shipping
 Hong Kong 1-3 business days 1 business day
Asia 8-14 business days 8-10 business days
Europe 11-20 business days 9-14 business days
Oceania 9-20 business days 7-14 business days
Canada
10 - 24 business days
7-14 business days
USA 10 - 24 business days 7-14 business days

 

I'll do my best to meet these shipping estimates, but cannot guarantee them. Actual delivery time will depend on the shipping method you choose, and all packages are subject to customs delays, as well as your local postal delays which may cause your package to take up to a few months to arrive. 

Please understand that we cannot track your mail if you choose untracked shipping, and lost mail is out of our control for this shipment method. 

GENERAL QUESTIONS & ORDER INQUIRIES

Please read our FAQ below first to see if your question is answered. If not, please email poroful@gmail.com with your order number and request. Please see the following examples:

  • Order #12345 - Address Change
  • Order #12345 - Shipping Combination 
  • Wholesale Inquiry

Please allow 1-3 business days for a reply. If you still do not receive a reply, replying to your order confirmation email directly, or emailing me again, as sometimes mails go into spam. 

MY ITEMS HAVE STILL NOT ARRIVED, CAN YOU HELP ME?

If you did not purchase tracking (insurance is included), there is nothing I can do about this. Packages can take up to a few months if held by customs. Unfortunately, I am not responsible for packages lost in transit and will be unable to provide any refunds in these circumstances - please purchased tracked shipping if you want a peace of mind.

If your package is returned to me, I can either help you reship it, or give you a refund minus the shipping and a 10% restocking fee. 

If you purchased tracking, please track your package through Hong Kong Post with the tracking number provided. 

If there are any problems with your tracking, please contact your local post office - unfortunately we are not responsible for packages once they are handed over to the post office, as we have no control over them. 

What you can do: 

  • Check if your neighbours / concierge / family member accepted the package on your behalf
  • Packages may be held up at your local post office
  • Packages may be held up at your local customs border
  • Contact your local post office to help you locate it

 

MY ITEMS ARRIVED DAMAGED, WHAT CAN I DO?

If you did not purchase tracking (which includes insurance), I am not responsible for any damages or losses caused by the post office. 

If you upgraded to tracking, you will have the option of a refund, or reshipment of the item. In order to do so, please send me an email with your order number + a photo of the damaged item. 

CUSTOMS AND IMPORT TAXES

Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.

WHAT HAPPENS IF MY ORDER WAS RETURNED TO YOU?

If your mail was returned to me due to wrong address, failure to retrieve the package from the post office, or no home home to accept the packages, you will have the following options:
  1. REFUND: Minus the original shipping price, as well as a 10% restocking fee
  2. RESHIP: Invoice will be sent for you to pay shipping again for me to reship your mail 

 

CAN YOU HELP ME COMBINE SHIPPING IF I PLACE MULTIPLE ORDERS?

Please include a checkout note with your previous order number for me to combine your orders, or email me at poroful@gmail.com upon placing your order for me to help you combine them. I suggest you to be prompt with your order combination, because if your order has already been shipped, I will not be able to combine them for you.

 

IF I ORDER AN IN-STOCK ITEM, AND A PRE-ORDER ITEM, WHEN WILL IT SHIP?

If your cart includes a pre-order item, your other items will be held until pre-order items arrive and will be shipped together. If you would like the other items faster, please purchase them separately. 

An estimated shipping time will be listed in the pre-order product listing, and you may view all other updates here

RETURNS, EXCHANGES & CANCELLATIONS

All sales are final and I do not offer returns or exchanges. Refunds will not be made in case of mail lost in transit by postal services if you did not purchase tracked and insured shipping. 

Custom orders, pre-orders and orders placed during a sale or at a discounted price are not applicable for cancellations. Cancellations are accepted within the first 24 hours of purchase, as long as your order has not been shipped out yet, so please be prompt with emailing me. 

Final decision by Poroful


RESTOCKS

All Patreon pins, and most other pins in our shop are LE and will not be restocked. Please follow us on social media for regular updates 

CUSTOM ORDERS & COMMISSIONS

We're happy to take custom orders, please send us an email at poroful@gmail.com

For commissions, please email us at poroful@gmail.com with the following details to receive an accurate price quote:

  • What you want to commission (is it a food or a creature?)
  • Details you want (e.g. "A cat hanging off a moon, with a crown on her head") 
  • Simple backgrounds included at no extra cost

Commission Information:

  • Commissions are paid through Paypal in US
  • Full payment is required before sketching
  • Sketch will be sent within 1 week of payment, and I will make any adjustments and changes according to your request before proceeding to colouring. 
  • Prices are based off personal commissions. Commercial use will incur an additional cost. 
  • Estimated completion time varies from 2-5 weeks depending on how busy I am, please let me know if you have a deadline. 

WHOLESALE

We're happy to work with retailers and stockists. Please email me for any inquiries at poroful@gmail.com. We're happy to work with other small businesses who have a small MOQ as well :)

GIFT WRAPPING

We offer gift wrapping and handwritten gift messages - please contact us for more information. 

TATTOOS

Can I get your artwork tattooed?

Sure - if you're wanting to get my artwork tattooed, please ensure you meet these conditions:

  • Purchase a product with that artwork (e.g. a pin or sticker)
  • Ensure your tattoo artist does not redistribute the artwork
  • Ensure you & your tattoo artist to credit me for the designs if posting on social media