StudioSmiley

Returns, cancellations and exchanges are not accepted. Forced returns where the item is not picked up at the post office or returned to sender for any reason will not be refunded or exchanged. If there is an issue or problem with your order, please contact me immediately via Etsy Messages within 72 hours after the shipping provider has marked it delivered, or no action will be taken by StudioSmiley. Each problem will be handled on a case by case basis. Each case will be determined on its own merits and where deemed necessary, a replacement product will be sent out. No refunds will be given.

If an item arrives damaged. please send photos of the item via Etsy Messages to StudioSmiley. The Buyer will be required to sign an online AFFIDAVIT from the insurance company which is a legal form confirming receipt of the damaged item. Once the photos and completed Affidavit are received, a replacement item will be shipped to the buyer. No refunds will be given.

Notification of damage or problem must be communicated to StudioSmiley NO MORE THAN 72 HOURS AFTER THE SHIPPING PROVIDER HAS MARKED IT DELIVERED or no action will be taken by StudioSmiley.

Orders are considered lost if not delivered after 30 days from date item was received by USPS, the delivering company or partner facility under normal delivery circumstances. Exceptional circumstances such as floods, fires, pandemics like Covid tincrease the non delivery period to 90 days. The Buyer will be required to sign an online AFFIDAVIT from the insurance company which is a legal form confirming they did not receive the item or a copy of a police report must be filed since mail theft is a federal crime. A claim will submitted to the appropriate body such as the insurance company or the delivery company such as USPS, UPS etc. Once the claim is approved, a replacement will be shipped out and no refunds will be given.

If the order was shipped to the wrong address because the wrong information was given to us, the address is undeliverable or incomplete, or because the address in Etsy was not updated correctly, we are not responsible and no refunds will be given. However, we will do our best to try and assist in the product getting to the correct place. If the product is returned to us, we will re-ship the item to the new address provided by the customer but the customer is responsible for the shipping cost. We will not re-ship the item until it is returned to us and the customer has paid for re-shipping.

The delivery dates or shipping times provided by Etsy and StudioSmiley are ESTIMATES only and are not guaranteed . We will do our best to process your item as quick as possible and ship it out but we have no control over carrier shipping and delivery times, including delivery times. We will not refund or send a replacement and we will not accept returns for orders that were delivered outside the estimated shipping times provided by Etsy.

StudioSmiley uses recycled packaging whenever possible to respect the environment.

We have two locations;
1. Niagara Falls, New York USA
2. Mississauga, Ontario Canada

If a package is missing but tracking information shows it was delivered, there a few things that I recommend doing:
1. Contact your local post office. They may have it and can even obtain GPS location of where your package was delivered.
2. Ask all family members in the home, your neighbors and look everywhere around your property.
3. If it can’t be found you can then fill out a missing mail report on USPS.com.
4. Contact your local police department and file a missing mail report. Federal mail theft is a serious crime. Send me the report # and I once verify it I will send you a replacement. No refunds will be given.

In cases where the item is marked as delivered, we are not responsible.

Here are the instructions to leave a review:
1. On Etsy.com or the Etsy app, click the Your Account icon.
2. Click Purchases and reviews.
3. Find the item you want to review.
4. Click the star rating you want to give next to Review this item.
5. Add at least five words of text to describe the item and/or the service you received. If you left a five-star review, you can upload an optional picture.
6. Click Post Your Review.

Here are the instructions to download your PDF:

Copy & Paste this link into your browser:
https://help.etsy.com/hc/en-us/articles/115013328108?segment=shopping

If you are using a mobile phone, you may not be able to see the download buttons. You may have to use a tablet or laptop/computer to download your PDF and then send it to your phone to read. If you are having problems after following the instructions above, please contact Etsy Customer Service at 1-844-659-3879 and they will be able to assist you.