frogandpenguin's Shop Policies
I use only quality materials in creating my products. All items are handmade with care and detail. Custom requests are very much welcomed!
I accept PayPal for all orders. Local customers may also choose "other" if you wish to pay by cash for in person deliveries/pickups.
Payment is due immediately upon checkout.
Items will not be made or shipped until payment is made.
If you need help with the checkout process, please refer to https://www.etsy.com/help/article/339. If you are still having difficulties, please send me a message and I will be happy to help guide you!
Ready-to-ship orders are generally mailed within 1-2 days. All other orders are generally made and shipped within 1-2 weeks depending on volume. Note that during busy periods (eg beginning of Fall/close to Christmas holiday season!), processing & shipping times may be slightly longer - so get your Christmas orders in early!
Orders will be shipped via Canada Post. Shipping rates indicated in the listing are for regular post and do not include a tracking number. When possible, U.S. orders will be sent from Washington State by USPS but this is not a regular method as I only occasionally go across the border to ship orders.
If you would like your order shipped by priority mail, by courier and/or with a tracking number, I will arrange for this (additional fees apply). Please send me a message and I will create a custom listing for you with the proper shipping calculation. If you have already purchased a listing and would like to request a different shipping mode, just let me know and I will send an invoice via PayPal for the difference.
Your purchase will be shipped directly to your Etsy address unless otherwise specified by you in the notes to seller. (eg if you would like me to send an order directly to the recipient, please include the recipient's address in the notes to seller.)
Refunds and Exchanges
If you are not completely satisfied with your purchase, please let me know!
Normally, refunds or exchanges will be accepted within 7 days. Item must be in the same condition it was when it was shipped and must not be damaged or worn. Refund will be issued after the item has been received and inspected by the seller.
Shipping costs paid at the time of purchase are non-refundable. The cost to return the item is the responsibility of the buyer.
Please note that although I haven't experienced any issues with deliveries or lost orders, if your order is lost in the mail, there is no way to track it unless you requested & paid for tracking with your order. In the unfortunate event that this happens, refunds will not be issued but I may be able to re-make your order for you.
Additional Policies and FAQs
Just a friendly reminder that all products sold in my shop are handmade. Special care is taken to ensure that "bits and pieces" like button eyes, ears, braids, etc are securely attached to the product. However, please be aware that these products are intended to be accessories and not toys and there is a risk of these pieces coming loosened or unattached over time (although to my knowledge this has NOT happened to date!) and the small parts could potentially pose a safety hazard to children, especially if they decide to try tasting their hat!
If you don't see your question here, please send me a message. :)
Q: Do you make hats in other sizes that what is in your shop?
Q: My daughter's favourite colours are purple and green, but I don't see a hat with those colours. Can you make one?
A: YES! I can create a custom listing for you. Please send me the details about the colours you would like, and I will also need the measurements. I will need 2 measurements: the circumference of your child's head (around the head where the brim would sit), as well as the height you would like the hat (the distance between where the brim will sit, and where the top (centre) of the hat will be. If your child has a hat that fits well, you can also send the measurements of the hat: the circumference of INSIDE of the brim of the hat, and the height from brim to the top (centre) of the hat.
Q: I lost my favourite hat! Can you replicate it if I send you a photo?
YES! Please send me your photo and I will let you know what I can come up with. Due to the handmade nature of my products, it may not be an exact replica but I will create a pattern that matches as close as possible.
Q: Christmas is coming! I'd like to order a box of cards. Can I do that?
A: YES! I can create a custom listing for you. Please specify the number of cards you need, as well as what style of card you like. I may or may not be able to replicate an existing card depending on availability of materials, but I can definitely let you know what I can do. We can work something out!
Last Updated April 10, 2014