SHOP F.A.Q.

Orders and Processing

» In-stock items

All orders are processed between 3-5 business days unless I have stated otherwise on my website notice banner. 

» Pre-order & Backorder items

If your order contains both preorder/backorder and in-stock items, it will ship once all items are in stock. If you prefer to receive your in-stock items first, please place separate orders or reach out to me via contact@batsouppe.art or use the contact form to split your order. Note: by splitting shipments after an order has been received, you may be charged an additional fee to cover the shipping costs.

» Combine orders

Yes! Please email contact@batsouppe.art or use the contact form to request an order consolidation and shipping refund for any leftover shipping credits. This will not be done automatically. If the items have already been shipped, I am not able to combine your orders. 

» Adding items to an existing order

Yes! If you want to add/upgrade the items in your order, please contact me here or email contact@batsouppe.art. If your new order exceeds how much you paid originally, I will send you an invoice with the difference that must be paid within 24 hours.

» Orders that contain any of the following items come with automatic tracking:

Charms, enamel pins, large stickers, medium prints, large prints, books, oddly shaped items

 

» Orders containing only these items do not come with tracking:

Small stickers, mini prints

**Smaller flat items do not come with tracking because they are shipped via letter mail

 

» Changes

I can add/remove items from an order and modify the shipping address,tracking email, etc. Kindly contact me via the contact form or send me an email directly to contact@batsouppe.art. Changes can be made as long as the order has not shipped and/or you have not received a shipping confirmation.

 

» Cancellations

Cancellations are permitted as long as the order has not already been shipped. To cancel an order, please reach out to me via email contact@batsouppe.art or use the contact form. Please note that the full order amount may not be refunded. I am unable to refund card processing fees so please keep this in mind when you are placing an order.

» Returns

Returns are permitted but the buyer is responsible for the return shipping cost and will only receive a refund for the cost of the order after card processing fees. Initial shipping cannot be refunded. To initiate a return please reach out via email or use the contact form. Returned items must be in their original condition.

 

» Exchanges

Exchanges are handled on a case-by-case basis. If you think an item is damaged/defective please reach out to me via contact@batsouppe.art or use the contact form

Shipping and Delivery

Yes and no. While I do ship worldwide, there are some countries I cannot ship to.

» Countries I cannot ship to:

UK and any countries listed in the USPS suspended services page

*Please note, this page contains both service disruptions and suspensions. Please pay attention to the information regarding your country.

 

» EU Countries:

You will most likely be required to pay VAT import tax before your package is released for delivery. Please keep a lookout for notices from the post office in your mailbox or front door.

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EU countries include: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden

All orders are shipped from California. Please be aware that these are estimated delivery times and some orders might experience unexpected delayed due to the postal service.

 

» Domestic (USA)

USPS Ground Advantage: 2-7 business days

USPS Priority Mail: 1-5 business days

USPS Media Mail: 2-8 business days

First Class Letter (untracked): 1-5 Business days

» International 

USPS International First Class: 1-4 weeks in business days

USPS International Priority: 6-10 business days

USPS International letter (untracked): 2-5 weeks in business days

UPS Standard (Canada, Mexico only): 3-5 business days

UPS Worldwide Expedited: 2-5 Business day

Once your order has been shipped, you will receive a confirmation email and tracking page (if applicable).

» Smaller flat items like mini prints and stickers do not come with tracking because they are shipped via letter mail

If you reside outside of the US, all orders are subject to customs and fees. Please note that the buyer is responsible for any taxes and fees incurred. Please check your country’s rules carefully.

» Any returned items due to unpaid duties and fees will be refunded minus shipping and card processing fees.

For all inquiries regarding lost/damaged orders, please submit a request here or email me at contact@batsouppe.art

» Tracking says delivered but I did not receive it!

Please check all possible delivery locations as well as the neighboring houses in case of a misdelivery by the postal worker. If you are still unable to locate your package, please contact your local post office and submit a claim.

» My tracking has not updated in weeks!

If your package has not moved and it has been more than 2 weeks past the estimated timeframe, please submit a claim with the carrier and reach out to me so that I know in case the package returns to me

» My item(s) arrived damaged or defective or an item is missing from the order

If you think your order is damaged please submit a request here or email me at contact@batsouppe.art with your order number, pictures, and details. After assessing the issue the buyer may be eligible for a replacement, return, or refund depending on the severity but this cannot be guaranteed. 

If an item is missing from your order, I will try to ship it free of charge but I cannot guarantee this.

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