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F A Q

Shipping

• Where do you ship from?


I ship all packages from Albany NY, USA ♥




• How much is your shipping?


Shipping is calculated at the time of checkout. Depending on your country and what you have ordered the price will vary. You can see the cost of shipping by adding everything you want to your cart and going through the process. It will show you the total cost before asking for any payment.




• Do you except international orders?


Yes I do! I ship worldwide ♥ All shipping prices have already been configured. If you would like to see how much shipping is before you buy. Add an item(s) to your cart and then click " Checkout " To see how much your total order would be before purchasing ♥ NOTE ♥ I unfortunately do not ship to countries; Mexico, Brazil & Chile due to previous issues of me shipping out to these countries. I apologize for the inconvience and I hope you understand~ ♥




•  How long until my order arrives?


I ship from Menands, New York. International orders do not have tracking, and typically take 2-12 weeks to arrive. USA Residents: 3 to 8 days Canada Residents: Typically 5 to 12 days

Overseas/International: 2 - 12 weeks


N O T E ♥ USPS is pretty good at getting international orders to there destinations at a timely fashion so far. My average international, non north american shipments have gotten to their new homes in about 8 - 10 days.

N O T E ♥ Unfortunately after very many unsuccessful attempts to ship items with several different shipping methods I had to make the difficult decision to stop shipping to certain destinations altogether. These countries include Mexico, Brazil, and Chile. I apologize for any inconvenience this causes. Thank you for understanding ♥




• When do you usually ship packages?


I usually send out packages on Wednesdays, Thursdays & Fridays. All packages are sent via USPS Flat Rate. Both domestic & international.

I do not ship packages out on Major Holidays.




• Do you do combined Shipping?


No. I do not do combined shipping. Combined shipping is entirely to time consuming. Nowadays with the amount of orders I receive it is just too much. I hope you can understand this, thank you ♥




• How do you price your international Shipping?


When it comes to how I price international shipping it included all taxes, fees & duties that have to be paid in order for you to get your goods ♥ Each country/province has their own unique tax laws & regulations to receive and hence my shipping is curated to take care of them. What I find unfortunate is that alot of independent business owners like myself do not or have not added the cost of taxes, fees, and duties for international shipping. They end up taking a financial hit due to having to pay those fees without charging the customer correctly & after a long run end up in a financial deficit because they're shipping isn't correct. ( Q ~ Q )




• Can you please mark my order as a "gift" for customs and put the value as $15 USD?


I completely understand the issue of international customs fees but @ chenxira my policy is to always be accurate and honest. Lying about value within customs is a serious offense + it puts me at risks of incurring fines and worse. Custom fees, Duties & Taxes are already covered within my international shipping fee, so theirs really no need to ask for this.




• My Package isnt here? What do i do?


Please contact your local post office first! I provide tracking on all domestic orders, so please follow the progress there! Most likely there was a hiccup in the provided address or for some reason the post is holding onto it. If a package is returned to me due to an incorrect address, I can resend it as long as a shipping fee is covered. Here is the reshipment fee you need ♥




• COVID-19 Shipping Updates


The COVID-19 plandemic has caused significant delays in transit both domestic & worldwide. USPS has stated the following pretaining to all estimated timed regarding Flat Rate Shipping. [ Moth Popular shipping method I use ] USA/Domestic - 7 to 15 day International - 10 to 35 day I am very sorry for the delays and ask for your patience and understanding in this situation. Thank you for your patience and understanding under these exceptional conditions.





Returns & Refunds

• What if I want to cancel my order?


If you order has not been shipped, contact me and I will refund you. Orders that have already been shipped cannot be canceled.




• What is your return/exchange policy?


I currently do not offer returns.

All sales are final.

I do offer refunds/exchanges if I, the owner am the cause of a mishap or mistake, i.e items you received are damaged or are different from what you ordered.
♥ Please be sure to read the product descriptions & sizing guidelines carefully before making your purchase(s). ♥ If their are any issues with your order please dont hesitate to contact me via form above




• I recieved an item(s) that I did not order. What now?


If you have recieved an item(s) you did not order please provide the following to expedit your requested item(s) to be shipped to you: ♥ Photo of item(s) that were sent to you incorrectly. ♥ Your order number Please send your entire order or item(s) that was mistakenly sent to the following address: Chenxira ♥ 29 Clifford Rd Menands NY 12205 Please send a photo of the shipping receipt showing your shipping payment. [ The prefered shipping method to use is USPS Flat rate / Priority . US residents only ] Once obtained you will recieve a refund for the shipping paid to return the order. ♥ Send all info above to email: chenxira@yahoo.com





Wholesale

• Do you offer wholesale?


Unfortunately, I do not offer any designs I create for my shop for wholesale BUT If you would like to commission me to create a pin design for you to sell that can be discussed. Be sure to check out my commission terms and conditions so that you an understand how to commission me ♥





Lost Package

• I accidentally added the wrong address and the tracking info says "returning to sender" What now?


Oh goodness! ( Q ~ Q ) With issues like these, the only thing that can be done is wait until I receive your item and then ( if you still desire the goodies ) you have to pay my reshipment fee to re-receive your item. During the checkout please be sure to enter your correct address so this hiccup wont happen again! ( > x < ) N O T E Pertaining to returning packages, USPS doesn't see them as a priority since the original shipping cost and postage went to sending the package out to you. So returning it to me can take a few days to a few weeks or months. For example: I had a customer that entered an old address and it took about 1 month for me to receive the returning package ( Q ~ Q ) Again ♥ Please make sure your address is correct during checkout so all can be as right as rain ♥




• My package has been lost! What do I do now ?


Oh no! ( Q ~ Q ) Im so very sorry your package has been lost or stolen! I apologize greatly for that! I am not responsible for lost of stolen packages.

Im so sorry again! Please reorder if you'd like to receive your goodies again if they are in stock.
Also, all shipping charges are strictly nonrefundable.





Commissions

• I ordered a digital commission and didnt get it in my email?


Sorry about the trouble! ( > x < )! Sometimes when I send customers there digital copy of there commission it goes to there spam. Be sure to check your spam for " chenxira or guillmon9005 " content. If you can't find it or even feel you accidentally deleted it just contact me via email and ill send you another ♥




• Where are your terms & conditions for your commissions?


My terms & conditions for all commissions are on my artist website H E R E . PLEASE read my terms thoroughly. There not that long at all plus it informs you about all aspects of commissioning me along with all pricing for personal commission. Thank you ♥




• I would like to commission you, How do I start??


First, go to my website HERE and thoroughly read the terms & conditions. Once you have fully read the terms and conditions for commissioning me. Go to the bottom of the page & select which personal commission you desire. Once you have decided on which one you would like, click the link and purchase your commission. Please send all references to my email @ guillmon9005@yahoo.com If you seek a commercial commission please reach out to me via the email above for us to discuss your commercial inquiry.





Damaged Goods

• My goods were damaged when I received them. . . ( > x < )!!!!


Oh no! I am soo very sorry about your goodies being damaged ( Q ~ Q ) If your goods have been damaged please contact me via email asap. Please provide the following: • 3 - 6 pictures of your damaged goods. Specifically where and what has been damaged • Your order number • Your address Providing these above is essential to not only receiving a refund ( if requested ) but also opening + expediting me re-sending you a replacement for your damaged goods. I apologize dearly for all inconveniences, If we work together we can get everything fixed soon! ♥





Pin Club

• How do I join your pin club?


My pin + art club is maintained on Patreon and with that you first have to make an account ( If you dont have one already ) On the right side of the page you will see the tier section. Click the " Join " button below it to join the club ♥ Its US and International based so pick the one based off of where you live ♥ My pin club charges its initial fee upfront & then at the beginning of each month if you stay !!!PLEASE READ HOW MY PIN CLUB WORK FIRST!!! PLEASE be sure to read how my pin club works before you join! It will answer how its works how the payment system will take place & more ♥ Click H E R E to join my pin + art club ♥ All pins & postcard designs are exclusive to pin club members FIRST and I also have a shop dedicated to past club pins as well ♥





Cons & Events

• Will you be attending any con?


I sure will be! Be sure to check out my events page to see all cons/events I will be attending. Hope to see you their! O v <





Contact me

• I sent you a DM on Instagram/Facebook and you havent repied back yet.(¬_¬ )


PLEASE DO NOT DM ME ON IG OR FACEBOOK. If your trying to get in contact with me about your order or wish to send an inquiry about a product or commission, please use the form above to contact me and I will reply as soon as possible.





Paintings

• Do you sell your original paintings?


Yes I do usually sell my original paintings! ♥ Simply go to the "SHOP" section of my website and purchase the painting that your heart desires ♥ If its not there, swing me an email to see if its available. Thanks ♥





Preorders

• If I order in stock items along with preorder items, will they be all shipped together at the same time?


For all orders I usually ship them out all at once due to shipping costs. Just be sure to add a note to your order so I can be sure to send a little extra surprise to your order ♥ Thanks for your patience ♥




• I preordered goods but haven't gotten them yet?


If you have preordered an item and haven't gotten it yet, it usually takes the following below to recieve your item(s) If it happens to take longer then anticipated, you will be immediately informed via email or phone call. I suggest all my customers/followers to follow me on Instagram for all updates on the matter of preorders. Enamel Pins: A month or so Tees / Apparel: 2 Weeks NOTE ♥ The time explained above represents the time for my manufacturers shipments to arrive to me. Not the shipping time for both processing + sending you your order. For Example: I ordered about 3 enamel pin designs from a manufacturer I had worked with for some time. About 2 weeks had pasted after I paid for my pins and I had not gotten any answers or reply's from them. Long Story short I waited over 3 months to get my pins from them. If a situation like that were to happen to me again ( which i HOPE never does! ) I will be keeping you informed about all changes pertaining to the matter.





Restocks

• Will sold out designs be restocked?


Mostly all of my merchandise designs are limited releases, meaning they are not restocked once sold out! I prefer to keep designs limited so they can remain unique and exclusive. Be sure to follow me on my Instagram so you can always see my new designs and snag them before their sold out!





General Questions

• Where is my order?


As stated in the about page, chenxira is a single person run shop and depending on the number of orders I get and what not it can take about a few days to even a month just to get through all the orders. For example: This summer my shop received over 400+ orders. With me being a one women show, to ensure quality, my cute aesthetics, hand writen notes & making sure the orders are correct takes time. I try my very best to send out updates pretaining to your order(s) If there are any complications of any sort pertaining to your order, you will be informed immediately! I am not responsible for lost or stolen packages.Please understand that packages are out of my control once they are in USPS hands. Therefore, all shipping charges are strictly nonrefundable. As always thank you so dearly for your patience. Your goodies will be with you soon! Please feel free to contact me anytime about the status of your order ♥ ( O w < )




• If I order in stock items along with preorder items, will they be all shipped together at the same time?


For all orders I usually ship them out all at once! Due to shipping costs. Just be sure to add a note to your order so I can be sure to send a little extra surprise to your order ♥ Thanks for your patience ♥




• How long is your order processing time?


My order processing time depends on how busy my shop is. On a slow, regular day it can be about 3 to 5 days. On busy days it can be 7 days to 2 - 3 weeks or more depending on my order workload. Please remember & understand that this store is run by one person. Please be patient with me ♥, you will receive a shipment notification as soon as it's on its way! As well as any updates pertaining to the delay of your order. Thank you for your patience ♥




• Why do you need my phone number in the order info?


Though my most preferred method of reaching out to all customers is email, there have also been situations in which I had to call a customer about there order(s). Also, international shipping custom forms also require phone numbers for there carriers to reach you [ the customer ]. Not all countries are like this but quite a few are. If and when a phone call is made to you, I will be polite and sweet as organic honey~ ♥ I also hope you do the same ( > w < )




• I still have questions!


You can contact me via email or my shop's contact form and I will get back to you as soon as possible! Please note that I won't be able to answer messages during the weekend. Thank you for reading ♥ Mina





Privacy

What info is collected about me as a browser of your website?


The information that is collected about all website traffic to my website is based off of numbers as a whole and not individuals, so you and your personal information as a simple browser on my website is kept anoymous. Personal Info NOT collected while browsing is as follows: Your name Your address IP Address [ Your wifi or internet routers number ] Specific model of electronic device used while browsing [ Samsung 10, Apple 5, etc ] Current Location [ I see your getting that deluxe burger @ Five Guys right now!! Mmm! ] Wix [ my current eccomerce platfrom ] does for their analytic traffic by showing the number of people as a whole who have visited my website, where people are from, specifically what country you live in, What device my website was viewed on the most [ Whether is was, PC, mobile or Tablet ] and most popular products clicked on along with most clicked on menu links. My website has SSL Certificate Encryption, so if and when you do submit info or even purchase some goodies, your information is encrypted and protected. ♥




What info is collected about me as a customer of chenxira?


When you purchase product(s) from my website a physical address is needed in order for me to ship you your goods [ Unless you purchase a digital product, no address is needed ]. The info that is collected for digital purchases are as follows: Your name Your Phone Number Method of payment Your residing country When purchasing goodies from chenxira the following information will be collected about you, that you yourself give to me. It is as follows: Your name Your address Your residing country Your phone number Your email An optional note to me [ avaliable at checkout ] The item(s) that you purchased The time of purchase Method of payment [ As in Paypal or Credit card NOT your card number or account info ] If and when you decided to become a member of my website. You decide on what info you would like to add to your particular account. That info and ALL information you submit to me website [ yes, even at checkout ] is protected by SSL Ceritificate encrytpion. So no one can decode or access your info, not even me! The following information is NOT collected about you: IP Address [ The address of your specific router used for wifi ] Your device model [ Apple 6 or Samsung S5, That info is not collected at all ] Mobile Data carrier [ Sprint, Boost, AT&T, etc ] Current Location [ Only your delivery address, not the Starbucks your waiting in right now ] With the personal information that is provided to me from you, I will never sell, bid, share or redistribute that info ever.





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COPYRIGHT © 2020 CHENXIRA®. ALL RIGHTS RESERVED.

Here at chenxira, your privacy is very important to me. I will never sell, bid or redistribute your information. Ever
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