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Delivery


When will I get my stuff?


[UPDATE] There are currently worldwide delays on the order fulfillment due to Covid-19. Your orders will be with you, but it might take longer than usual.


It takes 3-7 days to fulfill an order, after which it’s shipped out. The shipping time depends on

your location, but can be estimated as follows:

USA: 5- 8 business days

International: 10-20 business days



Where is my stuff coming from?


I work with an on-demand order fulfillment company with facilities worldwide!



Will I be charged customs for my order?


An additional customs and tax fee can occur on international orders. This fee is unfortunately  not in my control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases. 


My order should be here by now, but it’s NOT. What should I do?


Before getting in touch with me, please help me out by doing the following:


  • Check your shipping confirmation email for any mistakes in the delivery address.
  • Ask your local post office if they have your package.
  • Stop by your neighbors in case the courier left the package with them.

Pro tip: Package theft is on the rise— If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be.


If the shipping address was correct, and the package wasn't left at the post office or at your

neighbor’s, get in touch with me at merch@siberianlizard.com  with your order number.


If you did find a mistake in your delivery address, we can send you a replacement order, but

shipping will be at your own cost.

Pro tip: The zip code is the most important part of the address. Use a simple tool like USPS ZIP

code lookup to make sure you get it right!



Orders


How are your products made?


All of the goodies are designed by me. To actually make them, I work with a reliable, high-quality print-on-demand supplier. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently! 


How do I track my order?


If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop me a line at merch@siberianlizard.com


I received a wrong/damaged product, what should I do?


I am so sorry if the product you ordered arrived damaged. This just won’t do! Please drop me a line at merch@siberianlizard.com as soon as you can with photos of the damaged product, your order number, and any other details you may have about your order.

I’ll get back to you with a resolution as soon as possible!



Returns


What’s your return policy?


As each product is printed on demand, I am not able to offer returns and exchanges, but if there’s something wrong with your order, please let me know by contacting me at merch@siberianlizard.com


Do you offer refunds?


Refunds are only offered to customers that receive the wrong items or damaged items. If any of

these apply, please contact us at merch@siberianlizard.com with photos of wrong/damaged

items and we’ll sort that out for you.


Can I exchange an item for a different size/color?


At this time, I don't offer exchanges. If you’re unsure which size would fit better, check out the

sizing charts—we have one for every item listed on our store, in the product description section.


Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let

us know at merch@siberianlizard.com within a week after receiving your order. Include your

order number and photos of the mislabeled item, and we’ll send you a new one, or issue a

refund.