Orders & FAQs
My package isn't here! What do I do?!
Before contacting us, please do the following first:
1. Check your order/shipment confirmation email to confirm the shipping address you provided was correct.
2. Check your tracking number link to see your package's current status.
3. Contact your local USPS post office either by phone, or in person, with your tracking number ready.
4. If USPS is unable to help you and your package does not show up AFTER 3 DAYS of being marked as "Delivered" on the tracking link, please contact us via email by using our contact us page.
We have no control over a package once it is in USPS's possession, nor do we have more information than you reguarding it's progress. USPS will tell us the same thing they tell you. Tracking is provided on all domestic US orders, so please follow the progress there!
Sometimes USPS will update packages as "delivered" before they actually deliver it the next day or a few days after. So please be patient and give them a few more days to deliver. This becomes more common during busy Holiday Seasons such as from Nov—Jan when their mail volume increases.
Failed Attempted Delivery:
USPS may have been unable to deliver for one reason or another (for example: being unable to reach your door due to obstructions or severe weather conditions) and may attempt re-delivery 2-3 more times OR request you pick up the package in person. If it is not claimed within a few days they usually return the package to the sender.
Your tracking link will show if they made an attempted delivery or need you to come in to pick it up.
There may have been an issue with the provided address, your post office requires an in-person pick up, or it may have been accidentally delivered to the wrong address by your mail carrier. Sometimes they might be able to retrieve a wrong delivered package if you request it.
Package Returned to Sender (RTS):
If a package is returned to us due to an incorrect address provided at checkout, We can resend it once it arrives back in our possession as long as the shipping fee to resend it is covered.
So please double check your shipping address when you receive your order confirmation email, and contact us within 24 hrs to make any needed changes!
There is a problem with my order
SleepingWolvesArt is a one lady run business! It doesn't happen often, but if you find there is a mistake or issue with your order, please use our contact us form so we can assist you with your order. Please include your order number in your message so we can locate your order easily.
If an item was received damaged, or there is some other visable issue with your order, you can contact us directly via email at email@example.com to include images of the damage/issue.
Once the package is in USPS possession, we have no control over how they treat the package. We thoroughly inspect our pins for quality and are not responsible if a package arrives damaged, gets lost, or stolen. However we are willing to work with you to try and resolve the issue.
Can I combine orders / Add more items to a current Open Order?
If you already placed two or more separate orders, we can not combine them and they will ship separately.
We can however add additional items to a recent order or open pre-order*. Please use our Order Add-On/Edit Form to request an edit/add-on(s) to an existing order instead of placing multiple orders.
• We can only add OR exchange items of the same value. We can not remove items from an order.
• We are unable to edit/add items to orders older than 60 days from the day it was placed, so keep this in mind for adding more to long fulfilment pre-order.
If a shipping confirmation email has already been sent, it is impossible to edit/add-on additional items.
We do not hold orders for extended periods of time. Unless you ordered a pre-order item, your order will be shipped out ASAP.
You have 24 hours to request an order cancellation, from the time the order was placed to be able to receive a full refund. Otherwise we do not cancel/refund orders.
Returns and Exchanges
We do not accept returns, however we may accept exchanges if we deem it necessary.
Please contact us directly via email at firstname.lastname@example.org with your order number and the item(s) you wish to exchange. Please provide any necessary photos relevant to the exchange.
Customers are responsible for covering the return shipping cost to send the item(s) back to us and we will cover the shipping costs for mailing the replacement item(s).
Once the return shipping cost is paid via invoice, you'll be emailed a printable prepaid shipping label to use.
After we receive and confirm the returned item(s), we will ship the replacement(s) and send you new tracking information.
I purchased a PRE-ORDER / RESTOCK item. When will it arrive?
By ordering a Pre-Order item, it means you agreed to purchase a product not yet in-stock or currently in production. It may take 2-3+ months for production to finish, depending on the item and up to 1 week more to fulfill your order.
We do our best to make wait times as short as possible and predict estimated shipping times, but sometimes things are out of our control. Unexpected delays can be due to production issues, manufacturer holiday breaks, or the product not meeting our quality standards resulting in needing more time to make replacements. We only ask for your patience if unexpected delays do occur and assure you we will fulfill your order asap with a quality product!
If you order a Pre-Order item with a in-stock item, your order will ship when the Pre-Order item is in-stock. Please keep this in mind when purchasing and order accordingly.
When will this item be restocked?
There is no guarantee a product will be restocked once it's sold out. Most items are considered limited edition. However, some items may return upon high demand. Feel free to contact us to let us know of your interest in a sold out product!
It may take a month or more for a restock to happen depending on new ongoing projects at the time and the amount of restock funds needed. Pin restocks for example will most likely occur and arrive with new product releases.
By purchasing from SleepingWolvesArt you agree to these conditions, Thank you.