The amount of time I need to prepare items to ship out (processing time) varies. Usually, I try to process orders and ship orders out within 1-3 days from ordering but it can take up to 1-2 weeks, depending on my schedule and what you order! Any abnormalities in processing times will be listed in individual item descriptions. The time it takes the shipping service to deliver your order depends on shipping option chosen, along with environmental factors that are out of my control. In general, my policy is to give domestic (USA) orders at least 30 days to arrive before taking action, even though typically orders arrive much earlier. International orders may take even longer! If you have questions about shipping, do not hesitate to contact me!
I am not responsible for customs or import taxes that might apply to your order - each buyer is responsible to pay their applicable custom/import taxes (including VAT). I am not responsible for any delays due to customs. Please keep in mind that international orders in particular often take an extended and unpredictable amount of time to get to their destination. The most affordable international shipping does not include tracking, and I am not responsible to prove delivery for lost international orders if tracking is not purchased by the buyer.
Shipping Damage: As polymer clay pieces are fragile, on very rare occasion (less than 1% of the time), a piece breaks during shipping. If one does happen to break, please let me know and send me pictures of the damages. That way, we can come up with the best solution possible together - whether that be you fixing the item with my online assistance, shipping the item back for me to repair, or a return. Unfortunately, because each animal is one of a kind, a broken figurine cannot be replicated/replaced. If you do want to return a broken item, I would be happy to refund the order upon receiving the item back. As my shop policies state, I accept returns if you contact me within 14 days of receiving the item, and send it back within 30 days. Again, very few animals break, and we can always find a solution when they do!
SHIPPING MULTIPLE ORDERS TOGETHER/SHIPPING REFUNDS: I typically try to combine orders that are placed by the same customer with the same email address AND going to the same shipping address, if multiple orders are placed at a similar time. I try to do this as often as possible, and I don't confirm first, since most people want to save on shipping if possible (this most often comes up because polymer clay shop updates can be very competitive, and many feel it is faster to purchase in multiple transactions). Since multiple orders charge shipping twice or more, I will refund extra shipping charges if the orders are able to be shipped together for less than the sum of the two shipping charges! I will refund the charge on a random order of the multiple placed. Please keep in mind that it can take up to 10+ days for the system and bank to process the refund (though it's often faster!) If for any reason you want your multiple orders to the same address shipped separately, please email email@example.com immediately after purchase to let me know!
I do this order-combining process as a courtesy, and not as a given. If orders are really large and fragile, or combining very different products would make they ship less securely, I will leave the orders separate.
Please note that if two orders with the same shipping address are placed under different email addresses and/or with different ship-to names, I will ship them separately. I can ship these orders together if BOTH email addresses used to order email me with:
1. the order numbers they want shipped together,
2. authorization for the orders to be shipped together,
3. agreement on which order number(s) any shipping refunds should be processed on.
All this information must match exactly on both emails! Please send these emails right after ordering so I can connect the orders properly. As an example of where this applies, if you and your sister live together, and both place an order at the same time, I will need email confirmation from both of you separately to be able to ship the orders together.
INCORRECT ADDRESSES: Please double-check your address before placing an order! I am not responsible for lost or misdelivered packages due to incorrect address. I will ship to the address written on an order, and if I catch addresses with missing information, I am not responsible to correct that information, nor to initiate contact to confirm address correctness. Please keep in mind that if your address is incorrect, it can lead to lost or severely delayed packages. If a package is returned to me due to incorrect address information, I will try to contact the person who placed the order. I am not responsible to re-send packages returned to me due to incorrect address free of charge. Please keep in mind that I often send orders very fast (even same-day) after receiving them, and therefore correct addresses can help ensure packages make it to their intended destination!
PACKING SLIPS: I do not include packing slips unless it is requested by the customer! If you would like a packing slip with your order, please leave me a note saying so at checkout.
I accept payments through Shopify Payments - you should be able to use most major credit/debit cards!
I accept returns so long as you contact me within 14 days of delivery and send the product back within 30 days of delivery. After these time parameters, products are not eligible for a return. Please email firstname.lastname@example.org for an address to return products to. Items should be unused and in the same condition they are received in, or they are not eligible for a return. Return items should be shipped back in the original packaging, and packaged securely. Due to the fragile nature of my polymer clay pieces, I cannot give full refunds for items that are damaged, not returned in original condition, or missing parts for reasons not due to my error - if they are packaged for return the same way they arrive to you, this should not be an issue!
Please keep in mind that the buyer is responsible for return shipping costs, and I will only refund the cost of the product itself on a regular return. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Please keep in mind that shipping times can vary for an item to be returned back to Narwhal Carousel Co. Please consider using a trackable shipping option, as I cannot refund items that I do not receive back!
We do not accept returns on custom or personalized orders (unless they arrive damaged by shipping). We also do not accept returns on perishable items, digital downloads, intimate or sanitary goods, hazardous materials, flammable liquids or gases, health and personal care items, or gift cards.
To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Because each polymer clay art piece is unique, I do not accept cancellations or exchanges on art pieces. Exchanges may be applicable for products that are not original art pieces. Please keep in mind that in the event of an exchange, shipping times can vary both for your item to ship back to Narwhal Carousel Co., and for us to mail you a replacement item.
Shipping Refunds/Shipping Multiple Orders Together:
Please see policy as written in "Shipping Policies" section above.
Items Damaged in Initial Shipment:
Please see policy as written in the "Shipping Policies" section above.
Nature of Handmade Items
Each and every figurine from Narwhal Carousel Co. is handmade from start to finish, and completely unique. For this reason, minor imperfections such as spots of discoloration, asymmetry, texture flaws, and other blemishes should be expected. In addition, please keep in mind that colors on your screen may vary slightly from what a piece looks like in real life! No piece is "perfect," though the absolute upmost care is put into each and every piece! These are fragile art originals and should be treated with love and care! While cute, polymer clay pieces are not intended for use as children's toys - they are for display purposes only.
As polymer clay pieces are fragile, on very rare occasion (less than 1% of the time), a piece breaks during shipping. If one does happen to break, please let me know and send me pictures of the damages. That way, we can come up with the best solution possible together - whether that be you fixing the item with my online assistance, shipping the item back for me to repair, or a return. Unfortunately, because each animal is one of a kind, a broken figurine cannot be replicated/replaced. If you do want to return a broken item, I would be happy to refund the order upon receiving the item back. As my shop policies state, I accept returns if you contact me within 14 days of receiving the item, and send it back within 30 days. Again, very few animals break, and we can always find a solution when they do!
Unless otherwise stated, all art pieces, products, and designs both on this website and on all Narwhal Carousel Co. social media platforms are the original work and intellectual property of artist Acacia Anne Grant. I reserve the right to redistribute my ideas, designs, and images of my pieces, even after the individual physical piece is purchased. Pieces are not to be copied, even after being purchased. I take intellectual property theft very seriously and will not tolerate it!
I try to send out teeny baby seals, narwhals, pumpkins, or other mini figurines as order "freebies" as often as I can, just as an extra thank-you to those who order! These are placed randomly in orders, but I try to choose a mini that compliments the piece ordered! These definitely aren't guaranteed but I really, really make it a priority to include them in orders! Please note, polymer clay minis (like baby seals) are only sent out with polymer clay figurine orders (as opposed to with stickers or other products). This is just because these minis need the protection of the figurine's packaging and don't ship well with my other products. Thank you for your understanding!