✧ Frequently Asked Questions ✧

Will you restock x item?

I will no longer be restocking most products. Some items like lanyards or stickers can be restocked, though they are prioritized lower than newer designs. I work with many pin manufacturers so it may be inefficient for me to reorder a design made a while back while a new design is produced with someone else, and lack of storage space at home! Items that are out of stock tend to be unlisted ASAP. If you no longer see it in the shop and it is not an item that has not yet arrived, then they are likely gone forever.

When will x item hit the shop?

I stock items in rounds. The first round will be pre-sale (either pre-orders in my shop or through Kickstarter). If pre-orders sell out or the Kickstarter is over, I will not be listing extras until the batch arrives. To keep up to date, you can follow my Instagram account, as I’ll post countdowns to when the next restock is and exactly what items are dropping that time around.

I plan on placing a big order. Can you give me a discount?

Discounts are only given out during sales and there are still exclusions that may apply. Please note that I am a small business and do this as a living so I cannot afford to do discounts all the time. Thank you!

Do you offer free shipping over a certain amount?

At the moment I am not offering this deal, as shipping prices have increased dramatically due to COVID-19 and the holiday season. Unfortunately I cannot cover the costs for shipping, especially with larger, heavier items.

Can you hold this item for me?

Unfortunately I cannot hold items as it adds confusion when it comes to keeping track of inventory. If you would like, you can place an order for the item and leave a note asking for it to be held if you are waiting for an item that plans on being dropped in the near future!

I will be moving soon and won't know if the address I'm currently staying at will be the same once you ship out the item. Should I place the order now or later?

You are free to place the order whenever you'd like! If this is the case, please leave a note at the checkout saying you may be moving when the item(s) are scheduled to arrive. I will send you an email to confirm your shipping address, and changes can be made if the package has not yet been shipped.

Can I combine orders?

Yes you may! You can either leave a note in your order or send me an email with the order numbers you would like to combine. Please make sure the shipping name and address match, so I can combine with ease. Excess shipping will be refunded at the time the order is packed.

The address I input in the order is incorrect! Can you fix this?

If the order has not been shipped yet, please email me ASAP at xiumaiart@gmail.com. I can fix this if it hasn't already gone out! If your order has already been sent out, unfortunately there is nothing I can do. I cannot offer a refund as the package likely won't make its way back to me since I use the address of a third party service for international orders. Please make sure your address is correct, including the unit number if applicable. Canadian orders may make it back to me after some time if sent via CanadaPost lettermail. In this case, I will contact you via the email you placed your order with when it arrived back to me and I can reship your order at the cost of the shipping fee or refund your order minus the shipping cost.

My order still hasn't arrived. Can I get a refund/can you reship the item(s)?

Please allow some extra time for your items to arrive to you during the pandemic. Below are the estimated times for delivery, after your packages have been dropped off:

  • Canada (CanadaPost Lettermail/Expedited Parcel): 2-9 business days (please contact me after 1 month if you still haven't received your package)

  • USA (USPS First Class): 3-14 business days (please contact me after 1 month if you still haven't received your package)

  • International (Asendia/ChitChats): 4-75 business days (please contact me after 3 months if you still haven't received your package)

I will allow a 30 day buffer zone for you to contact me upon not receiving your package, after the allotted time period I will not be able to refund or resend your order.

My item arrived damaged/I received the wrong item. What can be done about this?

Please email me with photos at xiumaiart@gmail.com! I am happy to replace your item (if it is still in stock) or offer you a partial/full refund depending on the case.