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FREQUENTLY ASKED
QUESTIONS

✦ Can you sign the merchandise?

Only in cases where Nana is personally handling the packing and shipping will this be possible. Otherwise, at conventions feel free to ask!

✦ Where are you based?

Canada

✦ When will I get my order?

Due to scheduling and conventions, an order may take up to 2 weeks before processing

In cases where an item goes out of stock while we are at a convention, a refund for the item may be offered or you may wait until the item is restocked. There may be cases where a product will not be reproduced, in this case an automatic refund will be processed.

For Canada and the USA, orders should arrive within 5-10 business days after you receive a confirmation email with the shipping information. For international orders, please allow up to 2-6 weeks.

Preorder items are processed differently, please check the preorder item's description for the estimated shipping date.

✦ Where is my order?

All orders come with standard tracked shipping unless letter mail is chosen. You will receive the tracking number with the shipping confirmation. We are not held responsible for any lost packages once the orders have been shipped. 

 

If your package is late, please check with your local post office.

✦ What is this store's return/exchange policy?​

EXPULSE does not offer returns. Refunds will be provided only for products with manufacturing defects and before your item has been shipped out. If your order contains incorrect items, is incomplete or has manufacturer damage, we will do our best to offer a replacement.

Apparel exchanges are valid within 14 days of the customer receiving the product. Shipping cost will be the customer's responsibility. Upon receiving the returned item, a replacement item will be sent out along with a new tracking number within 2 weeks. The item must be in new/unused condition and the tag must still be attached.

We are not responsible for any import, tax, or duty fees.

If you have any inquiries or need customer support, please contact us via email (expulse.illust@gmail.com) or the contact page.

✦ How do pre-orders work?

Pre-order items are when you order an item that has not yet been produced. Pre-orders are to gauge the amount of interest in a product and to help the production of the item to come to fulfillment. The timing for the production may vary so please check the page of the item for details and updates.

If the threshold of a pre-order of item is not met, you will be refunded the full amount.

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