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FAQ

✦ 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?

Vancouver, 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 be discontinued, 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.

Once we hand an order off to the shipping office, what happens during transit is out of our hands. Your local postal service or the shipping carrier of your order will be the best ones to help you find the status of your package.

Please contact us via email if you are in need of specific shipment details to aid in a mail search request!

✦ What is this store's return, exchange and cancellation policy?​

All sales are final. Only special circumstances outlined below will be eligible for exeptions:

 

Returns must be met with the following conditions:

  • There is a manufacturing defect.

  • A photo of the item defect is sent with the order number within 14 days after receiving the order.

  • Limited, digital items and personalized orders cannot be refunded.

 

If your order contains incorrect items, is incomplete or has manufacturer damage, we will do our best to offer a replacement.

 

Cancellations are not valid after 2 hours of the order being placed. If an order is cancelled, a 10% processing fee will be charged. 

 

Item exchanges are possible before an order is processed and as long as the items are of the same value, otherwise a difference in price will be charged. Please contact me with the order number and item change request.

If your order contains incorrect items or is incomplete, we will do our best to offer a replacement.

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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