A: Don't be alarmed! This happens regularly. When we begin order assembly, we print the labels in bulk FIRST, then begin the packaging process. However, the moment our team prints your label is when you receive an automatic email that says (inaccurately) that your package has shipped. We're unable to edit this message and realize the confusion it causes. Be assured, our fulfillment team is hard at work packaging your order, just keep in mind that when we get a large influx of orders it takes time to package them all. As such, when you get this aforementioned email but notice a lack of updates from the postal service, your package is definitely on its way, our team just needs to get to its place in the group of labels for assembly and then put it out for delivery. This has occasionally taken over 8 days due to large order quantities.

ALTERNATIVELY: The postal service occasionally (we’ve noticed this more frequently lately) neglects to update tracking information altogether. This may make your package appear like it hasn’t moved when, in fact, it is on its way. There is unfortunately nothing we can do on our end to amend this particular situation as it is entirely the jurisdiction of the postal service. A general rule of thumb is that, unless you live outside the United States, once your label has been printed it should only take 2-4 weeks to arrive unless it includes a pre-order item.

A: Typically when this happens the postal service will bounce the package back to our shipping office. Once it arrives, our shipping team will send you an email notifying you that they have received it back. They will discuss with you over email how to re-send the package. Unfortunately, if your package fails to be delivered, this is most likely a problem that either the postal service encountered with your provided address or when delivering it to your person. As such, we will need to ask you to pay a second time for shipping so that compensation is properly issued for the problem to be amended. 

A: This happens! As strange as it may seem, we have had packages traveling to a destination in Canada that bounce their way through Europe and Asia before eventually arriving. Don't worry, it is just the result of a complex web of shipping routes. If the address is correct on your order, it will most likely arrive.

A: If you receive a product that has been damaged on its way to you then please email us at campmustelid.shop@gmail.com! The solutions here are entirely situational and we will do our best to find a compromise! Simply send us photographs and communicate with us, we will assist you as best we can!

A: Due to the nature of having very limited stock for our small business we are unable to accommodate exchanges. That being said, you may always return your item for a refund on the price of the item involved. (Some items are not eligible for return due to general sanitary safety) Please notify us by email at campmustelid.shop@gmail.com if this is what you wish to do and we will issue your refund once the return has arrived back at our office. Please be aware that in order for a return to be finalized the item must arrive in it’s original condition that is suitable for resale.

A: In the unusual event that a package is stolen in some way, we are unable to accommodate re-sending or refunds. We are powerless to help prevent such occasions, and usually so is the postal service. If you have reason to believe a theft of your personal property has occurred, we are obligated to advise that you report it to your local law enforcement or use other community resources to help track stolen property down. Also, be very sure to check with the post office as to whether or not they have more information first. We are only a small business, and cannot hold ourselves responsible for the actions of thieves, whether that be in depleting our stock by sending another package or issuing a refund.

A: All of our pre-orders are items that are made to order. What that means is that the item you have purchased in a pre-order needs to undergo the manufacturing process before it can be sent to our shipping office, and then be packaged and shipped to your door. This process usually has a time frame that we provide on every pre-order listing. Some items take much longer to manufacture than others. Please reference the listings and keep up with our social media and/or newsletters for updates.

A: Unfortunately we can only accommodate one payment for shipping at a time. We wish we could have “smart” payment systems that would be able to charge you differently for different situations, but that is not a feature provided to us by our storefront website. If you wish to make an order of a regular shop item along with a purchase of a pre-order item but would like the regular items to arrive sooner, we recommend that you make two separate orders. This will allow our team to package and send your order of any regular shop items that are already in stock, and the package itself will arrive to you independently of the pre-order item’s manufacturing time.

A: We refer to this as “package limbo”, and it most commonly occurs in international orders as packages go through customs. It is inconvenient but normal. Have patience, your package will still most likely arrive. This may also happen domestically in the US as the result of shipping route loops that the postal service has to navigate. Unless you notice that the package has returned to our shipping office in Gainesville, FL or have received a notification detailing that something unexpected has happened to it in some way, don't be alarmed.

A: If you have a reason to believe that your package has been lost, we highly recommend filing a claim with your postal service. The postal service is the best way to find your package in the event that it is lost, and you will be the one best equipped to correspond with them. Unfortunately, we have no control over what happens to a package once it has left our office for delivery, that is entirely the responsibility and control of the postal service. Additionally, we are unable to accommodate refunds for lost orders as there is no way to confirm a situation in which a package will definitely not arrive or hasn't arrived already.

A: We have to apologize for this kind of inconvenience but these things do happen, our shipping crew is small and things slip through the cracks. In the unlikely event that this happens, please feel free to contact us and we will amend the mistake. We may have you return the item that was incorrectly sent, in which case we will compensate you for the return shipping. In the event that we no longer have stock of the item involved, you will be refunded the price of the item you originally paid for.

A: Order cancellations are always possible as long as your package has not already been sent out for delivery. Simply email us about the cancellation.

A: We ship almost everywhere with some restrictions to countries that have some strong import rulings. It is unlikely that we won’t ship to the address you provide, even if it is not your residential home address. That being said, you must provide a valid address to a place where you will actually be capable of receiving your package, as some packages need to be signed for or issued a customs fee, etc. If you do not keep track of these sorts of delivery steps, or if you provide an inaccurate/unreliable address, the package may bounce back to our shipping office (in the United States) or get caught in a kind of confused postal-limbo that has thus far been conducive to orders getting lost. If the package is returned to us, you will have to pay shipping a second time. Additionally, you must provide an address that fits traditional shipping information formatting: Name, Building Number + Street Name, Apartment Number or PO Box if necessary, City, State/Province, ZIP code, Country. You must also provide this information in a streamlined fashion with 40 characters maximum. If there are any problems with the address you provide that we can spot while creating your shipping label, we will email you! 

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A: We do! With restrictions. Unfortunately due to the VAT tax system, the only way we can offer shipping to the UK is by meeting a specific order value minimum, which is £130. We realize this isn’t a great solution, and is a high cost. Because of this we encourage group orders! We hope to have a better solution in the future!