Frequently Asked Questions
SHIPPING AND HANDLINGHow do you ship your orders?
Your order will ship through USPS. I ship using USPS First Class Mail with tracking for all US Domestic orders as a standard option. If you need additional shipping options such as priority, overnight, signature, etc. please get in touch with me and I will work something out to get your package to you.When will my order ship?
I ship out orders from Florida within 1-3 business days, which is Monday through Friday. Once your order is shipped, you'll receive an email with a tracking number attached.Do you ship during holidays?
I can ship before and after postal holidays. Basically, if the post office is open and running, I can get your order in their hands. I am limited by postal holidays though, and if your order happens to fall on one of those, your order will ship the day after.
Note: I'm located in Florida and severe storms may cause some delays in my ability to ship your order within the usual shipping window of 1-3 business days.
In the event that I cannot ship your order on time, I will endeavor to let you know as soon as possible and will ship your order as soon as the storm clears out and the post office opens.
Once an order is in USPS' hands, no longer have control of it. Shipping times will depend upon USPS' current transit times but typically, will take 1 to 2 weeks within the United States depending upon where you live and 2 to 7 weeks outside of the United States depending upon where you live. Customers who live outside of the United States may also need to factor customs inspection times in their shipping timeline as well. Customs delays can add 1-2 weeks to an order's transit time.
Do you offer upgraded shipping?
I don't offer upgraded or guaranteed shipping in my checkout systems. However, if you really need something by a certain day you can get in touch with me and we can work on getting your order out to you by a certain date and time. Note that upgraded or guaranteed shipping will cost more than the standard option. Upgraded shipping is also not guaranteed for international customers because of customs.
How do I use the tracking number for my order?
Tracking numbers and tracking updates are handled by USPS. When I process an order, you may receive a tracking number that will not work until it is entered in the USPS system. This may take a couple of hours or up to a day. If your tracking number cannot be found, give it a day or two and it should work. International buyers may receive a parcel number but it may not used for reliable tracking. You can enter your tracking numbers into USPS' tracking tool: USPS Tracking
I pack all orders personally, with care and by hand. Depending upon your order, I will package your items in different ways to ensure that it reaches you safe and sound. All orders of 20 pins or less are shipped inside of a poly bubble mailer of varying size. Orders with 4 pins or larger may include bubblewrap to avoid shifting and cushion them during their transit to you. My poly bubble mailers are made of partly recyclable materials and can be recycled or even reused. Orders over 20 pins may be shipped in a cardboard box that is made of recycled material and can be reused or recycled. If your order contains a gift wrapping option, it will be shipped in a box, regardless of the amount, to ensure your gift wrapping arrives in good condition. The following are packaging details for the products I currently offer.
My enamel pins are hand-polished then attached to a backing card made of sturdy material and sealed in a zip bag. They will be shipped in a poly bubble mailer.
My stickers are sealed in a zip bag and packed with a sturdy postcard to help prevent bending. They will be shipped inside of a poly bubble mailer.
My patches are sealed in a zip bag and packed with a sturdy postcard. They will be shipped inside of a poly bubble mailer.
Charms and Keychains
Charms and keychains are hand-polished then mounted onto a backing card and sealed in a zip bag. They will be packed with a sturdy postcard and shipped inside of a poly bubble mailer.
Oh, dear. First thing to try is to make sure to check all the nooks and crannies in the package to ensure everything is where it should be. Sometimes I secure my items in a layer of bubble wrap to protect them in transit. This might make some of them a little harder to find.If you're missing an item from your order, don't hesitate to contact me via my Contact Form just let me know what you're missing from your order and I'll have a replacement sent out as soon as possible.What if I didn't receive my order?
If your tracking number states that the order was delivered, but it's not at your door then one of these scenarios might be the cause:
- The carrier accidentally delivered your package to a neighbor. You can check with your neighbors to see if the package may have been mistakenly delivered to them instead. USPS, Canada Post and Royal Mail will usually ask you if you've done this step first.
- The carrier attempted to deliver the package but was unable to. Usually your carrier will make another attempt on the next business day. Sometimes, you may also get a notice that lets you know the carrier couldn't make the delivery. Sometimes, the only thing to do is wait an additional business day to see if the package shows up.
- Your package was sent to the wrong address. Sometimes this happens if you have an outdated address for your account. Double check that the address was correct. If it is correct, USPS can be contacted to sort through the issue. If it was incorrect or outdated, please get in touch with me. Your package may still find its way to you or it may be returned to me.
- Delivery of your package was unsuccessful. This can happen for a variety of reasons, but normally in this case, the package will be sent back to me. If I get any return packages, I'll try my best to contact you via email to confirm a delivery address before I send it back to you.
- Your package is lost or stolen. If you suspect your package has been stolen or was lost in transit, please open a mail theft case with USPS and get in touch with me.
When will I receive my tracking code?
You should receive your tracking code when you receive your Tracking Note email or when you receive your Order Completed email. If you didn't receive a tracking number in either notification, send me a message on my Contact Form: Contact Me, and I'll track (hah) that tracking number down for you.
Note: International customers will find that their tracking numbers are most reliable while your package is in the United States. Once it leaves the US, your tracking numbers may appear to stop working or cease updating. Don't worry, it's still on its way to you, USPS just can't track it once it's out of their hands.
I entered in the wrong address when ordering. Can you ship out my order again to another address?
I can fix wrong addresses so long as the order is still in my possession. Once it leaves my hands, I can't fix addresses or make any adjustments. In this case, we will have to wait until it returns to me.
When the package returns to me, I will resend it to your correct address. If you haven't received a tracking code yet for your order, you can still send me a message with the corrected address. Don't wait! I usually send off parcels the very next business day.
INTERNATIONAL SHIPPINGWhat countries do you currently ship to?
I ship worldwide! :-)How are customs and duties handled?
Some international orders may have taxes and duty fees applied to them. These fees are the responsibility of the customer, please keep this in mind as you order from the shop. Also make sure you are aware of importing guidelines for your country as some restrictions may apply. Some countries also delay packages for customs inspections, which may extend the period of time it takes for your package to reach you.
I declare all outgoing packages as accurately as possible in value, type and contents as it is against the law to falsify this information and will result in fines and penalties for the seller.
Due to the logistics of international shipping, your order can take anywhere from 2 to 5 weeks to reach your location. If your order is held for customs inspection, it may be delayed a bit longer than that.Customers in Canada and the UK will usually receive their orders within 2 to 4 weeks of me shipping it out. You may receive a tracking code for your order which will track your package while it is in the United States. Once it leaves the US, your tracking code may no longer provide up-to-date information about your package's location.
RETURNS & EXCHANGESMy order is on its way to me, can I cancel the order for a refund?
I cannot issue a refund for orders that have not reached you yet. I also can't cancel orders that are in transit to you. Once the item has reached your home, you can send it back. Please let me know when you are returning an item so I know to expect it in the mail.Can I exchange an item?
Sure thing! If you wish to return or exchange an item, please contact me first and let me know what you'd like to do. Just like with refunds, when you are exchanging an item, it must be in its original state. In other words, new and unused with its supporting materials. You are also responsible for the cost of shipping the exchanged item back to me.Is it possible for me to cancel an order?
Yes, but only if the order has not been shipped yet.
I cannot cancel orders once they have been marked as shipped. This is because I make my best efforts to ship your order out immediately and cannot recall packages once they are in USPS’ hands.
Take a photo of the damage and let me know that your items arrived damaged. You can send the photos to me using my Contact Form and let me know which item was damaged upon arrival and I'll send out a replacement if I have the item in stock. If it's out of stock, I will send a replacement as soon as I get more stock in. If the item was recently discontinued and you purchased the last one, I can offer a refund or you can pick a pin of equal value from my shop.My pins arrived but their posts are bent. What can I do?
Enamel pins are generally pretty sturdy, but they do go through a lot during their journey to you. If your pins have bent or crooked posts, you can use a pair of pliers to gently and slowly bend them back and straighten them. Sometimes the posts on your pins may have suffered more damage than that. Rarely, a post may have fallen off a pin. If the post has fallen off your pin, take a photo of the damage and send it to me. I will try to send out a replacement. If the pin in question is out of stock, I will send a replacement as soon as I get more stock in.My pins have become damaged or worn over time. Are they still eligible for replacement?
Replacements are only sent out for items that were damaged during their postal journey or shortly after (14 days of delivery) from normal use. I do not offer replacements for items that have been delivered to you beyond 14 days or items that were deliberately mistreated or misused.Are the colors in your photos accurate?
While I do strive to make my product photos as accurate as possible. However, there is some variation in the photos in terms of colors of the actual pins. The photos are shot in daylight or using photography lights then color-corrected. Photos you see online on your computer may also appear different than colors in real life so some color variations may occur from what you see in the photographs.
PIN GRADING & OTHER PIN-RELATED QUESTIONSWhat's the difference between a Standard Grade pin and a Second Grade pin? Why are seconds less expensive?
Seconds Grade pins have defects and flaws that prevent them from being sold for full price. You can check out my Pin Grading Scale for more details about what pins qualify for Standard, Seconds, Junk and Collector Grade.How do I use the locking pin backs?
To remove a locking back clutch from a pin post:
Grasp the outer lip of the clutch and push the body of the clutch down slightly. You should not need a lot of force to separate the lip and the body. When these components have been separated, gently lift the clutch off of the post, you may need to wiggle the clutch slightly. Do not yank or bend the clutch because this may rip the post off the pin face!
To place a locking back clutch onto a pin post:
Insert the pin post into the hole of the clutch. Hold the body of the clutch between your fingers and gently press the body down on the pin post. The post and clutch will lock together when you hear a small "click" sound.
I only polish standard grade pins before sending them out. I use a non-toxic and environmentally-friendly jewelry polishing cream. The cream is non-toxic, non-abrasive, environmentally-friendly and biodegradable. I use a soft microfiber polishing cloth then rinse the remainder of the cream off and dry your pins immediately before mounting them on a backing card with your pin back of choice. I do not polish seconds grade pins.Do you offer wholesale?
Yes! Most of my designs are available for wholesale for brick and mortar or physical store stockists. I do not wholesale to online stores except for some rare circumstances. My duochrome/rainbow metal pins are not available for wholesale due to the cost of producing them. I also do not wholesale pins I created in collaboration with another artist or artists. For more information about Wholesale, check out my wholesale page: Wholesale and StockistsDo you do custom requests or commissions?
At the moment, I cannot dedicate any time to doing custom artwork or commissions.How does the rewards program in your shop work?
The Pin Points rewards program is for customers with an active account on Alum and Ink. The rewards are explained in the Pin Points reward system, if you log in and click on "Pin Points" in the lower right side of the screen, you can see how many points you have accrued and check out some other ways to earn points to spend in the store. If you have any additional questions, please reach out to me using my contact form.