Ordering

1. Can I cancel my order?

We can cancel your order as long as it has not shipped yet.
Please email us at onlineshop@artistalleyshop.ca with:

• Name
• Order number
• Email linked to the order in question

Refunds can take 3-5 business days to return to your original payment method.

Note: Orders made at in-person events are final and cannot be canceled.

 

2. Can I change the shipping address?

As long as your order has not yet been shipped, we can adjust this information for you.
Please contact us with the following:

• Name
• Order Number
• Original Shipping address
• New shipping address you would like to change to

Please note we are not responsible for any lost mail or refund/cancellations on orders where the address was incorrectly inputted/provided to us.

 

3. What is the difference between processing time and shipping time?

Processing time refers to the time it takes us to prepare your order before shipment. Our standard processing time for all orders is 5-10 business days, regardless of the shipping option chosen. During collection launches, sales, or busy seasons (like Christmas), processing times may be longer.

Shipping time refers to the time it takes the postal carrier to deliver your order.

 

4. How does preorder work?

Preorder items will have ‘PREORDER’ in the product title. If your order contains preorder items as well as in-stock items, your order will not ship or be ready to pick up until everything is in stock. If you’d like to receive your in-stock items faster, please make a separate order.

 

5. When will [product] be restocked?

Most of our products are limited runs, so not all items will be restocked. For updates on restocks, please keep an eye on our ‘store merch’ discord channel or Instagram story.  If there is a specific product you are waiting for, we highly recommend signing up for our restock notification. This helps us gauge demand and ensures you will be notified as soon as the product is back in stock!

6. There was a mistake/ defect on my order

Mistakes happen sometimes. We are all only human!

Please email us at onlineshop@artistalleyshop.ca with your order number, photos (if applicable), and what the issue is. We will do our best to accommodate and cover any return/reshipment costs for the replacement if the mistake was on our end.

Shipping, Returns & Exchanges

For any flat items (such as stickers, lenticular cards) we use untracked lettermail sent by Canada Post. For other items, we use tracked shipping by Chitchats. 

 

1. What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns & exchanges.

 

2. Do you ship overseas?

As of now, we only provide shipping services across Canada, the US, the UK and Australia. Shipping costs will apply and will be added at checkout.

Please note that customers are responsible for any international custom fees that may incur. Refunds and cancellations are not possible for orders that are denied to be received by the customer.

 

3. What is the shipping cost? 

Lettermail: 4-7 business days, please expect delays due to Canada Post strike

Canada: 3 CAD  US: 3.7 USD  UK: 3 £  AU: 6.71 AUD

Tracked Shipping: 4-8 business days

Canada: 12 CAD   US: 10 USD   UK: 10 £   AU: 34.65 AUD

 

4. What are international customs fees?

Customs fees are additional taxes or duties that may be charged by your country’s customs office when your order arrives. These fees vary by country and are the responsibility of the customer to pay.

Customers are responsible for all taxes, customs duties, and fees associated with imported goods. Please be aware that customs authorities may impose processing or administrative fees. We recommend staying informed about your country’s customs policies to avoid any unexpected charges.

 

5. I want to exchange sizes

If your order has not been shipped yet,  just email us at onlineshop@artistalleyshop.ca with the size you would like to swap to, and we will make the change if it is in stock.

If your order has already shipped and it is within 14 days of being marked as delivered, please contact us to initiate the exchange. You will need to return the original product to our offices, and we will send you a reshipment invoice before mailing out the new size.

 

6. I want to cancel my order and get a refund

If your order has not been shipped: Please contact us at onlineshop@artistalleyshop.ca with your information. We will then issue the cancellation.

• Name
• Email linked to your order
• Order Number

If your order has already shipped:
You must request a refund within 14 days of it being marked as delivered. Items must be in original condition to be eligible for a refund (i.e. Clothing items must be unwashed and unworn).
Please contact us to start the refund process:

• Name
• Email linked to your order
• Order Number

You will be responsible for shipping the package back to our offices within 14 days of starting the refund process. If the package is not returned in this time frame, your request will be noted as abandoned and not refunded.

Once the refund is complete, please allow 3-5 business days for the refund to return back to the original method of payment.

Items under the ‘Event’ section (event ticket or bundles) are final sale; they cannot be exchanged or refunded.

It is not permitted to exchange or return an online order in-store. You must follow the instructions listed above. 

 

7. My order is marked as delivered, but it’s not here?

Sometimes, couriers mark packages as delivered a bit early. In the meantime, we recommend contacting the courier directly for more details. If you still have issues, feel free to reach out to us!

 

8. My package was stolen/ lost

We are so sorry this happened. We recommend filing a claim with the courier and providing any available photo or video proof. Unfortunately, we cannot offer reshipments or refunds for lost or stolen orders.