You will be charged when you place the order. If your card was declined or your order didn't go through, you may see a pending charge on your account. This will go away within a few days, don't worry!
What currency do you charge?
All amounts listed are in USD. Our store is based out of the United States so we charge in USD.
Do you accept refunds or exchanges?
We accept refunds and exchanges within 7 days of receiving your order. Please note we cannot refund shipping costs and may have to charge a new shipping cost to send you any new items. All returns and exchanges must be in brand new and unused condition. Please contact us at firstname.lastname@example.org to arrange a return or exchange.
Do you ship to the EU?
Yes I do ship to the EU. We don't collect VAT when you order. Please be aware due to VAT regulations in the EU, you may have to pay duties and fees of around 20% or more upon delivery. This is unfortunately out of our control and is due to the laws in the EU.
When will new products be for sale on your store?
I will be updating my store as soon as new products are available. I will post all updates on my Twitter @maobabie and also send email newsletters regarding new releases.
How long will my order take to arrive?
Please allow 1-2 weeks for White Squirrel to pack and ship your order. Due to Covid-19, processing and shipping times may be longer. You will receive a shipping notification when your order has been submitted to the postal service. After that, delivery times will depend on the final destination of the parcel. Orders to the US & Canada should expect 1-2 weeks delivery time or sometimes more if the parcel is stuck in customs. Please allow extra time for international orders to arrive.
My order is missing an item, my purchase has a broken piece etc.
Please feel free to reach us at email@example.com! Send us a photo of the damaged item and we will work with you to make sure you're satisfied with your order.
I made two orders by accident. Can I combine them to save on shipping?
Please contact us immediately at firstname.lastname@example.org. If your orders have not been packed yet, it would be our pleasure to refund them, so you could make a new order with all of the items together.
My order still has not come. What can I do?
Please check the status of your parcel by checking the tracking number. During the pandemic, there are times when the tracking is not accurate and is marked delivered before your order arrives. When this happens, we find parcels usually arrive within 1-2 weeks so don't worry! You can also check with your local post office as they may have more information. You can also contact us to check on the status of your order.
I used the wrong address when submitting my order.
Please email us immediately so we can correct your order. If it has already been sent out, we will advise you to contact the postal service with your tracking number to make new delivery arrangements for your order.