FAQ
ORDER CONFIRMATION:
Q. I just placed an order but didn't receive a confirmation notice?
- If you entered your email address at check out, please check your spam or promotions folder to see if the confirmation email went there.
- If you can't find it, you can also search for info@sajustudios.com and it should pop up~
- Please mark email as "not spam" and all future confirmation and shipping emails will show up in your general inbox. :)
- If not, you may have entered your email address wrong, so please email me at info@sajustudios.com and I will be happy to send you a screenshot of your order to confirm it! After a couple days, you can email me again to check up on the status of your order and I will send you the tracking number.
- If you entered your phone number at checkout, there have been known SMS deliverability issues related to certain phone plans. Please email me at info@sajustudios.com and I'll send you a screenshot of your order. ^^
SHIPPING:
Q. What shipping options are available?
Domestic U.S Shipping:- First-Class Mail (Standard): 3-5 business days ($6.99 flat rate)
- Priority Mail (Express): 2-3 business days ($11.99 flat rate)
- FREE SHIPPING (Standard) on orders over $80 USD: 3-7 business days.
Australia Shipping:
- First-Class International Mail (Standard): approx. 2 weeks ($9.50 flat rate)
- FREE SHIPPING on orders over $100 AUD: approx. 2 weeks
International Shipping:
- First-Class International Mail: 7-21 business days (Price calculated by USPS' system but can range from $11-$21 depending on the country.)
Q. How long will it take to receive my package?
- PROCESSING TIME: 2-4 business days! (Please allow up to 10 business days if we're away at conventions, and holiday seasons or sale events. We will clearly state if there will be significant delays outside of our normal processing time.)
- SHIPPING TIME: depends on what method you've selected at check out but usually it will be between 2-7 business days for domestic US orders. International orders will vary and you will always receive tracking information so please refer to that for updated shipping times.
Q. Help! My package says it's been delivered but it's not here.
- Don't worry! It's a common USPS system error for your tracking to say your package has been delivered, even though it has not been. Please give it another 3-5 business days for your package to show up!
- There's also been several cases where packages were accidentally delivered to neighbors, or someone in your household may have taken it in without notifying you.
- If still nothing, please call USPS customer service at 1-800-275-8777 with your tracking number, and they should be able to give you more information regarding your package's whereabouts!
Q. Why is my package STILL in pre-transit?
- I try to ship out orders within 2-4 business days so please rest assured that your package has been shipped out if it's been more than 4 business days!
- Sometimes packages can be in transit but they may not have been scanned by USPS. This means USPS will not update the tracking until it has reached the next facility which can take up to 5-7 business days.
- It's also not uncommon for a tracking number to update AFTER the package has been delivered, especially during Black Friday and busy holiday seasons. ><
Q. My package has been rerouted/sent back to sender!
- This is usually due to incorrect address, so please double check to make sure you input your address correctly before placing your order to prevent bounce backs~
- Please email me at info@sajustudios.com to let me know and confirm your shipping address. I will be able to send the package back to you immediately!
- If you input a wrong address, there will be additional shipping charges (same initial shipping fee that you paid for) that I will invoice you for a new package to be shipped out~
PREORDER INFO:
Q. If I order a preorder item and an in stock item, will they ship separately?
- You will have to wait for the preorder item to come back in stock first before I ship out your full order.
- If you would like to receive the in stock items first, please purchase the items separately, or send me an email to info@sajustudios.com so I can invoice you for the shipping fee~
Q. How long do I have to wait for preorder items to ship?
- Preorder items always vary in production and delivery times. Please read the product description of the item to see an estimated arrival time. It can take anywhere from 2 weeks to 5 weeks depending on when you placed the order and what production stage the pins are in at that time.
- As soon as I receive the pins, I ship out all preorders IMMEDIATELY in the order that they were received.
CHANGE OF MIND RETURNS:
SAJU Studios does not offer change of mind returns however I want you to be totally happy with your purchase so if there is anything I can help you with, please email me at info@sajustudios.com ~
INCORRECT ORDERS/DAMAGED ITEMS:
Q. I received my package but am missing an item/received the wrong item.
- First of all, I am so sorry for that! ;_; I do my best to be careful with each order, but unfortunately sometimes mistakes do happen especially during holiday season or new releases when I receive a larger amount of orders.
- Please email me at info@sajustudios.com with your order number and what you are missing and I will send it to you right away with a new tracking number!
Q. I received a damaged product.
- Again, I really apologize for this mistake! I am very picky with inspecting my products (sometimes they are inspected twice), but sometimes the defects are missed so I'm really sorry about sending a flawed product. ><
- Please take photo(s) and email them to info@sajustudios.com with your order number and I will correct it right away!
- Please also double check that you did not order a B-Grade enamel pin as those do have flaws and are sold for less than the standard A-Grade pins.
- See my PIN GRADING GUIDE for more information!
FEEDBACK
Q. How do I leave a review?
Thank you so much for wanting to leave a review for my shop! I have just set up review functionality so you should be able to do this from a product page now. You might also get an email after your purchase asking you to leave a review. Thank you for your support and I hope you are happy with your purchase! ♡
