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): 3-7 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: 3-5 business days! (Please allow up to 10 business days if we're away at conventions, and holiday seasons or sale events.)
- SHIPPING TIME depends on what method you've selected at check out.
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 2-7 business days so please rest assured that your package has been shipped out if it's been more than 4 business days!
- USPS has been understaffed due to COVID-19 and are not scanning packages in as often anymore, which will not update the tracking until it has reached the next facility. Sometimes this 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! ♡
