FAQ

Shop Questions

All orders are sent with tracking numbers 

Q: How long will it take for my order to be fulfilled?

Fulfillment times can vary depending on the amount of orders placed throughout the week.

- Typically, on a normal week, it can take 2-4 days for fulfillment.
- New shop updates can take 1-2 weeks for fulfillment.

I am one little person running my whole entire shop, so I ask for your kind patience with orders!

Q: When will my order arrive?
All orders are shipped with USPS and vary in times depending on your location. 

- Domestic (USA) orders will take 3-10 business days.
- International orders can go from 2-8 weeks or even a few months.

*Due to COVID-19, please expect potential delays with shipping! Thank you for understanding!*

Once your order is shipped, it's no longer in my hands and will be handled by USPS. Please contact your local post office if you have question on the location of your order!

Preorder item times can take up to 2-3 months or longer depending on the manufacturing process. If you placed an order with a preorder item, then all items will be sent together once it arrives. If you would like the rest of your non-preorder items to arrive earlier, please place two separate orders. Otherwise, preorders will be sent the week or week after the estimated date of shipment.

Q: Do you ship internationally?
Yes! As long as your country is receiving mail from USA, I typically can send your package right on over. The only countries that have restrictions unfortunately are the UK & EU (apologies UK & EU friends 💦). Please double check your address and phone number before placing your order if you are ordering outside of the US!

Q: Why can't you ship to the UK & EU?
 
Due to the new VAT implantation, it makes shipping smoothly to the UK & EU a bit difficult at the moment. As I continue to grow, hopefully in the future I can offer UK customers a streamline experience through my main shop! Until then please use my Etsy to place your orders. Apologies if theres any inconvenience!

Q: Why is international shipping so expensive?
Unfortunately, these are the prices that the USPS provides for international orders and I have no power over them. I do understand that these prices are relatively high, and wish I could provide a better option. 

Q: I think I made a mistake with my address/order! What can I do?
As long as your order has not shipped, then I can provide any changes you need or cancel the order! Please contact me through email ASAP at kleine.art@gmail.com or use the contact form.

Q: My order is lost/stolen!
Oh no! Please check your tracking number to see when the scheduled arrival date is for your package. Unfortunately, I have no control over the location of your order once it's been shipped. However, I highly suggest contacting your post office and provide your tracking number to see if the order can be located. Sometime doing so "nudges" the order and it starts moving again! 

Stolen packages are a federal offense (18 U.S. Code § 1708) and can be considered a felony, so if the post office can’t find it, I recommend filing a report with your local law enforcement agency as soon as possible. International orders I have no power on sadly.

I may provide partial refunds on lost/stolen orders if the order can't be located within 30 days of notifying me.

Q: My order has a mistake!
Oops! Please double check your packing slip and if there is a mistake, send me an email using the contact form or emailing me at kleine.art@gmail.com. Add your order number to the email's title and detail the mistake(s). 

Q: My order is damaged!
Oh no, damage packages are the worst! Please take a video of you opening the package if the mailer/box is damaged before you opened it. If the contents are damages, please email me with pictures of the damaged items to further discuss how to handle things!

Q: Do you take refunds?
If the order has not been shipped yet, yes! I can provide a refund. Once the order has been shipped, refunds are no longer possible and all sales are final.

 

General Questions

Q: What tools/programs do you use?
I use an iPad Pro (11in), Apple Pencil 2 and Procreate to create all of my artwork. Color corrections are done on photoshop and product photos are done in Lightroom. 

Photos and videos are all primarily done on my Sony a6400 camera and a 50mm f/1.8 lens. An iPhone 11 is also occasionally used.

Q: Where are you based in?
The Southern Bay Area in California, USA!

Q: Can I use your artwork as my icon/header/etc?
As long as you properly credit me in your social media, where it is visible to everyone with ease or even link back to the original art, it's fine. Do NOT crop out my watermark, edit, filter or draw over my illustrations! My art is NOT meant to use for referencing and tracing is STRICTLY prohibited. If you draw inspiration from my art, please do credit me.Thank you!

x