Frequently asked questions
When will I get my order?
My store runs on a pre order basis, meaning I will not receive the product for a couple months after the store closes. It may take several months to receive your items. You will receive a shipping confirmation email with a tracking number once your items have been sent out.
Refunds/Cancellations are only available to orders that haven't been shipped out yet.
I still haven't gotten my Soluna/Cowboys merch
Merch from the Bannerfall/Cowboys drops could still be in transit as the shipping options I chose for that collection was not ideal. The lack of tracking and long shipping times is very unfortunate so I appreciate your patience. This has been fixed for future merch drops, but I apologize for my error.
- If you live in Canada or the USA, you should have already gotten your order. If not, please contact support and we'll see what we can do to get your order to you.
- If you live in the UK, the estimated delivery time is between 1-2 months from the shipped date. If it has been more than 2 months since your order was shipped, please contact support and we'll see what we can do to get your order to you.
- If you live Anywhere else in the world, the estimated delivery time is between 2-3 months from the shipped date. If it has been more than 3 months since your order was shipped, please contact support and we'll see what we can do to get your order to you.
Why does the cost increase in my cart and at checkout?
Since I live in Canada, all orders are processed in Canadian Dollar (CAD). My site has the option to switch currencies, so if you switch to another currency that uses the $ symbol like USD, AUD, etc, it may look like the price changes at times. Your price doesn't increase or decrease, it's just being converted back to CAD at checkout.
What do I do if you don't ship to my Country?
Since I package and ship orders personally, I can not ship to every country in the world without researching the shipping laws in said country first. This means my possible shipping locations are unfortunately limited. However, I highly encourage you to contact support if you would like your country added to my list!
I need to change my shipping address, how do I get it fixed?
Contact us ASAP with the correct information so we can change your order address in our system. Refunds are NOT available for orders that have already been shipped out to the wrong address so please make sure the address you provide at checkout is correct.
Why did I receive a customs charge on my order?
I try to ensure all orders go through country customs without a hitch, but sometimes problems arise. Any additional changes are unfortunately out of my hands. I am not able to offer compensation for any charges that come from customs.
Orders going to the USA are now duties prepaid to avoid the disaster that was the Bannerfall/Cowboys merch drop. If you had to pay those crazy tariffs I'm SO sorry.
Can I combine orders?
We are unfortunately unable to combine multiple orders.
Though, it is possible for us to add to an existing order. If you would like to add items, you may contact us with your original order number and what you would like to add. You will receive an invoice. The amount will be discounted if the added item(s) qualify for a bundle. We'll try to help as fast as we can.
So I highly suggest contacting support before creating multiple orders.