FREQUENTLY ASKED QUESTIONS
+ SHIPPING SUSPENSION INFO FOR EU, Northern Ireland, and Canadian CUSTOMERS!
As of December 13, the EU is implementing new safety regulations (GPSR) that will affect anyone shipping products to the EU and Northern Ireland. The guidance is still very unclear for small business owners and artists, but as far as we can tell, the changes will involve a detailed process (and potentially expensive) to ensure our businesses are compliant with the new safety regulations.
Because it's uncertain how businesses like mine should proceed, my order fulfillment team has recommended suspending shipping to the EU and Northern Ireland until further notice, starting in the New Year. So if you're in that shipping demographic, the deadline to place final orders in my shop is December 16th, giving White Squirrel enough time to ship orders before they go on holiday break on December 19th.
With regards to the Canadian post strikes, USPS has just suspended shipping to Canada until the strikes resolve, and my order fulfillment team will be holding all Canadian orders until the suspension lifts. You'll still be able to place orders in my shop, but please expect a significant delay in receiving them while the strike is ongoing.
Thank you all so much for your patience while my team and I navigate these shipping challenges!
+ Orders are now fulfilled with White Squirrel!
As of March 2023, all orders from my shop and Patreon print shop are fulfilled by the amazing team at White Squirrel in Washington state! Orders will take 5 - 10 business days to ship from their warehouse, and all order questions should be directed at their customer service team at help@whitesquirrel.com. Having orders fulfilled by White Squirrel means I have more time to focus on illustrating, and I'm so grateful that my shop's order fulfillment is in their capable hands ♡ Not much should change for you as a customer, but if you have any questions about the order fulfillment process, always feel free to reach out at liannepflug@gmail.com!
+ VAT INFO FOR EU CUSTOMERS!
Due to shipping changes affecting the EU after July 1, 2021, please be aware that all EU customers are responsible for paying any import VAT, taxes, and fees associated with your order. Import VAT is charged by your country on orders under €150, and it must be paid to your local package delivery service in order for your package to arrive to you. The cost of international shipping through my shop does not include the import VAT charge, which is a separate payment you will need to pay to your delivery service. Orders cannot be refunded if you fail to pay import fees that allow your package to arrive safely to you.
+ When will my package arrive? What should I do if it’s delayed?
All orders are shipped within 5 - 7 business days of order confirmation from White Squirrel's warehouse in Washington state, and shipped orders typically take 1-2 weeks to arrive within the U.S. and anywhere from 2-6 weeks to arrive internationally. International orders placed through Asendia, while more affordable, may take longer to arrive because they are batch-shipped abroad. To ensure your package reaches you safely, please double check that all of your shipping information is correct before submitting your order!
If your order is delayed, your tracking hasn’t updated in a while, or you suspect your package is lost, please contact the USPS or White Squirrel's customer service team at help@whitesquirrel.com. But please keep in mind that once packages are shipped, myself and White Squirrel typically don't have much more information than you do as a customer. If your package is lost in shipment, I am unable to replace it for free, so please place your order again if you’d still like to receive your items.
PRE:SHIPMENT: If you have received a shipping notification, and after more than 5 days your tracking information still says your order is in "pre-shipment," this is due to processing delays by the USPS. Your order has been dropped off at the post office, but postal workers have not yet had the chance to scan it, so please be extra patient and contact the USPS directly with any questions concerning the whereabouts of your package.
+ What countries can you ship to internationally?
I can currently ship to these countries:
United States, Canada, Mexico, Aruba, Bahamas, Bermuda, Colombia, Costa Rica, Dominican Republic, Ecuador, Guatemala, Jamaica, Peru, Albania, Andorra, Armenia, Belarus, Bulgaria, Georgia, Latvia, Malta, Romania, Serbia, Slovakia, Turkey, Ukraine, Croatia, Greece, Israel, Luxembourg, Slovenia, Spain, Sweden, Australia, New Zealand, Brazil, Czechia, Hungary, Iceland, Liechtenstein, Lithuania, Poland, Germany, China, Japan, Hong Kong SAR China, South Korea, Afghanistan, Bangladesh, Myanmar (Burma), Cambodia, Cyprus, Indonesia, Iraq, Laos, Lebanon, Mongolia, Nepal, Pakistan, Philippines, Saudi Arabia, Vietnam, Yemen, Russia, Austria, Belgium, Denmark, Estonia, Finland, Greenland, Ireland, Italy, Netherlands, Norway, Switzerland, France, Singapore, Taiwan, Thailand, United Arab Emirates, Venezuela, Chile, Argentina, Malaysia, India
Sadly, I an unable to ship to the UK at this time. You can learn more about shipping restrictions from the US to the UK here.
Please feel free to reach out to me to request that your country be added to this list if it isn't already! If your country is currently experiencing postal difficulties due to COVID-19, it may not be eligible to be added to this list. To learn more about these shipping restrictions, visit this page.
+ Do you offer exchanges or returns?
I do not offer exchanges or returns at this time. If you are unsatisfied with your order, please email me at liannepflug@gmail.com to discuss what went wrong and any feedback you may have for me, I’d be happy to see what I can do to make up for any shortcomings!
+ How do I dispose of my order’s packaging sustainably?
All of the packaging I use is recyclable, minus my shipping labels (though some facilities do recycle shipping labels). All of my paper packaging (including cardboard inserts, paper sleeves, and paper mailers) is curbside recyclable, and the plastic sleeves that I use to protect risograph prints and original paintings can be recycled with plastic grocery bags at your participating grocery/department store’s drop-off bins, or are biodegradable. For more information on how and where to recycle the packaging I use, please visit my packaging supplier Ecoenclose's website.
+ Where can I find your suppliers?
My suppliers can be found at the bottom of my About/Contact page on my website, and a more complete list is available to my Clover tiers and up on Patreon. If you have any questions about my suppliers that haven’t been answered on that page, feel free to contact me through social media or email, I’m always happy to share resources!
+ Do you offer commissions?
I am currently closed to personal commissions, but when I open them again, you can find that information on my social media pages! I am open to all paid professional inquiries.
+ Do you sell your work wholesale?
Yes, I do! If you're interested in carrying my products and would like to order wholesale from my shop, you can find my wholesale catalogue here. Most items in my shop are available for wholesale depending on stock quantities. Wholesale orders will be invoiced via email and fulfilled by White Squirrel.
+ Do you have any other platforms you sell work on?
Yes, I do! I have a Spoonflower shop for fabric printing. You can get my patterns printed on a wide range of home goods here.
I also have exclusive washi tape designs available through The Washi Station!