FREQUENTLY ASKED QUESTIONS

Navigate the FAQ by clicking on the subheadings below: 

• GENERAL FAQ
• ORDER SHIPPING & FULFILLMENT FAQ
• PRE-ORDER FAQ
• RETURNS & REFUNDS FAQ

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GENERAL FAQ

What are your business hours? What holidays do you observe?

Order fulfillment and customer service runs Monday to Friday, 10AM to 6PM PST. All other business inquiries are managed on a more flexible schedule, but to avoid burnout we do do not work weekends and have the following major holidays off:

• New Year's Day
• Martin Luther King Jr. Day
• Independence Day
• Labor Day
• Indigenous Peoples' Day
• Thanksgiving
• Christmas

Do you offer wholesale options for buyers?
Absolutely! We would love to speak with you about wholesale pricing and opportunities. Please contact us with the items you're interested in, approximate quantities, and information about your business/store(s). Please note that while we are able to wholesale our original items freely, licensed merchandise will be subject to the IP holder's wishes and may require additional negotiations.

Do you purchase items wholesale from sellers?
We are always on the lookout for expanding our website with new products! Feel free to contact us with more information regarding your wholesale options. Please note that we do not carry unlicensed products and will not purchase unofficial fan merchandise.

Do you provide free or discounted products for promotions, charities, streamers, influencers, events, etc.?
Thank you for considering us! If we are a good fit for each other, we would love to partner with you in this capacity. Please contact us with your proposal and we will be happy to discuss it further with you.

I'm a fan artist/creator and would like to make officially licensed products.
If you have designed or produced merchandise for a property that you would like to work within an official capacity, please email us. Whether it's an IP we have worked with or not, do not hesitate to reach out! A lot is happening behind the scenes and we are always looking to partner talented creators with the IPs they are passionate about. 

I'm an artist and would like to sell my items on your website.
We are always excited to work with independent artists and would love to discuss this further with you! We encourage you to email us with as much information as you can provide. We are a very small company and want to scale appropriately, so all artists and clients will get the same hands-on, tailored approach they deserve. Please note that we do not carry unlicensed fan merchandise. 

Can I offer suggestions/feedback on your products?
Please do! Dual Wield Studio is passionate about incorporating our audience into the merchandise we create — after all, we wouldn't be around if you weren't supporting us. If you have suggestions for types of products you'd like to see, an artist we should reach out to collaborate with, or just want to comment on what we're doing, feel free to talk to us on Twitter at @DualWieldStudio or drop us a line. Please note that while we can take general suggestions (e.g. "I'd like to see more bags!"), specific item requests or designs will be deleted as we're always developing new product and never want to steal ideas.

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ORDER SHIPPING & FULFILLMENT FAQ

I need my item sooner than your website states I will receive it.
We will always endeavor to get every order shipped out as fast as possible, usually within 3-5 business days. Unfortunately, we cannot control the postal service or how quickly items are shipped outside of our standard fulfillment timeline. If you have a specific event or deadline coming up, please email us with your order number and we will do our best to coordinate with you.

What happens if my package gets returned to sender?
If we receive a returned package, we will attempt to contact you and reach a solution to ensure that you receive your order. In some cases, we may determine that it's safer for us to send it to a secondary address.

If I pay for priority/express shipping, do I get my order faster?
As a general rule of thumb, the more you pay for shipping, the faster you will receive it. However, please note there is a difference between shipping time and fulfillment time. Fulfillment covers the time it takes us to receive your order, pick the item(s), package the order, and prepare it for shipment. Shipping covers the time it takes for your package to travel from our warehouse to your door. We will always handle fulfillment as quickly as possible (usually 3-5 business days), but once a package is picked up by the postal service we have no control over how quickly it gets delivered to you.

What currency do you use?
All prices on our site are listed in USD.

Do you ship worldwide?
Currently, we do not ship to the following countries:

Algeria, Indonesia, Morocco, Tunisia, Caribbean Netherlands, Afghanistan, Bhutan, Brunei, Central African Republic, Chad, French Guiana, Guadeloupe, Liberia, Libya, St. Pierre & Miquelon, Samoa, Sierra Leone, Solomon Islands, Turkmenistan, Ukraine, Yemen, Laos, Mayotte, South Sudan, Timor-Leste, Russia

Why is my post office charging additional fees to receive my order?
If you are ordering from outside the United States, you may be charged customs or duty taxes. Dual Wield Studio is not responsible for these charges as they are a result of your individual country's importing and tax laws. Please note that we cannot mark your order as a gift. If your items are not paid for, they will most likely be returned to sender and end up back at our warehouse. In these cases, we will refund you the cost of the merchandise, but cannot refund the shipping and handling fee.

The website is saying my address is wrong, but I definitely live here!
To prevent fraud, we use various forms of security and verification processes for online purchases. In rare cases, an address just doesn't cooperate with this. Try Googling your address and see if it suggests a different format or punctuation. If you still aren't having any luck, please email us and we will work together to find a solution.

Can I place orders via Facebook, Twitter, or phone?
Unfortunately, at this time we do not have alternative methods for purchasing our products. However, if you need extra help navigating our website or selecting items to purchase, feel free to reach out to us on Twitter at @DualWieldStudio or send us an email!

I want to buy something, but it's out of stock.
We're sorry you missed out! If the item you wanted is listed as Limited Edition, we unfortunately cannot guarantee a restock. For most other products, however, we are likely working to restock as soon as possible. Be sure to sign up for our mailing list to be notified when items are back in stock!

I never got an order confirmation email.
If it's possible for you to retrieve the order confirmation page on our website once you've completed checkout, go back and make sure that your email address was typed correctly. Next, make sure that our email wasn't accidentally filtered to your spam or junk mail folder. If you still cannot find it, please contact us with your order details and we will figure it out together!

My order left your fulfillment center but is stuck in transit/hasn't moved/I have not received it and it is after my delivery due date.
When a package leaves Dual Wield Studio it is in the hands of whichever mail fulfillment service is delivering it to you. Our ability to assist too much is very limited at this point. If you do still wish to inquire to see if we can help, please make sure you include your order number (DW1234) or just forward us the inquiry from your original confirmation email! These emails go to orders@dualwieldstudio.com only. Inquiries anywhere else will not be answered quickly as our customer service team does not have access. 

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PRE-ORDER FAQ

When will I get charged for my pre-order?
As with any other order, you will be charged at the time of purchase, at checkout. However, your item will not be shipped until it is ready. The pre-order item's product page should include information on when we expect it to be shipped.

Can I buy a pre-order item along with regular items?
Yes, but please note that your order will not be shipped until ALL of the items in your order are ready. This means that you will have to wait to receive the regular items along with your pre-order. At this time, we are not able to ship products within the same order separately. If you need to receive certain items quickly, please order them separately from pre-order items.

I need to change my pre-order!
Please email us with your order number as soon as possible and we will do our best to accommodate you.

I need to cancel my pre-order! Can I get a refund?
Due to the nature of pre-orders, all cancellations made after one week of placing an order are subject to a 25% restocking fee. Please email us with your order number as soon as you can to cancel your pre-order to avoid this fee.

I need my pre-order for an event, a stream, or something else, faster than it can be produced. Can I have a sample? 
Preorders cannot be guaranteed produced any faster than the stated guidelines, though we often offer buffers so items are hopefully delivered sooner than the anticipated date.

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RETURNS & REFUNDS FAQ

What does your returns process look like? 
We accept returns for any reason* within 30 days since the order has been shipped (90 days for international orders). Just ship the item(s) back to us in the condition you received them to the following address:

Upon receipt, we will refund the cost of the item(s), not including shipping and handling. Please email us with your order number if you would like to make a return outside of this timeline, or have any questions or concerns regarding a return. 

*Returns for jewelry items will only be offered as store credit, not a full refund to your payment method. 

I haven't received my refund yet.
Please note that it may take your bank up to 30 days or a full billing cycle to process a refund. If you are due a refund and have still not received it after 30 days, please contact your bank and/or credit card company.

The item I ordered is not what I received.
We apologize for the mixup! Despite our best efforts to ensure otherwise, mistakes can happen. If you ordered something but received the wrong item, please email us and we will make it right!

The item I ordered is defective/broken.
We are very sorry to hear that. Please email us a photo of the product along with a description of the issue, and we will work with you to find a solution.

The item I ordered doesn't fit me.
We provide an accurate size chart and cannot offer refunds if you order the incorrect size. If you would like to exchange for a different size, please email us with your order number and the item you need with the corrected size, and we will be happy to process an exchange for you. The item you initially purchased needs to be in the same condition as when you received it; returns that are not in the same condition will not be accepted. Please note that we are a very small company and unfortunately cannot cover the shipping and handling charges for these situations and you will be responsible for paying for all shipping and handling charges. If the size you wish to exchange for is no longer in stock, we will work with you to find an adequate replacement solution.

I accidentally gave the wrong address and/or I moved to a new address.
If your order hasn't shipped yet, please email us as soon as possible with your correct address and we can update your address before it's picked up for delivery. However, if your item has already shipped and is shown as delivered, we ask you perform the following steps:

• Contact the mail carrier you selected (UPS, USPS, etc.) with your tracking number and see what steps they have you take.
• If applicable, contact the apartment complex/building/facility you had your item shipped to and attempt to confirm delivery.
• Confirm that your tracking information gives the status "Delivered" and does not have a status update or warning that could interfere with delivery.
• Check your mailbox or anywhere else you actively receive mail.

If you have taken all of these steps and are still unable to obtain your package, please contact us and we will assist you in getting a new item sent to you. If your package is returned to sender and makes its way back to us, we will refund the cost of the replacement.

My item has a smudge/dust marks/something else and I don't know why.
For items like pins and keychains, manufacturers use something to ensure that your item does not stick to its packaging or the machines when it's printed. This ensures your items do not get damaged in the manufacturing or packaging processes. These marks can be easily cleaned when rinsed or lightly rubbed with a damp cloth or paper towel. For items such as t-shirts and other apparel, as a general rule of thumb, you should wash an item before wearing it, as merchandise can sometimes collect a little bit of dust from sitting on a shelf.

What is your product made of? What if I'm allergic?
Each product page includes a detailed description of the item, including materials. If you have concerns about the materials, care instructions, or any other questions that aren't answered by the product description, please reach out to us.

I have a question not addressed here!
No problem! Contact us and we'll be happy to get back to you.