Frequently Asked Questions
What is a preorder item?
"Preordering" means you are purchasing an item that has not yet been produced. It is essentially reserving the item in advance before it is in-stock. Preordered items will not ship immediately and can take several weeks to months to be produced, quality checked and then shipped out. Preordering helps me, the seller, know how much of an item to order to ensure that all customers get the items they want and allows me to fund the production costs of these items! Please note that if you place one order with multiple items, including preorder items, your package will not ship until all preorder items arrive to me. If you would like the instock items in your orders to ship first, please place them in a separate order!
What is the status of my preordered item?
Before emailing about your order, please check out our Preorder Updates page! Please note that if you placed an order that contains a preorder item, your whole order will not ship until the preorder items are finished and arrive to me.
What do you use to draw?
For my old art prior to 2020, I've been using my Wacom Bamboo Fun tablet and a mixture of Paint Tool Sai and Photoshop to paint my illustrations. Recently, I've mainly been using my Apple iPad (and pencil) and Procreate.
Can you draw ___ for me?
Currently, I am not accepting commissions in order to focus on personal projects. If I do open commissions in the future, I'll announce these opening on my social media platforms so be sure to follow me there.
What is the difference between Standard and Seconds quality pins?
For details on how I grade my pins, please refer to our Pin Grading guide!
When will I receive my order?
Order processing typically takes anywhere between 1-2 weeks. For details on an estimate shipping time, please refer to our Shipping & Handling page!
I've placed two separate orders, can I combine them to save shipping?
Yes you can! Please use our Combine Order form to submit a request. Please let me know of this as soon as possible as I'm unable to combine your order if one of them has already been shipped out! Do note that if one of your orders contain pre-order items and the other does not, the entire package will only be shipped out once all pre-order items have arrive to me.
What are your return/refund policies?
All sales are final and we do not offer any refunds, returns, or exchanges. If your item was damaged upon arrival or you received the wrong item, please email us at firstname.lastname@example.org with your full name, order number, and photos of the order within 10 days of delivery so we can do our best to sort things out for you!
Do you ship internationally?
Yes, we ship worldwide! However, the customer is responsible for any custom fees, VAT, duties, and/or taxes that may incur. For more details on international orders, please refer to our Shipping & Handling page!
What shipping options do you offer?
To ensure that all customers receive their packages safely, we use USPS First Class shipping for all domestic packages and USPS First Class International for all international packages. Tracking comes included with each order and you will be notified of your tracking number via email once the package has been shipped. For sticker-only orders, we use USPS First Class Mail, which does not include tracking.
What is White Squirrel?
White Squirrel is my fulfilment warehouse that is in charge of packaging and shipping out all JeanaDraws store orders!
Where is my package?
Please contact your local post office first! Once the package leaves our hands and enters the USPS system, we no longer have any control over the package. USPS has this helpful link here for you to follow. Tracking is provided on all orders (except sticker-only envelope orders) so please contact USPS and follow their process of locating packages from there! Sometimes, shipping can take a long time, especially with the current COVID-19 pandemic, so please be patient. We do not accept refunds due to delayed or missing packages as we are not responsible for such situations. If a package was returned to us, we can send it out again as long as shipping costs are covered!
Do you do customs or wholesale?
Yes, please email me at email@example.com for more information on custom orders and wholesale pricing.