Store Policies & Shipping
What's your return and exchange policy?
All items are custom made to order, as such we do not do returns or exchanges products. We can sometimes cancel orders before they ship, but only at our discretion. Once an item has shipped, orders cannot be canceled under any circumstance. Packages sent back to us will not be refunded. We offer absolutely no refunds on commissions or any custom work.
Please contact firstname.lastname@example.org with any questions or concerns.
What if there’s something wrong with my order?
If you’re missing a piece, or a piece is damaged: It's rare, but it happens occasionally, especially with kits with dozens of tiny parts. Email us and send us photos; we'll send out a replacement free of charge.
What do I do if my order was lost or damaged?
For damaged items, keep your packaging intact and email us as soon as you can.
If your package was lost, please email us.
Claims must be submitted and processed with the post office in order for us to fully, or partially refund you.
My item hasn't arrived yet and it's been [x] weeks/days. What do I do?
Get in touch. We generally replace packages that do not arrive after a certain window of time. This time is determined at our discretion –– usually 3 weeks, but it can be up to 6 weeks for countries with more rigorous customs practices.
We offer replacements for missing packages, not refunds.
I live in Toronto. Can I do a local pick-up to save on shipping?
Absolutely. Contact us to make arrangements or select “pick up” as your shipping option via Shopify. You can use the code FREESHEEP to remove shipping costs if you intend to pick up!
I'm going to [convention]. Can I pick up to save on shipping?
We generally attend and will accept pick-ups at the following conventions:
- Anime North
- MTAC/DTAC (Toronto)
We have team members who frequently attend the following cons:
- Holiday Matsuri
Do you accept orders placed outside of the US?
We sure do!
Do I have to pay taxes, customs or VAT?
You may be charged tax on your order in accordance to your country, province, or state's laws.
If you're living in the US, you may need to pay customs on your order as we ship from Canada.
Customers from the EU and/or other parts of Europe may be subject to VAT and/or customs fees.
Customers anywhere else in the world, may have to pay customs or duties.
Dangerous Ladies is not responsible for any customs, VAT, or any other fees you may incur as a result of ordering from us. We do not and will not falsify the value of goods/packages in order to avoid customs fees.
How long will it take to receive my order?
Almost everything we do is made to order. Production time on kits is generally 1-2 weeks, but depending on where an order falls, material availability, how busy we are, it may be slightly over or slightly under. Fabrics may take anywhere from 2-4 weeks and finished props will take 3 weeks minimum.
Once shipped most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service.
International shipping delivery times may vary, but generally sit around 2 weeks.
If you have a particular deadline, please include it as a note in your order. We will do our best to accommodate, and if it looks like it'll be cutting it close, we'll be in touch with you.
I have a specific event date. What can I do to ensure my orders arrive in time?
Please include your convention date in a note when you order; if we know your date, we can prioritize accordingly to ensure that you get your order with extra time for body shopping, assembling, paint, sewing, etc.
If we think it's untenable to meet your date at short notice, we will generally email you as soon as your order goes in to arrange a game plan.
We regretfully cannot take any responsibility for kits arriving on time for deadlines if you do not provide us with a date.
What are your payment plan terms?
Payment plans are invoiced through Paypal.
A 20% non-refundable deposit is required for the order to be moved into production; we have the right to request larger deposits depending on the order and materials required.
Invoices not paid within one (1) calendar year are considered abandoned projects (unless otherwise discussed) and will not be refunded.
We will only ship when the invoice has been paid in full.