Shipping Policy

Order Processing Time

I typically process orders within 1-5 business days after purchase, excluding weekends and holidays. Orders placed after 2:00 PM Central Time will be processed the following business day. However, during convention season, processing may be delayed by up to 2 weeks. Please check my socials or discord for an up-to-date convention schedule

Orders may be fulfilled by me (Winterra) or by my sister/other assistant artist.

Domestic Shipping (United States)

All small U.S. orders are shipped via USPS. Depending on package weight and size they may be shipped with UPS. The standard cost of a small package will be around $4.99 but can reach up to $50 based on size and weight.

You’ll see your exact shipping cost at checkout before completing your order.

International Shipping

I ship to select international destinations. I typically use USPS, however, this is not always available. If you have a shipping company restriction please email me at Winterraart@gmail.com. I will do my best to accomodate any requests. I will also do my best to avoid UPS due to high brokerage fees

Packages typically take 7-21 business days to arrive, however, depending on your postage system and location it can be up to 2 months.

Customs duties, VAT, or import taxes are the responsibility of the buyer

Shipping Restrictions

I do not ship plushies to any country outside of the U.S., Canada, Mexico, or Australia.

If an order is placed with an unsupported or incomplete address, it may be delayed, canceled, or returned to sender. I will not pay to reship the item. However, if you cover shipping again, I will send the item back out.

Order Tracking

Once your order ships, you’ll receive a confirmation email with a tracking number.

Please allow up to 48 hours for tracking to update after the package has been scanned.

Lost, Delayed, or Damaged Packages

If your order is significantly delayed, lost, or arrives damaged please contact Winterraart@gmail.com within a 7 days of delivery.

Depending on the situation, I may be able to offer a replacement or refund.

Convention Pickup (Conditional Availability)

I occasionally offer in-person pickup at conventions I attend.

To find out when convention pickups are available please join my discord or keep an eye out for notifications on my Instagram stories. You may also reach out to me ahead of a con if you'd like to do a convention pickup and I will waive shipping.

Pickup orders must be placed during a specified convention preorder window.

Holiday or Peak Season Delays

Processing and shipping times may be extended during holiday seasons, major shop updates, or convention prep periods. If delays are expected to exceed the stated timeframes, I will post updates on my storefront or on social media.

Returns & Exchanges

Shipping fees are always non-refundable unless I made an error with your order.

Return & Exchange Policy

Returns

I currently do not accept general returns for buyer’s remorse (e.g., if you change your mind or ordered the wrong item). Please review your order carefully before checking out.

If your item arrives damaged or defective, please reach out within 7 days of delivery with a picture of the item. I may be able to refund the item or replace it.

Exchanges

I do not offer direct exchanges at this time. If you ordered the wrong item and would like a different one, please contact me. I can offer a 75% discount on the exchanged item under the condition the original item was returned in perfect condition and the buy covers all shipping costs.

Cancellations

Cancellations are not gaurunteed. If an order has already been packed it can no longer be canceled and I cannot promise to have seen a cancelation request before I start packing it. Please reach to Winterraart@gmail.com to cancel an order. But again, even if you send it before I pack it theres no promises it will be canceled.

Lost or Missing Orders

If your order appears to be lost in transit or hasn’t arrived within the estimated timeframe please contact me at Winterraart@gmail.com.

I’ll do my best to assist or resolve the issue, but please note that I am not responsible for delays caused by USPS or international customs. Your best bet is to first reach out to the carrier and file a missing package report.

Custom and Final Sale Items

Custom-made items, preorders, limited edition items, and convention exclusives are final sale and cannot be returned or exchanged. This is especially important to note for preorder pins. The final product may look different from the artwork, and there will be no refunds.