Frequently Asked Questions
SHIPPING & HANDLING
Where are you based? New Jersey, USA.
When will my order ship?
Orders are processed once a week and usually ship within 4-7 business days of your order.
How much is shipping?
For all domestic orders, USPS First-Class Mail® shipping is at a flat rate of $4.00 (up to 1 lb. in weight). We also offer the option of USPS Priority Mail® starting at $7.25 for domestic orders.
For all international orders, we offer First-Class Package International Service® starting at $10 and is based on weight. First-Class parcels do not come with insurance. In order to insure a package, please contact us to get a separate quote. International customers are responsible for any import or custom fees.
If you refuse to pay customs and the package is returned, the shipping cost will be the customer's responsibility. Please contact us with any order-related questions.
Will my order come with a tracking number? All orders come with a USPS tracking number. Once your shipping label is printed, the tracking number will be emailed automatically. Packages may not be scanned at every processing center so tracking updates may be delayed.
When will I receive my order? Domestic First-Class Mail® orders should take about 5-7 business days to arrive. Domestic Priority Mail® orders should take 2-5 business days to arrive. This does not include processing time. International orders take an average of 2-18 weeks to arrive but can be delayed due to customs and local post office handling. Tracking may not update once the package has left the USA because it switches to the country's regional system. Please be aware that weather delays are possible in certain areas.
What if I haven't received my order? Once a package is handed off to USPS, we do not have control over its transit. It is not uncommon for USPS to mark orders as delivered before actual delivery. Any delivery issues need to be addressed with your local post office first. Wait a few days before filing a missing mail request. Sometimes the package will be with a neighbor or family member or sitting in the post office. For international orders, you must wait a minimum of 6 weeks since the time of shipping to contact me about a package that has not arrived. Please allow sufficient transit time before contacting about order status.
What if I entered an incorrect address? Please double-check your shipping address when checking out. If an address is incorrect and the package is returned, customer is responsible to have package sent to the correct address.
Is there a minimum purchase required?
There is no minimum purchase required.
How will my order be packed?
We take care in packaging and shipping your orders. All pins will be mounted to a backing card and inserted into a bubble mailer for extra protection.
Several pins may be mounted to a single backing card.
INTERNATIONAL ORDERS
**Due to significant delays and packages being lost, we are not shipping to Germany at this time.
How long will it take me to receive my package if I live outside of the US?International orders take an average of 2-18 weeks to arrive but can be delayed due to customs and local post office handling. Tracking may not update once the package has left the USA because it switches to your country's regional system. Please be aware that weather delays are possible in certain areas.
Some estimates for international regions:
Canada: 2-6 weeks
Europe, UK, Australia, New Zealand: 3-8 weeks
Italy: 4-12 weeks
Asia Pacific: 3-8 weeks
South Asia, Latin America and the Caribbean: 4-12 weeks
North Africa and the Middle East: 4-16 weeks
My order looks like it's stuck...what's up with that?
Currently, many parcels are not being scanned for shipping updates, which in turn, makes it look like your parcel is stuck. Fear not, it is not stuck. The post offices are just saving time by not scanning packages, but they are on their way. We do not have access to any additional tracking information than what is showing on the tracking page.
What about customs and duties?
Any potential customs fees are the responsibility of the customer. These fees are set by your country, and we have no control over how much they will charge. Please be aware of this prior to placing your order. You always have the right to refuse a package, however, the shipping cost be your responsibility. Please contact us at info@thegraymuse.com when returning a package in order to initiate a return.
RETURNS & EXCHANGES
Do you accept returns/exchanges?
At this time, all sales are final — no returns or exchanges are accepted. Please be sure to read over item descriptions before purchasing. Enamel pins have handmade elements, are unique and can result in having minor cosmetic flaws or imperfections, which does not impact the functionality of the pin.
What if I have a problem with my order? Please contact us with your name, order number, and photos (if applicable) to discuss any concerns with orders. Please do not send messages on social media platforms in regards to orders.
CUSTOMER SERVICE & COMMUNICATION
I need assistance with something else. What can I do?
If you have a question that wasn't answered above, please feel free to email us at info@thegraymuse.com. Business hours for customer service are Monday through Thursday from 11 am to 4 pm Eastern Standard Time. Please expect up to 48 hours for a response to an email.