FAQ

Do you ship to internationally? 

If you are located outside of the USA and Canada, you can shop on our Etsy page.

I lost my pin! Are replacements offered?

It seems you have misplaced your pin! While we do not offer replacements for lost pins at this time, we recommend purchasing our Deluxe Locking Pin Backs for added security, especially if you anticipate wearing your pins in busy areas or on thicker fabrics, such as backpacks. Currently, our enamel pins come with black rubber backs, which are suitable for thin fabrics.

My keychain broke! Can it be fixed or do you offer replacements?

Unfortunately, once an interactive design breaks (which is rare), it cannot be reassembled. We only replace broken Color Wheel© keychains if you contact us within 90 days of purchase. Please complete this form to see if you qualify for a replacement and be sure to include as many details as possible about your situation. Missing information will delay any processing. Any other damages are assessed on a case-by-case basis. Enamel pins that experience damages or fading due to exposure to extreme temperatures, chemicals, oils, and rough treatment do not qualify for replacements.

 

PROMO CODES

Are there any current promo or discount codes?

Yes, we do have some exciting promotional offers available! 

With the code "SHIPITNOW," you can receive complimentary domestic USPS First-Class Package shipping for orders exceeding $50. 

Please note: this promotion does not apply to shipping methods that exceed $10.

 In addition, you can receive 15% off your first order by signing up for our newsletter!

Our email community exclusively receives monthly discounts and offers. 

Please sign up by clicking the button located at the bottom right of our website or entering your details at the pop-up on the home page.

Can I use multiple promo codes on one order?

No, only one promo code can be used per order, but you are welcome to use another code on a future order (as long as it haven’t expired).

SHIPPING & HANDLING

ATTENTION: We are currently not shipping to the EU from our main shop. If you wish to place an order to the EU, we kindly request that you visit our Etsy shop. 

Where are you based?

 Our humble headquarters are located in the beautiful state of New Jersey in the United States of America. 

When will my order ship? 

We process our orders 1-2 times a week and they typically ship within 4-7 business days from the time the order was placed.

How much is shipping? 

All shipping costs are calculated at checkout based on the order weight, destination, and selected shipping method.

What shipping methods do you offer?

We offer shipping methods through USPS. We strongly suggest double-checking your mailing address before finalizing your purchase to ensure the best possible shipping experience and to avoid delays and returns.

Does shipping come with insurance?

Regrettably, first-class parcels do not come with insurance. If you would like to insure your package, please contact us to obtain a separate quote. Furthermore, international customers are responsible for any import or custom fees. In the event that customs is refused, the customer will be responsible for the shipping cost.

Will my order come with a tracking number? 

Indeed! A tracking number in sent with each order. Once the shipping label is printed, the tracking number is automatically sent to the customer. However, it is important to note that packages may not be scanned at every processing center, so tracking updates may be delayed. 

When will I receive my order?

Domestic USPS First-Class Mail® orders typically take about 3-7 business days to arrive. Domestic USPS Priority Mail® orders typically 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.

We understand that unexpected delays can cause undue stress and worry. Please be assured that once an order is received by the shipping company, we are no longer responsible for it. Any concerns about transit or delivery inquiries should be directed to the shipping company or local post office. Weather delays may occur in certain areas.

If you have not received your order or it is marked as delivered, please note that we have no control over its transit once it has been handed off to USPS. It is not uncommon for USPS to mark orders as delivered before actual delivery. 

Any delivery concerns need to be addressed with your local post office first. You can click here to find their contact information. Please wait a few days before filing a missing mail request. Sometimes the package will be with a neighbor, family member, or at the post office. 

For international orders, please allow a minimum of 6 weeks before contacting us regarding packages that have not arrived. We kindly request that you allow sufficient transit time before contacting the courier service. 

What if I haven't received my order? What if it's marked delivered and I haven't received it?

In our experience, we have found that it is not uncommon for USPS to mark orders as delivered before actual delivery. Unfortunately, once a package is handed off to USPS, we do not have control over its transit. 

Any delivery concerns need to be addressed with your local post office first. You can click here to find their contact information. 

We kindly request that you 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 us about a package that has not arrived. Your patience and understanding during this time would be greatly appreciated.

What if the tracking information hasn't been updated in a few days?

In the event that the tracking information for your package has not been updated in a few days, do not fret! 

It is important to bear in mind that the tracking number is generated upon printing of the shipping label and does not necessarily indicate that the package has been shipped or picked up by the esteemed USPS/UPS couriers.

It can take up to three business days to fulfill an order, and as such, we humbly request that you kindly allow up to seven business days for the tracking information to update.

It should also be noted that USPS does not scan all packages at every processing center due to the high volume of orders, which may result in a delay in the updating of the tracking information.

In some instances, the package may not be updated until it is out for delivery or even after it has been delivered. Your patience and understanding during this time would be greatly appreciated.

What if I entered an incorrect address?

In the event that you realize that you have entered an incorrect address, it is of the utmost importance that you email us as soon as possible! 

If we receive your email before the package is shipped, we will be able to update the address in our system. 

If we are not notified before shipment, the package will be returned to us, and you as the customer will be responsible for those shipping fees.

There may also be instances when the address was indeed correct, but USPS fails to make a delivery for various reasons. In such cases, the shipping fees will still be the customer's responsibility and cannot be refunded. To ship the package again, we would need to generate a new invoice to cover the shipping costs.

Is there a minimum purchase required?

We are pleased to inform you that there is no minimum purchase required. Whether you order one pin or a hundred, we value your patronage and appreciate your support!

How will my order be packed? 

At The Gray Muse, we take great care in packaging and shipping your orders. All pins are mounted to a backing card and securely inserted into either a bubble mailer or corrugated box for added protection. Please note that several pins may be mounted to a single backing card, depending on the size of the pins ordered.

My order looks like it's stuck...what does that mean?

In the unlikely event that your order appears to be stuck, do not fret, as it may simply be due to the parcels not being scanned by the shipper for shipping updates. The post offices are attempting to save time by not scanning packages, but rest assured, they are on their way to you. Unfortunately, we do not have access to any additional tracking information beyond what is shown on the tracking page, but invite you to continue to check that status each day.

INTERNATIONAL ORDERS

If I live outside of the US, how long until I receive my package?

For our esteemed international customers, orders typically take an average of 2-18 weeks to arrive, depending on the destination, but please bear in mind that customs and local post office handling may cause delays. 

It is also important to note that tracking may not update once the package has left the United States, as it switches to the regional system of the country of destination. 

Please be aware that weather delays may also occur in certain areas.

To provide you with an estimate of the shipping times for certain international regions, we would like to share the following information:

• 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

What about customs and duties?

We wish to draw your attention to the possibility of customs fees that may arise upon receiving your order. It is important to note that any such fees are determined by the customs regulations in your country, and are solely the responsibility of the customer. 

We are unable to control the amount that may be charged and we kindly advise you to consider this prior to placing your order. However, if you do refuse the package, please be aware that you will be responsible for the shipping cost. For assistance with returns, please contact us at info@thegraymuse.com where we will be happy to support you.

RETURNS & EXCHANGES

Do you accept returns/exchanges?

Yes, we do offer returns and exchanges for our customers. In the event that you have had a change of heart about a particular item, we encourage you to email us to determine if you qualify for a return or exchange. Generally, items can be returned in their original packaging and condition, and will be refunded the amount you paid for the item (shipping is excluded). 

Please note that the item must be returned before the refund is processed. If you would like to receive a new item, we suggest that you place a new order and return the old item separately. Should you have any further questions, please do not hesitate to contact us.

To ensure that your shopping experience is nothing short of satisfactory, we kindly request that you carefully read over the item descriptions before making your purchase. Our enamel pins may have handmade elements, and as such, may exhibit minor cosmetic flaws or imperfections. However, we assure you that these do not impact the functionality of the pin.

What if I have a problem with my order?

Should you encounter any issues with your order, please contact us promptly. To assist us in addressing your concerns, kindly provide us with your name, order number, and photographs (if applicable). We respectfully request that you refrain from sending messages on social media platforms regarding retail orders, as these inboxes are not monitored.

CUSTOMER SERVICE & COMMUNICATION

I need assistance with something else. What can I do? 

Should you require assistance with anything else, please do not hesitate to reach out to us at info@thegraymuse.com. Our customer service team is available to assist you from Monday to Thursday, 11 am to 4 pm EST. Please note that we aim to respond to all emails within 48 hours.

GENERAL QUESTIONS

What are Enamel Pins?

Our enamel pins are small pins, usually worn on clothing or accessories, or used as decorative or collective items on things such as pinboards, fabric, bulletin boards, or lanyards.

Each pin is intentionally designed to inspire, motivate, and encourage self-expression and an appreciation for beautiful things. 

How are Enamel Pins made?

Enamel pins are made from die-struck iron metal, heated to a high temperature, and then polished to create a smooth surface. We offer a variety of pins, and we encourage you to explore our selection here to find the perfect fit for you!

What can I use Enamel Pins for?

Anything you want! Our pins can be used to enhance your outfits, dress up your basics, make your accessories more fun, or even make your workspace a bit happier.

Do you have tips for keeping Enamel Pins from falling off?

Our number-one tip for keeping enamel pins from falling off is by using locking pin backs. There are several different types of pin backs—some are better for displaying pins, while others are better for keeping them secure. Shop locking pin backs now!

How much does an Enamel Pin weigh?

Our enamel pins may weigh anywhere from 4 to 30 grams, depending on the size and material of the specific pin. 

Why do the Enamel Pins cost what they do?

Our enamel pins are priced to reflect the time spent designing and developing them, the quality, and the uniqueness. Every enamel pin we create is done so with intention—and love!—and we take pride in the products we produce.