US CUSTOMERS: We use Priority Mail for all shipping within the U.S. Priority Mail takes approximately 2 to 3 days to deliver and comes with tracking. According to the USPS website, Priority Mail is not a guaranteed service. If you want guaranteed delivery by a certain date, please contact us for Express Delivery options.
INTERNATIONAL CUSTOMERS: International orders are shipped via First Class mail and usually takes 2 to 4 weeks for delivery, but can take as long as 2 months depending on customs. If you've paid for the standard First Class postage of $24.99, your item can only be tracked until it reaches customs in your country. You can upgrade your shipping to Priority Mail International, which can run anywhere from $40 to $60+ depending on your item and location. This will give you tracking to your doorstep and a delivery time of about 6 to 10 days
Please be sure your address is up to date on PayPal and your credit/debit cards. Your address is automatically uploaded into our shipping app and then printed onto a shipping label when your order is ready to be shipped. We do not write out the labels ourselves, so we are not responsible if your package is delivered to the wrong address or returned to us as non-deliverable. If it is returned to us because of a wrong address, you are responsible for the shipping costs to send it out again.
Lost or Delayed Items in the US:
The post office is a separate company/business/entity. When we're finished doing our part (making, packaging and bringing your item(s) to the post office), your package is then in their hands. If it goes missing, we won't know anything more about its location than you!
If you know your address was entered correctly at checkout, rest assured that *that* is the address that was printed on your shipping label, because it is a completely automated process. Your label is then affixed to your package with plenty of tape so that it doesn't fall off in transit. (We take photos of every package before sending them out in the event we need to show the condition of said package and label as it was when it left our hands.)
Delayed items: We are not a delivery service and, therefore, do not deliver your packages. We drop them off at the post office the day after you place your order -- unless it is a Sunday or holiday -- and then it is out of our hands. If your package is delayed in shipping (possibly showing that it is "taking longer than expected"), please contact USPS here. We won't have anymore information than you do, but they might be able to give you an update. If your tracking still shows as "Pre-shipment" after a few days, rest assured that we have dropped your package off, but it may not have been scanned and/or updated in their system. Many times an item still marked as "pre-shipment" will arrive at your door without ever being updated in tracking. If it has been an excessively long time, please contact USPS and they will open an investigation.
If your item shows as delivered but you haven't received it, please follow these steps:
1) Check with family members, friends, roommates and neighbors to see if they've collected it for you and set it aside.
2) Call your local post office to see if it was brought it back to them. (This happens more often than you'd expect.)
3) If the post office doesn't have it, and you (and nobody around you) has it, there's a chance it may have been stolen. In this case, you'll need to file a police report.
4) After the above steps have been taken, contact us and let us know what has happened so that we can call USPS and open an investigation. You can also do the same. The direct number for USPS (where you can actually talk to a living, breathing human being) is 678-279-7980.
We are not responsible for replacing an item that is stolen from your doorstep. If you live in an area where theft is known to occur, please let us know before purchasing and we can add signature confirmation. Signature confirmation costs an additional $2.55. (A small price to pay for peace of mind.)
Lost Items International:
Sometimes packages are held up in customs for an unnecessarily long amount of time. (Especially in Australia.) If you have not received your item within 2 months (and you've already followed the above steps) contact us and we'll work with you to help complete your order!
Please understand that the money you pay for shipping does not go into our pockets. It goes to the USPS to buy your postage. We make no money from shipping. In fact, we often lose money, because packages mailed in the US are almost always more than $9.99, and we never charge handling. (Boxes, tissue, tags, bubble wrap, tape, labels.)
Custom Orders: (CURRENTLY UNAVAILABLE)
Please check out our Instagram @MoodyVoodies for a catalog of dolls we've made. You can also view our gallery for a small selection of some of our favorites! **Note that we have now discontinued our Gomez and Morticia dolls.**
If you're interested in having something made for you, please contact us so that we can discuss what you need, the cost, and the time it will take to start and complete. If possible, send a photo of what you have in mind. (We sometimes make a few different versions of a particular doll and need to know which you prefer before we can give you a price.)
When you're ready to place an order for your custom, we will email you an invoice. Once paid, your order will be on our customs list.
**Your invoice will be canceled if not paid within a week. (We do this so we can keep track of our turnaround time and how many more customs we're able to accept at that time.)
When your order is complete we'll send you photos of your finished item, so please check your email for a message from us -- especially if you've reached the end of the time frame we had discussed at the beginning of your order. If you're happy with what you see, we'll pack it up and ship it out! We ship packages the next day, unless it is a Sunday or holiday.
Note that when you custom order something we've previously made, it may differ slightly than our original listing or post (stitching, paint/drawing, colors, etc.). Although we try to remake an item as close as we can to the original, exact likeness is not possible because all our dolls are handmade. If you're not satisfied with your finished 'one-of-a-kind' order, we'll fix it for you!
Discontinued Fabrics and Supplies:
Unfortunately, there are times when fabrics and other materials we've previously used are discontinued. This is one of the reasons why it's important to send us a photo of the doll in which you are interested. If we know a fabric/yarn/button you like has been discontinued, we'll offer some alternative suggestions. However, if you know in advance that you wouldn't be interested in any alternatives, it's best not to place your order --- because sometimes a discontinued item will catch us off guard even after we've already started on your doll.
If you've placed a custom order via invoice and would like a refund, you must notify us within 24 hours. We are supply shopping almost every day, buying what we need for customs -- so you'll need to catch us before we pick up the supplies for your order! After 24 hours, refunds will not be given.
All orders: If for any reason you are not happy with your item after you receive it and would like a refund, you must notify us immediately and send it back to us, in its original condition, within 7 days of receipt. You are responsible for the shipping costs, and signature confirmation must be added.
If you've received an item that is flawed (whereupon stitching, etc, has come undone or something is broken), please let us know immediately upon receipt and send photos. We will work to fix the problem.
**Our dolls do not come with a lifetime warranty and we are not responsible for any wear and tear. Our dolls are intended as art dolls and should not be given to children or pets.
**Sorry, refunds are not accepted on personalized/unique custom/special orders, and we do not offer exchanges.