Refund policy
⭐ Pre-Orders
Pre-Orders cannot be cancelled!! Please read the listings and be aware that delays may happen. I cannot cancel a pre-order. As a small business, I rely on pre-orders to fund products.
Shipping delays do happen, they are out of my control. I always ship out pre-orders as soon as I get them.
⭐ Order Cancellations
Our shop accepts order cancellations within 2 hours of the order being placed. Please note that there is a 10% processing and restocking fee charged for all cancelled orders. Pre-orders cannot be cancelled!
To request a cancellation and partial refund, please send an email to info@bibipins.com with your full name and order number. We will check the timestamps to see if the cancellation is eligible, and then process the 90% refund.
⭐ Returns & Exchanges
We may accept exchanges for other shop items of equal or lesser value on a case-by-case basis, as long as the exchange is requested within 14 days of original order delivery. And the item is unused. Again, this will depend on the specific case and item(s). Customers will be responsible for all costs related to the exchange, including paying any shipping costs to & from our shop. Please contact info@bibipins.com with your name and order number to request an exchange.
Exchanges may be determined on a case by case basis and we reserve the right to deny any exchange requests.
⭐ Refunds & Replacements
To be eligible for a refund or replacement, your item must be lost or defective. To get a refund or replacement, you can contact us at info@bibipins.com with your order number.
Note, that opting out of insurance means that I'll have to file a claim with the shipping company before I can offer a refund or replacement. This process can take about a month.
Lost item(s)
If order tracking has not updated in a long time, and is stuck "In Transit".
Please contact us at info@bibipins.com after 14 days for (Canada & US) and 30 days for (International) of the shipment date, but no later than 60 days, if the item is lost so that we can evaluate the issue and make it right.
For International orders, it is very common for tracking to rarely update, or even update at all, once your package reaches the International Sorting Facility.
Please do not be alarmed if your order's tracking status does not update for many weeks at a time. We do not consider international packages to be potentially lost until at least 1.5 full months have gone by since the shipment date (45 days). If it has been 1.5 months (45 days) without delivery, please contact us at info@bibipins.com with your order number so that we may look into it for you. In this instance, we will usually file an insurance claim for loss so that you may be reimbursed.
NOTE: Insurance claims for lost packages can only be filed up to 90 days after we have shipped out the order. Please try to contact us somewhere between 30 to 75 days (1 - 2.5 months) after shipment to ensure that we will be able to file an insurance claim to refund or replace your order. We cannot guarantee refunds or replacements if you contact us after 75 days.
As always, we also recommend reaching out to your local post office directly to see if they have any information regarding your package before contacting us.
Damages and issues
Please inspect your order upon reception and contact us within 14 days if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
To ensure accurate and speedy assistance on the issue, please complete the following steps:
1. Take at least one photo of the item. In the case of DAMAGE, please take a photo of a) the damaged item(s), b) the exterior mailer packaging, and c) the interior mailer packaging. Make sure the photograph is well-lit. If the photo is grainy or dark, we may request a new photo.
2. Send the photo(s) to our customer service inbox, info@bibipins.com, and include your full name, order number, and written description of the issue.
Once we read your email, we will then work with you on a resolution, whether it be a refund, replacement, or instructions on how to easily fix the problem (ex: bent pinbacks). In the case of DAMAGE, we will file an insurance claim. Please check your email for the email from Canada Post or the specific shipping company once the claim has started.
In some instances, we may require that the Customer sends us back the defective or incorrect item. If this is requested, Customer will not be responsible for any costs associated with the exchange or reshipment.
If approved, the Customer will be automatically refunded on their original payment method. Or given a replacement item if it's in stock. Please remember it can take some time for your bank or credit card company to process and post the refund. Usually up to 10 days.
You can always contact us for any question at info@bibipins.com.