FREQUENTLY ASKED QUESTIONS
Orders
At this stage the books are only available to order via Amazon. But if you think a local shop or bookstore near you might be interested in stocking them, let me know!
We work with a production on-demand supplier. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
Production-on-demand is a more sustainable approach to fashion as we customize the product only when a customer has already made an order. There’s no leftover stock and this way we’re producing less waste than traditional apparel manufacturing.
Our supplier also uses printing equipment that’s energy-efficient and saves water in the process and we’re working on reducing the use of plastic in the packaging process.
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at aerin@thankyouuniverse.com.au.
Delivery
Usually, it takes 3–7 days to fulfil an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
● USA: 3–4 business days
● Europe: 6–8 business days
● Australia: 10–14 business days
● International: 10–20 business days
Our estimated delivery time (EDT) is our delivery time prediction. We follow a simple equation to calculate EDT:
estimated fulfillment + estimated shipping = estimated delivery time
Our average order fulfillment takes 2–5 business days.
We consider the current order volume and our fulfillment capacity when calculating our estimated fulfillment time. Similarly, we calculate estimated shipping time according to our historical shipping data for deliveries to your area.
But the estimated delivery time is just an estimate, not a guarantee. Here are some of the reasons why an order might arrive past its EDT:
- Products being out of stock
- Shipping related delays like failed delivery attempts, service disruptions, or harsh weather conditions
Nonetheless, we work hard to meet our delivery estimates with each order.
If you’re ever in a situation where the EDT has passed, please wait a bit longer. Then, once 5 business days have passed, get in touch with us via email or chat, and we’ll take a look.
We work with an on-demand order fulfilment company with facilities worldwide!
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at aerin@thankyouuniverse.com.au with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but
shipping will be at your own cost.
Some of our products come individually packaged to protect their shape and provide extra durability. Here are the products we may ship separately:
- Hats and visors
- backpacks
- mugs
- postcards and stickers
- posters
- framed posters
- canvas
- water bottles
- notebooks
In some cases, we may fulfill products from the same order in different facilities, which means they’ll be shipped separately.
Returns
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at aerin@thankyouuniverse.com.au!
Please note, our products are produced to your size and design on demand. As a small business that means we can’t offer returns due to a change of mind or if you order the wrong size. If you need a new size you will need to place a new order, so please read the sizing charts carefully.
Of courses any returns or problems that occur because of a manufacturing error on our part will be handled at our expense.
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product is received. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.
Read the full returns policy here.
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at aerin@thankyouuniverse.com.au with photos of wrong/damaged items and we’ll sort that out for you.
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at aerin@thankyouuniverse.com.au within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a
refund!
If something arrives damaged, send a photo of the damaged goods to aerin@thankyouuniverse.com.au, then we’ll gladly send a replacement at no cost to you.
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at aerin@thankyouuniverse.com.au within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
