FAQ

Orders

Where does my order come from?

All shop orders are fulfilled once a week by the lovely warehouse squirrels at White Squirrel in Washington. For any issues regarding shipping, I will forward your message to White Squirrel to handle.

How long will it take to receive my order?

The goal is to ship your order within one week of when you've placed it. But sometimes when there is a new launch, there are a higher volume of orders than usual, which might result in orders taking a bit longer to fulfill. The warehouse squirrels are working as fast as they can to get all orders out, and we all appreciate your patience!

All orders will be sent with tracking numbers and you should receive an email from the shop with that info as soon as your item ships. Once shipped, most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. International shipping delivery times may vary between 2 and 12 weeks.

I placed multiple orders, can you combine them?

This is something the warehouse squirrels can help you with! Please email Ashley at whitesquirrelstore@gmail.com so it can be done. Please give the squirrels a few business days to reply.

Can you combine my shop order with my patreon package?

No. Patreon is fulfilled by Rachel, while shop orders are fulfilled by the warehouse squirrels in a separate location.

Order I received is incorrect or damaged

Please send me a message within 7 days of delivery and I will see what I can do to help you!

The acrylic charm I ordered has scratches on it

Acrylic charms have a thin plastic film stuck on them in order to prevent scratches during the production and shipment process. Once you receive your keychain, please peel this layer of plastic off. They are usually on both sides.

Please be careful with the charms that have holographic effects. You could accidentally peel up the wrong layer and instead peel off the holographic film.

How do you handle preorders?

When you preorder an item, the entire shipment is held until all items are available to be shipped. If you would like us to ship your preordered items separately, you will need to place a separate order. If you have already placed your order and want the in-stock items without waiting for the preorder, please use the contact form so I can help. You will have to pay separate shipping.

Can you sign or personalize an item or leave a custom note?

No, because all shop items live in the warehouse, which is not where Rainylune lives.

Shipping

Tracking says my package was delivered but it never arrived?

Please wait a few days - sometimes the post office marks a package delivered a few days before they actually deliver it. Please also check with neighbors to see if they got the package by mistake. Once a package has been handed to the post office, it is out of Rainylune's control.

My package says it was returned to sender?

This may happen due to various reasons, such as:
• Customer provided incorrect address: Orders will ship to exactly the address inputted by the customer. If you typed it wrong, then it will be sent wrong.
• Package was refused: If a strange name was used on the package, other people who live at the residence may not recognize who it belongs to and refuse it. Example: addressing a package to a friend and listing their name as “Supreme Lizard uwu Overlord”. the other people who live at that address may not recognize that name, think it’s suspicious, and return the package. It also makes it harder for people to claim the package at the post office or customs. Overall, I would not recommend using strange names.
• Order was not picked up at post office or customs fees were not paid.

Once your order has been returned, you may choose to either have it resent to you and pay the cost of shipping it once again, or get a refund on your order NOT including the shipping you originally paid.

will you lie on the customs form for me?

no. despite the fact that i am an avid supporter of frogs doing crimes, mail fraud is not one of them. i could get in legal trouble for breaking the law, and that would endanger my business. you are responsible for all customs fees that might be added onto your order.

Why does international shipping cost so much :(

because that is how much the US postal service actually charges to send things. terrible, i know.

Misc.

Where do you get your plushies/pins/charms/bags/products manufactured?

My manufacturers have been found after a lot of trial and error, experimentation, and money. There are numerous guides online that you can consult, as well as Facebook groups dedicated to rating manufacturers. You can pretty much find anything on Alibaba with a little research.

when can i buy a frog bag?

Not for a while. Once Rachel has finished sending out the current preorders, leftovers will be sent to the warehouse and Patreon cult members will get early access. After that, there will be a preorder for more, which likely won't be ready until mid-late Summer at earliest.

frog?

🐸

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