What happens if I want to return my order?
There are no order cancellations, refunds, exchanges or warranties with Messy Meerkat Studios. All sales are final. Please make sure you are certain of your product choices when placing an order. These items are one of a kind and can be delicate. Please handle carefully. We are not responsible for damage caused by either the shippers or the customer.
Please contact us with any questions or clarifications required prior to your purchase, we will endeavour to answer them as quickly as possible.
Who pays for shipping?
Shipping charges from the original order are non-refundable and customers are responsible for return shipping charges to us. All returns and/or exchanges must be received by Messy Meerkat Studios within 15 days of return authorization date.
I’m missing an item or something is damaged.
We do our best to carefully package orders, but sometimes other events happen that can damage your items. We will replace or refund your item at our discretion and upon receipt of photos/videos showing the damage. We require this evidence to lodge a claim with the shipping company where applicable. All claims of missing and/or damaged items must be made within seven days of receipt of goods.
We now offer “Route” insurance protection for all of our products. If insurance is not purchased your item will not be covered in the case of being lost, stolen or damaged. In the case of Canada Post, all items below $100 are automatically covered.
Listed below is a brief summary of Route Shipping Protection coverage, but you can review the full policies at https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies.
How do I initiate a return?
Please contact us for a return authorization for your item(s). You will be given a reference number to use in all correspondence regarding your return.
When can I expect my refund?
Allow seven business days for us to inspect your package and process a return. Once your return has been accepted, it can take another five business days for a credit to show to your original method of payment.
Do you charge restocking fees?
Orders should be packed and returned to us in the same method in which it was shipped to you. A 10% shipping charge will be levied on all returns. Returns not received within 15 days from the date of authorization will be charged a 20% restocking fee.
We also reserve the right to charge shipping costs if you received free shipping on your order and your order no longer qualifies for free shipping once a return is made.
Times required to lodge issues
- Lost - stuck in transit
Domestic: The issue must be filed between 7 and 30 days from the last shipping update.
International: The issue must be filed between 20 and 30 days from the last shipping update.
- Stolen - marked as delivered
The issue must be filed between 5 and 15 days from when the order was marked delivered.
Stolen orders over $100 USD require a police report.
The issue must be filed and include photos of the damaged package and item(s), no later than 7 days from when the order was marked as delivered.
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you have received the wrong item.
If the box/bag your item arrives in is damaged, please ensure you take photos/videos prior to opening. We need this evidence to make a claim with the shipping company and/or insurer.
Stones or crystals may loosen and fall off during shipping. This is normal and does not qualify the product as defective or damaged. Messy Meerkat Studios will supply instructions on how to adhere these stones o crystals back in their original place.
Once your product has been shipped, we are no longer responsible for the handling of your product. Messy Meerkat Studios is not responsible for shipments that are not deliverable due to incorrect or incomplete shipping information. If a package cannot be delivered to the address provided, it will either be shipped back to us or destroyed based on shipping terms.
If a package is returned to us, the customer is responsible for paying a return-to -sender fee as well as the re-shipment cost. If package is destroyed due to a non-claim by customer, the customer must re-purchase the item.