FAQ & Policy
FAQ:
Q: Do you accept international orders?
A: Yes, however unlike orders in the USA, international orders are not guaranteed free shipping, although we have recently started offering free shipping on international orders of 2+ items. As well as this, we do not assume any responsibility for any customs fees, importation fees, tariffs, taxes, or any related expenses when product is received in your home country. If you are ordering from outside the United States, you are therefore assuming responsibility for any of these associated fees. We will not reimburse you for any unexpected fees at customs, etc.
Also, note to all international customers: Please, when providing your address, make sure you give us your actual home address, or post office box, or a real address of some sort. Any orders with shipping addresses consisting of a city or municipal sorting center, courier, etc tends to complicate our ability to generate a shipping label, and can lead to shipping mistakes. Please, provide us a real physical address. Thank you.
In regards to packages held at customs:
If your package gets held, stuck, or does not move at a point in customs, we do not assume any responsibility for this. It is common for packages to get stuck at customs for sometimes upwards of a month or two, maybe more. Unless the package truly seems to be lost, we will not reimburse you for packages stuck at customs. They will most likely get processed and delivered to you in due time. We will advise you to be patient and simply wait for it to be released, or to pay the necessary fees to your customs office if applicable.
We as a vendor do not have any privileged ability to communicate with your domestic customs offices. If there is any communication needed to recover your package, it must be done on the customer's end, and there is nothing we can do to expedite this process. We have less say than you do as a resident of your home country.
Q: Where are you based?
A: We are based in the United States, in Phoenix, Arizona.
Q: Are these products dropshipped?
A: No, all of these products are produced by us in the mainland United States, orders are fulfilled by hand and we keep full inventory on hand. All of these designs are inspired by our personal taste in music, video games, art, etc, and creating fan merch is a passion project first, business second.
Q: Do your chains rust? Are they made of quality metal?
A: Yes, all of our necklaces used in our products are 100% stainless steel, and they won't turn your neck green or rust. We take pride in everything being very high quality, and making products that will last and get plenty of use.
Q: Do you take custom orders or suggestions?
A: No, we do not take custom orders, however we are always open to suggestions and ideas from customers and followers. Feel free to shoot us a DM on Instagram or contact us using the page on this website if you'd like to pitch any ideas or suggestions for new merch. We appreciate all feedback.
Q: How fast are orders fulfilled?
A: Typically we do USPS mail drops every Monday and Friday, and from there USPS First Class Packages can take anywhere from 1 to 5 business days for transit in the mainland United States, on top of our handling time. Most customers will receive their orders within a week and a half. International orders can range from 1 to 3 weeks depending on where you live. If anybody has orders with missing tracking or a lost package, feel free to message us using the contact form on here, or in our Instagram DM's and we'll in most cases be more than happy to send out another package if you haven't received your chain in adequate time.
Q: My necklace has an extra strand of a smaller chain on the end. What is this?
A: Some of our necklaces have a small strand of a tiny chain on the end. Our manufacturer puts these on the end of the loop where the clasp meets just in case you need some extra length. If the extra length bothers you, they're very thin and you can easily cut them off using a regular pair of scissors or even a pair of nail clippers. Our future batches won't have these. No, we won't issue returns or refunds for this. If you have any questions, feel free to shoot us a DM on Instagram or contact us.
Q: What is your return policy?
A: Return Policy:
ATTN: When placing an order, please put your real first and last name in the shipping information section.
WE WILL NOT REFUND ANY ORDERS WITHOUT REAL NAMES IF THEY GET LOST BY THE POST OFFICE OR ARE NOT DELIVERED.
ANY ORDERS WITH FAKE OR JOKE NAMES IN THE SHIPPING INFO ARE INELIGIBLE FOR ANY TYPE OF RETURN, EXCHANGE, OR REFUND.
PLEASE USE A REAL NAME. THIS IS NOT YOUR PLAYSTATION GAMER TAG. WE ARE TRYING TO GET ACCURATE INFORMATION SO WE CAN DELIVER YOUR PACKAGE WITHOUT ANY ISSUES. THANK YOU.
Eligibility: You may return or exchange any item within 30 days of receiving your order if there are any defects, errors in fulfillment, or damage. We will not issue you a return or a refund if you receive the item and you simply don't like it, if it was a gift and the receiver gave it back to you, or any other non-damage or error related issues. In all cases, we will not issue a refund without the item sent back to us and inspected first. In most cases, it's simply easier for us to send you a replacement free of charge, which we'll gladly do if something is wrong with your product.
ATTN: We do NOT accept returns or refunds for T-shirts, as most of our shirts are print-on-demand, expensive to produce, and we do not keep inventory for them. We will not accept any return requests for a print-on-demand T-shirt.
Return Process: To initiate a return, please contact our customer service team at indieovation@gmail.com, or use our contact form with your order number and reason for the return. Our team will provide you with instructions on how to proceed with the return.
Shipping Costs: Customers are responsible for covering the cost of return shipping unless the item is being returned due to a defect, or an error on our part. In such cases, we will provide a prepaid shipping label. In all other cases, you will be responsible for coordinating and paying for the associated shipping in a return.
Refunds: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If your return is approved, a refund will be processed, and a credit will be applied to your original method of payment within 5-7 business days
International Refunds: In cases of international orders which were not received by the customer, only a partial refund of the cost of product minus the cost of shipping will be refunded. We do not accept any responsibility for missed deliveries, bad addresses, USPS mishandling, etc. Because of this, shipping charges are non-refundable for international orders.