Frequently Asked Questions
Do you currently ship internationally?
At this time, regular checkout is primarily set up for shipping within the United States and few other countries.
International customers may contact me via Instagram before ordering to ask whether shipping to their country is available. International shipping costs can be significantly higher and will need to be calculated separately.
International customers are responsible for any customs duties, import taxes, handling fees, or other charges required by their country.
What do “In Stock,” “Preorder,” “Backorder,” and “Sourced to Order” mean?
In Stock
The item is currently in my possession and is ready to be prepared for shipment.
Preorder
The item has not yet been completed or released by the creator. It will be shipped after production is finished and the item arrives at my California location.
Backorder
The item has already been purchased or secured and is currently waiting to arrive from China. It will be shipped to you after it reaches my California location.
Sourced to Order
The item is not currently in my possession. After your order is placed, I will purchase and source it from a third-party seller in China on your behalf. Additional sourcing and international transportation time will be required.
How long do preorder items take to arrive?
The estimated shipping date will be included in each product listing whenever possible.
However, preorder timelines are estimates and are not guaranteed. Delays may occur due to production, the creator’s schedule, domestic shipping within China, international transportation, customs, or other circumstances outside of my control.
Some preorder items may take several months to arrive. In rare cases, the total waiting period may be up to 200 days.
Please place a preorder only if you are comfortable with the possible waiting time.
How long do backorder items take to arrive?
Backorder items have already been purchased or secured but have not yet arrived at my California location.
Most backorder items require several weeks for domestic transportation within China, package consolidation, and international shipping. An estimated shipping date will be included in the product listing whenever possible.
The estimated date may change if there are international shipping or customs delays.
How long do Sourced to Order items take?
Sourced to Order items are purchased after your order is placed.
The process may include locating the item, confirming availability with the seller, shipping it to a warehouse or forwarding company in China, and then transporting it internationally to the United States.
Because these items come from third-party sellers, the total processing time may vary. Please allow several weeks or longer for sourcing and transportation.
What happens if a Sourced to Order item is no longer available?
Availability for Sourced to Order items may change quickly because many products are limited, discontinued, or sold by individual third-party sellers.
If I am unable to obtain the item after your order is placed, I will contact you and issue a refund for the unavailable item.
When will my order ship if it contains multiple items?
Orders are normally shipped together once every item in the order is ready.
For example, if your order contains one in-stock item and one preorder item, the in-stock item will be held until the preorder item arrives.
If your order contains multiple preorder or backorder items with different estimated arrival dates, the entire order will ship after the last item becomes available.
This helps avoid charging you multiple shipping fees.
Can I have my items shipped separately?
Yes. Please contact me if you would like the available items shipped before the rest of your order arrives.
Additional shipping charges will apply because each package requires a separate shipping label.
Can I cancel a preorder, backorder, or Sourced to Order item?
Please contact me as soon as possible if you need to request a cancellation.
Cancellations are not guaranteed once an item has been purchased, secured, or ordered from the creator or a third-party seller. Many preorder, backorder, and Sourced to Order items are purchased specifically for the customer and cannot be returned to the original seller.
Please carefully review the item details and estimated timeline before placing your order.
Can I cancel an in-stock order?
Please contact me immediately if you need to cancel an in-stock order.
If the order has not yet been packed or shipped, I may be able to cancel it. Once the shipping label has been purchased or the package has been shipped, the order cannot be canceled.
Are the estimated shipping dates guaranteed?
No. Estimated shipping dates are provided based on the information available at the time the listing is created.
Production delays, creator delays, international transportation, customs inspections, weather, and carrier delays may affect the final shipping date.
Any important updates will be posted on the product listing or shared through the store’s social media.
Do you sell official or fan-made merchandise?
Pink Whale Studio sells a mixture of official merchandise and independently created fan-made merchandise.
Each product listing will clearly state whether the item is official or fan-made. Please carefully review the title, description, and product photos before purchasing.
Fan-made products are created by independent artists and are not officially affiliated with or endorsed by the game developer.
Are the items authentic?
Items described as official merchandise are authentic products from the official brand, event, or authorized collaboration.
Fan-made products are purchased from their original creators, artist studios, or trusted sellers whenever possible. They are not mass-produced counterfeit copies.
For rare or discontinued products purchased from third-party sellers, I carefully review the seller and product information before purchasing.
How are books and fragile items packaged?
Books, art prints, acrylic items, and other fragile merchandise are packaged carefully with appropriate protective materials.
Whenever possible, I reuse the original protective packaging provided by the creator, including bubble wrap, corner protectors, cardboard, or protective sleeves.
However, some products may already have minor manufacturing marks or small imperfections from their original transportation from China. Any noticeable damage that I am aware of will be disclosed in the product listing.
What should I do if my order arrives damaged?
Please contact me as soon as possible after delivery and provide:
- Clear photos of the damaged item
- Photos of the shipping box or mailer
- Photos of the shipping label
- Photos of the protective packaging
Please keep all original packaging until the issue has been reviewed. This information may be required to submit a claim with the shipping carrier.
Minor imperfections caused during manufacturing or the item’s original transportation may not qualify as shipping damage if they were already disclosed in the listing.
What happens if my package is lost or delayed?
Once a package has been accepted by the shipping carrier, delivery speed is outside of my direct control.
If tracking has not updated for an extended period, please contact me so I can help review the tracking information or submit a carrier inquiry when applicable.
A package is not considered lost simply because it is delayed. Carrier investigations and claims may require a waiting period.
Pink Whale Studio is not responsible for packages marked as delivered by the carrier, but I will do my best to help you review the available delivery information.
Can I change my shipping address?
Please contact me immediately if your shipping address needs to be changed.
An address can only be updated before the shipping label is purchased. Once an order has been shipped, I cannot redirect or change the delivery address.
Customers are responsible for entering a complete and accurate shipping address at checkout. Additional shipping charges may apply if a package is returned because of an incorrect or incomplete address.
Can you help me find an item that is not listed on the website?
Yes. Pink Whale Studio may be able to help source rare, discontinued, or China-exclusive Love and Deepspace merchandise.
Please contact me with a photo or description of the item you are looking for. I can check availability and provide an estimated item price, sourcing fee, and shipping timeline.
Availability is not guaranteed, especially for limited-edition or discontinued items.
Are returns or exchanges accepted?
Because many products are limited-edition, preorder, backorder, or specially sourced items, returns and exchanges are generally not accepted for change-of-mind purchases.
Please carefully review all product photos, measurements, condition details, and estimated timelines before ordering.
Please contact me if you receive the wrong item or if your order arrives with significant undisclosed damage.