Terms & Conditions

By buying from my shop, you agree to the terms and conditions stated on this page.

🌘 Orders are shipped out within 1-2 weeks of purchase. However, there may be times when shipping takes longer. During holidays, shipping is expected to take longer.

🌘 By pre-ordering an item, you understand and are committed to waiting for your order. Preorders can take months due to production time, and there is the possibility of delays.

🌘 Please enter the correct address! We are not held responsible to resend an order if it was sent to the wrong address or returned to us due to a wrong or old address written on the buyer’s part. If your address is incorrect, please email help@whitesquirrel.com to update your address if it has not been shipped yet. In case of reshipment or if the order has already been shipped, an additional payment of the shipping cost is needed.

🌘 It's not our responsibility if packages goes missing from your mail box or home, which were marked as "Delivered" on the shipping status. Unfortunately as a small business, you must take this up with the shipping carrier.

🌘 In the case where an order is sent back to us for any reason, an order may be refunded in this case if the buyer no longer wants the order, but the shipping funds previously paid for the items before will not be refunded. If the buyer would like the order to be reshipped, then an additional shipping cost is not necessary.

🌘 All orders are final sale once the order has been shipped- Returns are not accepted! Only in the case of an arrival of damaged product, please contact help@whitesquirrel.com with photos of the damage to find a solution.

🌘 Order cancellations may be accepted ONLY if the order has not already been shipped out by the time of response! Please keep this in mind.

🌘 Import duties, taxes, and other fees are not included in the item price or shipping charges. These charges are the buyer's responsibility.

🌘 In rare occurrences, I have the right to cancel and refund your order at any time.

Frequently Asked Questions

🌖 Are you currently taking commissions / custom paintings / tattoo designs?

Unfortunately, I am not currently doing commissions for individuals, as I am too busy with freelance work. I am only open to freelance work for publishers, games, and animation.

🌖 Can I ship my MtG cards or other products for you to sign and ship back?

Unfortunately, I’m not currently doing signings at home, only in-person signings at conventions. But I very much appreciate your interest!

🌖 When will your shop re-open?

My shop opens temporarily during print restocks and limited product releases! Please follow my twitter and instagram for updates on shop release dates.

🌖 Is this account on _ website you, or an impersonator?

My only online platforms are the ones linked through my linktree: https://linktr.ee/lunaurum I also have an old Deviantart account (fionahsieh), and am represented by my agent, Shannon Associates.

All other accounts claiming to be me are impersonators and fake accounts that are not authorized by me or any agent representing me.

🌖 Where is my pre-order / When will my pre-order ship?

Pre-orders can take months due to production time, and there is the possibility of delays. However, I will always have an estimated time of production and shipping date range listed for any pre-order products, which can be found in the product descriptions. To check if your item is a pre-order, please look at the name of the product and if there is the word “Pre-order” at the end of it.

🌖 When will my order ship/arrive?

Regular orders are shipped out within 1-2 weeks of purchase. However, there may be times when shipping takes longer. During holidays, shipping is expected to take longer.

As for arrival, that is up to how USPS/UPS is doing if you are in the US! If international, it is up to the international shipping carriers. Domestic shipping generally takes between 3-6 business days for arrival. International shipments can take 3 to 8 weeks for arrival, or more, due to the carrier’s delays.

🌖 I ordered both a pre-order item AND currently stocked items. When will my order ship?

Any orders that include both a pre-order item and currently available items will be shipped together when the pre-order item arrives. If you would like to separate shipping for these products, please order them separately. Feel free to contact the customer service email to cancel your order if you have made a mistake regarding pre-orders.

🌖 Where is my tracking number?

You should have received your tracking number in a separate email when your order was shipped. Please check your spam and trash folders as well, just in case!

🌖 I haven’t been receiving responses from you / from customer service.

Please check your spam and trash folders as well! There have been times where replies from me have been filtered into a buyer’s spam/trash bins. If your email is directed at me, and it has been more than 2 days without a response, absolutely feel free to send the same email again! There have been times where I did not respond right away and it was lost among other emails, so I always appreciate another send.

🌖 What countries are you currently shipping to?

I currently only ship to a few countries. They are United States, United Kingdom, Canada, Japan, Taiwan, Hong Kong, Indonesia, Malaysia, Philippines, Singapore, South Korea, Thailand, Italy, Germany, Denmark, Ireland, Italy, Netherlands, Norway, Poland, Sweden, and Switzerland.

🌖 My order is stuck in the mail and isn’t arriving / My order has been in transit for a long time?

Unfortunately, there is nothing we can do but wait and see how the postal services end up shipping, returning the package to me, or finding the lost package. :( International shipments especially can take anywhere from 1 month to even 3 or more months when delayed, in my experience. If your order has been stuck in transit for over 3 months, feel free to contact the customer service email and we can work out a solution.