Welcome to the pie shop!
Unfortunately we actually sell no pie (sorry), but we have lots of vtuber merchies. This pie shop is currently only run by 2 people, and is a very new venture of mine. All of the products that are listed on this site are drawn and designed by me! Gads Koookwee (or Terry). If you have any comments or questions that are not already answered below, you can reach me at [email protected]
I am likely to respond within 1-2 business days, but if you haven't received a response, please please please follow up via my email again or through Twitter DMs , I would like to help however I can :) Additionally!! This is my first time selling online... please go easy on me! I'm currently testing the waters, so it's likely that many things will change in the beginning of running this shop.
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How do preorders work?
Likely, if you are reading this for the first time... there are only preorders available. These preorders will be open for about 2-3 weeks from the date of products being listed. After they are manually marked as sold out, they will enter the production phase, which can take 1-1.5 months, depending on the product. Once they are within my hands, they will be shipped out as soon as possible!!
Any leftovers from the preorder will be put on the site at a later date.
Additionally, since some items are handmade to some degree (like ceramic coasters), they will also be marked as a preorder as they have to be made to order.
I want to order products that are preorder AND nonpreorder.
All items in the order will be sent together (AKA, when the preorder items are in my hands). If you would like your nonpreorder items sooner, please place a SEPARATE order for it.
Do you ship to [insert country here]?
If, for any reason, your country is not listed as an option at checkout, it's likely that I cannot ship there due to current events/ restricted mailing services...
Please check here for current USPS service alerts!
The item I want is out of stock! Will you be restocking it?
Most likely, yes! But it might depend on what the item is. If there is enough demand for it, I will likely bring it back. Even if there isn't any clear public demand for it, I would still love to know if you are still interested in it! Even more so if you find others who would like to have it back. In this case, I would definitely consider doing a limited rerun at the very least.
When will my order arrive?
I will not begin packing orders until I have a certain number of orders placed. This can take anywhere from 1-7 days to process. Once I've printed the labels and brought it to the post office, it will take 1-3 weeks for it to arrive at its destination.
All orders apart from orders with only stickers/miniprints in it will have a tracking number, which will be emailed to you when I prepare the label.
What happens if my package is delayed or disappears?
Unfortunately, once it enters the postal system, I have no control over where and how it ends up. I cannot replace or refund the package if it is lost or delayed. I do, however, highly encourage you to reach out to your local post services to see if they can lend any assistance.
What is your policy for returned mail?
In the case that an order is shipped back to me, I will make sure to contact the customer! I will offer resending the order for a fee or offer a refund. If the returned order is a result of a mistake on my end, I'll resend it for free.
What about VAT/Import/Customs fees?
The customer is responsible for paying any fees that the package may incur when it arrives in your country! Please be aware that this may cause delays for your package's arrival.
Why hasn't my order been sent out yet?
I have recently begun traveling to different cons to also peddle my not-pies to potential pie shop customers around the country (maybe like you!). IF I am not in town/ a family emergency comes up/ any other thing that prevents me from shipping out the order within a week (as long as it's not a preorder!!), I will post and date it on my announcements page! BUT if there is no new announcement and your order has been sitting for 2 or 3 weeks, please send me an email or DM me on twitter!
Some of the products in my package came damaged...
I'm so sorry about that! Refunds, partial refunds, and exchanges (if said products in the package are in stock) will be available for any products that arrive with major defects or as an incorrect order. Please reach out to me via email if this happens to you (attaching pictures and adding your order number would be greatly appreciated). Please be aware that it is up to my own discretion as to whether the product is qualified for a refund or exchange.