FAQ

When do items ship?

・Orders are mailed out once per week on Wednesdays. Orders for in stock items placed before 8am Wednesday will ship on that Wednesday, while orders placed after 8am will ship the following Wednesday. 

When will I receive my preorder item?

・Preorder/backorder items are shipped around the time frame noted in the individual item listing, but an exact delivery date cannot be guaranteed.

・Orders containing preorder items will ship once all items are in stock.

I got a shipping notification ages ago but I still haven't received my order! Why?

・Packages are currently experiencing delays due to COVID-19 and other complications. Domestic orders that normally take around 2 days to arrive can take up to a week or more, while international orders are sometimes taking as long as 3 months to arrive.

・Once an order is shipped, I have no control over how quickly it arrives and see exactly the same tracking information that is available to you with your tracking number. 

・I cannot refund orders that have shipped and are still in transit. In many cases the package does eventually arrive. 

Thanks for your understanding and patience!

Do you accept returns or exchanges?

・No returns or exchanges are accepted. However, if there is an issue with your order please contact me at koba@ursanova.com.