SHIPPING & RETURNS
All payment must be rendered at time of purchase (we accept major credit cards, paypal, shop pay, and apple pay) and production on items does not begin until the order is payed in full. We are unable to retroactively apply discounts or sales to items purchased at standard pricing.
Please allow up to 5 business days for your items to be created prior to shipment. We work hard to get items in the mail quickly, and your package will likely ship even faster but be aware that we are a small made-to-order operation and do not offer exact ship-by dates.
All domestic orders are shipped USPS with tracking (the tracking ID will be emailed to you along with confirmation when your order ships). Priority shipment can be purchased at check out, and large orders may be upgraded to priority due to their weight or size. We do not guarantee delivery by estimated dates provided by USPS, and encourage customers to view these as guidelines for average delivery time not a certainty. Issues with shipments will need to be resolved with the USPS (as all items that ship in our shop carry insurance through their services), although we are here to help guide any customer who has issues with lost or stolen packages through a claims process. We may, at our discretion, include signature confirmation on large orders. If you have an issue with mail security at your current residence, please consider an alternate address or reach out to us so that we can arrange for signature confirmation (there is a small added fee). Lost packages are very rare, but we encourage any customer who is having issues to reach out to us for assistance.
International orders are shipped USPS international and also include tracking. There is no standard insurance on international orders. Import duties and customs fees are not included in the purchase or shipping price. Customers who live in countries with customs fees are responsible for knowing the laws and taxes of their home country and should prepare ahead of time for potential additional expense. There are a number of calculators available online for determining these fees. We are unable to mark orders as a gift or lesser value as this is illegal and could incur us major fines or even jail time. Thank you for understanding.
We know that buying clothing online can be tough, so we happily offer exchanges and returns. As a small business without a dedicated shipping department, we rely on our customers following our shipping guidelines in order to make sure that everything goes smoothly. Please note that we provide size charts, measurements, and fiber content when applicable for all items in our shop, and are happy to offer additional assistance for customers who are struggling to decide on a size.
Please contact us within 21 days of receiving your item to arrange for an exchange or return. We will walk you through the process and provide you with details on what information needs to be included with your package and where it should be shipped. We require that returns and exchanges be in the mail and on their way back to us within 30 days of purchase, customers who ship to us outside this window may be refused the option to return or exchange their items. Please do not send items back to us without first arranging your exchange or return. We reserve the right to refuse packages that have not been arranged for. Shipping costs to and from the buyer are the responsibility of the buyer. Please note that we do not offer exchanges or returns on intimate or bath and body items, due to hygiene issues. Any items sent back to us need to be in like new condition: unwashed, unused, and free from smells (heavy perfume, smoke etc.), rips, stains, deodorant or lotion marks, pet hair etc. We reserve the right to refuse exchanges and returns on items showing obvious signs of wear or use. Thank you in advance for your understanding regarding these policies, they are what allow us as a small handmade business to continue to offer return and exchange services.
All of our items are hand printed and some very minor variation in print is to be expected. We believe that this is part of the charm of buying hand screened items. However, if you believe that you were sent a defective item in error, please let us know, we stand behind our products and will work to make sure you are happy with your order (we may ask for a photograph of the issue). Your satisfaction is our biggest priority and we will work with you to honor all reasonable requests. Please make note of the fiber content of items you are purchasing, read care tags, and reach out if you have questions about best laundering practices. We do not offer refunds or returns on items that have been damaged or shrunk in the wash, and encourage customers to consider potential natural fiber shrink as a part of their sizing decision making.
FREQUENTLY ASKED QUESTIONS
Connecting with Us
Who are you?
Read more about us and our company on the About Us page.
How do I contact you?
Please use our contact form or email us at fennecdesign@gmail.com if you want to hear back from us quickly (it should be noted that we are human beings who sleep and stuff, so please allow a little time for us to to get back to you). We kindly ask that you avoid using Instagram or Facebook as a means of communicating time sensitive information to us.
Can you give me advice on screen printing? On running a small business? On making a living selling art?
We get tons of requests for this kinds of information, and we would love to have the time to respond in a thorough way to everyone individually. Unfortunately, we are also very busy making things so we are unable to provide free advice to every person who reaches out. We promise we are super friendly and that we love hearing from you, but ultimately we have limited availability to serve in a mentoring or teaching capacity. We do offer consulting and creative coaching services for those looking for a one-on-one. Please inquire via our contact form for details. The best way to learn about our behind the scenes goings-on is via Instagram.
Where can I share photos of my new Fennec Design purchase?
We love seeing photos posted by our happy customers! Feel free to tag us on Instagram @fennecdesign or on Facebook as Fennec Design Studio, and use the hashtag #fennecdesign so that we can find you!
I would like to visit your studio, how do I set up an appointment?
Our studio at The Millworks in Harrisburg, PA has frequent open studio hours. Hit us up on our contact page to set up an appointment or to find out when we will have open hours that specific week. Our printshop/production space is not open to the public.
I have a suggestion for a new product you should offer, how do I let you know about it?
Use our contact page or leave us a comment on social media. We definitely take customer recommendations into consideration when designing new products, and it's super helpful to hear from you!
I loved my purchase, how do I let other people know?
We rely on social media and word of mouth to tell the world about our work. Tell your friends, share our page, and let us know if you want some extra stickers or postcards in your next order to share with others. Your support keeps us making art and paying bills, and we are beyond thankful!
Ordering
This item is a gift, can you wrap it for me?
We do not offer free gift wrapping at this time, but are happy to hand write a short note to your recipient with your order. Please designate what you would like the note to say on your order form notes section at checkout.
Where do I go to find out about sales, promotions, and coupons? What if I want to learn about new products?
You can sign up for our newsletter to receive occasional updates on this info directly in your inbox. Or you can follow us on social media for more frequent updates on new products, behind the scenes photos, sales, and pictures of our cats. Please note that jewelry newsletter subscribers do receive first notification for new jewelry collections. There is information that may be exclusive to any one of these, so consider which option(s) serve your needs best.
Oh no! I made an error on my order form! What do I do?
Let us know about the issue as soon as possible and we will do what we can to correct the error. Customers are responsible for providing correct address and recipient information to ensure timely and accurate delivery.
Do you offer wholesale?
We happily offer wholesale to select retail locations. If you are looking to carry Fennec Design products in your gift shop, gallery, or boutique please send us an email at fennecdesign@gmail.com and we will walk you through the policies and steps for setting up a wholesale account with us. We have separate wholesale site that makes ordering a breeze.
How do I know that purchasing from your site is reliable, safe, and secure? What about my privacy?
We have been in business since 2010 and have thousands of happy customers. Aside from our webstore, we also have a popular Etsy with an average 5 out of 5 star rating, with over 23,000 positive reviews. You are protected from fraud by your credit card or payment processor while purchasing from our site, and by our site builder Shopify. We are GDPR compliant. Additional info about payment types accepted, troubleshooting your order, and our privacy promises to you can be accessed on our shipping/return policies page.
Why do I have to pay for shipping?
Unfortunately it still costs us money to ship your items, and while hiding shipping in the item cost can be a clever marketing strategy for some businesses, we've opted to be transparent about what it costs us to send things to you. Our shipping fees go toward covering postage and packaging costs only.
I have a special request regarding my order, can you do this for me?
Please contact us prior to placing your order either via email at fennecdesign@gmail.com or through our contact page. We will let you know if we can fulfill your request and if there are any special steps you need to take.
This item is sold out, will it be coming back?
It depends. Shoot us a message if you want to know specifics about a product. Sometimes an item is briefly out of stock, but other times it has been discontinued. Please note that we do not carry any given design or style indefinitely, so it's best not to wait on an item for too long.
Our Products
How do I use your size chart?
All measurements on items are taken with the item lying flat. The best way to compare with size chart measurements is to take measurements from a comparable garment in your closet, rather than from your body directly. Feel free to contact us if you need further help.
Help! This item doesn't come in my size - What do I do?
We carry the full range of sizes that a given item is available in. If it's not listed, unfortunately we are unable to offer it. As a print shop we are largely at the mercy of what manufacturers are willing to produce, but we do prioritize blank items with a wider range of sizes whenever possible.
Can you change the size, color, shape etc. of this item?
We do not offer custom changes of this nature through our webstore.
What size is the model wearing?
You may have noticed that we don't provide a model's size on listings. Ultimately we want to encourage customers to use the measurements provided in the size charts rather than guessing how closely they may match the sizing of the model. People of the same height and weight often have vastly different measurements, and more often than not model specs can be misleading. We want to make sure that customers are working with the most accurate metric possible for determining best fit.
Custom Art & Design
Will you come speak/present to my group, school, business, or non-profit?
We love participating in artist talks, panels, and events! We particularly enjoy speaking about environmentally friendly printing and small business ownership in the social media era. We also provide workshops and presentations for kids and teens that are interactive and geared for a younger audience. Inquire via our contact form for further details.
Can you custom print clothing, posters, or other goods for my club, company, team etc.? What about custom design or illustration?
As a printshop and design studio we offer all kinds of services for businesses, organizations, and individuals and we would love to talk with you about your idea or project! Hit us up on our HIRE US page for more info on pricing and availability.
Can you draw my tattoo?
We are not offering tattoo design services at this time, but we do offer a tattoo ticket in the shop for those looking to purchase permission to use one of our pre-existing designs.
In Person Retail
Where else can I purchase Fennec Design merchandise?
Our items are available on our Etsy and are carried in at a number of small boutiques and handmade centric stores.
Unfortunately we have had some issues in the past with knock-offs on sites like ali-express and redbubble, but we do our best to stay on top of the counterfeit items. If you believe you have stumbled upon a counterfeit or knock-off item we would really appreciate you sending us an email with a link, so that we can take the legal steps to have the item removed.
Are you hiring?
We don't currently have any openings but please feel free to send a resume and portfolio to our email at fennecdesign@gmail.com, if you'd like to be considered for future positions.