FAQ

Q: Where are you located?

A: Sugarnova is located in the beautiful mountains of Provo, Utah! (Well not actually IN them. That would be ridiculous. But I can see them from my house!)

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Q: How long does it take to ship?

A: It usually takes me 4-5 days to pack and get your orders to the post office, but during holidays and large pin drops this may be a little longer.

From there, USPS can take 3-5 days for domestic US orders and 2-6 weeks for international orders. All US orders come with tracking, but international order tracking will vary by country.

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Q: It's been a while since I ordered but my international package has not yet arrived, what should I do?

A: Please be aware that international shipping can take anywhere from 3-5 weeks to arrive!

Check your tracking number and see where your package currently is. If it appears to be "stuck" in one location or has been more than 5 weeks since your ordered, please email me at hellosugarnova@gmail.com and I would be more than happy to help you resolve the issue.

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Q: Can you mark down the price of my order or as a "GIFT" to avoid customs fees?

A: I understand how frustrating customs fees can be, however, I will not mark it as a gift or for less of the actual ordered amount. Lying on a customs form is a serious offense and puts me at huge risks of fines or worse.

Customers are FULLY RESPONSIBLE for any taxes or fees that occur on their orders! Please be aware of your country's fees BEFORE placing an order!

That being said, if you think I have made a mistake when filling out your customs form please contact me at hellosugarnova@gmail.com.

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Q: I received a pin with imperfections (spots, overfill, underfill, scratches, ect.) what should I do?

A: While I strive to send the best quality pins possible, please be aware that enamel pins are handmade and may contain minor imperfections. If you feel the issue is major please send me a photo of the flawed pin and I would be happy to help resolve the issue. 

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Q: Do you accept returns/exchanges?

Once shipped, all sales are final and no returns or exchanges will be accepted. If you want to cancel or change your order, be sure to message me BEFORE the order is shipped and I can assist you.