FAQ

Where are you located?

We have two offices, one in Los Angeles, the city of angels, and the other in Macau, a beautiful city with a unique mix of Portuguese and Chinese cultures.

 

Which office will be handling my order?

All the items are shipped from our Los Angeles office unless otherwise announced on its associating listing.

 

Will my shipment be affected during this pandemic?

We normally ship within 1-2 business days, however, due to the frequent flight cancellations and different safety measures taken by all countries, international postal services may experience delays while we recover from this pandemic. US domestic shipments remain unaffected.

If you need to receive your package by a certain date, please contact us for other shipping options before checkout.

 

Which carrier do you ship with?

By default, we ship with USPS First Class Mail.

For international packages, the post office of the receiving country has full control over the package once it departs our post offices and they each follow their own delivery procedure. We do not request signature services unless it is requested by the customer him/herself as it requires an additional fee. However, your post office might still request your signature upon delivery.

Customers are responsible for any customs charges, duties or taxes charged by the receiving country.

 

When should I expect my package after I receive a shipping notification?

United States: Around 3-5 business days

Canada: Around 2~3 weeks 

Asia, Europe, Australia, South America, Africa:

As of June 2021, we are still experiencing serious shipment delays, delivery time for countries outside of the USA can range from 3 weeks to 3 months. Please contact us if you would like to know the specifics and/or expedited shipping options for your country.

*Please note that the above time frame is based on our previous data. Shipments can sometimes be delayed due to unanticipated factors (i.e. custom and weather). We do not hold responsibility, but we promise to try our best to assist you.

 

Does my package have a tracking number?

Shipments are bound with their own tracking numbers. You will be notified of a tracking number in your shipping notification.

 

Pricing

All prices are shown in United States Dollars. We reserve the right to update our pricing at any time without prior notice.

 

Tax and Duties

From July 1, 2021, the European Union (EU) is making changes to tax regulations for eCommerce purchases to the EU countries. We will not be collecting VAT (value-added tax) on our website. Customers will be responsible for any custom fees or VATs upon packages' arrival. 

 

Copyright

All stamps we showcase here on our website are created by Mister Robinson, Limited. Copyright is not transferred with the purchase of any of our products. Any recreation based on our designs (AKA make money in any form) is prohibited. Please contact us at hello@misterrobinson.co before using any of our pictures and/or contents.

 

Can I incorporate your wax seal designs in my creation for commercial purposes?

Our wax seal stamps are only meant for personal use, but we are open to the discussion under certain terms and conditions. Please contact us before placing your order to discuss the details.

 

Do you make custom wax seal stamps?

Yes, we do, all our wax seal stamp production is prepared by our Macau office handles so custom orders will be shipped from there instead. Please email us your design to hello@misterrobinson.co and we can work from there.

 

Do you accept returns or exchanges?

Your satisfaction matters to us, so we are committed to handling each and every order with great care. While we put in extra effort to make sure your package arrives safe and sound, accidents do happen. But don’t worry, we are here to help! If you believe you have received a defective or wrong item, please take a picture of the item and contact us within 3 days of delivery and we will sort it out for you. 

Exchange is not available, but items that are defective or incorrectly sent to you are eligible for a refund.

 

Tracking source for different countries

USA - USPS

UK - Royal Mail

Australia - Australia Post

France - La Poste

Greece - ELTA

India - India Post

Japan - Japan Post

New Zealand - New Zealand Post

Norway - Posten

Denmark - Postnord

Russia - Russia Post

Singapore - Singapore Post

Spain - Correos

Taiwan - Chunghwa Post

United Arab Emirates - Emirates Post

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Expedited shipping - EMS, FedEx 

 

Shipping address

Please make sure the address you entered is current and correct. Orders will be shipped to the address listed on the purchase confirmation. Include your company name if you are using your office address.

 

Un-deliverable orders / Unclaimed packages

Any unclaimed packages and/or lost packages due to incorrect, incomplete, insufficient or outdated address input is at the buyer’s cost. They will be returned to us without prior notice. So please make sure your address is correct.

We do not issue refunds for lost, unclaimed or un-deliverable orders. If returned, we can ship your package again, shipping cost will be the responsibility of the recipient. 

 

Change / cancel order?

Sorry, we are unable to cancel orders once processed. Once your order is finalized, you have agreed to our turnaround time.

 

Wholesale agreement

  1. Prices should be set according to our suggested retail price.
  2. Selling our products on the below platforms are prohibited: Etsy, eBay, Amazon.
  3. Retailers are responsible for any import duties and customs fees that may apply.
  4. All wax seal stamps should be sold with its own packaging.
  5. All sales are final. Please contact us if your items arrived damaged.
  6. We reserve the right to stop selling to retailers that fail to follow the agreement.
  7. Shipments can sometimes be delayed due to unanticipated factors (i.e. custom and weather). We do not hold responsibility, but we promise to try our best to assist you.