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?

Due to the frequent flight cancellations and different safety measures taken by all countries, international postal services may experience some delays while they recover from this pandemic. We will do our best to ship your order as soon as possible, but please expect delays for shipments outside of the United States. US domestic shipments remain unaffected.

Please contact us for more shipping options before checkout. 

 

Pricing

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

 

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 product. Any recreation basing 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 for discussion under certain terms and conditions. Please contact us before placing your order to discuss the details.

 

Do you offer custom wax seal stamp?

Yes, we do. However, since our Macau office handles all our wax seal stamp production and we currently have some wholesale orders queued up, we will start accepting custom orders again late February 2021. 

If you are not in a rush, you can send us your design to our email hello@misterrobinson.co and we can start on the design first.

 

Do you accept return or exchange?

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.

 

Which carrier do you ship with?

Our Los Angeles office ships with USPS First Class Mail while our Macau office ships with Macau Post (Correios de Macau) Registered 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. 

 

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

Shipment from our Los Angeles office

Within the United States:
Around 3~5 business days

International countries:
Around 2~3 weeks

Shipment from our Macau office

Within 1 week:
Hong Kong, Taiwan

Around 2 weeks:
Japan (EMS), Korea, Philippines, Singapore, United States (EMS), United Kingdom

Around 2~3 weeks:
The Netherlands, Austria, Croatia, Denmark, Norway, Germany, France, Switzerland, Portugal

Around 3~4 weeks:
Australia

Over 4 weeks:
Canada (EMS, please see below section for further details), Italy, Spain

*Standard and EMS shipping services to the below countries are temporarily suspended due to flight cancellations:

Greece, Israel, New Zealand, Russia, United Arab Emirates

*Inquire about our expedited shipping options if you are interested.

*Please note that the above time frame are 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. 

 

USA customers (if your order is shipped from our Macau office)

USPS may require recipient’s signature for international registered mails. If you haven’t received your package 2 weeks after it has been shipped, it is most likely being held at your local USPS office awaiting to be picked up. Simply show them your ID and tracking number to claim the package.

If any packages remain unclaimed for over 2 weeks after USPS's delivery attempt, they will be returned to us without notifying the recipient. If returned, we can ship your package again, shipping cost will be the responsibility of the recipient. 

 

Canada customers (if your order is shipped from our Macau office)

Starting May 2017, standard shipping to Canada will take an approximate of 4 weeks time. Your package will first be shipped to our Los Angeles office, they will then ship the package to you via USPS First class mail. If you need your item(s) sooner, FedEx's 3 business days service is available upon request. 

 

Does my package has a tracking number?

Shipments are bound with their own tracking numbers. You will be notified of a tracking number once your order is shipped.

Due to the rapidly growing eCommerce business, registered international mail is no longer a traceable service for some countries. Thus it is best to visit/call your local post office and provide them with the tracking number given for the most undated information.

USA - please visit your local USPS office (the branch that delivers your daily mail)

UK - Royal Mail

Australia - please visit your local Australia Post office (the branch that delivers your daily mail)

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

-

Expedited shipping - EMSFedEx 

 

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

If your address is not found within the post office's mailing system, they WILL NOT inform you before shipping it back to us. So PLEASE make sure your address is correct.

Any lost packages due to incorrect, incomplete, insufficient or outdated address input is at the buyer’s cost. We do not issue refunds for lost, unclaimed or un-deliverable orders.

 

Change / cancel order?

Sorry, we are unable to cancel orders once processed. By clicking PLACE AN ORDER, 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.