FAQs

When will I get my order?

Delivery time = Fulfillment time + Shipping time

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

● USA: 3–4 business days

● Canada: 2–10 business days

 

We are currently shipping to U.S. and Canada only

 

Covid-19: Update on Order Shipping Times

Our fulfillment times [for all products/t-shirts/phone cases/etc.] may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.

 

Where will my order ship from?

We work with an on-demand order fulfillment company called Printful - which means the product is printed, packed and shipped only when an order comes in.

 

Do all items in orders always ship together?

There are some products that we'll ship separately due to packaging differences.

These products are: mugs, framed posters, posters, canvas, stickers, jewelry, bean bags, backpacks, pillows with stuffing, snapback hats.

 

If I choose a faster shipping rate, will you fulfill my order faster too?

All orders shipping with the Overnight delivery method for US domestic orders will automatically be marked as priority in our system and bumped up in the fulfilment queue.

 

I entered the wrong address when placing my order, what now? 

We strongly recommend you to double-check the address you put during your checkout. However, if you provide a wrong address or an address that is considered insufficient by the courier, the shipment will be returned to our facility. Send us an email as soon as possible at support@sonystudio.ca including your order number and the correct address and we'll check if can we sort this out for you. 

 

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control, and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

 

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address

● Ask your local post office if they have your package

● Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at support@sonystudio.ca with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

 

How are your products made?

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

 

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at support@sonystudio.ca.

 

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at support@sonystudio.ca within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

 

Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at support@sonystudio.ca with photos of wrong/damaged items and we’ll sort that out for you. 

 

Can I exchange an item for a different size/color?

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at support@sonystudio.ca within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll see how we can sort it out for you.