Store FAQ

• Why are your shipping fees so high?

  The fees you are charged are just estimates. I tend to undercharge if I try to be more accurate. If I undercharge on shipping, I suck it up and eat the error. If I overcharge, I will refund you your excess shipping fees of $1 or higher. If it is under $1 I generally do not refund that. I put the small change towards shipping materials and gas.

• How long have you been customizing ponies?

  I started customizing ponies in 2005, but I stopped for a while, and lost most of my pictures. What little I still have can be found on my Deviant Art account at http://seraph-lena.deviantart.com/

• How long will it take for you to make my commission?

  A commission can take anywhere from three days, to two months to complete depending on the amount of work involved. Please contact me with your design and I will give you both a time and a price estimate.

• How long will it take to receive my order?

  I ship items out on Wednesdays, Thursdays, and Fridays only. Once shipped most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. International shipping delivery times may vary between 2 and 12 weeks.

• What are the price ranges for your customs and commissions?

  Check out my handy commission price sheet on my Tumblr! The prices there apply pretty well to all of my customs in general. There is too much info to list here. http://custompony.tumblr.com/Commissions

• Where does this store ship from?

  North Little Rock, Arkansas. 72116 USA

• Do you accept orders placed outside of the US?

  I sure do! I ship most of my items first class unless requested otherwise. Due to the variation in shipping prices, the shipping fees on this shop are set a little high. I will only charge you actual shipping, plus a very small handling fee to cover the cost of packaging. Anything in excess will be refunded. For international shippers wanting a customized or commissioned pony, I do require your item to be shipped with insurance, and this will cost upwards of $30, unfortunately. Please feel free to contact me for a quote. SeraphLena@yahoo.com

• What is this store's return and exchange policy?

  There are no returns or exchanges on commissioned or customized ponies. Retainer fees for commissions are nonrefundable. You have 7 days from the date of completion of your custom to pay in full, or it will be assumed that you have abandoned your custom. The custom may be auctioned off to regain lost funds. Blind Bag ponies may be returned unopened in original condition only. All other items may be returned at the buyers expense for a full refund or an exchange You have 7 days from the date of your purchase to request a refund or an exchange.