Frequently Asked Questions
SHIPPING + DELIVERY
When will my order ship?
I typically send out orders on Mondays and Fridays each week. Though delays are normal when I experience a high volume of orders - after new product drops, or during the holidays.
I made an error when typing my address! Can you correct it?
Thank you for noticing! If you see any discrepancies with your order, let me know right away.
I ordered stickers, patches, or magnets, - will you provide me with a tracking number?
All three of these products do not come with a tracking number. I apologize for any inconvenience this may cause. This is to keep your shipping costs at a minimum.
I am in town/ live in the Bow Valley - can I come pick up my order in person?
Yes, you can! If you live in: Canmore, Banff, Harvie Heights, Deadman’s Flats, or Exshaw you can click on "Pick up locally" at check-out. To allocate free shipping, you can use the promo code BUYLOCAL. ***
I need my item(s) ASAP - can they be rushed?
I do not offer rush shipping. I am based out of Canmore, AB and shipping is very expensive. Rush shipping costs upwards of $40 for even small products, which is too steep a price to make any sense.
When will ___*item*___ be back in stock?
Limited Edition Products will be out of stock indefinitely. Stickers can be expected to be back in stock - 3 to 6 weeks, patches - 1 to 2 months, magnets - 2 to 4 weeks.
Can I add something to my order?
Once your order is placed, I cannot make changes to it. I can cancel your order and you can place it again, but I cannot guarantee that your original items will be in stock. The best thing is to place another order if possible. If I have not received a shipping confirmation email, I can ship your orders together upon request and refund you some of the shipping.
RETURNS AND EXCHANGES
I received my item(s), may I exchange it/them for something different?
I cannot offer exchanges, unless the wrong item was shipped to you. If this does happen, please let me know. I will either send you a prepaid return label OR I'll send your correct order, with free shipping.
Can I return my item if I don't like it?
I strongly hope you will like it! I do not offer returns as items are made with lots of love and I am a self-run business. I work very hard to create functional art items that you will both have use for and enjoy! I am simply not amazon.com - and don’t want to be ;)
My item arrived damaged- will you ship me a new one?
In order to provide you with a new product, you must ship the old one back to me. You will pay return shipping. Balance Explore is not responsible for lost or stolen items, but if the item arrives damaged, please contact me and we'll collaborate on a solution.
What changes should I expect because of COVID?
All orders have been experiencing various delays. Shipping can still be slower than it was pre Covid. Thanks for your understanding!
WHAT ARE YOU DOING TO MAKE YOUR BUSINESS ECO-FRIENDLY?
1% for the Planet
I donate 1% of sales to this partner which gives back to environmental nonprofits to create a healthier planet.
I have tried wherever possible to use up-cycled packaging including cutting out paper hearts for the handwritten notes I send with each order, and using envelopes that would otherwise have been thrown out. All paper products are printed on recycled paper. All plastic sleeves used to keep rain and snow off products are also made of recycled plastic. Coming soon I will have compostable packaging and paper tape! Stay tuned!
Do you ship internationally?
Yes! I ship to just about the whole world. Additional charges, such as import fees, may be required to pick up your package from your local post office. I have shipping options for: Canada, United States, Europe, Australia, and General International. You should be able to click on your corresponding destination at check out.
Once your order has shipped, it is your responsibility to pay import taxes and fees. These are specific to the country you live in. Please review these by google search before you order.
Because of COVID, international orders are taking a very long time to arrive. I apologize for any inconvenience. Thanks for your understanding <3
I emailed you - why have I not heard back yet?
Due to a high volume of orders and the fact that Balance Explore is run solely by me, Robyn, I will do my best to get back to you in a timely manner. If you haven't heard back from me within a few weeks, please do follow up. Sometimes emails end up in my spam folder as well, so please forgive me if you don’t hear back. Thank you!
Do you do commissions?
Yes, I do! If you are interested in a commission piece, please shoot me an email outlining what you are looking for, your timeline, and budget. I only do a handful of commission pieces per year and there is a wait list. I would love to hear from you regardless and turn your art dream into a reality!