Order Information - Customer FAQS + Policies
CUSTOMER FAQs
If you have a question about your order please email us help@saintjavelin.com and please include your order number and a photo if necessary.
We will try to return your email within 1-3 business days.
Are We Real?
Yes. We are a team of volunteers, fundraisers & Ukrainians living in Ukraine and abroad working together to fundraise for Ukrainian initiatives and organizations like Unite with Ukraine, Ukrainian World Congress, Help us Help, United 24, etc to support their work for humanitarian, first responder, medical aid and front line defender support. You can read more here.
As of Winter 2022 / 2023 we’ve donated over $2 million - $500,000 to Help us Help, $500,000 to Unite with Ukraine (Ukrainian World Congress) as well as other humanitarian, front line defenders and various Ukrainian volunteer groups.
We donate to help purchase drones, medical vehicles, medical equipment, support military and frontline defender families and more.
How Does This Work?
Saint Javelin works with fulfillment manufacturers and partners around the world to create custom real time merchandise made for you. The items are made based on your specifications in real time customized for you.
We also have a limited lineup of Made in Ukraine products. More is coming so keep an eye out to support high quality premium made products Made in Ukraine.
Estimated Delivery Times
When will I get my order? 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 / Canada: 3–5 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days
Can I Make Changes To My Order?
We can’t add, remove or change products once your order has been placed.
Once our fulfillment partners begin creating your item we can not make any changes or alternations.
Why?
To ensure we maximize our fundraising efforts we make your order on demand based on your exact specified order. This way we reduce waste (aka excess inventory), less up front costs + storage fees and only pay for what you'd like.
Can I Return My Order For a Different Size?
Unfortunately we don't have inventory. We make your item in real time as close to you as we can. Your order is customized and made specifically for you.
I Screwed Up My Address!
Please contact us ASAP to minimize delivery and shipping issues. Even better please use this subject line “CHANGE ADDRESS PRONTO”
Wrong Address - Reshipment Policy
If your address is invalid, incorrectly inputted or was unclaimed in post office, we can reship the order after the shipping fee is paid for again.
My Order Was Lost - Help!
We rely on a network of postal partners to help get your orders to you. Sometimes packages get lost or stuck at the border / delivery centre waiting for customs or taxes. If your order has not moved in 7+ business days please contact us - help@saintjavelin.com .
If your order has been lost or unclaimed for more then 30 days, we can not reship your order out.
Refunds, Exchanges + Returns
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at help@saintjavelin.com with photos of wrong/damaged items and we’ll sort that out for you.
If your order was returned to our fulfillment centre and was unclaimed for 30 days, we can not issue a refund or reship the order to you.
Issues With Your Order - Missing / Damaged / Wrong Items
First of all we are so sorry for the inconvenience. Mistakes happen but this sucks. Please contact us with a photo + your order number within 2 weeks to resolve this problem: help@saintjavelin.com
We’ll get back to you with a resolution as soon as possible!
Got a Delivery Notification but No Delivery of Items
At times the delivery systems get excited and notify you before the delivery occurs. If you received a notice ahead of your delivery please wait 24-48 hrs before contacting us. Let us know if it hasn't yet arrived.
If it's been more than 2 days and your order has not arrived please contact us as it might be at your local post office or unclaimed. After 30 days your order will be returned to the fulfillment centre and destroyed.
Product Sizing
Please expect up to 2 inches variability in product sizing.
Due to the nature of some of our unique designs, when printed as a sticker some designs might be variable in size.
Sticker Sizes: 3", 4", 5.5"
Customs + Duties
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.
Why Did I Get A Customs Bill? Plus VAT
Some of our items are fulfilled in your local region (USA, Canada, Latvia, UK, Japan, Australia, Spain etc) but at times our products are fulfilled outside of your region. This is dependant on your size and colour choice and availability of the items you've chosen.
Some sizes or colours might not be available to be fulfilled locally. More details located on the product pages.
For Canada Customers: on items fulfilled in the USA (youth products, flags, ¾ raglan shirts, tote bags & other accessories) and on orders typically above $150 you might receive a customs duties tax collected by the Federal Government (this is above and beyond the standard HST). If you do not pay this your item will be returned to sender and a separate shipping fee will apply.
If your item can not be fulfilled locally to your region, your order will be fulfilled and then shipped to your address. Depending on your local regulations duties might apply as payable later.
We are fundraising for Ukraine, and customers are responsible to pay for their own customs duty taxes.