FAQ

What country are you shipping from?
Krels Creations is based in Canada.

What currency is your website in?
The shop charges in Canadian dollars (CAD).

Can I use more than one coupon code?
Sorry, no. Only one coupon code can be used at a time.
Coupons apply before fees and taxes.

Can I cancel my order?
You may cancel your order within 24 hours. Please email us at krelscreations@gmail.com as soon as possible.

Do you offer local pick-up?
Unfortunately, no. For security reasons, we do not offer local pick-up.

Can I combine my orders?
Yes, we can combine your orders as long as your initial order hasn’t been packed or fulfilled.
If combining orders results in a lower shipping cost, we will refund the difference.
Please email us as soon as possible with your order number at krelscreations@gmail.com.

Why isn’t the shipping cost the same for every item?
Stickers and other flat paper items are shipped via "lettermail."
Bulkier items such as washi tapes, albums, etc., must be shipped as "parcels." Parcels cost more to ship as they are considered large items.

How long does it take to receive my order?
Estimated delivery times after your order is marked as fulfilled:

  • ✉︎ Canada: 1 to 20 business days

  • ✉︎ USA (untracked, lettermail): 10 to 30 business days

  • ✉︎ USA (tracked): 7 to 15 business days

  • ✉︎ International: Up to 10 weeks (business days)

  • ✉︎ International bulk/heavy items (small air packet): 10 to 30 business days

Customs, Duties, and Import Fees
Please be advised that all customs duties, taxes, and import fees are the sole responsibility of the buyer. These charges are not included in the item price or shipping cost and must be paid upon receipt, as required by your country’s regulations.
We are not liable for any delays caused by customs processing. Once a package is handed over to the courier, we have no access to additional tracking information beyond what is available to the buyer.

Is there a tracking number?
Lettermail and small air packet shipping do not include tracking.

If you choose untracked shipping, a tracking number will not be provided, and we won’t have any further information once the package has been shipped or handed to the post office.

By purchasing untracked shipping, you acknowledge that we are not responsible for lost orders without a tracking number.

Tracked shipping is available at checkout. If you choose tracked shipping, your tracking number will be emailed to you, or you may log into your account to track your order.

My tracking number shows an error.
Please allow 1–2 business days for the tracking system to update.

My order hasn’t arrived after the estimated delivery time. What now?
If your order hasn’t arrived within the estimated timeframe (30 business days), please wait one additional week to allow time for undeliverable packages to be returned to us.

Check with neighbors, your community mailbox, concierge, or building superintendent, as the package may have been misdelivered.

Delays are possible due to holidays or unforeseen events. We appreciate your patience and understanding.

I entered the wrong address. What now?
If your order has already shipped with an incorrect address, we are unable to modify or track it.
If the package is returned to us, we will contact you to arrange reshipment. The customer is responsible for the new shipping cost.
Please double-check your address before placing your order to avoid any issues.