Q : Where is the location of your store?
A : Grimace Studio is in Bandung, West Java, Indonesia.
Q : Do you ship worldwide?
A : We will ship anywhere in the world. International shipping rates have been steep for the past couple of years, but if you’re willing to pay them, we’ll get an order to you.
Q : Why hasn't my package arrived?
A : We usually ship orders within 1-4 days after your payment has been confirmed, and give you the tracking number afterward. Please wait 14 working days after your payment while checking the tracking number from your local post sites. If until 14 working days your package still haven’t arrived, and there’s no update on the local post sites, do not hesitate to contact us through Instagram DM or email.
Q : I ordered the wrong size/colors, can I request an exchange?
A : All sales are final! Please make sure to double check your sizing/colors when placing an order. Once an order has been shipped no returns or sizing/colors exchanges will be accepted. Please review it carefully before you place an order.
Q : Why I haven’t got my tracking number for my order?
A : You will get an email with your tracking information when your shipping label is printed. Please kindly wait 1-4 business days after the payment for your order to be shipped. If the delay takes longer than 4 days, we will contact you via email to let you know about the issue.
Q: How long is the pre-order item?
A: Pre-orders typically take around 5-6 weeks: 4 weeks for production and the remaining time for preparing shipment.
Q :How is shipping handled for orders that combine ready-stock and pre-order items?
A : Orders containing both ready-stock and pre-order items will be shipped together once the pre-order items are ready.
Q : Can I place an order without going through Big Cartel?
A : Yes, you can place an order outside the website. You can manually order through @grimace_studio Instagram direct message (DM).
Q : Why are the value-added tax and shipping taxes to my country so expensive?
A : We comply with Big Cartel's regulations and automatic tax rates. All taxes on goods and fees are paid to our partners (Big Cartel and PayPal). If you wish to avoid this, you can place a manual order through @grimace_studio Instagram DM with the payment option using PayPal 'Friends & Family'.