FAQ + Terms of Service
IMPORTANT: Due to COVID-19 there will be delays in processing and shipping orders. We will only ship out orders once a week. Additionally, processing orders start after our shop closes. For example, if our restock is from March 27 to March 29, we will not process any orders until March 29, end of the day. If you are ordering anything outside from restock (IE: SALE SECTION) please note that it may take 7-10 business days before we have enough orders to make a trip to the post office.
We are NOT RESPONSIBLE for lost packages after we drop the item off at the post office. However, we can attempt to locate your package if it becomes lost. If you have any questions or concerns please email us at ARSENICxCYANIDE@gmail.com. Thank you so much for your patience and understanding. I hope everyone is staying safe! Updated on March 26, 2020.
[Table of Contents]
General ▾ Warranty ▾ Purchases ▾ Shipping ▾ Exchanges & Returns
[GENERAL]
▼ Do you accept influencer/event sponsorships or collaborations?
Currently, we are not looking to work with social media influencers. However, we do collaborate with artists and events to create unique products. If you are looking to work on a merchandise collaboration, please check out our [Collab Portfolio] section. If our work matches your vision and ideals, please contact us through email at arsenicxcyanide@gmail.com with your proposal!
▼ Do you take bulk orders (for an event, convention, wholesale, etc)?
Yes, we do! You can check our [Collab Portfolio] section for examples. Please email us at arsenicxcyanide@gmail.com for business inquires.
▼ Can you make hats of _____ series?
Thank you for your suggestion, we will consider the series, however, it will be unlikely if the owner does not have personal interest in it. If it is something that we will not make, please consider making a custom request!
▼ This item, ______, is sold out. Will it be restocked?
It depends what it is. If it was a limited item, once it is sold out we will not restock. Our other collections will be restocked until we announce that they will be retiring in our abyss.
▼This item, ______, was a variant. Can I ask for a custom order?
No, sorry. If it is a variant, retired, or a special edition hat we will not accept custom replication requests. Check out our [Custom Request] section for more information about custom orders.
▼ How often do you restock?
Our restock schedule depends on how busy we are with conventions or collab work. Additionally, all of our hats are handmade; it does take some time to restock. We will always update our social media a couple weeks prior to our restock.
▼ When do you release new products?
Unfortunately, there is no set schedule for upcoming products and new releases. We suggest that you follow our social media or [News] section for up to date news!
▼ Do you sell the letters or hardware separately?
No, we do not.
[WARRANTY]
▼ My letter on my hat broke, what should I do?
Please email us at arsenicxcyanide@gmail.com with a photo of the damage letter(s). We do free repairs at conventions or we can mail you the spare parts for a small fee.
Note: Requests to have your hat repaired at conventions must be made 1 or more weeks prior to the convention. If requests are not made in this time frame, we may not have the appropriate pieces prepared to fix your hat.
▼ I lost a screw, what should I do?
Please email us at arsenicxcyanide@gmail.com with a photo of the missing hardware piece(s). We do free repairs at conventions or we can mail you the spare parts for a small fee.
Note: Requests to have your hat repaired at conventions must be made 1 or more weeks prior to the convention. If requests are not made in this time frame, we may not have the appropriate pieces prepared to fix your hat.
▼ How to clean hats
I would recommend the following steps:
▾ Take out all the letters and hardware
▾ Hand wash the hats using a damp towel; mild soap is optional
▾ Air dry, then reattach the letters and hardware
Note: Our hats are absolutely NOT machine washable.
▼ How to wash apparel
They are machine washable; cold wash and tumble on the lowest heat setting or hang dry. Apparel are pre-shrunk but high heat dry setting may damage the print. We are not responsible for any damages made by washing or drying the garment.
▼ What happens if there is a fabric tear or damage on the hat base.
We are not responsible for damages or wear and tear on the hat bases. Our warranty only covers hardware and the acrylic letters on the hat.
[PURCHASES]
▼I saw _____ at ________ convention but I do not see it online, why is that?
Not everything shown at conventions are shown online. Many of our pieces are convention exclusive.
▼ Can I make a purchase outside of conventions or your online shop?
There are very few instances that we would accept a purchase outside of our shop or at convention. However, if you are interested in wholesale, bulk order, or collaboration pieces please email us at arsenicxcyanide@gmail.com.
▼ I need to cancel or modify my order
We accept cancellation on any non-sale or non-custom items before it is shipped. However, orders cannot be cancelled or modified if they were marked as on sale or custom. Please email us at arsenicxcyanide@gmail.com if you need to cancel or modify your order.
▼ I need to change my shipping address
Please email us as soon as possible at arsenicxcyanide@gmail.com with your name, order number, and correct address.
Note: We are not responsible if the customer inputs an invalid address. If the package is send back to us due to an address error, we will not reship it unless the customer pays the shipping fees again. No Exceptions.
[SHIPPING]
▼ Where do you ship from and what company do you use?
We are located in Fountain Valley, California. We ship through USPS.
▼ Do you ship internationally?
Yes, we do! Shipping costs will vary depend on your location.
Note: We are not responsible for customs fees as it is out of our control and costs will depend on the country. It is the customer's responsibility to pay the custom fees.
▼ How do I track my order?
Once shipped, a tracking number will be emailed to you.
▼ Lost or Damaged items?
We are not responsible for any lost packages or merchandise due to post office errors. If you have any questions please feel free to email us at arsenicxcyanide@gmail.com.
▼ Returned Packages?
If a package is send back to us due to an address error or otherwise, we will not reship it unless the customer pays the shipping fees again. There are no exceptions.
[EXCHANGES & RETURNS]
▼ How do I cancel my orders?
Please email us at arsenicxcyanide@gmail.com if you wish to cancel an order that has not been shipped and is not a custom order. Orders that have been shipped or is a custom order cannot be canceled.
▼ Returns or exchanges?
Only regular priced items may be refunded, unfortunately sale, clearance, and Holiday/Special event items cannot be refunded. Apparel that has been worn or washed will not qualify for returns or exchanges.
Returns, exchanges or refunds will only be accepted for defective or damaged merchandise, exceptions may apply. ANY RETURNS OR EXCHANGES must be shipped to us within 5 business days of receiving our package.
▼ Final sale pieces
Only regular priced items may be refunded, returned, or exchanged, unfortunately sale, clearance, apparel that has been worn or washed, and Holiday/Special event items cannot be refunded, returned or exchanged.