Frequently Asked Questions
Shipping & Delivery
Q: How long does shipping take?
A: Orders are processed within 2-5 business days, then shipping times are:
- United States: 5-7 business days
- Canada: 7-12 business days
- Australia & Everywhere Else: 10-30 business days
Q: Do you provide tracking information?
A: Yes! All orders include tracking. You'll receive a confirmation email with tracking details once your order ships.
Q: What if my package is lost?
A: Contact us at rakelmacc@gmail.com or contact the carrier directly using your tracking details.
Q: Can items ship separately?
A: Yes, items may ship from different production facilities. You'll receive tracking for each package.
Q: Do you print locally to me?
A: Where possible, yes. We route orders to the print partner and carrier closest to the delivery address to shorten transit and help reduce transport-related emissions. (The exact facility can vary by product and availability.)
Q: Why might my order ship from a different location than last time?
A: To minimise distance and speed up delivery, we choose the most suitable facility at the time of your order, based on product availability and your location.
Returns & Exchanges
Q: Can I return or exchange my order?
A: Since all items are custom-made just for you, we don't accept returns for change of mind, size, or color preferences.
Q: What if my item arrives damaged or defective?
A: We'll make it right! Contact us within 30 days with clear photos of the issue, and we'll arrange a replacement or refund through our print provider.
Custom Products
Q: How are your products made?
A: All RakelMacc items are custom print-on-demand products, created specifically for each order through our trusted printing partners. We believe this is a more environmentally friendly way to shop, as products are not mass-produced and only exist when someone wishes them to exist, reducing waste and overproduction.
Q: Can I cancel my order?
A: Orders are final once placed and payment is processed, as production begins immediately.
Q: What if I made a mistake with my personalization?
A: Please double-check all details before ordering. We can't accept returns for buyer errors in personalized items.
Payment & Pricing
Q: What payment methods do you accept?
A: We accept the following secure payment methods:
- 💳 Credit & Debit Cards: Visa, Mastercard, American Express, Discover
- 📱 Digital Wallets: Shopify Pay, Apple Pay, Google Pay
- 🏦 Other Methods: PayPal and other options shown at checkout
All payments are processed securely through Shopify's encrypted payment system.
Q: Are there additional fees for international orders?
A: For orders outside the United States, additional customs or duties fees may apply and are the customer's responsibility.
Still Have Questions?
We're here to help! Contact us and we'll get back to you as soon as possible.