FAQ
General Questions
Where can I find a full list of ALL the pins produced by Poofy Pins?
You can find the full list of pins on our Trello board!
https://trello.com/b/z13tH9GP/poofy-pins
I've ordered a custom pin before and need more, do I need to wait for a commission opening?
Nope! Just contact us at poofypins@gmail.com and we can put in a new order for you ASAP!
Can I sell the pins I commission?
Absolutely! Besides trading, our customers generally sell their pins between $12 and 16!
Who is the artist?
All of the pins and merchandise at Poofy Pins is designed by Cinnamon Crêpe Pup! And all of our illustration work is done by his husbun, Jarhyn!
Do you make/produce all the merch you sell?
We get all of our merchandise manufactured for us through Alibaba, which gets sent to us from there.
Shipping, Returns & Exchanges
How long do orders take to ship out?
We generally ship orders out 3-5 business days after the order has been placed.
How much is international shipping?
International shipping is $16 for most order sizes. Puzzles and similar sized items are $28 for international shipping.
How much is US Shipping?
US shipping is free orders over $50, if your order is below $50 the shipping cost will be $5.
The pin I received is defective, what can be done?
We will replace pins that have the following defects:
• Big areas of enamel missing
• Noticeable smudges of enamel or discolored areas that don't follow the original design.
• Scratched or missing plating
• Pin posts that have fallen off (If any are bent, this is easily fixed by gently using pliers!).
Please contact us at poofypins@gmail.com and include a photo of the pin in question. If any are in stock, we will be able replace it for you. If we no longer have any, we can provide you with a shop credit for a new pin.
Please note that we will only replace products reported within a week of delivery, and we do not replace products the customer damaged on their own.
The tracking for my package says it was delivered, but I didn't receive it. Can you send a replacement?
We're sorry this happened to you! First, we recommend that you contact your local Post Office and inquire about the delivery by providing them with the tracking number. If that doesn't help, you can try the steps listed here: https://www.usps.com/help/missing-mail.htm
If USPS has lost your package, we can replace your package as long as you provide us with a written statement from USPS stating they lost your package so that we may file for the insurance.
If you think your package was stolen, we can replace your package as long as you provide us with a police report filed regarding the theft, so we can submit that to our insurance for reimbursement.
We can only replace packages marked as "Delivered" with one of those two documents provided.
My order has been in "transit" for a long time, can you help?
If you're from the US, we recommend contacting your local Post Office to see if they can locate the package. You can also follow these steps: https://www.usps.com/help/missing-mail.htm
If USPS has lost your package, we can replace it for you if you provide us with a written statement from USPS stating they have lost your package.
Custom Pin Ordering
Can I order just one pin?
The minimum quantity for orders is 50 pins for custom designs, we cannot produce anything lower.
What is the turnaround time for custom pin commissions?
Our custom pin orders generally take 3-4 months to finish from the time your order to completion.
Can I provide the art for a custom pin?
For our custom pin commissions we want to maintain a particular style for our pins, so we do not accept art made by another artist.
However, we do produce merch for other companies and conventions. If you are looking to get pins made for your company or event, please contact us! We'd be happy to hear from you!
Do I need reference art when commissioning a custom pin?
While we prefer that you have a visual reference or two of your character, we can work off of descriptions if needed!
What types of payment do you accept?
We accept payment through PayPal and Stripe. We will send you an invoice if your order is accepted. PayPal and Stripe both allow you to safely and easily use a credit or debit card for your transaction.
How often are custom pin commissions opened?
Spots for our custom pins generally open 2-3 times a year. You can be informed of spots opening by joining our newsletter down below!
What size are the custom pins?
By default pins are 1.5in/38.10mm at their widest point, but you can also purchase a size upgrade (1.75in/44.45mm or 2in/50.80mm) for your pin!
What rights do I have to the artwork if I commission a custom pin?
You will have full rights to personal, non-commercial use of the artwork. This means that you may use the artwork PFPs on socials. You may also get it printed on things you intend for personal use, friends/family, or if you intend to give out for free. Generally, if you're not selling whatever it is, it's okay.
You will have limited commercial use rights to the artwork. You may use the artwork to advertise the enamel pins we provide to you. You do not have the right to use the artwork to create new enamel pin molds with a different manufacturer; all reorders must go through Poofy Pins. You may not use the artwork to create additional products for sale without our written permission. To inquire on commercial use licensing, please contact us at poofypins@gmail.com.