Shipping policy
Shipping Destinations
We ship worldwide with the following exceptions:
- We do not ship to Russia and North Korea
Officially Licensed collection pieces of 'Madoka' & 'FMAB' Items will only ship to the following destinations at this time:
- USA, Canada, Central America, South America, UK, Ireland, New Zealand, Australia, South Africa
Persona pieces will ship worldwide with the following exceptions:
- Japan and Belarus, Crimea and occupied regions of Ukraine, Cuba, Iran, North Korea, Russia, Sudan, Syria, Xinjiang Province of China, and any other restricted countries or regions imposed from the Office of Foreign Assets Control,
Please note that international shipments may take longer to arrive than domestic & USA shipments
Carriers + Tracking Info
All orders ship from our headquarters in Toronto, Canada. Orders to Canada may be shipped via Canada Post, Intelcom, Purolator, Whiz, FleetOptics, Uniuni, or other local carriers at our discretion. Orders to the U.S. will be shipped via USPS. International orders may be shipped via USPS World Priority, UPS, APC, PostNL, or other carriers at our discretion.
Once your order has shipped, you will receive a confirmation email with tracking information so you can follow your package every step of the way.
Processing + Delivery Times
Once confirmed, orders for in-stock items are processed within 3-5 business days and shipped Monday through Friday. You will receive a shipping confirmation email once your order ships. Delivery times to Canada typically range between 2 to 10 days, while delivery times to the U.S. typically range between 4 to 12 days or longer, depending on customs delays. International delivery times vary depending on local carriers and potential customs delays.
United Kingdom
We are accepting orders to the United Kingdom. Customers can order a cart over $150 USD. These orders over $150 USD will be charged VAT later by the carrier. These VAT/duties/taxes/customs will be covered by the customer upon receiving their order. Bisoulovely is not responsible for any VAT/duties/taxes/custom charges which may incur.
Europe
Bisoulovely is not responsible for any VAT, duties, taxes, or customs fees. All such charges are the responsibility of the customer and must be paid upon delivery.
Shipping Fees, Duties + Taxes
A flat-rate shipping fee, based on your order destination, will be added to your subtotal at checkout. All customers outside of Canada are responsible for any taxes and/or customs fees that may be assessed by their government. Our shipping fees are approx. as follows:
- Canada: $7.99 USD
- United States: $9.99 USD
- South America: $17.49 USD
- United Kingdom: $15.89 USD
- Europe: $15.49 USD
- $19.99 USD
- : $23.00 USD
- $25.00 USD
- Rest of the World: $33.00 USD
Shipping Insurance
Customers may opt into shipping protection at checkout for a fee based on a small percentage of their cart total. This service insures your shipment against damage and loss. You can choose to opt out of this service by removing the protection item from your cart; however, please keep in mind that Bisoulovely is not responsible for any orders that are damaged, lost, or stolen in transit.
Shipping Pre-Order/Made-To-Order items
Orders containing both in-stock and pre-order or made-to-order items will ship together once the pre-order items are ready. Because pre-orders are made-to-order, cancellations or changes must be requested within 3 weeks of placing your order. If you are unsatisfied for any reason with your pre-order, please see our return policy here.
Return To Sender (RTS)
If an order is returned to sender due to an incorrect address, the package not being claimed, or any other RTS reason, Bisoulovely reserves the right to charge a re-shipment fee. If you wish to receive a refund instead, we are happy to refund the cost of the item(s). However, please note that the shipping fee or duties/taxes/customs are non-refundable.
Cancelling an Order
If you need to cancel your order, please contact us at support@bisoulovely.com as soon as possible. We will do our best to cancel the order before it ships out, however we cannot guarantee it will be cancelled in time.
Additional Information
Once an order is placed, you will receive an order confirmation email containing your order details and shipping address. Please review both emails to ensure that all the information provided during checkout is accurate. If you come across any errors, please email our support team at support@bisoulovely.com so that we may make the necessary corrections. Please note that we can only make corrections prior to shipment. Orders will be subjected to a re-shipment fee if an error in the shipping details is identified after the shipment has been sent out. Shipping addresses that are incorrect or unreachable may cause delays or additional shipping fees which the customer will bear full responsibility. The customer will be contacted via email should any additional adjustments need to be made to your shipping address before we can ship your order.
To ensure that our emails are delivered directly to your inbox, please add our email address (support@bisoulovely.com) to your email contact list. This will help prevent our emails from being mistakenly filtered into your junk or spam folder.