Please note USPS is experiencing significant delays.

FAQ

Click on the + to expand each question for a comprehensive answers to common questions.

Orders

What are your shipping rates and delivery times?

All orders are shipped from Ontario Canada via United States Postal Service  //  www.usps.com - 1 (800) 275-8777 

CART TOTAL  –  S&H PRICE  –  DAYS OUT FOR DELIVERYUNITED STATES   Standard Mail Shipping

$00.00–$49.99  —  $10  USPS First Class Package  (3-5 Business Days)
$50.00 and over  —  *FREE Shipping* — USPS First Class Mail  (3-5 Business Days) 

CANADA   Standard Mail Shipping

$00.00–$49.99  —  $10.00  USPS First Class Package  (9-21 Business Days)
$50.00+ —  *FREE Shipping*  USPS First Class Mail  (9-21 Business Days)

INTERNATIONAL   Standard Mail Shipping
$00.00–$49.99  —  $10.00   USPS First Class Package  (10-30 Business Days)
$50.00+ —  *FREE Shipping*  USPS First Class Package  (10-30 Business Days) 

Please don't email asking for a different shipping cost. All rates are set, final, and we already work to keep them the cheapest we can.• 

Orders come with *FREE* tracking emailed upon shipment. Please allow 24 hrs for proper tracking to start moving.
•Standard First Class mail orders typically take 1–2 business days to be prepared, packaged, and picked up. Most U.S. orders arrive within a week of purchase.
•Please be aware that once an order is with USPS, the package is not in our control—but in the rare chance you have a big issue, tell us.
•Since you're sent a digital receipt, we do not include a printed one in your shipment. (Good for gifts, and yay for less waste!)

International Orders
•Orders shipped outside the U.S. are subject to import taxes payable by the customer at time of delivery. (Nothing to do with us!)
•Upon leaving the U.S. and/or entering your country, your order may be held in customs for up to 1–2 weeks—which is completely normal.
•Your order may take up to 6 weeks to arrive if not sent Priority Mail, but if you believe you've encountered an issue contact us.
•For a list of countries we ship to, please see our second question below.Please note that the information above is a general guideline. 

Nothing is guaranteed, as many factors may not be in our control. We are a very small team (of real human beings!) so if you encounter any issues just contact us. Thank you ahead of time for not treating us like we are a large, hugely-equipped corporation—sincerely!

What countries do you ship to?

We offer shipping to the United States, Canada, and International countries based on which offer electronic Delivery Confirmation via the United States Postal Service, as listed here.

Updated 8/14/2020 those countries are: Australia, Austria, Belgium, Brazil, Chile, Croatia, Cyprus, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Iceland, Indonesia, Israel, Ireland, Italy, Japan, Latvia, Lebanon, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Thailand, Turkey, United Arab Emirates, United Kingdom (Great Britain and Northern Ireland), Vietnam

The areas listed above are the only ones we ship to—no exceptions, sorry! The cost of shipping cannot be adjusted either. We apologize if we currently do not ship to your country, but these are the only ones deemed reliable via United States courier. We also may remove countries that have a bad record for delivering our packages in the past.

If your country is not listed, we suggest looking into a mail forwardsing delivery service.

Please scroll up to read about International shipping costs, delivery times, and import taxes.

Do you offer Express Checkout?

Yup! We offer easy checkout with Shop Pay, Google Pay and Amazon Pay. No need to type in all your details when you're logged into any of your accounts associated with these apps—either on your phone or computer.

How can I get in contact with you? I have a question.

Email Us
Use our Contact Form—we have just one portal for all inquiries which we check often!

Phone Number
Sorry, Activity Awards does not have a phone number. We use email specifically to keep better track of correspondence and order inquiries. This helps us give top customer service! You can also DM us on Instagram if there is something urgent.

Shipping Address
We have a US address and a Canadian address. Contact us for more details.

Frequently Asked Questions
You are here! We constantly updated our FAQ as needed, to address common concerns and inquiries. This helps customers get immediate answers to many issues.

I already placed my order, but I forgot something! Can I add to it?

*Update!* 

Our system has recently added features, so that we can now add (or remove) items to an order—if it hasn't been packed up yet. Please reach out to us ASAP, so your order doesn't get packed up and sent out as is.

It's best just to respond to your Order Confirmation email, so we easily have your order information. When requesting a change please be succinct and clear, for swiftness to get your order out as you wish. We can add items, remove items, or change the size of an item (assuming these are In Stock).

Please note any added items that increase your order cost, will need additional payment completed before sent out. Any items that may be refunded will take 3-5 Business Days for the amount to return to your bank or credit account.

My order is a gift. Can you not include a printed receipt?

Lucky for you, we do not include a physical invoice or receipt when we package up orders. Since we send the person who placed the order a digital emailed receipt, why even waste the paper? Send your gifts without worry that someone knows what you paid! (Most of our items are also not priced out on the back.)

If you wish to include a Gift Note in your package, please follow up with us by replying to your Order Confirmation email. We will happily do so free of charge, but please keep the message short.

Deliveries

My order never arrived and/or wasn't delivered. Where is it?

Before anything—refer to your USPS Tracking Number for current delivery status. There is a link in your Shipment Confirmation email. The Tracking History section on the USPS website shows step-by-step where your package has been, and is currently.

Please note the tracking map on your Order Status page is not always correct! Refer to the USPS Tracking History for exact info.

U.S or INTERNATIONAL ORDER DELIVERED, BUT CAN'T FIND IT

If the tracking on your order says your package was delivered, but it's not in your possession—don't worry just yet!

Our system automatically sends out a delivery confirmation when your local post office scans it as Delivered. However, these tracking details are not always exact to the minute, and it may still be on its way to you.

Here are some tips:

• Look around in case the driver hid the package
•See if someone else accepted the delivery (neighbor, front desk)
•Double check the shipping address
•Look for a notice of attempted delivery

We also suggest waiting 1-2 days to see if your local post office just scanned it incorrectly along the way. It may just show up tomorrow! This oddly happens more often than one would expect...

U.S. ORDER APPEARS STUCK IN TRANSIT or LOST

All orders are shipped via United State Postal Service. If your order appears to not be moving, we recommend reaching out to the USPS customer service line at 1 (800) 275-8777. They will simply ask for the tracking number sent to your email upon shipment, and open a case to search for it. 

You can also submit a request online. Unfortunately, we cannot dedicate time to following up about delayed or misplaced orders once they are transferred over to the postal service—but of course, if your order never arrives please contact us! (It's easiest to respond to one of your Order or Shipment confirmation emails, so we can easily locate relevant information.)

INTERNATIONAL ORDER TAKING A WHILE

All orders are shipped via United States Postal Service, and then transferred to the receiving countries local postal service upon entry. International orders can take up to 6 weeks to be delivered if not sent Priority Mail. Please only reach out to us only after that time period—unless your order appears stuck in the United States before entering customs acceptance. Upon leaving the U.S. and/or entering your country, your order may be held in customs for up to 1–2 weeks—which is completely normal. One can also try entering your tracking number into your local postal service's online tracking system, to see if there are any updates specifically from them.

If you notice from the tracking that the package has reached your country but doesn't appear to be moving, we recommend reaching out to your country's local postal service. They will simply ask for the tracking number sent to your email upon shipment, and open a case to search for your package. Do not reach out to the U.S. postal service. All packages are transferred from the United States Postal Service to the importing country's postal service (your country) upon entry. Any inquiries once a package has passed customs clearance needs to be directed to the receiving country's postal service. Unfortunately, we cannot dedicate time to following up about delayed or misplaced orders once they are transferred over to your postal service—but of course, if your order never arrives please contact us! (It's easiest to respond to one of your Order or Shipment confirmation emails, so we can easily locate relevant information.)

Customs Duty/Import Tax: All International orders are subject to import taxes (VAT)—which are imposed by country to country tax regulations and are common with ordering overseas. These duties are payable by the customer at time of delivery. This tariff has nothing to do with Activity Awards and we do not receive any of this compensation, but we do mention it at cart before checkout to be helpful. Many times orders are on hold to be delivered, until the receiver pays this tax. You should receive a notice from your postal service if you must pay one—respond to their request fast! Otherwise, your order may get returned back to us. Activity Awards is not responsible for a customer not paying their import tax in a timely manner. If a package is not claimed, or a customer rejects it, items can be refunded when received—but not the original shipping charge.

While it is very difficult to gauge what you may be charged in taxes upon import, this Duties & Tax Calculator may be helpful.

ORDER RETURNED TO Activity Awards

If an order is undeliverable and returned back to Activity Awards, we will attempt to contact the original buyer in a timely manner. However, please reach out to us if you believe your order was sent back to us. We cannot issue refunds on the original shipping charge, and the buyer is responsible for additional shipping costs if a reshipment is requested. Our system sends out email updates along the way to try to alleviate delivery issues. An international shipment being returned back to Activity Awards because of unpaid import taxes (custom fees) is not grounds for a full refund.

Please note there is a time limit for rectifying lost orders, which starts on the day the order was shipped out. For U.S. orders it's 30 days, for Canadian orders it's 45 days, and for International orders it's 60 days.Refunds are not issued when proof of delivery is provided via tracking.

If you still have concerns, please contact us.

An item I received is damaged or incorrect. Can you help me?

First off, sorry to hear that. Secondly, of course! While we work hard to only carry quality items, sometimes manufacturing errors happen. We also do our best to package items safely and appropriately for delivery, but again sometimes issues can happen—especially during transit. If you happened to receive the wrong/incorrect item, we'll get you the correct one!

The easiest way to resolve any matters like this is:

•Reply to your Order Confirmation email, so we already have any related information needed
•Please describe the issue or damage you have encountered
•If you can attach photos to your inquiry, it's very helpful in locating the issue or damage

We'll work to help rectify your situation, and make it right the best we can! Please reach out to us ASAP if you have an issue like this, so it's easier to resolve.

Product

When will _______ be back in stock?

In short: Hopefully within a 4–6 weeks after it sells out. However, there are no guarantees as it may depend on the designer(s) we work with. If it's been longer than that, don't keep waiting! If an item is not even our website anymore, it's most likely never coming back. Many of the items we carry are in limited production runs—so if you see something you like, buy it pronto!

Long answer: We restock product every month, but there is no set pattern to certain items coming back. We carry a large assortment of different designers, artists, and brands that all release things on different timelines. It may look like a lot of items are out of stock (particularly patches or pins), but we do our best to remove any items that won't be restocked again. If you can still view the item, there's a good chance you'll be able to buy it again in the near future—but that time has no set date.

We now offer a simple way to receive a notice when an item becomes available again—just go to the product page, and sign up for an email alert. Our system will automatically notify you when there is more available. This is also an easy way for us to see what products are most in-demand. Ones with high amounts of requests will receive top priority—so go cast your vote by signing up for an alert!

Please keep in mind we are not a huge factory churning out things on demand. Part of what makes our shop special is that we carry limited runs of unique items from independent creatives. If it was all mass-produced, it wouldn't be Activity Awards.

My order didn't go through, but my credit card was charged. Why?

Our processing system seems to initiate payment, whether an order gets finalized or not. (We think this is odd, too!) The only reason an order wouldn't go through, is if one entered the wrong billing information. This is a measure our system uses to deter fraud, which helps both us and our customers.

If a charge shows up on your credit card or bank account, it will disappear in a few business days. (The status will likely say "Pending"—not processed.) Contact us if this charge doesn't disappear—but if you didn't receive a confirmation email from us, then the payment (and order) wasn't received by Activity Awards.

Why does it cost so much to ship one small item?

Because we want your order to arrive safely to you! Every order we send out is shipped as a package. This includes patches and pins—even one of them! Why? It's more reliable delivery for customers, and we want your items to arrive securely. We used to put very small packages in an envelope, slap a stamp on it, and hope for the best. The orders didn't always get to their final destination.

Our shipping charges also reflect the rates from the United States Postal Service—which is actually the most inexpensive shipping carrier. Our costs for U.S. orders are never more than $10.00. International orders are more, but your package is traveling through the air, over water, and back to land usually thousands of miles away—that's not easy! So yes, if you live halfway across the world from us you may end up paying more on shipping than the item. Our suggestion: Order more to make it worth it! For everyone! For the world! 

Please do not email us asking for a reduced shipping cost. All rates are set, and final.

Do you have a storefront? What are your hours?

Activity Awards is located in Ontario Canada. Unfortunately we do not opportate a retail location.

But we are open 24/7 on the web!

How do I Return or Exchange an item?

First off, if you wish to Exchange an item it is easiest to just place a new order if you can. If one were to send their item back to us in exchange for another, it will take longer to receive the new item and there is still a shipping cost to be paid by the customer for the new package. We suggest sending your original items back as a Return, and we will refund you.

If you wish to Return your item(s) do so within 30 days of receiving them to the address below. Please include your Order # on the outside, or on a note inside—otherwise we may not be able to locate your original order to process the refund.

If we receive items back in the condition they were sent (items in original packaging), there should be no issue and we will refund you for the returned items within a few days. (After you receive a confirmation email of the refund, it will take a few business days for the money to arrive back into your account.) Buyer is responsible for return shipping cost, and original shipping charge cannot be refunded.

Activity Awards
Return Orders
Contact Us regarding our US or Canadian Address.

Please note that after the 30 days neither a refund nor a replacement can be given. Sale items and custom pieces are not returnable.

General

Can you make my custom pin, patch, t-shirt, or other item?

We only produce work which will be sold at Activity Awards. We are first and foremost a website shop—not a production facility.

We do *not* do custom orders/manufacturing. (This includes taking any design or item we sell, and adjusting it to something else.)

Do you sell wholesale?

We do not sell wholesale.

Are you looking for promoters?

We got promotion covered ourselves, but thanks for thinking of us! Please don't contact us about paid promotion as we won't write back.

Didn't find what you were looking for?

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