❓ Frequently Asked Questions
Find answers to common questions about Hyde Hermit Studio.
General
What is Hyde Hermit Studio?
Hyde Hermit Studio is an art and merchandise brand created by artists Hoi and Kai. We specialize in original artwork, enamel pins, plushies, apparel, books, prints, stickers, keychains, and more — all featuring unique designs and characters.
How can I contact customer support?
For any questions about your order, products, or policies, please email us at hydehermitstudios@gmail.com or use the Contact Us form on our website.
Do you offer wholesale or bulk orders?
Yes! For wholesale inquiries, please email us at hydehermitstudios@gmail.com.
🚚 Shipping
How long does it take to process my order?
Orders are typically processed within 2–5 business days after purchase (excluding weekends and holidays). Processing can vary based on order volume.
What are your shipping rates?
- FREE domestic shipping on all U.S. orders of $150 or more.
- For orders under $150, shipping is calculated at checkout based on carrier rates and your address.
Do you ship internationally?
Yes! We ship worldwide. International customers are responsible for any customs duties, taxes, or import fees charged in their country.
Will I receive a tracking number?
Yes — once your order ships, you will receive a confirmation email with tracking information so you can follow its progress.
Do you ship on weekends or holidays?
No — shipments do not go out on weekends or U.S. holidays. Please allow extra time during peak seasons.
🔄 Returns & Refunds
What is your return policy?
We want you to love your purchase! If you're not satisfied, returns are accepted within 30 days of delivery for unused items in their original condition with all packaging.
How do I initiate a return?
Contact our customer support team at hydehermitstudios@gmail.com with your order number and reason for return. Once approved, we'll send you return instructions.
Who pays for return shipping?
Unless an item is defective or we shipped the wrong product, return shipping costs are the customer's responsibility.
When will I receive my refund?
After we receive and inspect your returned item, we will issue your refund to the original payment method. Please allow 3–10 business days for your bank to process the refund.
Can I exchange an item?
Yes — exchanges are possible when the requested item is in stock. Contact support to start an exchange.
What if my item arrives damaged or incorrect?
We're sorry! Email us within 7 days of delivery with photos and your order number. We will send a replacement or issue a full refund at no cost to you.