questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
Orders & Shopping
Live Stream Shopping
Custom Orders
Shipping & Delivery
Problems With Orders
Returns, Cancellations & Changes
Product Questions
Customer Service
What do you sell?
We offer a wide range of journaling and stationery supplies, including stickers, material paper, washi tape, PET tape, themed paper goods, and curated journaling items. We sell both individual items and live-selected box orders.
Can I place a normal order without joining a live stream?
Yes. You can place a regular order directly on our website at any time. If you prefer to shop item by item, simply add your favorites to cart and check out as usual.
Do you offer a more affordable way to shop?
Yes — we offer our popular Fill-a-Box shopping style during our TikTok live streams. Customers choose a box they like, and then fill it during the live with stickers, paper, tape, and other journaling supplies. This is one of the best-value ways to shop with us, and in many cases the average cost per sticker pack is under $1.
What is Fill-a-Box?
Fill-a-Box is our live shopping experience. You choose a box size during the live stream, and we fill it with the items you select during the session. Once your box is full, we pack it and ship it to you.
Why do customers like Fill-a-Box?
Because it is fun, interactive, and budget-friendly. It lets you build a box based on your own taste while often getting a better average price than buying everything separately.
Can I choose exactly what goes into my box?
Yes. During the live stream, you can choose the items you want us to add based on what is available on the table during that live session.
Can you help me choose if I am not sure what to pick?
Yes. If you want, we can help recommend items based on your preferred style, colors, themes, or journaling taste.
Do I have to fill my box in one live?
Not always. In some cases, we can continue filling your box across multiple live sessions, depending on your order situation and our current workflow. If you need this, please ask us during the live or contact us by email first.
Can I buy both individual items and a Fill-a-Box order?
Yes. You can shop both ways. If you want to combine them, please contact us first so we can confirm the best arrangement for packing and shipping.
Can I leave order notes?
Yes. You can leave notes at checkout. We will do our best to follow them, but notes cannot override product availability, shipping restrictions, or order processing limitations.
Live Stream Shopping
When do you go live?
We usually go live every day except Sunday. Please follow our TikTok account for live updates, schedules, and product previews.
What is your TikTok account?
Our TikTok account uses the same name as our store. Please follow us there to watch live shopping sessions, see new arrivals, and join Fill-a-Box orders.
What if I miss a live stream?
No worries. You can still shop directly on our website, and you can join our next live stream to participate in Fill-a-Box shopping.
Are the items shown in live streams always available later?
Not always. Some items may sell out quickly during live streams, especially limited or highly popular designs. If you love something, we recommend claiming it during the live when possible.
Can I ask to see a style or theme during live?
Yes. We’re happy to show styles, themes, colors, or categories when possible during the live stream, depending on time and availability.
Custom Orders
Do you offer custom products?
Yes. We support custom boxes, material paper, and stickers.
Do you charge a custom design fee?
No. We currently do not charge a custom fee for custom boxes, custom material paper, or custom stickers.
How do I request a custom order?
Please send your images and request details to our email. The more details you provide, the better we can understand what you want.
What kind of images can I send?
You can send inspiration photos, your own artwork, theme references, color ideas, mood boards, or specific images you want us to use as a reference.
Can you help me if I only have an idea but no finished design?
Yes. If your idea is clear, we can often help guide the customization direction based on your theme, style, or preferred colors.
How long do custom orders take?
Custom orders usually require additional preparation time. The timeline depends on the type of customization, current order volume, and communication details. We will confirm the approximate timeline after reviewing your request.
Can custom orders be canceled?
Because custom items are made specifically for you, cancellation may not be possible once production or preparation has started.
Shipping & Delivery
Can custom and regular items ship together?
Yes, but in some cases your order may ship only after the custom part is ready. If you need a split shipment, please contact us before placing the order.
Shipping & Delivery
Which shipping carriers do you use?
We currently ship using SF Express and FedEx.
Can I choose the shipping carrier?
No. We do not accept specified carriers. We will choose the shipping method based on your order, destination, parcel size, and actual shipping situation.
How long does shipping usually take?
Delivery usually takes about 5–20 days, depending on your destination, local carrier handling, customs clearance, weather conditions, and international logistics conditions.
Why is my order taking longer than expected?
International delivery times can be affected by customs, carrier delays, severe weather, busy seasons, transportation disruptions, and local delivery conditions. Comparable stationery shops also note that processing time is separate from shipping time and that international delivery can vary significantly.
Do you ship internationally?
Yes, we serve international customers. Many stationery and journaling stores structure their FAQ around international shipping, customs, and tracking because cross-border delivery times can vary by destination.
Will I receive tracking information?
Yes. Once your order has shipped, we will send tracking information so you can follow the parcel’s progress.
My tracking has not updated yet. Is that normal?
Yes, sometimes tracking takes a little time to update after shipment. Comparable shops also note that tracking can lag while the parcel is being scanned into carrier systems.
Do I need to pay customs duties or import taxes?
Depending on your country, customs duties, VAT, taxes, or import fees may apply. Many international stationery shops state that these fees are the customer’s responsibility and may be required before customs releases the parcel.
Can I change my shipping address after placing an order?
Please contact us as soon as possible. We can only update the address before the order has been packed or shipped. Comparable stores also note that once an order is in transit, address changes are often no longer possible.
Do you split shipments?
Sometimes. If your order includes different item types, custom products, or stock from different packing stages, your order may be shipped separately if needed.
Problems With Orders
What should I do if my order arrives damaged?
Please contact us as soon as possible and include:
your order number
clear photos of the damaged item(s)
clear photos of the outer packaging
clear photos of the shipping label if possible
This matches the documentation commonly requested by sticker and stationery sellers when resolving damage claims.
What if I received the wrong item?
Please email us with your order number and clear photos of the item you received. We will review the issue and help arrange a solution.
What if my package is lost?
Please contact us if your package appears lost or has had no meaningful tracking movement for an unusually long time. Many sticker and stationery sellers ask customers to report lost or damaged packages promptly so they can investigate with the carrier.
What if tracking says “delivered” but I did not receive it?
Please first check with your local carrier, first check with your local carrier, neighbors, family members, mailbox area, parcel locker, or building front desk. If you still cannot find it, contact us and we will do our best to assist.
What if my package is delayed because of customs or local delivery issues?
Customs inspection and local courier delays are outside our direct control, but we will do our best to help you track the parcel and understand its status. Comparable stores also warn that customs madiscretion.
Returns, Cancellations & Changes
Can I cancel my order?
If your order has not yet been packed, prepared, or shipped, we may be able to help. Please contact us as soon as possible after placing your order.
Can I change items in my order after checkout?
Possibly, but only before the order enters processing or shipment. Once packing has started, changes may no longer be possible.
Do you accept returns or exchanges?
Because many of our products are carefully packed, selected in live streams, or made to order, return eligibility may depend on the situation. If there is a problem with your order, please contact us first and we will review it case by case.
Are custom orders returnable?
Custom orders are usually not eligible for return or exchange unless there is a clear quality problem or a mistake on our side.
What if I simply changed my mind?
Please contact us before the order ships. Once the order has been packed or shipped, cancellation or return may not be possible.
Product Questions
Will the colors look exactly the same as on my screen?
Not always. Slight differences may occur because of screen settings, lighting, photography, print batches, and material surfaces.
Are all items exactly identical?
Because some products may involve handmade packing, live selection, or different print/material batches, small variations can happen. This is normal and does not affect overall usability.
Are your products suitable for journaling, scrapbooking, and collage?
Yes. Our products are designed for journaling, collage, paper crafting, decorating planners, and creative memory keeping.
Do you restock sold-out items?
Yes. Our products are designed for journaling, collage, paper crafting, decorating planners, and creative memory keeping.
Can I ask for a themed box or style recommendation?
Yes. If you love certain themes like vintage, floral, dark, dreamy, gothic, cute, nature, or fantasy styles, we can help suggest items that fit your taste.
Customer Service
How can I contact you?
You can contact us anytime by email at support@whimsycraftlab.com
For custom orders, please send your images and request details by email so we can better understand your needs.
When can I reach you fastest?
The best way to see our newest items and interact with us is during our TikTok live streams.
For order-related questions, custom requests, or after-sales support, email is the best way to reach us.
How quickly do you respond?
We do our best to reply within 24–48 business hours. Response times may be slightly longer during live streams, high-order periods, holidays, or special events.
Why shop with us?
We offer flexible shopping styles, live interactive box-filling, affordable bundle value, customization without a design fee, and a carefully selected range of journaling supplies for different creative styles.
