Frequently Asked Questions (FAQ)
Q: Is this for real?
A: Sure!
Q: What's with shipping?
A: We can ship to virtually any address in the world. But you need an actual address. The USPS does not appreciate coordinates to a mysterious tree stump in the middle of the forest. We know this for a fact.
Shipping costs are calculated automatically by the store software and are based on the size and weight of items purchased. Orders are typically fulfilled within 10 business days. For large restock events and made-to-order items, please allow up to 15-20 business days for order fulfillment. Pre-sales will have specified shipping timelines.
Q: Do you ship internationally?
A: Absolutely! We offer the most cost-conscious international shipping option: First-Class or Priority International Package service via the USPS. This takes 15-28 days to reach the recipient. Please include your phone number with your order; it is required on the customs form.
Q: Are my convention (in-person) purchases eligible for the Bunny Rep program?
A: Yes! There are only two catches. First, you will still need to have a customer loyalty account on the site. Second, convention purchases need to be awarded manually; please help with this by telling the human handling your transaction that you'd like your rep added and providing your email address at the time of purchase.
Q: Do you accept returns? Can I cancel my order?
A: Because it's soap and/or personal care items, we cannot accept returns. Should you feel unhappy for any reason, please email us and we will do our best to fix the situation. You may cancel your order only BEFORE it ships by emailing us.
Q: My order arrived softened and/or melted- what do I do?
A: It is almost always possible to salvage items that melted during transit. Items just need a vigorous shake and can be placed in a fridge upright to re-solidify. Once they have, they can be removed from the fridge and kept at room temperature. Please see THIS POST for more information.
Q: My package is lost or damaged. What do I do?
A: Please remember that we cannot control what happens during transit; we use address verification software and our products are carefully packaged, boxed, and labeled. The USPS becomes responsible and liable once they pick up your package from our premises. All priority packages are insured for up to $50 and claims can be filed here: https://www.usps.com/help/claims.htm. Please contact us if you require assistance in filing your claim.
Q: There are items missing from my order. What do I do?
A: We fulfill orders carefully, but sometimes mistakes happen! First, carefully check the box and packaging- small items can easily become tangled within the box fill. If the item(s) are indeed missing, please contact us within 7 days of the delivery date. We will make it right!
Q: Do you offer holds or private pre-orders?
A: No.
Q: Can I request delayed shipping?
A: We can hold your order here for ONLY up to 2 weeks. Our office space is tiny, and the open order notification drives us bonkers.
Q: Do you offer wholesale?
A: Not at this time.
Q: Is it okay to resell your items?
A: If you bought our items with the honest intent to use yourself, but then find yourself unable to use them.... that's fine. If you are purchasing the items that sell out quickly to resell at a profit- ABSOLUTELY NOT. We spend hours and hours on our paws painstakingly making each product- from measuring within a hundredth of an ounce, to carefully melting, to slowly mixing, to bottling, to labeling, to packaging. We sell them for what we consider to be a fair price, and no one else has the right to price them or profit from them. Should you see anyone reselling our items for inflated prices, please let us know.
Q: Can we have more details about the warren activities?
A: Warren "goings-on" unfold along with the year. Check back often to look for more Bunny Bios, Holidays, and bits of lore.
Q: Does the bunny’s last name give an indication of where they will end up? For example, “Mooncave” has “Future Prophet of the Sanctum of Inspiration” written all over it, doesn’t?
A: It does, but Flora’s sister, Camilla Mooncave, grew up to be celebrated Pickle Cuisinist, so who knows?
Q: How is all of this possible without opposable thumbs?
A: THAT was what broke your immersion?
Q: If bunnies do not use leather, what are their Arcane Codexes bound with?
A: This is not considered a polite topic of conversation.
Q: What happened to the human we used to talk to?
A: The human formerly responsible for Arcane Bunny Society communication has been demoted to her Human Relations page where you may access various vehicles with which to interact with her. If you are curious about her, check out her About the Author page!