FAQs

You can return any unused item(s) within 30 days of receiving them. If you are returning the items from Canada or the US we will cover the cost of the return label while items are within the return period.

We can cancel or edit an order up to 1 hour after it has been placed. As our products are used for events, we work to give you the quickest timeline possible! After 1 hour, during business hours, our team is typically already working on your order and changes can't be made.

Please reach out to us at info@artisaire.com with your desired changes as soon as possible.

We are not currently offering a rush service. Always order as soon as possible, and selecting the fastest shipping speed at checkout if you are in a rush.

Once you've placed your order, you will receive an email with a link to your order status page. From there you can track your order. Alternatively if you have lost your link you can use our order tracking page here.

Most orders are fulfilled within 2-4 business days, then are delivered depending on your chosen shipping speed. It will depend on the items you order. With every order we provide an estimated timeline at checkout. Please note, this is an estimation and delays may occur to due high order volume, bad weather, etc.

It typically takes a day or two for our carriers to update tracking info. If your status hasn't been picked up within 2 days, please contact us.

Sometimes carriers mark orders as delivered before the order has been dropped off. Please wait at least 1 day for the package to arrive, if it has not arrived then contact us.

We are very sorry items went missing from your order! Please contact us right away so we can make it right.

Oh no! We're sorry you received a damage item. Please contact us right away so we can make it right.

Yes! We ship to almost every country that our primary carrier (UPS) can deliver to.

Due to customs reasons we currently can't ship to: China, Hong Kong, and Turkey.

Visit our shipping page to see our shipping rates.

Your order will be shipped after we make your items. This will take 1-4 business days, depending on the items you have ordered. We show an estimated timeline to when you will receive your order at checkout.

These timelines are estimates and we can't guarantee them due to delays such as weather, or high volume.

This will depend on the items you are purchasing and shipping speeds chosen. You can see our shipping information here, and we will provide an estimated timeline at checkout.

Please note, estimated timelines are not a guarantee of arrival. Delays may occur due to order volume, weather, etc.

Unfortunately due to delivery and customs issues we cannot ship to freight forwarders or virtual addresses. We require all orders to be placed with a physical address and valid customer information. We advise against group buying and ask customers to place their orders individually.

It typically takes a day or two for our carriers to update tracking info. If your status hasn't been picked up within 2 days, please contact us.

At this moment we are unable to ship to P.O. Boxes. We can ship to your local UPS Access Point™ so you can receive your items in a secure location.

Packages will be delivered with duties and taxes billed to ARTISAIRE, we charge an estimation of duties and taxes at checkout. There may be additional charges such as local brokerage or warehouse fees that we are unable to cover, this will depend on your Country's import laws.

All orders ship from our studio where we make your items in Victoria, BC, Canada.

At this moment we are unable to offer a rush service. We recommend always ordering as soon as possible, and selecting the fastest shipping speed at checkout if you are in a rush.

This will depend on the destination country. For example, shipments to the US over $2,500 require a formal entry where a Tax ID or SSN must be provided. We are unable to split or delay shipments and are required to combine shipments leaving our studio on the same day to remain compliant with import regulations. For more information visit: https://help.cbp.gov/s/article/Article-314?language=en_US

Yes, our wax seals are mailable. This is due to our specially formulated sealing wax that resists the stresses mailing can cause.

No, we don't use any molds. Every wax seal is individually made by a person in our studio.

Yes, all our wax seals come standard with our professional grade adhesive. If you require your seals to be delivered without adhesive backings, leave an order note!

Yes, if you want a digital proof please ask for one in the Artwork notes or order notes section. We only send proofs for customers requests or when we need to change your artwork for engraving compatibility. If your artwork doesn't require any edits it will move into production right away!

We recommend chilling your wax stamp on an ice pack between uses to stop sealing wax from sticking to your wax stamp.

The solid brass we use to make your wax stamps is a food safe brass. We do not have any food safe certifications for our wax stamps.

Your wax stamp is likely developing a patina. This is a natural aging process of solid brass and will not affect the quality of wax seal your stamp creates. If you want to keep your wax stamp looking brand new, you can remove the patina using a brass jewelry cleaner. Look for a cleaner that doesn't contain abrasives as they can ruin the quality of the engraving.

To get the clearest impression we recommend using a good amount of pressure when stamping. If your wax stamp is still creating a faint impression even when you are pressing hard, please contact us so we can help!

Yes, if you want a digital proof please ask for one in the Artwork notes or order notes section. We only send proofs for customers requests or when we need to change your artwork for engraving compatibility. If your artwork doesn't require any edits it will move into production right away!

Yes, our sealing wax has been specially formulated to resist the stresses from mailing.

We use a blend of waxes, pigments, and a flexibility additive to make our sealing wax. As our formula is proprietary to us we are unable to provide more information.

Yes, our sealing wax has been molded to fit perfectly in a standard glue gun. You can use our sealing wax sticks with our low temperature sealing wax gun or it will fit an glue gun with a 0.44" or 1/2" chamber.

Our Low Temperature Sealing Wax Gun fits a North American outlet. We are unable to confirm if it will work with a local adaptor.

Your sealing wax may be too hot. Unplug your Sealing Wax Gun and continue to work while your sealing wax cools down. If your gun continues to leak it may have faulty seal and can be replaced.

Excess sealing wax can be wiped from your spoon using a paper towel. Soot will form on the bottom of your sealing wax spoon during use and can be cleaned with warm soapy water.

We have recently migrated our eCommerce platform. Your order history has been migrated, and can be accessed once you've set up a new account with the same email address as your previous account.

We were unable to set up accounts as we do not have access to customer passwords for security reasons.

You don't need an account to place your order, and you will be able to start return requests and track your order without an account. For order history and faster ordering, you can set up an account here.

Yes, we do have official Stockists! Official Stockists will always have our brand name in their listings, either in the product title or displayed as a vendor. 

Unfortunately, we do experience counterfeiting of our products. If our brand name is not in the listing there is a risk that seller isn't an official partner and you may not receive authentic product. Authentic sellers will also be linked on our Stockist Page.