FAQ
About Ponto's new official shop
Why did you made a new online shop for Ponto?
Ponto is celebrating his 10th anniversary and I thought it was a great time for an upgrade. I feel that this new shop is more professional and will allow me to have a more direct and personalized experience with my customers. Shopify also offers better tools for shipping and order processing than Etsy and a bunch of cool features I hope to use in the future.
Don't hesitate to send me your feedback if you have any comments or suggestions to improve the shop!
You may still shop on my Etsy if you prefer but keep in mind that prices are a bit higher due to taxes included in the price. You will get a better deal shopping here :).
Shipping and processing times
Processing times
Most orders will be shipped or ready for pickup within 3-7 business days except for the following items:
Plushies
2-3 weeks (About the same time as a real orange cone by the way!)
Ponto plushies are made to order and each one is handmade by me. Since they are quite popular, I can't keep them in stock so it's more convenient this way. You will get notified as soon as it ships. Thanks for you patience and understanding.
Apparel
7-10 business days.
I work with a Montreal-based printshop for t-shirts and sweatshirt which offers a print on demand service. I don't keep an inventory of these items so I need to order them before they are ready to ship to you. If your order only contains products from this category, I might ship these items directly from my printer to save time and packaging.
Shipping and pickup!
I live in Montreal, can I pickup my order and save shipping costs?
Yes, you may come pick up your order at my studio in the Mile-End. It's a few minutes walk from Laurier and Rosemont metro stations. Just choose the pickup option at checkout. Once your order is ready you'll get an email notification, you must reply to it with your availabilities so we can schedule a meeting time for the pickup. This is very important as it's an office building and my schedule varies from week to week.
Lettermail option in Canada
For orders of small items such as stickers, magnets, stationery, 9x12 prints and small accessories (Basically whatever can fit in an oversized enveloppe according to Canada post) you can select lettermail as a shipping option. It is much cheaper and quite reliable. It takes about 3-5 business days for delivery. Please note there's no tracking or insurance with this option.
*Due to legal reasons and customs this option is not available for US and International orders.
Canada post
I ship most of my orders are shipped with Canada Post. You can choose from different parcel options at checkout. If you have any questions or would like me to ship with another carrier, don't hesitate to contact me, I will look into it.
Customs
As a buyer, your are responsible to pay any import duties, taxes or customs upon receiving your order.
Special Instructions
If you have any special shipping requests or instructions please include them in the comments at checkout or contact me.
Refunds and exchanges
I will accept returns and exchanges under certain conditions:]
Customer ordered wrong size. wrong item or changed their mind
- Items must be returned within 30 days of purchase in original condition with original packaging.
- Customer is responsible for the return shipping fee.
Order arrived damaged
- Please contact me as soon as possible to discuss the issue and send us photos so we can assess the damage and see what we can do such as offer a discount or send a replacement.
Exceptions / non-returnable items
Custom drawing commissions and digital goods are non-refundable.
Wholesale
I'd love to have Ponto products at my store, are they available for wholesale?
Definitely! Contact me to request a catalog and discuss the details. Please note that I don't do consignment, only wholesale. Also plushies are not available for wholesale at the moment.