Shipping

WE OFFER FREE LOCAL PICKUP
If you live in the Ketchikan area you can order from the Ray Troll Web Store and come pick up your order from the Soho Coho. When you enter a local shipping address it will change the shipping option to “Local Pickup”. We will contact you at the number you provide with your order to arrange a pickup time.

DELIVERY TIME AND SHIPPING:
Web orders are usually processed and shipped within 48 hours. During the winter months or if we’re backlogged during an online promotion it may take us an extra day or two. All orders are packaged in our creek side gallery in Ketchikan, Alaska and are picked up by our tireless local mail carriers.

Most orders are shipped via USPS Priority Mail. Orders containing only stickers or only masks are shipped via USPS First Class Mail. Packages generally spend 5 to 7 business days in transit for Priority Mail and 7-10 days for First Class Mail. During the pandemic we have been seeing delays happen more often. Delayed packages usually arrive within 14 days of the shipment date.

For Canada, delivery time is 2-3 weeks for Priority Mail International packages and 3-4 weeks for First Class International Mail packages. Scroll down for more information about orders to Canada.

REMEMBER: Your order is shipped from a small Alaskan town on an island. The staff at The Ray Troll Web Store and our local post office make every effort to pack and ship your order in a timely manner. It is best to call our toll free number 1-800-888-4070 if you need an expedited order.

SHIPPING RATES:
Most packages being shipped to US addresses are sent via USPS Priority Mail. Orders containing only stickers or only masks are shipped via USPS First Class Mail. Shipping rates are based on destination and total package weight. You can preview the rate for any order in the shopping cart by entering your address into the shipping calculator.

SHIPPING TO CANADA:

NOTICE: Current events are slowing international delivery times. Please be aware that transit times may be significantly longer than normal. 

Shipping charges for orders shipped to Canada do not include duties or taxes. Most orders can be shipped to Canada as a “small package” via First Class International Mail. Shipping time for First Class International Mail is 3-4 weeks. Large orders over $60.00 often require additional postage because they are required to be sent via Priority Mail International. Shipping time for Priority Mail International is 2-3 weeks.

Occasionally large USPS Priority Mail or orders to Canada require additional charges. You will be notified prior to shipment via email, telephone or mail if the above shipping rates will not apply to your order.

Shipping charges for international orders are nonrefundable in most situations, including instances of damaged packaging, lost packages, and unclaimed packages. Shipping charges will only be refunded in cases of faulty items or if the package contents differ from the item(s) ordered.

Orders are charged in US Dollars (USD).

INTERNATIONAL DELIVERY:

All international orders are shipped via USPS Priority Mail International. We know that this method is more expensive than some other shipping options, but it is the most affordable option that is also insured. In the past we have had issues with international packages being lost, so we do not feel comfortable shipping uninsured packages. Please know that we cannot offer refunds or free reshipping for international orders that are lost or damaged if an uninsured shipping method is used. If you have questions about other international shipping options please contact us.

Shipping charges for international orders do not include duties or taxes. Any duties, taxes, or fees will be the responsibility of the customer to pay in their respective country before receiving the package.

Some orders may require additional shipping charges. You will be contacted if this is the case. Please contact us if you have questions about shipping to your specific country or shipping for any specific items.

Shipping charges for international orders are nonrefundable in most situations, including instances of damaged packaging, lost packages, and unclaimed packages. Shipping charges will only be refunded in cases of faulty items or if the package contents differ from the item(s) ordered.

Orders are charged in US Dollars (USD).

BACK ORDERED ITEMS:
You will be notified via email, telephone or mail if any items are on back order or discontinued. Most back ordered items can be shipped within 2 – 4 weeks.

HOLIDAY DELIVERY:
During the holiday season the staff at The Ray Troll Web Store and our local Post Office make every effort to pack and ship your order in a timely manner, but unexpected weather conditions or Postal Service delays do occasionally happen. REMEMBER: Your order is shipped from a small Alaskan town on an island. Orders are normally packed within 1-2 days and delivery time is 5-7 days, but we recommend ordering TWO WEEKS OR MORE before you need to have the order to be sure it gets there in time. If you need an expedited order it’s best to call our toll free number 1-800-888-4070.

CUSTOMER SERVICE:
We are available year round to answer questions, take phone orders, help with an exchange or a complicated order, etc. You can email us at store@trollart.com or call us here at the Soho Coho Art Gallery. In the US call our toll free number 1-800-888-4070 or from Canada call 1-907-225-5954. We are open year round Tuesday-Saturday 10am-5:30pm Alaska Standard Time. During the summer months (mid May – mid September) we are open every day of the week. Don’t forget that Alaskan Standard Time is 4 hours earlier than the East Coast and 1 hour earlier than the West Coast.