Expand the sections below to find information about our shipping practices and polices. If the information you’re looking for isn’t here please don’t hesitate to send us an email or use the contact form at the bottom of the page.
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 IN THE U.S.
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 are shipped via USPS First Class Mail. Packages generally spend 5 – 7 business days in transit for Priority Mail and 7 – 10 days for First Class Mail.
Please 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. Delayed packages usually arrive within 14 days of the shipment date. Please contact us if it has been over 14 days since your order was shipped and you haven’t received your package yet.
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. Transit time for First Class International Mail is usually 4-6 weeks. Large orders over $60.00 often require additional postage because they are required to be sent via Priority Mail International. Transit time for Priority Mail International is 2-4 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 are only guaranteed to 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)
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)
DAMAGED OR LOST PACKAGES
If your package was damaged during shipping you can email us or use the contact form at the bottom of this page. Please include your order number in the message and if possible also include photos of the damage to the packaging and the items in your email.
Shipping to and from Alaska may take longer than the usual shipping times in the Lower 48. If you are in the United States please wait until it has been more than 14 days since your order was shipped before contacting us about a package that has not been delivered. We are unable to declare a package as lost until more than 14 days from the shipping date. If your order was shipped internationally please refer to the sections about shipping outside of the US for international shipping delivery estimates.
If the tracking information for your package shows it as “Delivered” but the package hasn’t actually been delivered we recommend starting by contacting your local post office. They are often able to provide more information than we have access to about the delivery status of packages. If they aren’t able to help you then please do contact us about your order.
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.
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.
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 firstname.lastname@example.org 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 11am-5pm 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.