Frequently Asked Questions

Pre-orders are purchases made in advance for items that are not yet produced. These orders help fund the initial manufacturing costs.

Please note that pre-orders become non-refundable after 48 hours of purchase. We recommend making sure you’re fully certain before placing a pre-order.

Pre-ordering comes with several great perks. Not only are pre-order items often offered at a lower price than the regular retail cost, but you’re also guaranteed to receive the best items from the batch.

Many pre-orders include exclusive freebies or special bonuses, which are a fun extra for early supporters.

Overall, pre-ordering is a smart way to save money and secure top-quality products before they sell out.

Each product category has a different estimated production timeline. Please note that these are just estimates, and unexpected delays or production issues may occur. We’ll always keep you updated and do our best to handle any problems quickly.

Enamel Pins

Estimated wait: 2 to 3 months

• Production: 1 to 2 months

• Manufacturer quality check: 1 week

• Shipping to us: 1 week

• Our quality check and packaging: 1 to 2 weeks

Plushies

Estimated wait: 3 to 5 months

• Production: 2 months

• Manufacturer quality check and packaging: 1 to 2 weeks

• Shipping to us: 30+ days

• Our quality check and packaging: 1 to 2 weeks

Plush Keychains

Estimated wait: 3 to 5 months

• Production: 2 months

• Manufacturer quality check and packaging: 1 to 2 weeks

• Shipping to us: 30+ days

• Our quality check and packaging: 1 to 2 weeks

Keychains and Standees

Estimated wait: 4 to 8 weeks

• Production: 3 to 4 weeks

• Manufacturer quality check: 1 week

• Shipping to us: 1 week

• Our quality check and packaging: 1 to 2 weeks

Mugs

Estimated wait: 1 to 2 months

• Production: 0 months

• Manufacturer quality check and packaging: 1 to 2 weeks

• Shipping to us: 30+ days

• Our quality check and packaging: 1 to 2 weeks

Apparel

Estimated wait: 2 to 3 months

• Manufacturer quality check and packaging: 1 to 2 weeks

• Shipping to us: 30+ days

• Production: 1 to 2 months

• Our quality check and packaging: 1 to 2 weeks

If pre-order slots are filled, do not worry. You may still have a chance to get the item. We usually order extra stock, and once the products arrive, additional units in various grades and prices will be available in the shop.

Keep an eye on the store or our updates so you do not miss out.

Once pre-order items arrive, they will be listed as in-stock products in our shop. However, keep in mind that pre-orders often include exclusive freebies or special bonuses that are not available once the item is in stock.

If you choose to wait, you might miss out on those extras. Just a friendly heads up so you can decide what works best for you.

If you purchase both in-stock items and pre-order products in the same order, your package will not ship until the pre-order item arrives from the manufacturer.

If you would like to receive the in-stock items sooner, we recommend placing separate orders.

We ship orders worldwide from Texas, USA. International shipping costs can be high, so we recommend joining or organizing a group order to reduce shipping expenses and help ensure your order arrives safely and on time.

Please keep in mind that any customs fees or import taxes are the buyer’s responsibility. All orders are labeled as “merchandise.”

If you have any questions or concerns, feel free to reach out to us.

We ship Monday through Friday, excluding weekends and holidays. When placing your order, please keep these factors in mind to estimate your delivery date:

Order Processing (In-stock items)

This is the time it takes us to prepare your order for shipping. Processing usually takes 1 to 3 business days.

Transit Time

This is the time it takes for your order to arrive at your shipping address after it has shipped.

Transit Time Details:

• USA – USPS First Class and Priority Mail

Delivery usually takes between 1 and 5 business days after the order ships.

• International – USPS First Class and Priority Mail

Delivery can take anywhere from 2 to 16 weeks after shipping. The exact time depends on your location.

To find out the shipping cost for your order, please follow these steps:

1. Add the items you want to purchase to your cart.

2. Go to your cart.

3. Scroll down to the estimated shipping section.

4. Select your country, state or city, and enter your zip code.

The shipping cost will be calculated based on this information.

If you are an international customer, please be aware that you may be responsible for paying inbound duties, taxes, and other fees required by your local customs authority. These charges are not collected by MalvaEly and cannot be refunded, as they are paid directly to your local carrier or government.

We recommend checking with your local customs authority to find out what fees might apply to your order.

Confirmation Email

You will receive a confirmation email once your order has been processed. This will be sent to the email address you provided at checkout.

Please double-check your junk, spam, or promotions folder in case our email was filtered there. If you still cannot find it, email us at info@malvaely.com and we will be happy to assist you.

Tracking Email

When your order ships, you will receive a second email with your tracking number and a link to follow your package’s journey.

If you do not see this email, please check your junk, spam, or promotions folder. If it is not there, please contact us at info@malvaely.com.

Out for Delivery and Delivered Emails

Once your order is out for delivery, we will send a reminder email to watch for your package. After delivery, you will receive a confirmation email.

If your package is still within the expected delivery window provided by USPS, UPS or FEDEX, please be patient. Carriers can sometimes experience delays, but your order is likely still on its way.

If your package is past the expected delivery date, here’s what to do:

For U.S. Customers:

1. Check your tracking information.

2. If the status shows “In Transit” with recent updates, the carrier may just be delayed. Your delivery date should update soon.

3. If the status shows “In Transit” but there are no new updates, contact the carrier directly for more details.

For International Customers:

Please email us at info@malvaely.com and we will be happy to assist you.

It’s not uncommon for tracking to stop updating, and it doesn’t always mean something is wrong. Here are a few possible reasons:

• The package is delayed while in transit

• It is being held at a checkpoint, such as customs

• The carrier may not be scanning it at each stop, even though it is still moving

We know you are excited to receive your order, and we truly appreciate your patience as your package makes its way to you. Tracking updates should resume soon.

We want you to be completely satisfied with your purchase, and we understand that mistakes can happen. While we do not accept returns, you may request an exchange or a refund if:

• You received the wrong item

• The item you received was damaged

If either of these applies to your order, please contact us as soon as possible so we can make it right.

If you need to cancel your order, please email us at info@malvaely.com as soon as possible. We kindly ask that you reach out within 48 hours of placing your order.

Refunds can only be issued if your order has not yet been shipped. Once an order has been shipped, we are no longer able to process a refund.

Thank you for your understanding.

If you experience any issues with your order, we kindly ask that you contact us first before reaching out to your bank or starting a dispute. We are committed to resolving problems directly and making sure you are taken care of.

Chargebacks can result in high fees for small businesses, so we truly appreciate the opportunity to help you personally before it reaches that point.

Thank you for your understanding and cooperation.

If you need to change your shipping address, please fill out our Address Change Request form.

Make sure to submit the form as soon as possible so we can update your order before it ships.

Yes, you can combine your orders. Please fill out our Combine Order Form to submit your request.

Be sure to do this as soon as possible. We are unable to combine orders if one has already been shipped.

Also, keep in mind that if one of your orders contains pre-order items and the other does not, the entire package will ship only once all pre-order items have arrived.

Yes, we can hold your order upon request. Please leave a note during checkout or email us at info@malvaely.com to let us know.

When you are ready for your order to be shipped, just send us another email to confirm. We are always happy to help, so feel free to reach out with any questions or concerns.