FAQs | EvanRuby Shop

To connect with us, there are several convenient options:

#. Reach out via our Contact GET IN TOUCH on the website, where you can leave a message or inquiry anytime.

#. Use our website's Chat box for assistance during operational hours.

#. If you prefer verbal communication, give us a call at (312) 380-1227 (NOTE: Calls are monitored on a recorded line and may take up to 3 business days or longer for a response).

For the fastest response, we recommend contacting us via Contact Page, ensuring prompt written assistance with your inquiries. Your satisfaction is our priority, and we're here to help. 

To make things simple and easy sizing for each individual product is located its product page.

We use the United States Postal Service (USPS), and the United Parcel Service (UPS) for all our products. All products are made to order and packaged by us at our artist studio.  Please allow up to two weeks for us to verify, process and fulfill your order. 

Orders are processed pending item availability/payment approvals and shipping service selections. We reserve the right to cancel an order at anytime. Similarly, we reserve the right to request additional information from our customers for verification purposes.

Yes. You can place an order as a guest with no obligation to create an account. We recommend creating an account if you’d like to check your order history and have shopping cart items and payment details saved for next time. Use this LINK to create a new account:

https://shopify.com/72219492658/account

The shipping address for your order is shown at checkout. If the wrong addressed was entered incorrectly or did not update when you revised your address details, EvanRuby cannot accept any responsibility and is not liable for any associated loss or compensate for any additional shipping costs.

Address changes can only be updated before an order leaves our art studio. We cannot make any cancellations or address changes for any orders after your order has started being made.

Once orders are placed and begin being processed they cannot be altered. If you wish to include additional items, kindly initiate a separate order for each item.

About Cancellations:

Our processing begins shortly after you place your order, limiting our ability to accommodate cancellations. While we do not guarantee cancellations, if you email us at customerservice@evanruby.shop  within 3 hours of order placement, we'll make every effort to assist you. Please be aware that once orders are processed by your credit card company, cancellations are no longer possible. We take extra steps to verify order details. If your order is cancelled by us before fulfillment, all charges are automatically refunded.

There are two (2) ways to track your order:

Once your order ships, you'll receive a tracking reference to monitor its progress online through the carrier, whether it's USPS (United States Postal Service) or UPS (United Parcel Service).

#1- Use the tracking information provided in your shipment notification email OR

#2- Log in to your website member account to track your order. NOTE: Once your product is shipped and registered in the carrier's official tracking system, our role in the tracking process ends.  If you've placed an order and haven't received its confirmation within 24 hours, please reach out to us at customerservice@evanruby.shop . Before contacting us, please check your spam or junk folder just in case the confirmation email got sent there.

Your Satisfaction Matters: We strive to fulfill every order promptly, but occasionally, cancellations may occur due to stock issues or at your request. If your order is cancelled on our end, we sincerely apologize and will promptly issue a refund.

We offer FREE SHIPPING for all orders. 

At Present, we only ship exclusively within the United States of America (USA).

Common Reasons for Missing Packages:

• Your package might have been delivered to a nearby neighbor.
• It could be in a different location on your property than usual.
• Sometimes, shipping carriers mark orders as delivered prematurely.

If you suspect your package is lost or stolen, we recommend reaching out to the shipping service provider, (your local United States Post Office or local United Parcel Service Office), to file a claim for the item(s). Additionally, consider contacting local law enforcement for further assistance. Our shipping partners provide tracking numbers once an order is processed and submitted. Orders become your responsibility once they are shipped to the address provided, following receipt of full payment.

Please be aware that we cannot be held liable for any damages to products that occur during courier shipping, nor for lost or stolen packages. While we offer tracking with every purchase, our ability to assist is limited to requesting re-sending of tracking information from the shipping service(s), which we will do by request.

Lastly, if a package is marked as delivered by the courier, we do not consider it lost.

Currently, we do not offer shipping to post office boxes.

We want you to have the best online shopping experience, so if you have any problems with your order please contact us via email using the link from our Contact Page.

All orders will ship as complete. If your order includes a pre-order item, the whole order will be held until the pre-order item is ready to ship.

Accepted Credit Cards: VISA, Mastercard, American Express, Apple Pay and PayPal. We do not accept WhatsApp, personal checks or money orders.

Tax Compliance Notice: As mandated by law, we levy taxes on all sold items, with rates contingent upon shipping/delivery locations and applicable tax laws. During checkout, taxes are integrated into the order total. The displayed tax amount is an estimate, subject to variation based on item origin/destination and other factors impacting tax rates.

We do not offer ‘price matching’ or ‘price protection’ in respect of items appearing on our website. For example, if you buy an item that later goes on sale, we do not offer refunds or credits to your original purchase price to discount it to the sale price. 

While we're happy our e-commerce store is growing; it doesn't come without its struggles. Shipping carriers are seeing industry-wide disruptions because of Covid-19, including United Parcel Service and the United States Postal Service. Sometimes their tracking links take longer than usual to update and delays due occur. Please allow up to 3 business days for us to verify and process your order, along with an additional 3 - 4 business days for delivery. We thank you in advance for your patience.

If you believe your package lost/stolen, we encourage you to contact the shipping service for your items; your local post office/UPS office to file claim for the item(s) and contact local law enforcement for additional support. ​Our shippers provide tracking numbers once an order is verified, processed and submitted.  Orders become your property at the time they are shipped to the address provided to us, provided that we have received full payment for the order.

NOTE - We cannot be held responsible for damages of products that occurred during courier shipping or be responsible for lost or stolen packages. We provide tracking with every purchase and our assistance is limited to requesting re-sending of tracking information by the shipping service(s).  If a package is marked as delivered by the courier the package will not be considered by us as lost. 

Three (3) ways to track your order:

Once your order ships, you'll receive a tracking reference to monitor its progress online through the carrier, whether it's USPS (United States Postal Service) or UPS (United Parcel Service):

#1- Simply use the tracking information provided in your shipment notification email or

#2- Log in to your member account on our website to track your order's journey. Once an item is shipped and registered in the carrier's official tracking system, our main role in the tracking process concludes.  Keep in mind that, in some instances, your order may have been shipped but the first scan might not occur for a couple of days after you’ve been notified that the package has shipped. 

Orders will remain 'In Transit' status until it reaches the next shipping hub. Sometimes packages may not have an updated scan for a number of days due to circumstances that are out of our control. If your package has remained 'In Transit' for 7+ days since the most recent tracking update, consider checking your spam or junk folder just in case the confirmation email got diverted there. If you still feel you need assistance, please contact us at customerservice@evanruby.shop so we can help investigate possible delays. 

#3 - Additionally, you may track your order from the HOME Page, under the Customer Service heading.

Any claims for a merchandise return/exchange must be submitted within three (3) to twenty (20) days after the product is documented as delivered. Returns will only be accepted if the item is in its original condition, unwashed, unworn, packaging with tags still attached and we reserve the right to adjust your return/exchange if your return arrives in a condition which does not meet our returns policy. Please include a copy of the original packing list with your return to avoid any delays in processing.

NOTE: Returns must be requested within 20 days from receipt of merchandise.

ADDITIONALLY - We reserve the right to correct, update or change our returns/refund/exchange policy at any time without notification.

NOTE: Returns/Exchanges are NOT accepted for sales and discontinued items.

We apologize if you receive a damaged product. Damaged products not documented to us as damaged within three (3) days of delivery and/or outside of a twenty (20) day return window as applicable cannot be returned or refunded by us as they are considered normal use wear and tear.

We are not responsible for damages of products that occurred during shipping. You are recommended to utilize the delivery confirmation number provided by the shipper for product claims occurring during the shipping process -  United Parcel Service (UPS), United States Postal Service (USPS).

However, if you receive a product that has a manufacturing defect, this issue must be reported to us within three (3) days of its delivery for consideration. Please utilize the Returns link located at the bottom of our web page under QUICK LINKS to start a service request.  Should it be determined that the damages are due to a defective product, we'll gladly send a replacement at no cost to you.  

While we strive to provide the most accurate digital representations of our products, variations in color may occur due to differences in computer monitors.

Need More Help? If you couldn't find the information you were looking for in our FAQs, please contact us through our  Contact Page  for further assistance.