borderlinepunkdesign.

💌 Shipping & Returns Policy📦

📦Processing & Shipping:

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🖤Orders are typically processed within 1-10 business days. (Mon-Friday)

(Our processing time may seem a bit long - it is because Lilith has painful fibromyalgia flares frequently, and other chronic pain issues from her near death scare (yikes) surgeries, so the extra time is necessary for her health. This makes things run way smoother and are way less stressful, resulting in less pain flares/reduced pain. Thank you so much for your patience and understanding on this!)

🖤You’ll receive tracking information once your order has shipped. Please note - your tracking code may not update as soon as the tracking email is sent to you, those go out automatically as soon as we print out the associated shipping label for your order. When your package is packed up and given to USPS, that is when it will begin showing shipping status! You can also always feel free to email and ask for any order updates if needed!

🖤Please double-check your address before checkout — we cannot replace packages sent to incorrect addresses.

🖤International customers are responsible for any customs duties, taxes, or import fees. Once your package leaves the U.S., tracking updates may vary by country.

💕 Returns & Exchanges

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Chewelry and other personal-use sensory items/chew cords/chew hoodies are final sale for health and safety reasons. We also do not accept back mystery boxes, grab bags, or items that were sold for charitable fundraising. We do not replace damaged chewerly, as it is natural and part of what makes chewelry safer for chewing on.

For all non-chewable items (fidgets, communication cards, etc), we accept returns within 7 days of delivery, provided the item is in it’s original condition.

To start a return, please contact us at customerservice@borderlinepunkdesign.com with your order number (a # followed by a series of numbers and letters found on any confirmation email regarding your order) and reason for return.

⚠️ Wrong Items, Return to Sender Packages, Damaged, or Defective Items

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If your item arrives damaged or incorrect, please email us within 7 days of delivery with photos and your order number (a hashtag followed with a series of numbers and letters found on your order emails) so we can help make it right!

If you believe your package has been returned to sender (RTS) and you haven’t received an email from us, please reach out to customerservice@borderlinepunkdesign.com.

Sometimes returns take the long way back to us, and we don’t always receive them directly.

If we do receive your RTS package, we’ll email you.

If we don’t hear back within 5 business days, we’ll issue a refund to you.

Once your package leaves our office, we recommend contacting USPS for shipping issues, as those are not something we can typically help with.

💬 Contact Us:

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General Customer Service:

customerservice@borderlinepunkdesign.com (checked more frequently, best for order mishaps, general questions)

Lilith’s Direct Email:

Lilithjasper@borderlinepunkdesign.com (checked less frequently, better for business inquiries and direct messages!)

We’re always happy to help you guys out in the ways we can! Thank you for supporting a small business built with care, creativity, a lot of spooktacularity, and community in mind. (🦛and occasionally, a very floppy hippo who wants to remind you to drink some water!✨)

🦇When do you restock? Fridays, at around 6 pm! (EST). It is usually announced on my instagram story (@borderlinepunkdesign) and email list (join here: https://borderlinepunkdesign.myflodesk.com/borderlinepunkdesignsignup )! 🦇Where do you ship to?

We currently ship to the United States. United Kingdom, Canada, Australia, and Germany.

Chewlery Safety:

🦇All of our chewelry (referring to all of our different chews, chew necklaces, chew bracelets, chew charms, etc) is designed for oral sensory support using high quality, 100% food grade silicone, and is generally safe, unless misused. Safety is always our top priority, and it’s important to understand how to use chewelry responsibly.

🦇When used correctly, chewelry is generally safe and can be a helpful tool for many people for self-regulation and sensory support, that has been recommended to many individuals by occupational therapists and other qualified professionals.

🦇Chewelry should always be inspected regularly for any signs of damage, such as tearing, cracking, or thinning. If damage is noticed, the item should be replaced immediately to prevent choking or injury. It’s also a good idea to monitor for signs of overuse of chewerly, and to rotate chew tools when possible. (All chewelry will naturally break down over time with regular use. Chewing creates repeated pressure and friction, which gradually wears down even the most durable materials - this is completely normal and just means the chewelry is doing its job.) Keep the frequency of your chew use in mind and use moderation as needed.

🦇Chewelry needs to be cleaned regularly. Washing with soap and warm water frequently (ideally after each use) is the simplest and most effective way to do this.

🦇We do not recommend our chews for individuals who may not be able to recognize or respond to potential safety risks, such as choking hazards, wear and tear, or when chewlery becomes dirty and needs to be cleaned. We also do not recommend these for teething babies or children. While regarded safe generally, If you have tooth concerns, braces, or other mouth appliances, consider visiting your dentist to discuss the use of chewelry. Their expertise and experience will help you determine if it's a good fit for you!