Refund policy

At Tonalix Studios, every mask and prop is handcrafted, finished, and packaged by a single artist. Because each piece is made individually, shipping times and processes differ from mass‑produced retail items. We aim to be transparent about how and when your order ships.


Processing Time

All items are made to order unless otherwise stated.

Typical processing times:

  • Handmade masks & props: 1–3 weeks

  • Custom or complex builds: 3–6 weeks

Processing time refers to the time required to create, finish, and prepare your item before it ships. This timeline may vary depending on:

  • Order volume

  • Material availability

  • Drying/curing times

  • Weather conditions affecting paint or resin

You will receive a shipping confirmation email once your order has been completed and shipped.


Shipping Methods & Delivery Times

We ship using trusted carriers such as USPS, UPS, or FedEx. Delivery times depend on the carrier and your location.

Estimated delivery windows:

  • Domestic (USA): 3–7 business days

  • International: 7–21 business days

These are estimates provided by the carrier, not guarantees.


Carrier Delays

Once your order has been shipped, delivery is the responsibility of the carrier. Delays caused by:

  • Weather

  • Holidays

  • Customs

  • Carrier backlogs

  • Incorrect addresses

are outside of our control and do not qualify for refunds or cancellations.

We ask customers to allow the full carrier‑estimated delivery window to pass before filing a claim.


Tracking Information

All orders include tracking. Tracking may take 24–48 hours to update after the label is created.

If your tracking shows no movement or unusual delays, please contact the carrier first, then notify us so we can assist.


Lost or Stolen Packages

If your package is marked “delivered” but you did not receive it:

  1. Check with neighbors or household members

  2. Verify the shipping address

  3. Contact the carrier for GPS delivery confirmation

  4. Notify us at support@tonalixstudios.com

We will assist you in filing a claim, but replacements or refunds for lost/stolen packages are handled case‑by‑case, depending on the carrier’s investigation.


Returns, Refunds & Return Shipping

Because most items are handmade and produced individually, returns are only accepted if the item arrives damaged or defective.

  • 3D printed kits (unpainted) — returnable within 30 days if unused and in original condition. Buyer covers return shipping.
  • Finished replicas, custom commissions, hand-painted props — all sales final, no returns or refunds once production begins. Cancellations accepted within 24 hours of purchase.
  • Digital downloads (STL files) — non-refundable once delivered.
  • Damaged/defective items — contact us within 7 days of delivery with photos and we'll repair, replace, or resolve.
  • EU customers — have a 14-day cooling off period by law.

If your item arrives damaged or defective, please contact us within 7 days of delivery at:

support@tonalixstudios.com

Include:

  • Your order number

  • Photos of the damage

  • A brief description of the issue

If a return is approved:

  • The buyer is responsible for return shipping costs

  • Items must be returned unused and in original condition

  • Once received and inspected, refunds are issued within 5–7 business days

Shipping costs are non‑refundable unless the issue was caused by our error.


Custom & Made‑to‑Order Items

All custom masks, replicas, and made‑to‑order pieces are non‑refundable and non‑cancellable once production has begun.

These items may only be returned if they arrive damaged or defective.


Order Cancellations

Orders may be canceled within 24 hours of purchase. After 24 hours, materials and production may have begun, and cancellation may not be possible.


International Shipping

International customers are responsible for:

  • Customs fees

  • Import taxes

  • VAT

  • Duties

These charges are determined by your country and are not included in our prices.

Customs delays may extend delivery times.


Packaging

Every item is:

  • Hand‑packed

  • Individually cushioned

  • Inspected before shipping

We take great care to ensure your piece arrives safely.


Color & Appearance Disclaimer

Many Tonalix Studios pieces use:

  • Metallic paints

  • Patinas

  • Iridescent coatings

  • Reflective pigments

  • Specialty finishes

These materials can appear different depending on:

  • Lighting conditions

  • Camera settings

  • Screen displays

  • Angle of view

Minor variations in color or sheen are normal and do not qualify as defects.


Small Artisan Studio Notice

Tonalix Studios is a small independent art studio run by a single creator. Every mask and prop is:

  • Handmade

  • Hand‑finished

  • Hand‑packed

  • Personally inspected

We appreciate your patience and understanding. Supporting small creators means supporting real craftsmanship, not mass production.