Frequently Asked Questions
Have questions about ordering from EpiAL’s Shop? This FAQ page covers the details shoppers most often need, including shipping, returns, order tracking, product information, gift cards, custom requests, bulk orders, and general shop policies. EpiAL’s Shop is an independent online gift shop featuring original designs, epilepsy awareness products, cat lover gifts, faux government merch, apparel, accessories, books, journals, home décor, drinkware, and unique gifts with personality. Whether you are shopping for yourself, sending a thoughtful gift, or checking on an order, this page is here to help make the process simple, clear, and easy to understand.
ORDER FAQs ⤵
When will my order ship?
Most items are made to order, so production time may vary by product. Once your order ships, you will receive tracking information by email.
Do you offer free shipping?
Yes. We currently offer free U.S. shipping.
Do you ship internationally?
At this time, we only ship within the United States.
How can I track my order?
After your order ships, you will receive a tracking link by email. Use that link to follow your package’s delivery status.
Can I change my shipping address after placing an order?
Contact us as soon as possible if you need to change your shipping address. Because many items move into production quickly, address changes are not guaranteed once an order has been submitted.
Can I cancel my order?
Orders may be canceled only if production has not started. Since most items are made to order, please contact us right away if you need help with a cancellation.
Why did my order arrive in more than one package?
Some items are made and shipped by different production partners, so your order may arrive in separate packages. Tracking information will be provided when each shipment is on the way.
What should I do if my order is missing?
Check your tracking information first to see the latest delivery update. If your package shows as delivered but you cannot find it, check with your household, neighbors, mail carrier, or local delivery office. If you still need help, contact us through our support page.
What should I do if my item arrives damaged or incorrect?
Please contact us as soon as possible with your order number and clear photos of the item, packaging, and issue. We will review the problem and help make it right.
Do you accept returns?
Yes. We accept returns within 30 days for unused items. Items must be in their original condition.
How do I start a return?
Contact us through our support page with your order number and details about the item you would like to return. We will provide next steps.
Can I exchange an item for a different size or color?
Because many products are made to order, exchanges may not always be available. Contact us with your order number, and we will let you know what options are available.
Is checkout secure?
Yes. Checkout is processed through Shopify’s secure checkout system.
Where can I get help with my order?
For order questions, returns, damaged items, or shipping concerns, use our contact form (link in main menu).
STORE FAQs ⤵
What kind of shop is EpilepticAL.com?
EpilepticAL.com is an owner-operated online shop featuring cat-inspired designs, epilepsy awareness items, faux government-style graphics, expressive gifts, apparel, accessories, home decor, and conversation-starting pieces.
Who runs the shop?
EpilepticAL.com is owner-operated, which means there is a real person behind the products, designs, and customer support. Read more here.
Who is AL?
AL was a beloved cat with epilepsy whose story inspired this shop. His journey helped raise awareness about feline epilepsy and the need for better understanding, treatment, and support for animals and people living with seizures.
Are your products handmade?
Most products are made to order through trusted production partners. Designs are created for the shop, then printed, produced, and shipped after an order is placed.
Why are items made to order?
Made-to-order production helps reduce waste by creating each item only after it is purchased. It also allows us to offer a wider variety of designs, sizes, colors, and product types.
Do you keep items in stock?
Most items are not kept in stock. They are produced after purchase, so production and shipping times may vary by item.
Can I cancel my order?
Orders may be canceled only if production has not started. Since most items are made to order, please contact us right away if you need help with a cancellation.
Can I request a custom design?
Custom design availability may vary. Use the contact page to send your idea, and we will let you know whether it is something we can offer.
Do you offer bulk orders?
Yes. Bulk and wholesale inquiries are welcome. Contact us with the product, quantity, and deadline you have in mind.
Are the faux government designs official?
No. Faux government designs are parody-style graphics created for humor, personality, and everyday fun. They are not affiliated with, endorsed by, or connected to any government agency.
How do I contact the shop?
Contact us through our online contact form (link in main menu).
PRODUCT FAQs ⤵
Are product colors exactly as shown online?
Colors may vary slightly depending on your screen settings and the production process.
How do I choose the right size?
Check the size chart on each product page before ordering, since sizing can vary by product and brand.
Do apparel items run true to size?
Fit can vary by product. Product descriptions include fit notes when available, such as relaxed fit, slim fit, oversized, or garment-dyed.
How should I care for my item?
Care instructions are listed on each product page. Following them helps keep prints, fabric, and finishes looking their best.
Are your designs available on multiple products?
Many designs appear on more than one product type. Search the design name or browse related collections to find matching items.
Where are your products made?
Products are made through trusted production partners. Most items are printed and fulfilled in the United States, though exact production location may vary by item.