Shipping & Refund Policy

Custom-Made Products

Most physical products created by Jocoin Studios are made specifically for an individual client according to agreed dimensions, designs, materials, finishes, themes, or other specifications.

Because custom projects are created specifically for the client, they are generally not eligible for standard returns or exchanges once production has begun, except where required by applicable law or where Jocoin Studios has agreed otherwise in writing.

Project Approval

Before or during production, clients may receive photographs, design references, measurements, renders, progress updates, or other information for review.

Clients are responsible for reviewing important specifications and communicating requested changes within a reasonable time.

Once a particular stage has been approved and fabrication has progressed, some modifications may no longer be possible or may require additional charges.

Handmade Variations

Our dioramas and collector displays may include handcrafted painting, textures, terrain, structures, weathering, finishing, and other artistic elements.

Minor differences in color, texture, positioning, surface appearance, or other handmade details are natural characteristics of handcrafted work and are not considered defects.

Payments and Production

The payment schedule for each custom project is established in the corresponding quotation, invoice, or written agreement.

An initial payment may be required before design or production begins, with additional payments due at agreed project milestones.

Unless otherwise agreed, any outstanding balance must be paid before the completed physical project is shipped.

Cancellations

If a client cancels a custom project after work has begun, amounts already paid may be partially or fully non-refundable depending on:

• Work already completed
• Materials purchased
• Custom components produced
• Design and development time
• Other costs incurred specifically for the project

Any refundable amount, if applicable, will be determined according to the stage of the project at the time of cancellation and applicable law.

Shipping Costs

Shipping charges are normally calculated separately from the project price unless the quotation or agreement specifically states otherwise.

Shipping costs depend on factors such as:

• Package dimensions and weight
• Destination
• Shipping carrier
• Service level
• Insurance or declared value
• Special packaging requirements

The client will be informed of applicable shipping charges before shipment.

Packaging

Custom dioramas and collector displays may require specialized protective packaging due to their size, weight, materials, and handcrafted components.

Jocoin Studios takes reasonable care in preparing each project for transportation. Depending on the design, certain components may be shipped separately and may require minor assembly or installation by the client upon delivery.

When necessary, instructions may be provided for unpacking, assembly, or installation.

Clients should follow any provided unpacking and handling instructions carefully.

Shipping and Delivery Times

Estimated shipping and delivery dates are provided in good faith based on information available from the selected carrier.

Carrier delivery estimates are not guaranteed by Jocoin Studios.

Delays caused by carriers, customs processing, weather, transportation disruptions, incorrect delivery information, or other circumstances outside our reasonable control may affect delivery times.

International Shipping

Jocoin Studios may ship custom projects internationally.

For international shipments, the recipient may be responsible for customs duties, import taxes, brokerage charges, or other fees imposed by the destination country or shipping carrier unless otherwise agreed in writing.

These charges are separate from the purchase price and shipping cost charged by Jocoin Studios.

Clients are responsible for providing accurate shipping and contact information required for customs and delivery.

Shipping Damage

Clients should inspect the package and product as soon as reasonably possible after delivery.

If a package arrives with visible external damage, we recommend photographing the package before opening it.

If the product has been damaged during transportation, the client should contact Jocoin Studios as soon as possible and provide:

• Photographs of the exterior shipping box
• Photographs of the internal packaging
• Photographs showing the damaged area
• A description of the damage
• Any relevant carrier documentation

The original packaging should not be discarded while a shipping damage claim is being reviewed.

This documentation may be necessary to submit or support a claim with the shipping carrier or insurance provider.

Jocoin Studios will work with the client and, where applicable, the carrier to determine an appropriate resolution based on the circumstances of the shipment and available coverage.

Lost Shipments

If tracking information indicates that a shipment may have been lost in transit, Jocoin Studios will work with the shipping carrier to investigate the shipment.

Any compensation, replacement, repair, or other resolution may depend on the carrier investigation, declared value, insurance coverage, and circumstances of the shipment.

Returns and Exchanges

Because custom-made products are created specifically for each client, returns or exchanges due to change of mind are generally not accepted once the custom product has been completed or shipped.

This does not limit any rights the client may have under applicable consumer protection laws.

If Jocoin Studios has made a significant error compared with the specifications agreed upon with the client, please contact us so the situation can be reviewed.

Repairs and Resolutions

When a legitimate issue occurs with a custom product, the appropriate solution will depend on the nature of the problem.

Possible resolutions may include repair instructions, replacement of a specific component, return for repair, carrier claim assistance, or another mutually agreed solution.

Jocoin Studios will evaluate each situation individually.

Incorrect Shipping Information

Clients are responsible for providing complete and accurate shipping information.

Additional shipping costs resulting from an incorrect or incomplete address, refused delivery, failed delivery attempts, or a shipment returned to Jocoin Studios may be the responsibility of the client, except where the issue was caused by Jocoin Studios.

Applicable Consumer Rights

Nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded under applicable consumer protection laws.

Where applicable law provides greater protection than this policy, the applicable legal requirements will prevail.

Changes to This Policy

Jocoin Studios may update this Shipping & Refund Policy when necessary.

The current version will be published on this page together with its effective date.

Contact

If you have questions regarding shipping, cancellations, refunds, or a custom physical project, please contact us through our Contact page.

Jocoin Studios
Quebec, Canada