Frequently asked questions

Everything you may need to know.

Find answers about placing an order, payments, shipping, tracking, products, returns and working with Lévietate. Select a section below or browse the complete guide.

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Begin with the subject closest to your question.

Each section expands directly on the page, so you can find the information you need without moving through several separate support pages.

Orders Payments Shipping Tracking Products Returns Retail Partners Contact

Before You Contact Us

The fastest answer is often already here. For questions about a specific order, keep your order number nearby so the studio can help you more efficiently.

01 · Orders

Placing and managing an order.

Information about confirmation emails, order changes, cancellations and multiple purchases.

01 How do I know my order was successfully placed?

A confirmation email is sent after checkout is completed successfully. Please review the order details and shipping address as soon as the email arrives.

If you cannot find it, check your spam, junk or promotions folder and confirm that the email address used during checkout was entered correctly.

02 Can I change my address after placing an order?

Contact the studio immediately with your order number and the correct address. An address can only be changed before the order has been packed, processed or transferred to the shipping carrier.

Once a parcel has entered the carrier network, Lévietate may be unable to redirect it.

03 Can I add another item to an existing order?

Orders cannot always be edited after checkout. You may place a second order and contact the studio promptly to ask whether the parcels can be combined.

Combining orders is not guaranteed and depends on fulfilment status, packaging requirements and shipping labels already created.

04 Can I cancel my order?

Cancellation requests must be sent as soon as possible. Orders that have already entered fulfilment or have shipped may no longer be eligible for cancellation.

Review the current returns policy before placing an order.

02 · Payments

Checkout, currency and payment questions.

Information about accepted checkout methods, transaction security, displayed currency and declined payments.

01 What payment methods are accepted?

02 Is checkout secure?

Payments are processed through the secure checkout services connected to the Lévietate website. The studio does not receive or manually store your complete payment-card details.

Information about how website and customer data are handled is available in the privacy policy.

03 Which currency will I be charged in?

04 Why was my payment declined?

A payment can be declined because of incorrect billing details, insufficient funds, a bank security check, location restrictions or a temporary payment-service issue.

Confirm your billing information and contact your bank or payment provider when the reason is unclear.

03 · Shipping

How orders travel from the studio to you.

Information about fulfilment time, shipping rates, international delivery and customs obligations.

01 Where do orders ship from?

02 How long does order processing take?

Processing time is separate from carrier transit time. Current fulfilment estimates and any temporary delays should be reviewed on the shipping policy and applicable product page.

Preorder and preproduction products follow the timeline stated in their individual listing.

03 How are shipping costs calculated?

Available shipping methods and costs are calculated during checkout using the destination, parcel size, parcel weight and available carrier services.

Any free-shipping offer is subject to the locations, order values and conditions displayed at the time of purchase.

04 Will I have to pay customs duties or import taxes?

International orders may be assessed customs duties, taxes, brokerage or handling fees by the destination country or carrier. These charges are determined outside Lévietate and are generally the recipient’s responsibility unless checkout states otherwise.

04 · Tracking

Following your parcel after dispatch.

Information about tracking emails, delayed scans, delivery notices and parcels that appear to be missing.

01 When will I receive tracking information?

When tracking is included with the selected shipping service, a dispatch email is sent after the label has been created or the parcel has been processed.

It can take additional time for the carrier’s first scan to appear.

02 Why has my tracking not updated?

Carrier scans can be delayed between facilities, especially during weekends, holidays, customs review or periods of high parcel volume. A temporary pause does not necessarily mean the parcel has stopped moving.

03 My parcel says delivered, but I cannot find it. What should I do?

Check entrances, parcel lockers, concierge areas, household members and nearby neighbours. Carriers may occasionally mark a parcel delivered shortly before it is physically left at the address.

If the parcel remains missing, contact the carrier directly and then contact Lévietate with your order number and any case or reference number supplied by the carrier.

04 What happens if my parcel is returned to the sender?

Contact the studio after tracking shows the parcel is returning. The next step will depend on why it was returned, the condition in which it arrives and the cost of shipping it again.

Additional shipping charges may apply when a parcel is returned because of an incorrect address, refusal, failed delivery attempts or non-collection.

05 · Products

About decks, editions and product details.

Information about product variations, guidebooks, preproduction listings and caring for your collection.

01 Are Lévietate decks independently created?

Lévietate is an independent Canadian art and publishing studio. Product development brings together research, writing, illustration, symbolism, packaging and creative direction as one connected practice.

More information about the work is available on the studio page.

02 Does every deck include a guidebook?

Not every collection includes the same written material. Some include a full guidebook, some include a companion booklet or pamphlet, and some are designed for intuitive reading without a traditional guidebook.

Review the “What’s Included” section of the individual product page before purchasing.

03 What does preorder or preproduction mean?

A preorder or preproduction listing is for an item that is not ready for immediate dispatch. The estimated release or fulfilment period is shown on the product page.

Production dates can change when manufacturing, freight, customs or quality-control timelines change. Important updates are communicated when necessary.

04 How should I care for my deck?

Store cards in a clean, dry location away from moisture, excessive heat and prolonged direct sunlight. Clean, dry hands help protect printed surfaces, edges, coatings and foil details.

Keeping the original box provides protection and reduces the need for additional storage products.

06 · Returns and Problems

When an order does not arrive as expected.

Information about damaged products, incorrect items and reviewing the current returns policy.

01 What should I do if my order arrives damaged?

Contact the studio promptly and include your order number, a description of the issue, clear photographs of the product, and photographs of the external and internal packaging.

Keep all packaging until the claim has been reviewed, as the carrier or studio may require additional evidence.

02 What if I received the wrong product?

03 Can I return an item because I changed my mind?

Eligibility depends on the current returns policy and the nature and condition of the product. Please read the complete returns policy before ordering and before sending any item back.

Do not return a product without contacting the studio and receiving instructions first.

04 Are small variations considered defects?

Minor differences in colour, foil placement, print registration, texture, natural materials or handmade finishes can occur between production runs and individual pieces.

These variations are not always manufacturing defects. Contact the studio with photographs when you are unsure.

07 · Retail and Creative Partners

Wholesale, stockists and affiliate relationships.

Information for retailers, creators and customers searching for Lévietate products through an approved partner.

01 How can my store carry Lévietate products?

Visit the wholesale page for programme details and application information. Include your store name, location, website, social links, time in business and the collections you are interested in carrying.

02 Where can I find Lévietate in person?

03 Does Lévietate have an affiliate programme?

The affiliate programme is intended for aligned readers, educators, reviewers, artists and creators who want to share the work honestly with their audience.

Applications are reviewed for relevance, authenticity and creative alignment.

Detailed policies for the finer print.

This FAQ provides a practical overview. The full policies govern purchases, fulfilment, website use and personal information.

Still Need Help?

Send a clear description of your question to the studio. For order-related support, include your full name, order number and any relevant photographs or carrier information.

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