Shipping policy

Last updated: September 29, 2026

This policy explains where MYTHUMI ships, how long orders take, what shipping costs, and what to do if a parcel is late, lost or damaged. MYTHUMI is located in Burlington, Ontario, Canada. Questions? Email us at official@mythumi.com.

Where we ship

Right now we ship only to addresses in Canada, and orders ship from within Canada.

We may add other destinations, including the United States, later. If a shipping option appears at checkout for your address, we can deliver there; if none appears, we can't yet. If another page on our site suggests otherwise, this policy and checkout reflect what we currently offer.

Every figurine is made to order

Each MYTHUMI figurine is personalised and made to order from the photo, style and instructions you give us, so it can't ship on the day you order. A label such as "In stock" on a product page means you can order that item now; your figurine is still made after you order it.

The design previews in our creator are AI-generated and approximate. The finished print can differ from the preview in likeness, colour and detail. Product images on our site are AI-generated illustrations.

Production time

Production time counts from the day you place your order, after you approve your design preview in the creator. Our artists then refine the digital 3D model based on that preview, print it in full colour, and inspect it by hand before it is packed.

Custom TTRPG miniatures: about 7 days from the day you place your order.
All other figurines: timing depends on the design and on how many orders we have in progress. We don't publish a fixed estimate for these yet, so if timing matters to you, email us before you order and we'll give you our best estimate.

Production times are estimates. Busy periods, holidays, hand-finishing (where offered), a reprint after our quality check, or a question about your photo or instructions can add time. If we need an answer from you, production waits until you reply. If your order is running noticeably behind, we'll email you.

Shipping cost

Shipping is calculated at checkout, and the options and prices shown there when you place your order are the ones that apply to it. As of the date at the top of this policy, our Standard rate for Canadian addresses shows as C$0.00 at checkout. That is not a permanent promise: if our rates change, the new rates will appear at checkout before you pay, and a change never affects an order you have already placed.

Delivery times

Your total wait is production time plus transit time. Transit time depends on the shipping service and where you are in Canada; rural and remote addresses can take longer. Delivery dates given by us or by a carrier are estimates, and carrier delays, severe weather and other events outside our control can affect them. A late delivery never takes away any right you have under consumer protection law, including any right to cancel an order that isn't delivered on time.

Order updates and tracking

After checkout, you'll receive an order confirmation email.
When your order ships, we'll email you a shipping confirmation. If the shipping service includes tracking, that email will contain a tracking number or link.

Can't find our emails? Check your spam folder. For an update at any time, email us with your order number.

Your shipping address

Please check your address carefully at checkout, including any unit or apartment number and your postal code. We ship to the address on your order.

If you notice a mistake, email us as soon as possible. We can usually change the address before your order ships, but we can't promise a change once the parcel is with the carrier.
If a parcel comes back to us because the address you gave was wrong or incomplete, or because it was refused or not picked up, we'll email you to arrange delivery again. You may need to pay the shipping for the second attempt.
Because each figurine is personalised and can't be resold, a parcel returned for these reasons isn't automatically refunded. Our Refund policy explains what we can offer.

Late, lost or damaged parcels

Late or missing

If your parcel hasn't arrived by its estimated delivery date, or its tracking has stopped updating, email us with your order number and we'll follow up with the carrier. Please get in touch within 30 days of your shipping confirmation email, so there is time to open an investigation with the carrier. If the carrier confirms the parcel is lost, or it still hasn't turned up after the investigation, you can choose a free remake, shipped at no cost, or a full refund of the order, including shipping. Our Refund policy explains how refunds are paid.

Marked as delivered but not received

First check around your home, with neighbours and with your building's mailroom. If the parcel still hasn't turned up, email us within 14 days of the delivery scan. We'll open a claim with the carrier and work with you on a fair outcome.

Damaged in transit or wrong item

If your figurine arrives broken or damaged, or the item you receive isn't the one you ordered, email us within 14 days of delivery with:

your order number;
clear photos of the figurine showing the damage, or of the item you received;
photos of the outer box, the inner packaging and the shipping label.

Please keep the figurine and packaging until your claim is settled, because the carrier may ask to see it. Once we've reviewed your photos, you can choose a free remake, shipped at no cost, or a refund for the affected item. You won't need to send a broken figurine back unless we ask.

When your figurine arrives

Our figurines are detailed full-colour 3D prints, and thin parts such as fingers, hair, ears, tails and accessories can be delicate. We pack every order to protect it on the way, but please open the parcel carefully, without pushing a blade deep into the box, and check the figurine and its base as soon as it arrives.

Damage that happens after delivery, for example from a drop, isn't shipping damage. For other problems, such as a defect, see our Refund policy. Our figurines are display pieces, not toys, so please keep them and any small parts away from young children.

Currency, taxes and duties

Our prices are set in Canadian dollars (CAD). Some visitors may see prices converted into another currency; checkout shows the currency and total you'll actually be charged. If sales tax applies to your order, it is shown at checkout before you pay. Orders shipped within Canada don't involve customs duties or import fees.

Shipping outside Canada

We don't ship outside Canada yet, including to the United States. If we add destinations, we'll update this policy first, including who pays any duties, import taxes or brokerage fees.

Related policies

Refunds, remakes and cancellations: Refund policy
The terms that apply to every order: Terms of service
How we handle your personal information: Privacy policy

Your rights and changes to this policy

Nothing in this policy limits any rights you have under applicable consumer protection law, including Ontario's Consumer Protection Act, 2002, or any law that replaces it.

We may update this policy. The date at the top shows when it last changed, and the version in effect when you place your order applies to that order.