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Q: HOW LONG DOES IT TAKE TO PROCESS MY ORDER?
A: We process the orders within 2 business days. Processing means to pull, check and pack your order, and to have your shipping label processed. Mail pick-ups are done daily and if your order is ready to ship, it will go out by the end of the 2nd business day. If not, it goes out the next business day.
Q: WHERE DO YOU SHIP TO?
A: We ship locally and internationally. Some countries are restricted as there are issues with high theft within the postal services in some foreign countries. As a result, we are not willing to take the risk by shipping products to countries with high theft issues.
Q: WHAT ARE THE SHIPPING COSTS?
A: Shipping charges are based on weight and type of items. Please access our shipping calculator at the checkout page for shipping estimates. Please enter the necessary information to receive your shipping quote.
Q: I CAN’T SEEM TO ACCESS THE SHIPPING CALCULATOR. IS THERE A PROBLEM WITH YOUR WEB SITE?
A: No. The Shipping Calculator requires updated JAVA on your web browser. If it does not load, you will need to update your web browser version in order to use our shipping calculator. Please DO NOT ask us to provide a quote or have us invoice you as we do not know what you are purchasing nor can we give you a correct shipping estimate. You may also want to exit out of your current browser and try a different browser before accessing our site again. Try clearing the cookies on your browser as this may sometimes help.
Q: HOW LONG DOES IT TAKE FOR MY PACKAGE TO ARRIVE?
A: As much as we would like to give a definite day (especially foreign orders), we DO NOT work for the postal services or CUSTOMS. We do not know the transit times nor do we have access to that information. If you wish to track your package, kindly consider using USPS PRIORITY FLAT RATE BOX shipping or EXPRESS shipping, that will provide you with a trackable tracking number when your items ship.
Q: IF I ORDER TODAY, CAN I HAVE MY ITEMS SHIPPED THE SAME DAY?
A: We generally DO NOT process orders on the same business day. If you wish to urgently have your items processed immediately, please purchase your items as you would normally do but please provide the following:
a) A UPS or FEDEX account number so that we can have your package shipped using courier services. There will be a $5.00 handling charge. (Have this information in the COMMENTS section at check out).
b) Please pay for your purchase using a CREDIT CARD (Visa/MC/Discover).
c) State in the COMMENTS section that you wish to have your package shipped via FedEx/UPS (please indicate which service you’d like ie. Overnight, 2nd Day, etc.) and authorize that we can charge you the $5.00 handling charge on to your credit card.
d) Select any type of shipping method as you check out as this would not matter at this point. If you have to pay extra for the shipping, we will refund you the shipping costs since you are shipping using your own courier account.
Q: I LIVE IN THE PORTLAND/VANCOUVER AREA AND WOULD LIKE TO COME PICK UP MY ORDER. DO I STILL HAVE TO PAY FOR SHIPPING? CAN I PICK UP MY ORDER ON THE SAME DAY?
A: No, you DO NOT have to pay for shipping. No, you MAY NOT pick up your order on the same day. The same rule applies for local pick-ups. We take at least 2 business days to process your order. If you wish to pick up your order, please leave a note on the COMMENTS section and we will e-mail you when your order is ready for pick-up. There are SPECIFIC times for pick-up so, please do not come before receiving an e-mail from us, indicating that your order is ready.
Q: IT’S BEEN A WEEK AND I STILL HAVE YET TO RECEIVE MY ORDER. WHERE IS MY PACKAGE?
A: Transit times may take longer than usual if there’s a hold-up by the postal services. We ALWAYS ship on time. If there’s a hold on your package, sometimes, it could be that one item is on backorder and will be available within a day or two. If you DID NOT receiving an e-mail from STAMPS.com, 5 days after your order is placed, please e-mail us for tracking information.
Please note that we are also at the mercy of the postal services. If items are lost in the mail, we unfortunately DO NOT take responsibility over lost items. If items are shown DELIVERED by the USPS, but you DID NOT receive it, that is also NOT our responsibility. Please understand that we’ve done our part in shipping to your destination but if your package is stolen, we CANNOT afford to take responsibility on postal theft. If packages often get stolen in your area, please e-mail us prior to purchasing to request to have your packages shipped with SIGNATURE CONFIRMATION. We’d be more than happy to assist you with that option, in order to protect your package.
Q: MY PACKAGE IS STOLEN OR LOST IN THE MAIL. CAN YOU PLEASE REPLACE MY ITEMS?
A: We are sorry that your package did not get to you. We unfortunately ARE NOT responsibility for items lost in the mail. If you DID NOT receive your package after 30 days of purchase, please e-mail us. We understand that it is NOT FAIR to pay for something and not receive it in a timely manner. But also remember that we DID ship your items and we are NOT AT FAULT that the package was lost by the postal services or stolen. We will be more than happy to work with you if you wish to possibly have these items replaced.
There will be additional costs involved but we are willing to assist you in any way we can to locate the package or communicate with the postal services.
Q: I JUST PLACED AN ORDER, CAN I ADD TO MY ORDER OR CHANGE SOMETHING FROM THE ORDER TO ANOTHER PRODUCT ITEM?
A: NO. We cannot alter or change your order that has already been processed. Our system will NOT allow it nor do we wish to complicate things for our Order Fulfillment Department. No exceptions will be made at this time. Please understand that YOUR order is not the only one that we are packing for the day. We have many orders going through our system and one minimal change could potentially create chaos or confusion within the department. As a result, your order may not go out on time.
Q: CAN I ACCESS YOUR CPSC CERTIFICATES?
A: Yes, they are available on-line for PDF downloads. We ONLY provide certificates of compliance for items that require testing. If you wish to receive CPSC certs on items that do not require testing by the CPSIA, please contact us. We can make arrangements to have your items tested by the lab that we use. There will be a $40.00 testing and processing fee and it takes 45 days to get the results from the lab.
In addition, ONLY print the CPSC certs if you have purchased the materials from us. If you had purchased your items from other vendors besides us, please DO NOT violate the CPSIA laws by using our certs to represent the hardware that you purchased from other vendors. We have BATCH numbers on file for all the hardware that are tested.
Should you violate the CPSIA laws and upon us finding out, we will report you directly to the CPSIA.
Q: ARE YOUR CPSC CERTIFICATES UP TO DATE? THE DATES ARE OLD. WHAT ABOUT LAB RESULTS?
A: CPSC certificates do not have an expiration date. Updates would only take place when the clips are manufactured by a different manufacturer.
Q: I AM MISSING ONE CLIP FROM MY ORDER. WHY AM I GETTING SHORTED?
A: We are in this business to provide the material for hair bow makers and crafters and NOT to intentionally rip anyone off. We ship out thousands of clips on a daily basis therefore, we DO NOT hand count every single clip that goes out. All clips are packed using a digital counting scale be it in packs of 24’s, 50’s, 100’s or 144’s. Unfortunately, our scale may be off at times due to the unevenness on the clips but we try our best to calibrate our scale to avoid any inaccuracies.
If you don’t have the correct amount of clips in your package, please e-mail and let us know and we will note it in your order. For your next order, leave us a comment at checkout and we will give you the necessary replacements of any clip that did not have the correct amount.
Q: THERE ARE DEFECTS IN THE PRODUCTS YOU SENT ME. WHAT ARE YOU GOING TO DO ABOUT THIS?
A: Clips that are packed in 100’s or 144’s usually would have an extra few pieces in the pack to make up for any defective clips in the pack. We cannot avoid defective clips. The clips come in big bags that are packed in smaller packs. Defectives are bound to exist and we cannot always pick out the defectives although, we do try our best to pick them out while packing.
Any other craft products are pre-packaged before arriving into our warehouse. We try our best to briefly check the items for defects but keep in mind that we have over 2000 items in our store. It would be impossible for us to catch every single defect in a packaging.
Q: THE COLOR DOES NOT MATCH WHAT YOU HAVE ON YOUR WEB SITE. WHY IS THAT?
A: Due to difference in monitor settings and resolution, we cannot control how our images would show on your end. We try our best to portray the true real color of our products on our web site.
Q: I AM NOT HAPPY WITH THE PRODUCT I RECEIVED. I WANT MY MONEY BACK.
A: We are sorry that our products did not meet your expectations.
If we are at fault by sending you something defective, please do the following to receive any necessary replacements:
a) Take a copy of the defective item and a copy of the packing slip that came with your package.
b) E-mail the images to us at: firstname.lastname@example.org and describe the problem to us. We will forward your information to our shipping department to have this rectified as soon as possible.
If you have changed your mind on the products you ordered, you are more than welcome to send the items back to us as long as they are:
a) NOT USED OR OPENED. ITEMS HAVE TO BE IN ITS ORIGINAL QUANTITY AND CONDITION. PLEASE DO NOT ATTEMPT TO RETURN 10 OUT OF 12 HEADBANDS, OR HALF A BAG OF CLIPS. WE WILL NOT PROCESS ANY RETURNS THAT ARE HALF FULL OR INCOMPLETE.
b) RETURNED TO US WITHIN 14 DAYS OF PURCHASE WITH A HARD COPY OF THE PACKING SLIP and
c) PLEASE ATTACH APPROPRIATE POSTAGE WITH DELIVERY CONFIRMATION TO YOUR RETURNED PACKAGE PRIOR TO SHIPPING IT BACK TO US.
For more details, please visit our INFO page under RETURNS.
Q: I WISH TO RETURN MY ITEMS, PLEASE SEND ME A RETURN LABEL.
A: Unfortunately, product returns are at your responsibility. You will need to pay for the return shipping of your products that are sent back to us. Please attach appropriate postage and Delivery Confirmation to ensure that the package will get to us safely.
Q: I AM RETURNING SOME ITEMS BUT I DON’T WANT TO PAY RESTOCKING FEE. I WISH TO ORDER AGAIN. CAN I TAKE A STORE CREDIT INSTEAD?
A: If you wish to skip paying the restocking fees, please note down on your packing slip when you send back your returns that you wish to receive a STORE CREDIT instead and we will waive the 20% restocking fees. For more information on our RETURN POLICY, please visit our INFO page.
Q: I WISH TO RECEIVE WHOLESALE PRICES FOR LARGE QUANTITY ORDERS. CAN I PURCHASE AT THE WHOLESALE LEVEL?
A: We offer the lowest prices in the industry and the prices you see on our web site are truly at the wholesale level even thgouh we sell to everyone in the general public. If you are thinking of purchasing in a tremendously large scale ie. a case of headbands (2,000 pcs and up), or 1 bulk bag of clips (5000 pcs and up), please e-mail us at email@example.com We will be more than happy to work with you so that you will get the lowest price for your bulk order. Keep in mind that bulk ordering of items DO NOT include FREE SHIPPING for local orders. You are responsible for the freight charges and shipping fees.
Q: DO YOU STOCK EVERYTHING THAT YOU SELL?
A: We try our best to keep full stock of every item that we sell. At times, our products may go on backorder while we wait for the next shipment to arrive. Sometimes, it would only be a week or two but occasionally, there are products that require a wait time of 30 – 60 days to have it shipped to us from overseas. We appreciate your patience and kind understanding.
Q: CAN I BUY SINGLE COLOR APPLIQUES?
A: Yes, you can, provided that we have them available and in stock. For SINGLE COLOR appliqués, you will need to purchase a minimum of 250 pieces PER COLOR and NO MIXING please. There will be a flat handling fee of $5.00 per custom order.
CUSTOMER SERVICE QUESTIONS
Q: WHY CAN’T I SPEAK TO SOMEONE LIVE ON THE PHONE?
A: We unfortunately do not have the manpower to support Live Customer Service at this time. We believe that any questions or comments can be easily answered via e-mail. In fact, it is a better way to solve any issues you may have as everything is put in writing. If you wish to communicate with us, please e-mail us your questions, comments, complaints, kudos to: firstname.lastname@example.org
Q: HOW LONG DOES IT TAKE FOR YOU TO RESPOND TO MY E-MAIL(S)?S
A: We usually will respond to your e-mail(s) within 24 – 48 hours. Sometimes, it may take us a tad longer should we have experience a high volume of e-mails in a day. If we did not write back immediately, WE ARE NOT IGNORING YOU. We may have NOT received your e-mail if your e-mail went straight into our SPAM mailbox. We try our best to check our SPAM mailbox on a weekly basis.
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