Here are the answers to common Frequently Asked Questions.
Q: How much is shipping?
A: Shipping to the domestic United States is FREE. International shipping starts at $12.00 with free shipping on jewelry or chainmaille orders of $200+. Gemstone Trees are shipped on a case-by-base basis.
Q: Do you ship worldwide?
A: I currently only ship to the US, Canada, the UK, and Australia.
Q: When will I get my order?
A: In-stock items ship within 2 business days (Monday - Friday) unless I am traveling/vending at a convention. All orders are trackable within the US. Domestic orders usually arrive within 3-7 business days of shipping. Tracking availability for international orders varies by country. International orders typically arrive within 2-6 weeks, but delays do happen. Made to Order items will not ship until the estimated time period stated in the product description. Please note that delays may occur and shipping estimates are not guaranteed.
Q: Do you offer priority/rush shipping?
A: I do not offer rush shipping at this time.
Q: Do you offer insurance on shipping?
A: Insurance is included for all international orders and for all domestic orders over $30.
Q: My tracking number says my package was delivered but it wasn't. What do I do?
A: Please start by checking your tracking number. If the package has been marked as delivered, contact your post office ASAP to see if they have information on your package. Check with roommates, neighbors, and/or apartment management to see if your package was mixed up or picked up by them.
Q: I am an international customer and my tracking number has stopped updating. Is my package lost?
A: Different countries handle the tracking numbers differently, and it can vary on a package by package basis. Most of the time, the tracking number for standard shipping will stop updating once the package has left the US (final scan will say "International Distribution Center") or is received by your country's post system because it is the prerogative of the destination's postal system whether or not to enter the tracking number into their system. However, your package is fully insured and is most likely in transit. If your package does not arrive after 8 weeks of the ship date, please send an email to firstname.lastname@example.org with your order number and I will assist you. Do not wait more than 115 days from the shipping date to contact me. Past this timeframe, orders are ineligible for insurance claim refunds.
Q: I am an international customer and my tracking number is stuck with the status "pre-shipment" or "label created." Is my order lost?
A: It's probably just fine and on its way! This is likely a glitch with USPS. Please visit www.goglobalpost.com/track and input your tracking number for up-to-date tracking info.
Q: Can you combine my shipping if I place multiple orders?
A: Yes! Include a note at checkout with previous order numbers and request combined shipping. Alternatively, email me at email@example.com as soon as possible with your order numbers. If your orders have already shipped, they can't be combined, so please be prompt with requests for combined shipping. For international buyers, if your orders are able to be combined, I will refund any excess shipping charges.
Q: If I order an in-stock item with a preorder item, when will my items ship?
A: Orders containing preorder items will not ship until all items are available to ship. If you need your in-stock items sooner, please purchase them separately.
Q: I accidentally entered the wrong address for my order. What do I do?
A: Please email me at firstname.lastname@example.org as soon as possible with your order numbers and the correct shipping address. If the order has not shipped, I can change the address. If the order has shipped, I am not responsible for missing orders sent to incorrect or undeliverable addresses provided by the buyer and no refunds will be issued. If the order is returned to me in good condition, you may purchase additional shipping and have your order reshipped, or you may receive a refund minus the cost of shipping and a 10% restocking fee.
Q: Will you mark international orders with a lower value to avoid customs and/or taxes?
A: No, this is illegal. Buyers are responsible for all taxes and fees associated with their orders. Orders returned due to unpaid taxes/fees will receive a refund minus the cost of shipping and a 10% restocking fee.
Q: Can I include a gift message or a note with my order?
A: Yes, I have included a form at the checkout for you to write your message and verify the name and shipping address of your gift recipient.
Q: The product I want is out of stock; will it be restocked?
A: No. The gemstone trees and beaded spiders I create are all one of a kind. Most of my jewelry is one of a kind. Once Made-To-Order items are gone I will not be relisting them. You can request a custom order if you want something exact.
Q: Will [item] still be available on [date]?
A: I have no way to predict when items will sell out. If there is an item you wish to purchase, it is best to do so as soon as possible.
Q: Do you offer cancellations, returns, or exchanges?
A: All sales are final and I do not offer cancellations, returns, or exchanges. This applies to preorders and back-ordered items as well. Please read each listing carefully before purchasing. If there is a problem with your order, please email me at TheBeadMuseTx@Gmail.com as soon as possible with your concern so I can assist you. For payments via PayPal, in the event that a refund is granted, the refund will have the PayPal fee deducted from your total refund.
Q: Can I put an item on hold?
A: No, non-custom items will not be held without payment.
Q: I accidentally ordered the wrong item/s by mistake. Can you substitute a different item for me?
A: For record-keeping accuracy, I cannot offer substitutions for any items in your order. If an order is corrected before the items are shipped, I can correct the shipment and issue a partial or total refund for the mistaken item. If an item is shipped, no refunds will be issued.
Q: Do you offer wholesale orders?
A: I offer wholesale orders on a case-by-case basis, so please feel free to email me at email@example.com to discuss options.