Frequently Asked Questions:
Q: Are your toppers shaped to my frames before shipping?
A: No! All of our toppers are made and shipped flat and unshaped.
Our Crafting Blanks will need to be shaped to your frame for proper fit. You can watch our helpful Youtube Video which shows how to use your household hairdryer to shape your frame.
Our Custom Toppers are thinner and more flexible, and with our high strength magnets will normally hold to the frame without shaping. Some frames with more pronounced curves may require a quick trip under the hairdryer to hold better.
Finally, by shipping flat and unshaped, we save shipping costs as we do not need boxes to protect the shape, and it allows customers to more easily customize our Crafting Blanks.
Q: Why don't you ship to New York State?
A: Our Facebook Post on this question goes into a bit more detail, but simply put, to legally sell to New York State residents and addresses we must collect Sales Tax in New York. The current system of reporting and per-county taxation requires a significant monthly software cost, in addition to excessively-frequent reporting to the state, relative to our volume. Basically - the time and cost burden on a small home-hobby business is just too much, and we would have to raise our prices for everyone to do it.
Q: Can you ship to Canada? Europe?
A: Yes we can! We have several shipping options available to our Canadian and European friends. Unfortunately, most incur a significant delay for customs processing. Our economical shipping methods (Simple Export Service and USPS International) generally take 1-2 weeks to arrive to Canada, and 2-6 weeks for Europe. We also ship UPS as well which can be significantly faster, but more expensive. All our shipping rates are shown during checkout. If your country isn't listed it is not supported by our shipping partner. Note, the customer is responsible for all duty and customs fees.
Q: How long does it take to ship my order?
A: Our processing time varies. Generally we strive to have our Crafting Blanks and Brows in-stock for quick processing. Custom toppers generally take one to two days as each is made to order. Under certain circumstances we may need anywhere from 1 - 3 business days to process your order. Generally orders of more than 5 of a single color and compatible style (eg 10 Clear Wanda Crafting Blanks) will trigger a delay as we build your order.
Q: How can I ensure my delivery arrives in time for the holidays?
A: For US Customers using USPS Ground Advantage, orders placed before November 27th will arrive by December 7th, and orders placed before December 13th will arrive by December 25th. Canadian customers with ground shipping should order before November 30th for arrival by December 25th. (Note international shipping is not guaranteed to arrive on time, please order early.)
We do offer other faster delivery services, including overnight delivery. Please allow for 1-2 business days for us to process and prepare your order.
Q: What does this order status mean?
A: Once you place your order it will be "Awaiting Processing." Most orders will go on to the "Processing" stage where we pull your order from our stock and prepare it for shipment. Rarely, some orders will see "Processing - In Production" instead. Orders in this state will typically have a 2-3 business day delay as we get your order through our production process. This is generally only seen for new products, or for orders that contain multiple large quantity items. Finally your order will be "Shipped" and a tracking number emailed to you.
Q: I just got a tracking number, but the carrier says it's not shipped yet!
A: We will automatically email you your tracking number as soon as we print your label. From that point, depending on the day of the week and time of day your shipment will be handed off to the carrier later that day, or the next business day. Once they receive and process the package you will begin to see tracking information.
Q: What happened to First Class Delivery?
A: On July 9th, the US Postal Service rebranded First Class Package service into Ground Advantage. Packages shipped after July 9th will see this on the package label, but it will take some time for this to be reflected on our site, in invoices, and emails. For the vast majority of our shipments this is no change to you other than in name only.
Q: Do you have this Style? What about this color?
A: Our Custom Toppers and Crafting Blanks are available in 18 compatible styles and our Crafting Blanks and Brows in 40 different colors. We love to hear from people who want new colors and new styles so that we can prioritize new additions based on your feedback.
Q: Do you do custom work?
A: We do, from time to time, some custom topper work for customers. Please reach out to us via chat or email and we can discuss.
Q: Do you accept returns?
A: We want you to be happy and look good in our toppers. If you have a problem with them, please reach out to us and we'll do our best to help. If you wish to return a defective or problem topper we can either replace it at no cost to you, or issue a refund. If you don't like your topper, you can return it in like-new condition (unshaped) for a refund or exchange. Please note however that "Bargain Bin" items are not returnable.
Q: How do I get my glow in the dark toppers to work?
A: As a special promotion for Halloween we have produced a limited number of green and blue glow in the dark toppers. The glow is activated by UV light like natural sunlight or older filament-based lightbulbs. More modern bulbs, like LEDs, emit very little UV light. Fluorescent lighting emits a bit more. Shining a black light or a UV light on the glow in the dark topper will have the best and strongest effect.
