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Fibreheart Policies: Please read all policies carefully before ordering.
Ordering:
Please click "add to cart" to order sculptures, supplies, layaway plans or gift certificates. Payments are made through Paypal. Please make sure your paypal address and email is up to date. I contact you through your email, so please make sure your email is one that you check often. When ordering through paypal, you can use credit, debit, paypal or echeck. If using Echeck, items will not be sent out until the check clears. This can be up to 15 days after ordering. Ordering is secure. No credit or personal information is stored here. If there is an issue, Paypal gives you 45 days to dispute. But please contact me first. I try very hard to work with you. I want you to have a great experience shopping with me.
Layaway plans
Layaway plans are available to make purchasing my art easier. If you would like layaway, please purchase one of the layaway options. Do not purchase them again to make another payment. Additional invoice payments will be emailed to you monthly, on the date that you ordered your sculpture, to your paypal email address. Please make sure this is an address you check most often. Payments are due within 30 days of invoice issue before your next payment. If, after 15 days, I have not received your payment, or haven't heard from you, I will send out 1 addtional reminder notice. If, after 30 days, I haven't recieved payment, or haven't heard from you, I will cancel the order. Your deposit is Non-refundable but any money you paid after your deposit will be refunded. If you contact me to cancel the order 100% of any money paid will be refunded.
No work will be started until invoice is paid. Wait times will vary because of that. I will contact you after the last invoice to give you an updated time frame.
Shipping
Shipping is done by Canada Post
Tracking # and Delivery Confirmation will be used. Shipping is included in the prices.
I ship globally. I will stand by customs policies and will not label packages as gifts as it's against Federal Law. I will however, ship to an alternate address with signature confirmation. Please give me full addresses and names of where you would like your gift to be sent. I do include invoices in the packages.
UPS, FEDEX etc. can be used, but at an extra cost. If you would like this service email me for a quote.
As it is impossible for me to know all duty charges and brokers fees, I cannot be responsible for these. Customs may or may not charge for duty. Be prepared for any extra charges. If you send your package back to me because of this your order will not be refunded. If it was sent back because the service would not hold it, I will send it again.
If your package is lost, I will replace it after the Post office recommendation of 4-6 weeks. This gives time for any packages to get through customs. If your package is over 3 weeks out, please contact me and we will work together to try and track it down.
You can track your package through Canada post website here.
Please keep all invoices, and tracking numbers.
If your package is damaged, I will replace it after you send photographs of the damage. Damage must have occured during shipping. This means the report of the damage must be made within 24hrs of approved Delivery confirmation. If you would like a refund, you must return the package and the item to me then you will be refunded after I receive the item back.
I cannot be held responsible for and postal strikes, weather, or any other events that may make your shipment slow or stop. I will keep in contact with you to update you on any details.
Please make sure your addresses on Paypal are up to date. I use this address to ship to you. I cannot stop the package once it goes out.
Please make sure you use the email you check most often or provide me with your common email.
Returns and Refunds.
All items are photographed as they are. You approve the item after viewing the photos. If by chance you are not satisfied with your sculpture you can send it back if:
1. It's within 7 days of Delivery Confirmation
2. It's not damaged
3. It's not a personalized custom order that I cannot resell
Custom orders are photographed on all angles for you to approve before shipping. I try to give the most natural coloring, but I do process a little and monitors are all different when it comes to color.
Refunds will not be made until I receive the item back or photographs of the item damaged beyond repair.
I will replace lost or stolen or damaged items, but only if done so by the post office. I will not replace lost, stolen or damaged items while in your possession unless:
1. It's within the 7 day Delivery Confirmation. Lost or damaged only.
2. It's within 90 quality guarantee. Damaged items only. Will repair for free 2 times only. Shipping will be paid by the buyer.
90 day Quality guarantee starts after the 7 day return/refund policy. It means that if your sculpture should break after the 7 days but with 90 days, I will repair it 2 times for free. Shipping will be paid by the buyer both ways. This does not include excessive abuse including pets, children, vehicle damage, fire etc. I can work with individual cases, please contact me and I will work with you. If repair is unfixable, and it is deemed a quality issue, I will replace it once, for free. No refunds will be made during the 90 day Quality guarantee.
Gifts purchased by you and sent to other people, will not be refunded.
Gift Certicates
Gift certificates cannot be used toward, shipping, offers, sales, BOGOs etc. Gift certificates cannot be refunded. Gift Certificate Balances will be held and added to any additional gift certificates you may have. Gift certificate numbers are recorded and held for use later. There is no expiry date on certificates. Certificates are like points, the more you purchase the more credit you will have. Certificates can be used toward any full priced item in the store. Certificates will be refunded after order to allow for number varification. Certificates will only be applied to the last payment in any layaway plan.
Policies
Policies are subject to change without notice as events occur. Please bookmark to keep up to date or bookmark my blog page for update notices. Notices about policy changes will not be emailed.
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