FAQ

Frequently Asked Questions

 

Thank you for your interest in our products. As you know, all of our items are 100% hand made to your specifications, and so we are of course, very busy. We hear a lot of the same questions over and over again, and so we’ve designed this page to (hopefully) answer any questions you may have regarding your purchases. Please check this page for answers before contacting us directly.

 

Q. Has my item been shipped?

 

A. You can keep tabs on the status of your Etsy order by mousing over the “Your Account” link on the top right of the pages, and then clicking on “purchases.” There you will find the status of your order. If it has been marked as “shipped,” then your item has been shipped. If not, then we are probably still hard at work creating a unique item just for you.
If you live within the U.S, you can expect your item in 3-5 days from the shipment date. If you live outside of the U.S, it could take up to two weeks for your item to arrive. Please be patient.

Please keep this in mind when ordering, and if you’re ordering an item for a specific occasion (ie; Christmas) then please make sure that you order with plenty of time to spare, especially if you live in another country.

 

Q. Is there a tracking number for my item?

 

A. We will not provide a tracking number for you unless you specify that you would like one and offer to pay extra for it, as it is not included in the shipping cost. Please do not send us messages asking when your item will be shipped or whether there is a tracking number for it. If you would like a tracking number, then it is your responsibility to address the matter before/during the purchase.

Q: My item was damaged in the mail. What should I do?

 

A: The first step to a replacement request is taking a photo of the damage and sending it to us via Etsy messages. We will review the damage, and if we believe it is serious enough, then we will ask you to send the item back to us. We will then make you a brand new one and ship it back asap. If you are worried that the same thing will happen again, then you may offer to pay more for priority shipping.

If we feel that the damage is not severe enough to require a replacement, we will attempt to give you instructions on how you might repair the item yourself, as well as a coupon code for your next purchase.

 

Q: My item never showed up.

A: As most customers prefer the cheapest possible shipping rates, we only offer just that. However, the postal service does have a tendency to lose mail from time to time, and if you are worried that this will happen to you, it is your responsibility to address the issue of extra shipping payment to acquire a tracking number and delivery confirmation.
If you paid for this feature, then you may contact USPS about the lost item and potential reimbursement. If you only paid the minimum shipping price and your item does not arrive after one month, you still have some options.
If your item was under 15 USD, you will not be asked to repurchase the item, but you will be asked to pay adequate postage to ensure that history does not repeat itself. If you openly refuse to pay postage, then you will not receive a replacement. When we are offering you a replacement free of charge, it is only fair that you pay the postage on it.
If your item was over 15 USD and it did not arrive, you will be asked to provide a $5 fee in addition to the postage. This is to help pay for the supplies. 


Q. Can I request a refund?

 

A. Please remember how much time and effort goes into the items that we make especially for you. If you are unhappy with the item you have received, we will do our best to work with you to replace the item, but we absolutely cannot afford to issue a refund.

 

Q. I would like to order something that I do not see in your shop. Could I have it custom made?

 

A: Absolutely! We are more than happy to work with you and create brand new products just for you. Simply contact us via Etsy message and let us know what you would like to see, and we will give you a pricing estimate.

 

Other Information:

You can review our shop policies here:  http://www.etsy.com/shop/ocularfracture/policy We strongly insist that you thoroughly read these policies before making your final purchases. We will not be held responsible for anything that could have been avoided by reading the policies, which are linked to at the top of each item listing. 

To avoid any conflicts and ensure a smooth and simple transaction, we insist that you get all of your questions answered BEFORE making your final purchase. All items in our shop will be relisted as soon as they are sold, so you never have to be afraid of the item you want disappearing. As such, all we ask is that if you have a question regarding the item (specifically one that might affect your purchase quantity or shipping costs) that you be patient and wait for an answer before submitting your purchase. We always respond to our customers in a timely manner.

Please be kind when leaving feedback. We have a strict policy NEVER to leave negative feedback for anyone unless they have been abusive. If you are unsatisfied with the item you have received, please contact us about the matter BEFORE leaving feedback. We love our customers and we want them to be happy, and as such, we are always more than happy to replace/fix your items. All we ask is that you contact us and let us know what you would like to be improved. 

Lastly, we refuse to be bullied and threatened. If you have problems with us or with our products, then they need to be addressed in a calm and civil manner. Any unkind or harassing behavior will not only result in negative feedback for you, but you will also be reported for abuse. 

If you have not seen your question on this list, then you may feel free to contact us directly. Although we do try to provide prompt responses, please allow up to 3 days before sending another message. Thank you for your interest!

 

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