FireflyCustom

What are my options for production and shipping times?
SEE THE FAQS AT THE BOTTOM OF THIS PAGE FOR TURN AROUND TIMES

-- I missed the sale - can I get the sale price now? You quoted a discounted price and the item is already on sale. Do I get the total of both discounts?
We only offer the sales price during the sale. We do not refund the price if you missed a sale. But what we can do is give a customer store coupon for the difference between the standard and sales price for a future purchase. The coupon cannot be used during a sale - or applied to any item on sale. If an item is on sale and we have quoted you a discounted price - only the greater of the 2 price discounts will be applied.

-- The description and images say I'll RECEIVE A PROOF- where is it?
We send PROOFS to the email address in your Etsy account. ENSURE YOUR EMAIL ADDRESS in Etsy is a good email.
If the product description says you'll receive a proof and you have not received it within 2 or 3 days of your order, make sure you check your junk or spam folder. It is probably there. If not - please contact us and let us know. We will continue to send additional emails so that you may review the proof. If requested changes are made to a layout - a new proof will be sent to your email for review and approval. Each change will be accompanied by a new proof - regardless of how minor the change. For example - we will send you a new proof if you ask us to add a period to a sentence.

-- What happens if I decide not to review my proof and not answer the email?
We will attempt to contact you with a proof. Proofs are beneficial to both you and us. We are human and can occasionally make mistakes (as do our clients). Proofs are SNAPSHOTS OF EXACTLY WHAT WILL BE ENGRAVED.
If you fail to approve a layout/proof and receive a product with an error (regardless of the source of the error), we will not refund the cost. A replacement can be created at the same cost as the original. Damaged or defective products will be reviewed and if determined they need to be replaced - they will be replaced at no cost to the client.

-- I have a question for my order - how do I ask questions?
If you have a question - you can contact us via Etsy conversation or send us an email at: fireflycustom [!at] gmail.com. NOTE: Please do not ask us to call you. There is a lot of noise in the shop and we do not make outbound calls.

-- What if my order is delayed even though I've ordered Rush Production?
We guarantee rush production orders will be complete and shipped within the allotted time or we will contact you with details. Once into shipping - it is up to the postal courier to get it to you from there. We unfortunately have no control over the courier. If your product is delayed due to the carrier - there is nothing we can do other than file a "lost package" report. USPS only guarantees Express Overnight or Express 2 Day shipping (although not to all states), which we do not offer because of the high cost.

-- Can you put together a custom design for us?
We can but only if time allows. You may ask and we may so we cannot at this time. Please note we do charge a design fee. And if it is a product for Scouts - we will have to get it licensed for you. We can change the information we have listed in the personalization field - but we cannot put a new design together for you unless we get it licensed by Scouting America. For that we charge because of the time constraints of putting together a new product and filling out the application to submit the design for licensing.

-- Your shipping seems high - why is that?
We also have a handling fee built into our shipping. It isn't much - as shipping is very expensive. Truth is - we sometimes lose money on shipping. For example, it costs between $18.00 and $30.00 to ship an 8 x 10 frame to CA, WA, or OR. If ordering from a state that has high shipping rates - you may be asked to pay an additional fee on top of what you have already ordered. Our handling fee goes towards peanuts, packing paper, labels, toner, bags, packages/boxes, etc., so that we can ensure your items are properly packed to avoid damage in shipping. We ensure proper packing to ensure your product arrives with no damage. Proper packing is expensive. Even just shipping USPS these days is extremely expensive.

-- I received my order and there is a problem what should I do?
It is our mission to ensure our clients receive 100% guaranteed quality products. If you have a problem with an order you have received - please contact us and allow us the opportunity to resolve the issue. It is our mission to ensure our clients receive 100% guaranteed quality products. If you have a problem with an order you have received - please contact us and allow us the opportunity to resolve the issue. If your order is damaged in shipping - we require the following for replacement:

1. A photo of the product with the damage incurred during shipping.
2. A photo of the original shipping package showing the damage to the shipping container.

We get our fair share from our vendors. Products are inspected before shipping and leave here in excellent condition. It can be a bit of a shock to receive a negative review for a problem we have never heard of. Just contact us and let us know so we can at least attempt to correct any problem.

-- What if I want to cancel my order and you have already started it?
We do not accept cancellations. Please ask any questions you may have prior to placing your order.