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Frequently Asked Questions
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The Craft Shack
Making Changes To An Order
Products & Material Questions
Holiday Hours & Closures
The Craft Shack
Return/Replacement Policy
Customer service is one of our top priorities.
Because most of our products are made once ordered/custom orders, we cannot accept returns or exchanges.
We will make exceptions where we see necessary.
Although mistakes can happen, we try our best to make sure they don't. But, if a mistake were to happen on our part we will be more than happy to fix it.
We will remake your order if:
- You received the wrong order completely
- You received the wrong product
- Spelling error or color error on our part
- Damaged item(s) from shipping (please send picture of item(s) AND packaging damage within 48 hours of receiving your order.)
We will NOT remake your order if:
- You made the error of ordering the wrong product
- You made the error of spelling something wrong or picked the wrong color
- You damaged your items after receiving it
You have 48 hours after your order has been delivered to send us a picture of our error to be able to receive a replacement. You must send a picture(s), name on order, and order number to maddiescraftshack@gmail.com. (Holidays and weekends are included in the time frame.) After 48 hours we will not replace any orders!
Return policy
Cancelation Policy
Cancelation Policy
Because everything is made once ordered, you have ONE HOUR to contact us via email maddiescraftshack@gmail.com to cancel your order. Once the hour is up, your order will be processed like normal.
Making Changes To An Order
Making changes
You have ONE HOUR to contact us via email maddiescraftshack@gmail.com to make any changes to your items before processing. Changes are per item not per order.
Changes you can make:
- Personalization if you've originally ordered an item to be personalized
- Adding personalization if you forgot to do so
- Color choice
Changes you can not make:
- Change item once ordered (ex: ordered a mug but want a wine glass) This requires a cancellation of the order and a reorder. All of which needs to happen within the hour after placing the order.
Shipping Questions
Shipping questions
How long is your turn around time?
Once an order is placed we wait the ONE HOUR incase any one wants to make changes or cancel their order. After the time is up, we get to working on your order same day. Orders could take a couple hours to a day or two to process. By day two they are on their way to the post office.
What carrier do you use?
We use USPS.
How often do you go to the post office for order drop offs?
We are at the post office Mondays, Wednesdays, Fridays, and if necessary, Saturdays.
Do you ship internationally?
As of right now we do not. We would love to expand our clientele, but at the moment it's not something we can make happen with the prices of shipping.
Contacting Hours
Contacting hours
Our chat and email are always open to messages and we answer them as soon as possible.
Our offical contacting hours are:
Monday-Friday 9am-6pm
Saturday & Sunday 9am-12pm
As mentioned above any emails or chats sent during our NON contacting hours will be answered as soon as possible.
Products & Material Questions
Products & Materials
What kind of wood do you work with?
Almost everything that we make is made out of 1/8" or 1/4" baltic birch wood. It's an easy wood to work with and can be painted or stained. Our wood is supplied by another small business, so when you support us, you are supporting them too!
What kind of acrylic do you work with?
All of our acrylic is supplied from a small business in Texas so when you support us, you're supporting them also. We use 1/8" acrylic in over 20 different colors and options. We have clear, solid colors, glitters, and mirrored with more options being added in the future.
What are Kraft Kits?
Kraft kits are our versions of DIY kits. Kraft kits come with everything you need to assemble a product and instructions to do so (if something isn't included, it will say it in the item description). They come in a variety of different kits like paint a pumpkin or an ornament to make your own home decor signs. Our Kraft kits are great as party favors, kids activities, girls paint night, stocking stuffers, and more!
Holiday Hours & Closures
Holiday hours and closures
Holidays we will not be available to chat right away but will still be taking orders.
New Years Day
Easter
Memorial Day Weekend
4th of July & Weekend
Labor Day Weekend
Halloween
Thanksgiving Day
Christmas Eve & Day
New Years Eve
Our shop will be closed (taking orders but not filling them right away):
Easter
Memorial Day Weekend (Friday-Monday)
4th of July & Weekend (the 4th & Friday-Sunday)
Labor Day Weekend (Friday-Monday)
Halloween After 12pm
Thanksgiving Day Until 6pm
Christmas Eve & Day
New Years Eve after 5pm
*These times and dates are subject to change.
As for right now this applies to our online shop only.*
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