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| The following are answers to commonly asked questions we receive emails about: |
| Do you have a catalog? Yes! This website is our catalog. No we do not offer a paper catalog. Our offerings increase in variety and volume on a near weekly basis. By the time we would get a catalog back from the printers it would be outdated. Also, print catalogs eventually end up in the trash and by not offering a paper catalog we are helping to cut down on consumer waste and thus lightening the load our earth mother must bear. |
| Do you sign me up for a newsletter or send me unwanted email? No. We do not sign anyone up for our newsletter unless they directly request it when filling out the contest entry form. The emails sent by us are a confirmation of your order, dispatch notice, shipping information, and occasionally correspondence about your order. Spam is bad. |
| Why do I need to have cookies enabled? Because the shopping cart needs them to work properly. Our cookie enables the cart software to retain the items selected for purchase until checkout. |
| When will my order ship? We try to have everything available when an order is placed, and try ship an order the same week we receive the order (unless paid by personal check, then clearing time applies). Our shipping week cuts off on Wednesday, occasionaly Tuesday so that we can have everything shipped on Thursday or Friday. However, occasionally an item may be temporarily out of stock because we do have a lot of people ordering and someone could have just depleted stock on an item. On large orders, we can back-order the unavailable item and send a partial shipment. On small orders or orders of only the unavailable item, we can give an approximate date we expect to have the item. Please always include a valid email address so we can advise of any excessive delays. If there are questions about the status of an order, please email us at the above address and cite the order #, items and name ordered under. |
| How much is shipping & how do you ship? Shipping is weight based as the prices we pay to USPS & FedEx is based on package weight. Shipping is via FedEx & USPS, chosen at checkout by the Customer. The cart shows correct shipping once the billing/delivery addresses are entered during checkout. International orders may incurr additional shipping charges before the order ships. |
| Where can I view shipping charges? Shipping is shown in the shopping cart during the checkout process, but you can check shipping & then choose to continue shopping if you like. |
| Can my order be rushed to the front of the line/Do you offer Rush Service? Please see our Ordering Terms. |
| Can I have my order shipped via Express/Overnight? Please see our Ordering Terms. |
| Can I have something delivered to an address different than the one my credit card company has on file as matching my card? Please see our Ordering Terms. |
| What countries do you ship to? Australia Austria Belgium Canada China Denmark Egypt England Finland France Germany Greece Greenland Guam Hong Kong Iceland India Ireland Italy Japan Liechtenstein Luxembourg Netherlands New Zealand North Ireland Norway Philippines Portugal Puerto Rico Scotland Sweden Switzerland United Arab Emirates United Kingdom United States United States Military APO/FPO Wales |
| You used to ship to my country, why not now? If we receive disputed credit card or PayPal charges from a particular country disproportionate to the number of orders from that country we can no longer ship there. In addition, there are countries with an exceptionally high fraud rate as documented by our merchant bank and we do not ship to those countries as preventative measures per our merchant contract. |
| Do you ship to Nigeria/Malaysia/Indonesia? No. No exceptions. |
| How long does it take to get to me in England (Australia, Germany, Canada)? We sell to a great many customers outside of the U.S. We ship via the United States Postal Service which then relays the package to Royal Mail, Canada Post and other country specific mail delivery services. We wish we could give a definite time this process takes; however we've had packages arrive in other countries in as little as 3 days and others take 30 shipped via the same method (Air Letter Post/Air Parcel Post). Weight of packages doesn't seem to matter much as far as delivery times go. If a package seems to take longer than normal after we send the dispatch notice via email, then please check with the local branch of the postal department, and the customs office. We can do an international customs trace after 30 days-on Priority International packages only- which takes another 30-60 days to investigate and finalize. 99.9% of all International orders arrive without a problem. :) |
| I live outside the US. Why can't I choose payment with a check or money order through the shopping cart? If you are a buyer from outside the US and wish to pay with an International Money Order in USD, or Bank Counter Cheque in USD please contact us directly for what is required by our bank & the amount in USD to have it made out in. |
| Does this mean I can't order if I'm outside the U.S.? No, it does not mean that! We have many, many wonderful customers from all over the world. It does mean we can only accept PayPal for these transactions now. |
| Do you have a store in California (United Kingdom/Michigan/Florida/etc)? No, and at the same time yes! Our store is in Maryland. But, since we are online also we are everywhere, so our store is always as close as the nearest computer with internet access. :) |
| How do I checkout? Just click the "Checkout" link in the top, right-hand corner of any page. There's also one in the mini-cart of each page in our store. |
| Why did my payment fail? We're not privvy to that information, please check with your credit card company/bank |
| What about returns? Our return policy is outlined here. |
| Why didn't I receive any kind of order confirmation email, or a receipt for my purchase! We can't be totally sure. All we know is that we sent it. :) Once you are at the page during checkout to enter your payment info, it is backed by 100% secure SSL encryption technology. The Customer is then re-directed to PayPal servers where the payment process is completed. The page returned to afterwards is a "Thank You" page on our site. The Customer may have to click to return to our site from PayPal. Please do so. Within minutes [sometimes a little longer], the following emails are generated and sent: A receipt from our store with the following subject line: Stormsong.org Order Confirmation [ordernumber] -and- A receipt from PayPal with the following subject line: Receipt for Your Payment to R'Chel Enterprises Stormsong's receipt will detail the items ordered & your address. Please print, or save, both receipts for record keeping. These 2 emails are confirmation that the order was received by R'Chel Enterprises at Stormsong.org. However... Depending on the security settings for the Customer's computer and any built in spam and/or junk email filters which may be in place, email receipts may end up in the trash, bulk folders, or can even be pre-screened (aol/netscape/wmconnect/excite/and a few others). Be sure to look for them in the Junk or Spam folders of email software. Please include stormsong.org, paypal.com, eprocessingnetwork.com, & fedex.com in the list of allowed senders. We test the entire purchasing process many times a day to ascertain & improve functionality. With each test, confirmation emails are delivered in a very timely manner. We are not responsible for non-delivered emails. Please note that the Customer can always log into their account and check the order history. Paid orders are noted as such; New orders are those awaiting payment; Failed are those which payment approval has been denied; Dispatched indicates the order has been sent from our facility. |
| I have an AOL email address. Why do I not receive some mail from you? AOL (& subsequently those email services that they power, such as Netscape & others) has been denying service from servers outside their own on an arbitrary basis. This is, apparently, their less than adequate answer to their perceived spam problem. What this means for the Customer is that if using an AOL address there is a good possibility many emails are not being receiving - and not just from us - but from other people and businesses communicated with. This is aol's idea of solving the problem. We have many customers with AOL addresses. We may not be able to communicate about an order, self-initiated password resets will not be received, etc. Unfortunately we have no control over this problem....but the Customer does. There are many free email providers such as hotmail and yahoo mail which can provide an email address to receive uncensored mail with. When using your AOL email address with us, we ask that the Customer please be aware that some or all of our correspondences will not make it to the inbox, despite our being on the AOL whitelist for several years. |
| Can I order the downloadable spells with an AOL address? Can I order the downloadable spells with an AOL address? You can order them with any email address desired - but to actually receive them...don't use AOL, Netscape, AIM, or any other email service that AOL has an interest in. The e-mail is being sent by us, just not received on the other end (see above). Please use a yahoo, hotmail, or gmail address if you have an AOL address. |
| Will you cast a spell for me? No. We will not cast a spell for someone else. We will provide the Customer with the tools to do this for oneself though. We provide spells, spell supplies, and kits but the actual spellcasting must be performed by the Customer. |
| Can I get a custom wand/runes/candle made? Absolutely! Just email us through the contact form and give us a description of what is desired. We've done a lot of special wands, runes with other alphabets other than Futhark, candles in colors they aren't 'normally' created in, etc. |
| Can you provide me with 1000 candles for my wedding? Yes we can. Just give us adequate time to craft them. If it's Sunday and they are needed by the following Friday....that's not adequate time, but if the wedding is several weeks/months away there's no problem. |
| What if I don't like the scent of the candle/incense/oil/lotion I order? Everyone has scent receptors which are unique to them and scent has the powerful ability to dredge up memories and emotions. While we only sell fragrances which are well received by our 'guinea pig' friends, occassionally it will happen that someone will not like a particular scent. This is why we sell small sizes of things and recommend that you use them to test out fragrances you aren't sure of. We offer sample sized vials of perfumes & fragrance oils, mini incense sticks, votives (a great way to sample candles before committing to a pillar), and 2oz sizes of bottled bath & body/4oz sizes of jarred bath & body. If the Customer selects a fragrance that is not a favorite, why not gift it to a friend? They may well love it & will appreciate the thoughtfulness. |
| I don't like to use my credit card on the internet. Can I still order? Yes! We accept mail order & even provide a form to download & fill out, or just use the shopping cart to prepare an order & then print out a copy of it after reaching the page which includes product total plus shipping costs. |
| Do you accept Money Orders? Yes, written in USD. Orders which are received paid by money orders ship when funds are received. We allow a generous 10 days from the date of the order for payment to arrive. After 10 days orders are purged from the system. |
| Do you accept checks? Yes, written in USD. Orders which are received paid by money orders ship when funds are received. We allow a generous 10 days from the date of the order for payment to arrive. After 10 days orders are purged from the system. We hold shipping for between 15 & 30 days to allow for clearance time. NSF checks incur a $35.00 returned check fee which must be paid via PayPal. |
| I'm sending a payment for the order I just placed and am mailing it in a few days. Will you hold the item I want in the meantime? We're sorry, but no. We cannot hold items on the promise of payment being forthcoming. Many of our items are one of a kind or limited stock and are in great demand. As most of the orders which come in with "Snail Mail payment" chosen are never paid for we made the decision long ago that an item is still for sale until it is paid for. The best way to secure an item which may be of limited stock is to pay for it via credit card or PayPal. We allow a generous 10 days for payment to arrive. After this period orders are removed unless prior arrangements are made directly with us. |
| Is your site safe to shop on? Definitely. We do not process credit cards on our site. We utilize PayPal to do this for us, from their secure server. PayPal is one of the securest processing services available. |
| Can I sell my items through your store? Please use the Contact Us form and tell us about the products, pricing, minimum orders, etc. Please provide links to photos you've taken of them if possible. We're always on the look out for artisans to work with who offer high quality, handcrafted items. |
| What is CVV? This is the 3 digit security code on the back of the credit card which provides evidence that the card holder is in possession of the card. The CVV is for using with internet and phone purchases. With the combination of AVS (Address Verification) and CVV it is becoming increasingly difficult for fraudulent transactions to successfully process. This means safer shopping for everyone! |
| Do you wholesale to other businesses? We've made the decision to cater to our retail customers at the lowest possible prices. If you're a previous wholesale customer & wish to purchase the items we create in house, in bulk, please inquire through our Contact Us link. |
| Do you dropship? This requires shipping to an address that is not the billing address. Please see our Ordering Terms. |
