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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 By the time we would get a catalog back from the printers it would be outdated.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. We hate spam too. |
| Why do I need to have cookies enabled? Because if you don't, the shopping cart can't hold your items. Our cookie doesn't track....it just enables you to shop without your cart emptying. |
| When will my order ship? We try to have everything available when you place your order, and try ship your order the same week we receive your 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 ordered all of what we had of what you wanted. On large orders, we can back-order the unavailable item and send you a partial shipment. On small orders or orders of only the unavailable item, we can give you an approximate date we expect to have the item. Please always include a valid email address or phone number so we can advise you of any delays. If you have questions about the status of your order, please email us at the above address and cite your 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, you choose at checkout. International orders may incurr additional shipping charges before the order ships - especially for those International customers who insist on incorrectly choosing U.S. as their country in order to get cheaper shipping (we catch every instance of this, so just don't do it). |
| Where can I view shipping charges? Shipping is shown in your cart during the checkout process, but you can check your 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 Denmark Egypt Finland France Germany Greece Greenland Guam Iceland India Ireland Italy Japan Liechtenstein Luxembourg Netherlands New Zealand Norway Philippines Portugal Puerto Rico Spain Sweden Switzerland United Arab Emirates United Kingdom United States United States Military APO/FPO |
| 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 your 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 your package seems to take longer than normal after you receive your dispatch notice via email, then please check with your local postal department and customs office. We can do an international customs trace after 30 days, 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 money order through the shopping cart? Because 90% of the money orders we receive from International customers are not written in USD. If you are a buyer from outside the US and wish to pay with an International Money Order please contact us directly for what is required by our bank & the amount in USD to have it made out in. Cheques, even bank cheques are not accepted. |
| 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. |
| 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 your mini-cart of each page in our store. |
| Why did my payment fail? Our processor requires that your mailing address & zipcode, and your credit card's CVV code (3 digit security code on the back of Visa/MC/Discover - 4 digit security code on the front of AmEx) matches exactly the address, zipcode & CVV on file with your card issuing bank. Most payment failures are the result of addresses which do not match, or not entering the CVV code. Sometimes its something as simple as transposed numbers while entering the credit card #, or selecting the wrong month/year from the expiration drop down box, so always double check the card # entered. :) |
| 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! You did. Once you get to the page during check where you either enter your credit card details, or PayPal payment info, you are on pages backed by 100% secure SSL encryption technology. You are re-directed to PayPal, or eprocessingnetwork servers where the payment process is completed. The page you are returned to afterwards is a "Thank You" page on our site. You may have to click to return to our site from PayPal. Please do so. Within minutes [sometimes a little longer], you will receive: A receipt from our store with the following subject line: Stormsong.org Order Confirmation S[ordernumber] -and- A receipt from PayPal with the following subject line: Receipt for Your Payment to R'Chel Enterprises -or- A receipt from eprocessingnetwork with the following subject line: Approved Transaction Stormsong's receipt will detail the items ordered & your address. Please print both the PayPal receipt and Stormsong's receipts for your records. These 2 emails are confirmation that your order was received at R'Chel Enterprises at Stormsong.org. However... Depending on the security settings for your computer and any built in spam and/or junk email filters you or your ISP have in place, your receipts may end up in the trash. Be sure to look for them in the Junk or Spam folders of your email software. Please include stormsong.org, paypal.com, eprocessingnetwork.com, & fedex.com in your 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 you can always log into your account and check your 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 you is that if you are using an AOL address for your email there is a good possibility you are not receiving emails - not just from us - but from other people and businesses you may communicate with. This is their idea of solving the problem. As we have many customers with AOL addresses we may not be able to communicate with you about your order, you will most probably not receive self-initiated password resets, etc. Unfortunately we have no control over this problem....but you do. There are many free email providers such as hotmail and yahoo mail which can provide you with an email address to receive uncensored mail from. If you wish to use your AOL email address with us, we ask that you please be aware that you probably will not receive some or all of your correspondence, despite our being on their 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 you want to - but if you actually want to receive them...don't use AOL, Netscape, AIM, or any other email service that AOL has an interest in. Your mail is being sent, you're just not receiving it. 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. We will provide you with the tools to do this for yourself though. We provide spells, spell supplies, and kits but you will have to perform the actual spell. |
| Can I get a custom wand/runes/candle made? Absolutely! Just email us through the contact form and give us a description of what you are wanting. 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 for you. If it's Sunday and you need them by the following Friday....that's not adequate time, but if your 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 you select a fragrance you really don't like, why not gift it to a friend? They may love it & will appreciate your 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 you can just use the shopping cart to prepare your order & then print out a copy of it after you have a total including shipping costs. |
| Do you accept Money Orders? Yes. Orders which are received paid by money orders ship when funds are received. We allow a generous 10 days from the date of your order for your payment to arrive. After 10 days orders are purged from the system. |
| Do you accept checks? No. Saddly, one too many people abused the privilege. Quite honestly we were tired of the incredible disrespect received & the abuse we were dished out over the time it takes for funds to clear, and with the amount of NSF & closed account checks being written. Checks received for orders placed via Snail Mail option will be destroyed and the order voided. We will make exception for the few wonderful, steady, check-only customers who have written us many checks over the last several years. You probably know who you are by this point...but if you're not sure, please write & ask if we mean you. ;) |
| I'm sending a money order 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 eProcessingNetwork to do this for us, from their secure server. ePN is one of the securest processing services available and utilizes both the Address Verification System and CVV. |
| Can I sell my items through your store? Please use the Contact Us form and tell us about your products, pricing, 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 your credit card which provides evidence that you are in possession of your card. With the combination of AVS (Address Verification) and CVV it is becoming increasingly difficult for fraudulent transactions to go through. |
| Do you wholesale to other businesses? Not any longer, sorry. 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? No we do not dropship. This requires shipping to an address that is not the billing address. Please see our Ordering Terms. |
