Frequently Asked Questions
Will I get my order by Christmas? (HOLIDAY TIME ONLY)
We advise ordering as early as possible to ensure you get your items in time for the holidays. As ramifications of the pandemic are still affecting shipping both domestically and globally, ship times can be uncertain. Please note that we have no control over the shipping carrier once a package leaves our warehouse. We recommend staying up to date with the latest information provided by USPS, UPS, and Fedex regarding delays and mail suspensions, which can be found on their websites. We also recommend that you always pay for expedited shipping if you are concerned in any way about arrival times.
When Will My Order Ship?
In most cases your items will ship in 1-2 business days. Saturday and Sunday are not business days, nor are holidays. If you order on a Friday, your order may not ship until Tuesday, for example.
Do you ship outside the US?
Yes. We ship to Canada, Australia, Europe, and many other countries in other parts of the world.
For International orders, the customer (importer) is responsible for any duty/customs fees that may be imposed upon the package's entry into a country.
How much is shipping?
Shipping is based on options selected at checkout.
Orders over $100 get free economy ground shipping (continental US only). For orders under $100, shipping costs are calculated in real time by the shipping carriers. It all depends on what you order and where it is going. You will be able to see the shipping costs during the Checkout process before finalizing your order.
Shipping costs are calculated based on dimensional weight, which factors in both the weight of the item and the amount of space it takes up.
How long does economy shipping take?
Economy shipping usually takes about 3 - 9 business days to arrive after your order has shipped. However, in rare cases it can take longer. Please note that current events - pandemics, weather, etc. can affect shipping times, and this is out of our control. If you have a time sensitive event, purchase expedited shipping.
Please also note the Availabilities of items to get an idea on when they will ship out-- the shipping time only refers to the time in transit once the item leaves our warehouse.
What is your Return/Exchange Policy?
All returns or exchanges must be reported within 30 days of receiving your order.
All products are inspected for damage & defects before they are shipped. If you receive a damaged item, we will replace it at no cost to you. Please e-mail or call us before sending any items back. Include a photo of the damaged item (and any damaged packaging) in your email.
We will also gladly exchange any item which you are not satisfied with, just let us know what we can do to help. Please note that we cannot exchange items which were not purchased from Fairy Glen.
As we are a small company, we cannot, unfortunately, cover the shipping costs on returns or exchanges, and you will be responsible for paying both the cost of shipping the item(s) to you, and back to us. This means that if your original order had qualified for free shipping, the cost of us shipping that to you will be deducted from your refund.
Please note that there is also a per item restocking fee for returns, given the work that they create for our warehouse team.
All items must be received back in and inspected before a refund can be issued.
Please see our Refund Policy page for more about returning an item.
*Please Note* - We CANNOT accept returns on cross stitch patterns, either ones mailed out or sent electronically.
Custom made-to-order items also may not be eligible for return or exchange!
What if I'm buying a Christmas Gift and need to return/exchange after Christmas?
We do extend our return/exchange policy for 15 days after Christmas so you can shop early and not have to worry about the returns.
What about split shipments, or if 1 item is in stock but the other item is not in stock?
If we made it clear that 1 of the items you are ordering is not in stock or is something that is custom made, we generally will wait to ship all items together. At any point, you can contact us at info@fairyglen.com and pay extra shipping to get your other items sooner while we wait for the other item to come into stock.
If we do not have wording on the listing about the item being out of stock, we can work with you to get the other items sooner. That is only if we did not say anything in the product listing. 99% of the time we make it very clear in the product's Availability note.
I Never Got My Package!
FairyGlen always uses tracking numbers. Look in your inbox for an e-mail from info@fairyglen.com to find your order and the tracking number.
Ensure that that tracking shows the item as delivered before asking us, as we will look and if tracking shows it's still in-route we just all have to wait until that status changes, or 30 days have gone by.
Please note that we have no control over shipper and postal service delays.
Tracking Shows Delivered But I Do Not Have My Package
Once we ship packages out, they are out of our hands and it's on the mail delivery services to deliver the packages. We are not responsible for lost or stolen packages.
We are here to help however and will work with you to resolve any missing package deliveries.
Please note that especially during busy seasons (such as holidays), shipping carriers will sometimes miss scanning a package on the tracking, or will mark it as delivered before it is physically at the location - we ask that you wait a day after the package is marked delivered to see if it turns up. Please also make sure you have checked all areas it could have been left, and with other members of the household, or neighbors, that might have brought it inside or moved it - see below!
Missing Package Protocol
1. Wait at least 24-48 hours after package says delivered - sometimes they get scanned by mistake.
2. Speak with everyone in the house. 50% of all the reports we get turn out that someone else took in the mail and simply put the box in a corner and didn't tell anyone.
3. Check all around the house. These mail carriers are like ninjas sometimes and really like to hide those packages. Check by mailboxes, porches, and doors in particular.
4. If USPS, simply walking in with the tracking number to your local postal branch can go a long ways. USPS should be able to show you the GPS location of where your package was located.
5. If all else fails or your need extra help please contact us at info@fairyglen.com. Please note we can only do an exchange or refund after we first get credited for the missing package. This process can take several weeks.