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. However if you need to order closer to Christmas, take a look at our Holiday Shipping Guide for ship times and tips. 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. If you order on a Friday your order may not ship till Tuesday as an example.
What if 1 item is in stock but the other item is not in stock?
If we made it clear 1 of the items you are ordering are not in stock or something that is custom made, we generally will wait to ship all items together. At any point you can contact us at email@example.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.
I Never Got My Package?
100% of the time FairyGlen uses tracking numbers. Look in your inbox for an e-mail from firstname.lastname@example.org 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 till that status changes or 30 days have gone by.
Tracking Shows Delivered But I Do Not Have My Package
We ship all items out and once they are out of our hands 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.
1, Wait at least 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 are later 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 some times and really like to hide those packages.
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 email@example.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.
Do you have a catalog?
No, we do not have a printed catalog. We have over 3500 items on our website and a printed catalog would be much too large. You can use our website as a catalog and order by Phone, by Mail, or Online.
Do you have a physical store?
Not at this time.
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?
Orders over $75 get free economy ground shipping (continental US only). For orders under $75, shipping costs are calculated in real time by UPS. It all depends on what you order and where it is going. To calculate your shipping costs, add the items to the shopping cart and use the Shipping Calculator at the bottom of the Shopping Cart page. More information is on our policies page in our shipping policies section.
How long does economy shipping take?
Economy shipping usually takes about 3 - 8 business days to arrive after your order has shipped. However with peak volumes this can take 14 - 28 business days.
What is your Return/Exchange Policy?
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. 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 FairyGlen. All returns or exchanges must be reported within 14 days of receiving your order. If there is anything else we can do for you, please let us know. We cannot, unfortunately, cover the shipping costs on most returns or exchanges.
What if I'm buying a Christmas Gift and need to return/exchange after Christmas?
We do extend our return/exchange policy for 14 days after Christmas so you can shop early and not have to worry about the returns.
Do you offer Gift Certificates?
Yes we do. Please visit our Gift Certificates section for that information.
Can I pay by check or money order?
No. All sales are tracked through our ecommerce platform. All purchases must be done online.
Do you sell wholesale?
Please e-mail us for wholesale info.