Shipping policy
Frequently Asked Questions & Shipping
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.
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.
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.
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.
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.
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. We are also constantly adding new products. You can use our website as a catalog and order by Phone or Online.
Do you have a physical store?
Not at this time.
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. We accept Credit cards, Paypal, ApplePay, Google Pay, Shop Pay and Amazon Pay.
Do you sell wholesale?
Please e-mail us for wholesale info.
Help! I ordered a jigsaw puzzle from you and it's missing a piece!
In almost all cases, the manufacturer of the jigsaw puzzle, which can be found on the packaging of the item, will replace or credit puzzles that are missing pieces. Please refer to their website or reach out to them for assistance in this matter, and they should be able to help you!
I'm selling my collection of figurines/items. Will you buy them?
At this time, we are not looking to buy any private collections. Sorry!
I need to buy something in a large quantity. Will you have enough?
If you need many of one particular item, please e-mail us to make sure of quantities on hand. In most cases, we can special order more for you if needed!
Can I put the figurines in a fish tank or aquarium?
We do not recommend submerging the figurines we carry in water. They have not been made for this purpose and could contain paint or materials unsafe for fish and unsuitable for holding up in constant water exposure.
What is "polystone"?
Polystone is resin (polyurethane) mixed with stone dust additives for added durability and a stone-like finish.
What is "cold cast bronze"? Does that mean the figurine is solid metal?
Cold cast bronze is a mix of resin with powdered bronze metal. This allows for the look of bronze and added durability without the weight of pure metal. So these statues contain real bronze, but are not solid bronze.