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Frequently Asked Questions

General Information

Do you sell wholesale?

Yes I do! Please see the wholesale page for more information on wholesale orders and how to get in touch.

My order is a gift, will the package come with pricing information?

Packages do not contain any pricing information or packing slips. All receipts will be sent digitally to the email provided at checkout. 

Do you offer gift wrapping? 

Sorry, not at the moment! It's something I'm looking into for the future, so check back!

Is there a way to fix a bent pin post?

Yes! Place the rubber clutch on the pin post, then gently (and SLOWLY) push the needle back in place. Please take the proper safety precautions when handling sharp objects to prevent injury.

Who is your manufacturer?

Sorry, I do not provide my production partner's information! It can take months and even years of trial and error to find a good factory. I believe that everyone should go on the journey to discover their manufacturers as we all have.

Can we collaborate/do you take commissions?

This depends on the project and my availability! For commissions, I have a flat rate cost for designing new pins. For collaborations, I only collaborate with other artists who want to work together to create a product. I do not work with social influencers. 

 

Shipping Information

When will my order ship?

All orders will ship within 4-7 business days from Austin, TX via the United States Postal Office. I make post office trips once a week. If you have a deadline where you need your order by a specific date please email me before placing your order so I can try to work around this with you*.

*Specific deadlines cannot be met around holidays without proper notice.

Do you ship internationally?

Yes! Please be aware that international buyers are responsible for all customs and import fees.

How long will it take to get my order?

Domestic Packages: Typically around 1-2 weeks to receive packages.
International packages: First Class Packages arrive around 2-4 weeks, whereas First Class Mail can take anywhere from 2-8 weeks to arrive.

Why is international shipping so expensive?

As of January 21st, 2018 USPS increased their postage prices and no longer allow pins to be shipped as First Class Flats internationally which was $3.50. Now all merchandise is required to be shipped as First Class Packages which start at $13.30 depending on the weight of the package. Shipping increases the heavier the package. While there is still the possibility to ship international packages as flats via Stamps.com or Shipstation, the systems in place are still very new and don't seem to be working well. I'm waiting a couple months to see how things smooth out and may decide to switch back to the international flats if it gets better. 

In addition to that, Floating Forest Studio includes additional shipping insurance on all packages, which protects the buyer and seller against lost or damaged packages. If you'd rather not have shipping insurance added to your order, please send me an email before purchasing. Please note: you waive all rights to any refunds or replacements without shipping insurance if your package gets lost or damaged in transit.

Will my package have tracking?

All packages shipped within the United States come with tracking! For international orders, USPS First Class Mail does NOT come with tracking, only USPS First Class Package. HOWEVER, the following countries do not include tracking for First Class Packages shipped via USPS: 

Africa, Central America, and Caribbean, South America, Russian Federation, Albania, Andorra, Austria, Belarus, Bosnia and Herzegovina, Bulgaria, Cyprus, Czech Republic, Denmark, France, Gibraltar, Greece, Guernsey, Iceland, Ireland, Italy, Jersey, Liechtenstein, Luxembourg, Macedonia, Moldova, Monaco, Montenegro, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Svalbard and Jan Mayen, Sweden, Ukraine, Vatican City State, Brunei Darussalam, Cambodia, Hong Kong, Indonesia, Laos, Macau, Philippines, Taiwan, Thailand, Vietnam, Bahrain, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Turkey, United Arab Emirates, Yemen, American Samoa, Cook Islands, Fiji, French Polynesia, Guam, Kiribati, Marshall Islands, Micronesia, Nauru, New Caledonia, Niue, Palau, Papua New Guinea, Solomon Islands, Tonga, Tuvalu, Vanuatu, Wallis and Futuna, Western Samoa, Bermuda, Greenland, Mexico, Saint Pierre and Miquelon, Afghanistan, Armenia, Azerbaijan Republic, Bangladesh, Bhutan, China, Georgia, India, Japan, Kazakhstan, Korea, South, Kyrgyzstan, Maldives, Mongolia, Nepal, Pakistan, Sri Lanka, Tajikistan, Turkmenistan, Uzbekistan

 

Why hasn't my order shipped?

If you placed a multi-item order that contains a preorder, your order will not ship until the preorder has arrived. Please allow up to 4-6 business days for us to pack and ship your order of in-stock items. 

Preorders can take 3-5 weeks to ship as the manufacturer generally has a 25 day production turnaround. To stay up-to-date on any delays, please follow me at @FloatingForestStudio

I'm a domestic/international buyer and my order still hasn't arrived after several weeks. What should I do? 

Before contacting me, please try to do the following first:

  1. If provided, check your tracking number
    If the package was last scanned in Chicago then that means it left the country. I cannot track the package until someone scans it at a customs facility or mail office. Sometimes packages get held up in customs and can take a couple weeks to clear. Whatever information appears in your tracking updates is all I'm able to see as well.
  2. Contact your local post office
    They may not have left you a notice stating you have an unclaimed parcel or the slip might have gotten lost.
  3. Check with your neighbors
    Your neighbors might have been trying to be neighborly and held onto your package for you.
  4. If it's been at least 20 days (domestic) or 40 days (international) since your package has shipped and still hasn't arrived, then it's lost. Please contact Floating Forest Studio.
    If your package has insurance, please contact me within 90 days of the ship date. I can't file claims until the package has been missing for at least 20 days (domestic) or 40 days (international) after the ship date. If you contact me after 120 days have passed, then there's nothing I can do and you will need to file a claim with your local post office. No refunds are available after 120 days.

    If your package does not have insurance, then unfortunately I cannot refund or replace your missing package. Once the package has been handed off to the post then all ownership and responsibility for the parcel transfers to you.  

My package has been returned to sender?

If your package is being returned to the sender it could be for a number of reasons:

  1. Address written incorrectly.
  2. The package was refused by someone who lives in your residence.
  3. The package was unclaimed (in some cases packages are delivered to leasing offices or local post offices and are never picked up. Due to this, they will return it to the sender)

If your tracking number says its being returned to the sender please note I cannot stop this process and will have to wait to physically get the package back from USPS to reship it to you. You will need to pay for an additional handling charge as well as the cost to reship the package to you. Please contact Floating Forest Studio for issues around this.

My package says delivered, but I haven't gotten it yet?

If your tracking number says delivered but you haven't gotten your package in your mailbox yet please do the following:

  1. Check with your neighbors.
  2. Check all the places your mail could be delivered ( front door / leasing office / backyard / mail room)
  3. Check with your local post office and let them know you have a package that says delivered but you have not yet received it.

It's also recommended to wait a few days before losing all hope that your package is lost! Postal services make mistakes and sometimes scan things as delivered when they are still in transit. If after all that you still are unable to find your package, please contact Floating Forest Studio.

 

Do you have a question that wasn't answered? Feel free to email me via the contact form! Please allow 3-4 business days for a response.

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