A collection of the most frequently asked questions and common issues.
Do you ship internationally?
We currently only ship to customers within the USA and Canada.
If you live outside the USA and Canada but have a USA mailing address (ie, if you use a courier service for international deliveries) please send a list of the molds you want along with the USA shipping address to [email protected] We will manually prepare an invoice, which you can pay for via Paypal.
Our European retailers can be found here: http://www.zuri-inc.eu/
Our Australian retailer can be found here: http://www.zuri-inc.com.au/
What is your return policy?
We have a 30-day, no-questions-asked return policy! Shipping charges are nonrefundable. To qualify for a refund, product(s) must arrive at our warehouse within 30 days of the original shipment and in the same condition we shipped it – unopened, unused, and undamaged. Please repack the products carefully for the return trip to avoid damage in transit. Products that have been opened, used, or damaged in transit will not be accepted for return and will be returned to the customer at the customer’s expense. To get a return started please email us at [email protected]
to request a return authorization number.
When can I expect to receive my order?
We process orders promptly in the order they were received. In most cases, we ship within 2 business days from the date of purchase. Take into consideration the distance between our warehouse in Gainesville, Florida to your destination. We know you are anxious to get your orders and start crafting, so we strive to get your order to you as quickly as possible and we make sure it leaves our warehouse FAST.
Please note that if your shipping address is different from your billing address, there may be shipping delays if we determine that we need additional information from you to ensure that the order is not fraudulent.
What happens if an item I ordered is found to be out of stock?
If an item you ordered is out of stock for whatever reason, we will deduct the amount of the out of stock item from the total and adjust the shipping charge if applicable. We understand that some of you will not be able to utilize particular supplies unless the entire order is available. We will use our best judgement to contact you if needed.
Do you have a “walk-in” store?
At this time, we only sell our products online. However, we are working to create partnerships with craft stores so that you could find our products at a retailer near you.
How can I obtain coupon codes?
We recently replaced all coupons with a reward program, with the aim of offering a steady option to earn discounts. Rewards points are available to all customers who buy products through our online store.
Each dollar you spend (excluding tax and shipping) gives you 1 reward point. When you accumulate 50+ reward points you will receive a discount code via email which you can immediately use or keep for use within 90 days.
50 points = $2.50 discount
100 points = $5 discount
200 points = $10 discount
300 points= $15 discount
…and so on.
Only one promo code may be applied per order. New users automatically receive 50 points after their first order. All customers who provide their date of birth will receive a 100 point birthday bonus approximately 7 days before their birthday.
I need to make an adjustment to my order. What do I do?
We strive to ship our product very fast, in most cases the same day the order has been placed. If your order has not already been processed, we will be happy to accommodate you. Please email us ASAP with any corrections. Additions or changes may lengthen the processing time. For this reason, we encourage customers who are interested in adding more than one or two items to place a separate order.
How do I contact you?
Please email us at:[email protected]
You can also fill out the contact form on our website.
Do you sell wholesale?
We welcome inquiries from retailers in the USA and Canada who would like to sell our products in their stores. To find out more, please use the relevant contact form on our website, under the ‘Get In Touch’ tab.