FAQs

.:::FAQ:::.  

Can I pick up and where are you located? 

Yes, pick up is encouraged. We are located in Cochrane, ON. My address is 441 Chalmers Avenue, Cochrane ON. Please note, it is the same street going up to the Cochrane Public School/ESCHS 

 

Do you offer rush service?

 

No. We believe that every order is a "rush" and paying a little extra for faster service is unfair to everyone else who deserves the same standard of processing and care we put into our orders. . 

 

How do buy-ins work?

Buy-ins are group purchases are hosted by one person that collects everyone's orders and their money for their item and makes a purchase to a wholesaler/supplier/distributor/manufacturer for a large lot of items at once. Once the items arrive, we sort, inventory, personalize/finish it off and ship it to you within the crafting time frame. 

 

How long does it take for buy-in items to come in?

This entirely depends on what the item is, and whether or not it needs to be manufactured for us. The general rule of thumb is between 1 and 8 weeks. It isn't often that Twinkle Creations will open up buy-in items to our customers, but occasionally we do and we make it clear that these items will not arrive quickly and delays may happen.

 

How long does it take to ship Ready To Ship/RTS products?

Most often, these are shipped within 3-5 business days of your order but our general time line is 1-2 weeks. It's YOUR product once you purchase it, and I know you are eager to get your items. 

My fine-print policies state that we will ship all RTS items within 1-2 weeks. Please expect it in around 5 business days, to be safe, but we will do our absolute best to be as quick as possible.  

 

Do you have minimum orders?

NOPE. Very rarely do I have any sort of minimums. Occasionally I have bundles, but that's it. However, it is in your best interest to buy in bulk due to shipping costs. 

 

Do you ship lettermail?

No. Lettermail is for letters. We are not shipping letters, so we ship by parcel. We do ship in shipping bags, bubble mailers and boxes. This is to protect the customer and us.

 

How do I determine shipping costs? Do you provide estimates?

We do not do estimates. Instead, add the items to your cart, and start the checkout process. 

 

I have my own Canada Post or courier account. Can I send you a label? 

Absolutely. I will send you the weight, the parcel size and the from address once your parcel is ready to go. This way a package can be tracked and there is insurance on your items.

 

What payment methods can I use?  

Paypal, credit card, EMT, cash. All are acceptable. Shopify is also integrating Apple Pay and other methods into the mix as well. (Please see below about cancelled orders should you wish to pay by EMT.)

 

:::THE NITTY GRITTY::: CANCELLED ORDERS & RESTOCKING FEES:

Twinkle Creations reserves the right to cancel any order they feel necessary. Twinkle Creations may elect to implement restocking fees to any cancelled orders. Restocking fees are 20% of your subtotal. 

If your order is non-deliverable by courier or Canada Post, Twinkle Creations will review your address with you.  If the mistake is ours we will reship your package back to you.  If the mistake is yours, we will send you an invoice to pay for shipping again.  We will not reship your item until that invoice is payed. 

 

EMT PAYMENT & CANCELLATION POLICY: When you check out, payment is required unless we have previously discussed payment terms. If you fail to make payment within 24 hours with no prior communication to us about your needs, your order will be cancelled.  Ensuring payment is made is the purchasers responsibility.

 

SHIPPING INFORMATION

Most often, we ship via Canada Post Expedited Parcel. Shipping rates are calculated at the time of check out. *Please* pay your shipping at the checkout. This saves quite a substantial amount of time, and prevents your package from being delayed while we wait for you to pay your shipping invoice. If you are overcharged, a refund will be issued for the difference. If you elect not to pay shipping at the checkout and instead require me to invoice you, you will be charged an administration charge of $2, in addition to your shipping payment. 

At this time, we only ship to addresses in Canada and US. 

SHIPPING TIMELINES

Our policies state that we will have all items shipped within 1-2 weeks of order placement, if the product that is available/in stock.

We do our best to have all orders of ready to ship items shipped out within 3 business days, Monday through Friday. Orders placed on the weekend may take until Wednesday to be shipped out. HOWEVER, it may take one week to ship your order. Why? There are certain times when we get swamped with orders, and while I do my best to get everything done, it usually takes some time to catch up.

Please anticipate any RTS (ready to ship) item will not ship for TWO WEEKS after order placement, just to be safe. Our aim is to avoid this at all costs, however, it does happen from time to time. 

For items that are prepurchased as part of a buy-in, they will ship out within 1-2 weeks once they arrive. I aim to get these out within a week, but that is not always possible for huge orders.

 

HOW LONG DOES SHIPPING TAKE? 

Shipping to you takes between 1-9 business days, depending on where you are in Canada. Those in northern Ontario generally take 2 business days, but those in far ends of the country it can take longer. 

CAN I COMBINE ORDERS TO SAVE MONEY ON SHIPPING? 

Why yes, of course. Simply log into your account and see if your order has been shipped. If you do not use accounts, check your email. If your order is still here and has not been shipped, simply check out and choose a free option for shipping (specifically the one that says you have a current open order and have already paid shipping). 

If your order has a tracking number associated with it, it’s unfortunately too late to combine shipping.