Frequently Asked Questions
Shipping
Shipping Time
Domestic- 1-2 weeks
Canada- 3-4 weeks
International- 3-8 weeks
The vast majority of our items are handmade meaning that they are made-to-order. This means that the item will be made once the order is confirmed.
Please allow 2-4 weeks for your order to be made and then shipped. These estimated time are dependent on the amount of orders we currently have.
If the item indicates that is ready-to-ship in the description, it is already premade and will be shipping out on the next shipping dates.
Our shipping days are between Tuesdays & Fridays.
UK & EU Shipping
We will be accepting orders from the UK & EU but we won't be charging for the VAT. Your order may be slightly delayed by an additional 1-2 weeks and there would be some additional charges once the parcel arrives to your country.
Please ensure that you input the correct shipping information. For more information visit out UK & EU Shipping information link
Tracking Number
Domestic & Canada- You will receive your tracking number once your shipping confirmation arrives to your email.
International- For international orders you will receive a temporary tracking number. After our shipping facilities receive the parcel and update the tracking I will be sending in an email with an updated tracking number.
Parcel is not moving
Due to COVID-19 & the surge of small businesses, the USPS often find themselves overwelmed with parcels to keep track of and forgets to update the tracking.
Please allow several days for it update. If your order does not arrive in the time indicated in our shipping time tab, or contact us to investigate the situation.
Sometimes the Post Office may mark the parcel as "Delivered" but turns out that it wasnt actually delivered. This is for the employees to be able to complete the shipping quote for the day even tho they were unable to deliver it. This is prominent during the holidays please allow an additional 1-3 days to see if it shows up. If not email us at feltiscreations@gmail.com
Address Change
If you would like to change your address we are happy to do so. Please contact us as soon as possible to be able to update your shipping address.
Pre-Order Shipping Time
Pre-Orders on select items can take up an additional 2-4 weeks to 1-5 months to make depending on the circumstances as the vast majority of our items are handmade by one person and depending on how sales are it may vary.
For more information, please take a look on the item description for a rough timeframe.
If you have made a Pre-Order consider following our social medias as well as take a look every now and then to our News section where we provide a detailed summary of the progress that has been done.
Payment
International Fees Charge
As stated in our UK & EU Shipping info tab. We won't be accepting VAT nor Customs fees, if you would like to get to know more please contact your local customs office prior to purchasing.
You will be subjected an customs fee once your parcel arrived to your country if you would like to purchase through the website.
ATH Movil
This Payment option is for local residents of Puerto Rico. If you are from the US, Canada or International please do not select this option.
Si deseas pagar por ATH Móvil, favor de seleccionar esta opción cuando vayas a elegir su método de pago. Luego saldra una pagina en donde indicara que debes enviar x cantidad de dinero a x numero. Tan pronto que yo reciba la cantidad estaría actualizando su orden confirmando que usted pagó.
Al no recibir el pago dentro de 3 días luego de recibir su notificación con las instrucciones de pago, su orden será cancelada y no se le enviara su pedido.
Currency Conversion
Our website currency has USD as a default option when browsing and checking out. If you would like to see the amount in other currency please scroll down to change the currency or you may change the currency on our header next to our logo.
Orders
Combine/Modify Orders
We are happy to combine or modify your order.
- If you would like to combine if anything please add a order note in your second order with the previous order number and I will refund the excess shipping costs once I pack your order.
- Alternative you can contact us over at info@feltiscreations.com and let us know what item you would like to add to your order and once it is completed you'll receive an invoice throught email where you can pay the additional cost.
We are unable to do this during major events such as the holiday season or a big update due to how busy and overwhelmed it would be.
Cancelling Order
Cancellations may be made within 1-2 days of placing your order if the shipping label has not be created. All cancellations requests are treated on a case to case bases and may be denied or subject to a 20% restocking fee.
Missing Item or Incorrect Item
If you receive your order with something missing or something incorrect we apologize in advance. We are human so we make mistakes.
Please contact us down below with your order number, a description of the issues and if necessary a photo or two and we will get you a solution asap.
Alternatively you may also contact us though email at feltiscreations@gmail.com with the previously mentioned details and I will do my best to resolve the issue.
Sent to the wrong Address
Orders will be delivered to the address that is specified on your order. We are not responsible for incorrect shipping addresses, so please make sure that you input the correct address when placing your order.
If you notice an error after you have placed your order, please contact us immediately by email.
If your order has been shipped to the incorrect address you would need to wait for the order to be returned to us and you will be responsible for the additional shipping charge.
Digital Files
Digital File Issue
If you have any issue with your digital file please contact me down below or directly to my email address feltiscreations@gmail.com I will be more than happy to assit in what every way I can!
Refund for a Digital FIle
Digital products are not eligible for refunds, once you place your order of a Digital File, the system automatically starts the process of preparing the file to be sent to your email.
This is stated in the Product Listings, Collection Description, Shipping & Refund, and FAQ & Information.
Unzip the Digital File
For you to access the Embroidery files you are required to have a program that allows you to unzip files. In this case, we highly suggest using WinRAR.
This program is completely free and safe to use, it is known to be used to unzip and compress file and it is one of the programs that is mostly used by others.
Using Winrar
Once the program is downloaded please follow the next step.
- Go to the file you want to unzip/extract
- Double click and a window with a list of items will pop up
- Close the small windows pop ups as the pop ups are incase you would like to donate/pay for it
- Making sure that the Folder with the "..." is selected, tap the Extract To Button
- A pop up indicating where you want to Extract the file to will pop up, I personally keep it in Downloads
- Once you select where you want it to extract to, Click OK and it should proceed with extracting the files.
- Once its finished you should see the files & folder you extracted in your selected destination.
And your done~!
Why I have to use Winrar to Export/Unzip Files
Winrar is a well known program that the vast majority of online users use to be able to unzip/extract files that are large.
Often when files are way too large to upload onto a website, the creator of the files have to compress them to be able to fit under the limit to upload. By compressing the file, their files convert into zip/rar files.
My embroidery files are a large format folder that contains the different embroidery file types I offer and the PDF instruction file which is quite large due to the amount of images I have to properly show each step.