FAQ

FAQ

Q- Do you vend at events?

A- Not often. In the earlier days of Firebird Leather you could find us all over the place but we quickly learned we are able to make more items, keep prices lower, and avoid burnout by remaining online for the most part.

 

 

Q- What countries do you ship to?

A- 

We currently ship to the following countries;

Austria, Australia, Estonia, Finland, France, Germany, Hungary, Iceland, Ireland, Isle of Man, Italy, Netherlands, Norway, Romania, Sweden, Switzerland, Vatican City, Canada

 

Shipping to Australia is reopen. Prices have gone up. We do not control shipping prices, it is entirely on the carrier.

*We can no longer ship to UK due to Brexit taxes, fees, and unreliable customs.



We are not responsible for any customs or VAT fees. We cannot predict if your country will charge fees on a package. These fees are not included in your shipping charge.


Customs can choose to hold packages for pickup. It is the buyers responsibility to monitor the tracking number to see if a package is held in customs.

We have NO influence over a package once it is shipped. If it is held in customs and not picked up it will be returned and we will notify you. There will be shipping charges to re ship the package. All packages are considered abandoned after 30 days. 


 

Q. I ordered a thing and got the tracking info, but the tracking info says its still in LA/went somewhere else/got eaten by a goat, Can you contact the post office to see where it is?

A. No. Once a package ships I have no further information on it than the tracking info provides. I have no magical portal of contact with the post office. Calling the post office is useless. I have all the same info provided by the tracking number that you do and no more.

A package is only considered lost if two weeks have gone by with no delivery or updates on tracking. If 20 days goes by without a delivery or any tracking updates I can file an insurance claim for your package.

If a package is lost an insurance claim will be filed and your order reshipped or you will be refunded. Note- Insurance does not cover packages stolen from your house. Once they are delivered they are your responsibility. If the carrier has proof the item was delivered then insurance no longer applies and we cannot offer a replacement or refund.

*Note for INTERNATIONAL

- Tracking info for international packages will have a large pause once they reach Los Angeles International Distribution. This doesn't mean the package is still in LA. It means it is being transferred to your countries customs. Depending on your country they may assign it an entirely new tracking number. Sometimes customs will send you a notice notifying you of a package. I cannot make any changes or get any more info than the tracking number provides.

Q. What is the difference between Made to Order and Custom?

A. Made to order means I make the item when you order it.

Custom is a design we are making from scratch. They're usually items not available in the shop all the time or only in a limited capacity.

If you would like to Order something in the store but just have it in a different color then shoot me and email and we can get that set up for you.

Q. I ordered a thing but don't know if it was In Stock or Made to Order. Can you give me an order update?

A. Most of the items in the shop say Made to Order or In Stock in the title.

if it doesn't have a designation it is an in flux item. Prepare for Made to Order turn around times, but it could ship earlier.

 I get so many emails with people asking for order updates who didn't read the shop policies that if I answered every one of these emails nothing would get made.

No, your order cannot be "lost" or "missed". If it hasn't shipped the answer is I'm working on it. 

Sending too many Just Checking emails has a risk of getting your order cancelled and you blocked from the store. This shit is my number one pet peeve.


Q. I ordered an item to wear/have for an event. Will it get to me in time?


A. Read the turn around time at the top of the website and send me an email letting me know your need by date when you place your order. If your date is before the turn around time email me BEFORE placing your order since it may require rush fees.

Q. I included a note in my order form requesting delivery by a certain date but never heard back. Will my order be delivered in time?

Notes in order forms are primarily for details on the item you are ordering, not shipping times. We have to check the schedule to see if we have rush spots available to ship items out early, we can't just do it by request. If you did not get an email back from us we did not see your note!!! We will always send an email back confirming altered delivery dates.

Q. Do you have a storefront I can come to look at your items in person?

A. My shop is no longer open to the public. You can find the shows that I am vending at under the Events tab in the shop.

Q. I am local in Los Angeles or New Orleans. Can I pick up my order?

A. No. Sorry, but my shop is closed to the public, even for pickups. All items must ship, and to be honest, shipping will get it to you quicker than trying to pencil you in around my schedule. Pickups can easily add months to your receiving your item.

Q. My event falls short of the turn around time. What do I do?
Send me an email ASAP. Not a Note on your order form! Some orders will require a rush fee to meet nearby dates. If I am no longer accepting rush orders in time for your need by date or the date is too soon in coming for your item to be ready, I am sorry but I do not cancel orders outside the 24 hour grace period. 


Q.I am purchasing my first flogger. What do I need to know?
A. Please see my flogger FAQ on my blog- http://firebirdleather.com/flogger-faq/

Q. Why is your turn around time so long? What is your turn around time?
A.Most leatherworkers measure their turn around times in half a year to a year. Chill out.

Q. Do you do rush orders?
A. Yes and Sometimes. If I have remaining openings for rush orders then I can accept rush orders for an added fee. My busiest months are July through October and it is not uncommon for all slots to fill up and lead to me turning away orders. You must email me and receive a custom invoice for a rush order.

Q. Can I get an update or progress shot of my order?
A. No. This slows down everyone's orders.

Q. Can I borrow an item for a photo shoot/ film project?
A. No. I do not do rentals, and I do not lend pieces in exchange for promises of photos. I do not do press pulls.


Q. I needed this item in time for this event, but didn't read the turn around time and didn't contact you in time to get a rush order. Why can't I cancel my order, it hasn't shipped so why is it a big deal?

A. I will not cancel orders after the 24 hour grace period because once your order is placed I allocate time for it in the shop which means I turn down work that I would have otherwise said yes to for that time. I order and set aside supplies and deactivate listings when needed. It's the equivalent of hiring someone to do a job, have them tell all other work that they are unavailable for that time, and then at the last minute telling them Nevermind, I don't need you anymore and you're not getting paid.

 

Q. I have an idea for this custom item. Can you give me a quote?

A. Maybe. See the Commissions page.

 

Q. Do you take apprentices?

A- No