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- 

 

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 here 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 refers to items I make regularly and can make in your choice of color/size/length, etc. I sell out too fast to have many items on the shelf at any given time, so Made to Order allows clients to place an order for their specific item. Many made to order listings are available in the shop for you to pick your colors and details. They take 4-6 weeks to ship.

Custom is a design we are making from scratch. No version of it is available in the shop and it usually refers to costumes and headdresses. I only take very specific custom orders. See further down in the FAQ for details about this.

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. Gonna be honest here. I get so many emails with people asking for order updates who didn't read the shop policies or pay attention to the turn around times listed at the top of the page and emailed to them that if I answered every one of these emails nothing would get made.

In stock ships in 3 to 5 business days (business days are Mon-Fri). If it hasn't shipped in that time then you can probably assume it was Made to Order and has a turn around of 4 to 8 weeks.

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

A. The turn around time for orders is listed in the item description, shop policies, and in the order confirmation email. If your event is outside that time frame (I would extend by a week to be safe) then you should be fine. It is best to send me a message before ordering to ask and/or let me know your need by date.

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 a message/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.My current turn around time is always listed at the top of the website. It is also a soft turn around time, meaning that sometimes the turn around time can be longer than listed. If you need an item by a certain day please send me a message so I can note it in your order. I make all items in the order that they are placed. It doesn't actually take me a month to make any single item, there are just that many people ahead of you.

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. You need to have the following;

1. A VERY clear description of what you want, along with colors, reference photos, and a time frame.

2. For costumes you need to have the ability to send me measurements. You will need a flexible measuring tape and a friend for this, most likely.

3. You need to have the ability to make decisions about what you want. I do not take orders where someone says they "trust my creativity". If I make you a piece, and it isn't what you had in mind (I'm not a psychic) then we are both unhappy and it puts us both in an awkward position. If you want something I made under my own muse's direction you can find those things in the shop.

4. A budget. If you have an idea of how much you want to spend then include this in your email. Custom work is expensive, and I work in expensive materials. If you're looking for costuming on the cheap, I am probably not able to help you and if your idea isn't able to be done in your price bracket I will let you know up front so you can continue on your quest.

If you want a version of something I have made in the past but don't currently see in the shop, email me with a link to the photo and your preferred colors/changes and I will let you know if its possible.