Answers to your Questions

SHIPPING INFORMATION

What shipping methods are available?

All orders within the US & Canada are shipped USPS Priority Mail; Shipping rates are determined by weight, and are a direct reflection of what it costs to ship right to your doorstep.

Do you ship internationally?

At the current moment we are unable to ship internationally.

How long will it take to get my package?

Orders are generally filled within 2-3 business days. Generally, we expect 3-4 days delivery time once your order has left our studio. You will receive a shipping confirmation with tracking information to the email address associated with your order as soon as your package is on its way to you.

How much does shipping & handling cost?

All orders within the US or Canada that total over $35 are free of charge. Orders under $35 will be charged the standard rate of $5.95.

PAYMENT INFORMATION

What payment methods are accepted?

We accept the following payment methods: Visa, Mastercard, Discover, American Express, and Paypal. For security purposes, your billing name and address must match that of the credit card associated with your order. We reserve the right to cancel any order that does not meet these criteria. Please note that design work and/or production will not begin until after payment has been made, including personalized invoices.

Is buying on-line safe?

Yes! You can rest assured that all transactions on this site are made safely and are protected using a Security Socket Layer (SSL). Our online store is certified Level 1 PCS DSS compliant.

Is sales tax added to my order?

Sales tax will be applied to any order shipped to the state of Michigan.

ORDERS AND RETURNS

How do I track my order?

The best way for quick updates on the status of your order is to set up an account with us at the time of your purchase. This allows you to log in to your account at any time to receive information on your order as its status changes. For the status of your order in transit, please refer to the tracking information contained in the shipping confirmation sent to the email address associated with your order.

How can I cancel or change my order?

Please note that orders cannot be changed or canceled once placed. Please verify your shipping address is correct during checkout. Should you use Paypal, please check your shipping address there as well. Scarlet Crane Creations is not responsible for orders shipped to incorrect addresses.

What happens if I don’t receive my package or it arrives late?

You will receive a tracking number via email for your order once it has shipped. Please refer to the tracking number sent to you to check the status of your order. If a domestic parcel has not been received within 14 days of shipping, or an international parcel withing 45 days of shipping, please contact us at service@scarletcrane.com with your order number & the name associated with your order.

What if my package arrives damaged?

Occasionally, orders become damaged in transit. We work hard to package up everything carefully, but unfortunately, we lose control of packages as soon as they leave the studio. In the case of damaged products, save the box and merchandise and notify us at service@scarletcrane.com with the following information within 15 days of receiving the item:
• your order number
• an image of the damaged product
• your mailing address
We will do our best to replace the damaged product in a timely manner.

What if the product I would like is out of stock or backordered?

Products that are indicated as backordered or out of stock cannot be purchased; this means you will be able to add the item to your cart and the notified once they are back in stock. 

Occasionally, some products may sell out and be labeled as Out of Stock in their product description. When this happens, generally, you will be able to add yourself to our Waitlist. This does not secure out of stock product for you, but rather adds you to a list to receive a notification once the product is back in stock, for you to then be able to purchase in your own time. Discounts, promotions, holds, or other exclusives at the time of your addition to the Waitlist may not be applied to orders once products are back in stock.

Should a product not be making a return to the Online Shop, it will be taken down and become unavailable for purchase indefinitely. Scarlet Crane Creations reserves the right to add or remove products as we deem necessary.

How can I return a product?

We stand by our products. If you have received the incorrect product in your order or item OR the item breaks, notify us at service@scarletcrane.com and let us know within 30 days of receiving the item. We will generate a return label for you to ship the item back to us, at no additional cost to you. We ask that you save all packaging materials for a quick return. We are happy to send you the correct product, provided the replacement product is in stock. Should your replacement product be out of stock or backordered, we will send out your replacement upon the return of out of stock or backordered product.

Any unanswered questions? Contact Us