1. Register/log-in: All customers have to register and log-in to place an order. Logging in before placing items in your shopping cart often helps eliminate glitches, and enables the cart to accurately calculate shipping costs and know whether you need to pay sales tax.
2. Sales tax: The default address is in the US State of “California” and the sales tax is 9.75%. If you are NOT registered/logged-in, you will see the sales tax applied to your total. If you are shipping to California, you will be charged sales tax. If you are not shipping to California and you have logged in, the sales tax will disappear.
3. Coupon code: There are several dedicated flow artists around the world, who have Flowtoys coupon codes that they promote to their communities – we cannot provide customers with these codes for a discount before checkout. If you have a coupon code, you MUST enter it in the web-cart before checkout. Please note that we CANNOT apply coupon codes retroactively or to non-web orders. All codes are one-time per user codes, so if you forget to use it, you can use it the next time.
4. Order confirmation: When you have successfully placed your order, you will receive a message noting that your order has been “PROCESSED”. This message is automatically generated and often ends up in a spam folder – please check your spam.
5. Tracking number: When we print your shipping label, you will automatically receive another message noting that your order is “COMPLETED". This message contains your tracking number – it is automated and often ends up in a spam folder, so please check there, if you do not see it in your Inbox within 3 business days of placing your order. Note that Priority Mail International does NOT have tracking. Only US Priority and Express, and Express International have tracking information.
Phone orders
We are a very small company and currently do not have staff who can take phone orders. If you have any questions, we'll happy to help you via e-mail at info@flowtoys.com. We will often answer your e-mail almost immediately, though you can expect to hear back from us within 3 business days.
If you do not hear back from us within 3 days, it is very likely that your e-mail ended up in our spam folder, which we check about once every two weeks. Please try resending your e-mail from another address or remove flashy emoticons from the message and exclamation marks in the subject line - our spam folder tends to gobble up such messages.
If you absolutely need to talk to us via phone for some reason, email us a request to call you and we will try to get back to you when we can.
Custom orders and requests
Need your poi or staff to be a specific length? A multi-segmented creation? Extra long props for stilting, or something that is not offered as a standard option on our website? E-mail the toymakers at orders@flowtoys.com with your request.
- Service charge for custom props is about $10-20 each, depending on the complexity.
- Custom staff/poi/club length is $10 and there might be a lead-time.
- Custom flowlight wand color fee is $20 and there might be a lead-time of 2 weeks.
- Custom flowlight colors: We are currently too busy to offer the service of making custom flowlight colors, but if you know someone who can solder LEDs, you can carefully open flowlights and switch out the LEDs to whatever color you would like.
Wholesale orders
Please contact us directly for wholesale orders at orders@flowtoys.com Wholesale pricing is offered only to resellers who are purchasing for resale. California resellers need to provide California Resellers license.
ORDER FAQ
Why is my order not going through?
Logging in before placing items in your shopping cart often helps eliminate glitches. If this does not work, it could be your payment method or that there is something glitchy with the server or your connection. Refresh your browser, wait awhile and try again. If this doesn’t work, you can email us at orders@flowtoys.com and we will try our best to help you place a successful order.
How can I change my shipping address?
If for some reason, you cannot update your shipping address and wish to change it, please write down the correct shipping address in the “Customer notes section.”
If you have already placed your order, you can send us a message at orders@flowtoys.com - please write “change of address” and your “order number” in the subject line. Note that we often send out packages within a day of receiving it. If you provided the incorrect address and we have already shipped your order out, we will not be able to refund you for the lost package or shipping.
Oops I ordered the wrong thing – how can I change my order?
If you placed an order and changed your mind about some detail or other, you can email us at orders@flowtoys.com - please write “change in order details” and your “order number” in the subject line. Note that we often send out packages within a day of receiving it.
If we receive your message after shipping out your order, you can contact us at orders@flowtoys.com about how to switch out what you ordered with what you really want. We will try our best to get you the items you really want, but we are not responsible for errors made by customers entering incorrect information, and cannot pay for the incorrect items to be shipped back to us, nor reship the order for free.
Can I get a discount or coupon code?
We offer coupon codes to a few flow artists who have committed their lives to the flow arts and who are actively performing, teaching and innovating. The codes are meant to help support these artists who spread and push the boundaries of the artform.
We do not offer coupon codes to encourage people to buy or sell Flowtoys. We hope that people purchase or promote Flowtoys because they want to enrich their lives through this artform, not because they were given a discount or financial incentive.
We are a small family-run company and see ourselves as providing a service to the flow community, not as sellers of stuff. We offer Flowtoys at the lowest price we can, given their unique designs, high quality materials and construction, and excellent warranty and replacement service.
Our website accepts PayPal, Visa, Mastercard, American Express and Discover. We do not accept bank transfers unless you are a reseller. If you would like to purchase Flowtoys with a check, money order or Western Union, please contact us at orders@flowtoys.com for details. Please note that we cannot ship out retail orders until payment has been received.
When will my stuff arrive?
We typically prep, pack and ship your order within 3 business days of receiving it. For both domestic and international orders, you have the options of United States Postal Service (USPS) Priority or Express mail.
For US domestic orders, Priority mail typically takes 2-3 days to arrive from the time the post office receives your package, but there are no guarantees. If you need your shipment in a hurry, please select Express shipping and contact us at orders@flowtoys.com, so that we may prioritize your order.
Because of the nature of our products, we cannot guarantee that you will receive your order by a particular date. Many of our toys and parts are handmade and we may or may not have everything in stock at the moment. We try our best to keep our website updated and to fill your order as quickly as possible. If there are any foreseeable delays, we will contact you directly. For more on shipping methods, see usps. Arrival times will depend on the destination and your chosen shipping method.
Do you ship internationally?
We ship anywhere that the United States Postal Service ships to, which is almost anywhere in the world.
Priority mail international: Shipping price starts at about $20 and typically takes 6-10 business days depending on your destination. Priority mail has NO TRACKING INFO. It is rare that a package gets lost in the mail and Priority works well in countries with reliable shipping, but boo-boos happen and in this case we will not be able to track the whereabouts of your package. If you are in a country where mail is not reliable, please choose Express shipping!
Express mail international: Shipping price starts at about $30 and typically takes 3-5 business days depending on the destination. Express shipping has good tracking information and is automatically insured for the first $100. We highly recommend Express shipping for countries where packages tend to "get lost" in the mail.
Shipping time estimates: Please note that these shipping times are not guaranteed and that your package could be held up at the customs office in your country. The final shipping cost will be calculated during checkout after you have entered your shipping address, before you pay, so you may check out the cost of the different shipping options. For more on shipping methods, see usps.
Customs duties: If you are receiving your package in a country outside the USA, you may have to pay customs fees, import duties and/or taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for details.
Can I get a tracking number?
US Domestic orders: When we print your shipping label, you will automatically be sent a message with your USPS tracking number. Please note that the tracking number only becomes active once your package reaches the post office and the USPS scans it in, so you might need to wait a few hours after receiving the email before being able to track your package. Both Priority and Express shipping have tracking numbers and delivery confirmation.
International orders: When we print your shipping label, you will automatically be sent a message containing your USPS customs label number or a tracking number. Please note that the tracking number only becomes active once your package reaches the post office and the USPS scans it in, so you might need to wait a few hours after receiving the email before being able to track your package. Also note that Priority International has NO TRACKING info – the number you see is a customs label number and often is not scanned in by the USPS and cannot be used for tracking. Express mail international has tracking, delivery confirmation and is automatically insured for the first $100.
What are shipping and handling fees?
Your shipping and handling cost reflects the postage and a handling fee of $2.95 for domestic orders and $3.95 for international orders, which covers our time, packaging materials and resources, and time spent filling out customs forms. If your order fits into a flat rate envelope, we will send it in one.
We have chosen not to incorporate handling fees in the cost of our products, as this would unfairly raise the price of goods for people who buy several products at a time. Handling fee is charged per shipment such that anyone who buys several items is not charged unfairly.
Tip: Get your friends together for a group purchase and save on shipping! This is especially helpful for international orders as shipping starts at about $20/order.
Can I buy insurance?
Yes you can choose to insure your orders - please include the shipping charges in your insured total if you want shipping cost to be insured as well. If your order exceeds $1000, please contact us directly.
What if my package arrived damaged?
If your package arrived damaged, please take a picture of the parcel before opening it and take a picture of the parts that were damaged. Damage claims can be filed immediately. If you wish to file a claim, you will need to send us a signed letter stating the following:
- date the package was mailed
- order ID number
- description of items shipped
- describe the state of damage
- signature and date
We will file the claim for you and keep you posted on the progress of the claim.
How do I file a claim?
For US parcels, we must wait 21 days before filing a claim. For international parcels, we must wait 45 days. Lost parcels sent to Italy require a 60-day wait before filing. If you wish to file a claim, you will need to send us a signed letter stating the following:
- date the package was mailed
- order ID number
- description of items shipped
- if the package was lost or never received OR
- if it was damaged, describe the state of damage
- signature and date
We will file the claim for you and keep you posted on the progress of the claim.
Opening the battery door: We designed the battery door so that we wouldn’t need a screwdriver to open it. The battery door fits within the flowlight’s compact form and is designed to be secure, quick to open and help spread light around the battery without compromising the strength of the shell anymore than necessary. Sometimes opening the door can be challenging like a puzzle box, but there are several tricks to make it easy for everyone!
Basically there is only one direction in which you need to apply pressure to the door to release it and there are several ways to apply that pressure:
There is a slight lip at the tip of the door and the lip needs to go down towards the belly of the light and forwards towards the head of the light. There are “feelers” at the top of the battery door and they need to be released before you can push the door forwards.
You can either use your thumb or another hard object (the tail end of another flowlight works really well) to push down and forwards on the tip of the door. Do not push on the main part of the door itself – this will not release the internal catch. Once you have released the battery door, you can pull firmly on the door to separate the door from the light and access the battery compartment.
Inserting and removing the battery: Insert the positive end of the battery (pointy end) in the direction of the head of the flowlight (pointy end). Push the battery forwards and down. All flowlights that were released since 2010 have a transparent battery pull tab – make sure you insert the battery with the tab across the bottom of the compartment. Pull the tab to release battery. A firm tap on a table or other semi-hard object will also cause the battery to pop out of the compartment - we like using the edge of a bin when changing lots of batteries.
There are 11 different light modes in every flowlight designed for a variety of applications from ambient lighting to a convenient flashlight to safety lighting and of course modes that leave
awesome trails when the light is moving!
2 dimensions of modes: The first dimension has 5 modes and the second dimension has 6 modes. Activate your flowlight by pressing the single button above the battery door to get to dimension 1, mode 1. Press the button again to reach the next mode. The 6th button press will be “off”. To enter the next dimension, hold the button down until the flowlight blinks. Press the button to navigate within this dimension. At any point you can turn the flowlight off by holding the button down for just under 2 seconds.
Memory mode: The flowlight remembers what mode it was in last. If the flowlight is off and you hold the button down, it will turn on, blink, end enter the last mode it was in. This is particularly useful if you have a lot of lights, and always prefer the same mode.
If you have two or more flowlights in a tube - as in flowstaffs, flowchucks, flowpoi duo and trio - you will need to attach the opposite ends of the flowlight to each other for the lights to fit properly. This also helps with sliding them in and out of the tubes.
Be sure to click them together and apart sideways (laterally as shown in the picture), not up and down in the direction of the pivot (vertically), as this can cause some splitting at the seam and weaken the connection.
FLOWLIGHTS IN CRYSTAL CASES w/ O-RINGS
Crystal cases are designed with facets that line up with the button of the flowlight no matter which way your flowlight is orientated, so you can feel and turn on your lights in the dark.
We prefer inserting our flowlights with the head facing downwards as there are two LEDs at the head and this orientation makes for more dramatic light patterns. We offer strong o-rings that you can attach to the tail of your flowlight to enable you to remove your flowlight from its crystal case more easily.
HOW TO USE A SINGLE LOOP HANDLE
We recommend a single loop handle for a secure, versatile and comfortable grip. There are several ways to attach a single loop handle. The pictures depict our favorite method: this grip is secure and you can comfortably spin with your hands relaxed.
Tip: You will need to flip the webbing over as you pull it over your fingers.
ADJUSTING THE LENGTH OF YOUR FLOWLEASH
- Loosen the knot on the end with the extra cord, and move the position of the knot to lengthen or shorten your leash.
- Loosen the loop around the poi head and pull on the handle to snug it up evenly.
- Test the length and adjust as needed, ensure the length of both leashes match.
- Cut off the extra cord and singe the knot to prevent it from coming undone or fraying.
The result is a high performance handle-leash with minimal hardware or knots - great for wraps, hyperloops and other moves where your leashes catch or tangle.
Tip: A popular leash length is from your hand to your shoulder.
ATTACHING LEASHES TO BRIDGE CAPS AND CRYSTAL CASES
Remove the soft bumper from the bridge cap to allow easy access to the bridge. Tie, link or loop your leash around the bridge and pull the cap through the loop.
Inserting bumper correctly into bridge cap: It is important that the bumper is inserted into the bridge cap properly, so that the cap clips onto the tube securely. Align the bumper’s teeth with the buttons inside the cap. Use a flowlight or tube to push the bumper in. Be sure the buttons in the bridge cap snap securely into the holes of the tube.
ATTACHING FLOWLIGHT HANDLE LEASH TO BRIDGE CAPS AND CRYSTAL CASES
The flowlight handle leash consists of a length of cord with a sealed knot at one end, an adjustable knot with extra cord at the other, and a small and strong metal o-ring. This simple design allows for a versatile adjustable leash that attaches to a bridge cap or crystal case on one end, and to a flowlight or other handle on the other, with minimal hardware or knots along the length of the leash.
- Remove the o-ring from the cord.
- Thread the sealed end through the bridge cap or crystal case lanyard holes.
- Put the o-ring over the sealed end.
- Pinch a loop from the other end of the cord & thread the loop through the o-ring.
- Pull the loop through until you reach the adjustable knot.
- Adjust the length as shown.
ATTACHING A FLOWLIGHT TO A LEASH CORD (FLOWLIGHT HANDLE)
Thread the looped end of the leash through the hole in the head of the flowlight. Pull the loop and slip the flowlight through the loop creating a lark’s head knot. Tighten the loop around the head of the flowlight.
ATTACHING/DETACHING CAPS TO TUBES
To attach caps to tubing, place cap over tube, push and twist until cap buttons click into the tubing holes. To detach, twist to release the buttons and pull.
ATTACHING CAPS TO FLOWLIGHTS
Push the narrow “head” of the flowlight between the “teeth” of the bumper inside the flower or bridge cap. The flowlight should hang freely and pull all linked lights out of the tube when you remove the cap.
ATTACHING/DETACHING STAFF CONNECTORS TO TUBING
To attach, insert the tubing connector into a tube, twist until connector buttons click into the holes securely.
To detach, twist the tubes in opposite directions to disengage the buttons from the holes then pull. The buttons are slightly sloped in one direction and twisting one way will release one half of the connector, while twisting the other way releases the other half. Try not to twist them out the wrong way as this can weaken the part. It is easier to feel the correct way when twisting the tube, than to see it.
Flowmass is slightly tapered with more material on one end - make sure the heavier end is installed at the far end of your prop, where it counts.
INSTALLING FLOWMASS ONTO CRYSTAL CASES
Thread the leash through the mass and use the leash to pull the crystal case into the mass. You can hold the leash with one hand and pull the mass along the length of the case with your other hand until the mass is where you want it. If this is difficult, try hooking your handles or leash onto a doorknob or other secure object to pull on it.
There is a circular symbol on the mass, which should align with the button facet on the crystal case, which also aligns with the flowlight button. This allows you to feel for the button from the outside, and creates the most aesthetically perfect positioning of the mass with respect to the crystal case.
INSTALLING FLOWMASS ONTO TUBING
To add mass to tubing, apply a little bit of vaseline/petroleum jelly to the inside surface of the mass and slide the tube through it. Ensure that there is enough clearance at the top for your flower caps to click in properly and securely. Do not use vaseline for mass on crystal cases, as this can cause the mass to slip out.
You will be using soapy water as a lubricant to get the otherwise very tacky silicone grip tube on to your polycarbonate flowtoy tube. Most of the soapy water will be squeezed out and dry within 24 hours. Any substantial bubbles may take much longer, try so squeeze them out.
- This could get messy, we recommend doing it in your bathtub, large sink, or outside.
- Once the soapy water dries, the tube will be firmly stuck and nearly impossible to remove, so be sure you get it where you want it while it's still slippery!
- If the grip will be covering your entire tube, leave some extra and trim it off with a razor, right at the end of the tube (leave room for caps, if any).
- If your grip is not lined up perfectly the way you like it you can also use a razor to carefully trim off extra grip on either side, just try not to cut the tube too deeply.
Instructions:
1. Mix 1/2 cup of water with about 1 teaspoon of dishsoap in a cup or other vessel.
2. Remove all other parts (caps, connectors etc.) from the tube to avoid getting soapy water on them.
3. Wet the inside of the grip tube and the outside of your flowtoy tubing with the soapy water, use plenty, no need to lather, and no such thing as too much in this case.
4. Slide the grip onto your tube and position it as desired.
5. Squeeze any significant bubbles out along the length of the tube (don't sweat the small stuff, you can't get them all!)
6. Rinse off the soapy water and allow tube and grip to dry.
FLOWLIGHT ELECTRONICS
Does your flowlight turn off easily when bumped OR dim out OR turn off shortly after it has been turned on for no apparent reason? 99% of apparently faulty flowlight behavior is simply a battery issue. Charge/change you battery, clean your contacts, check the following:
1. Use only rechargeables or high quality alkalines. The circuitry is optimized for rechargeables. The light is bright and draws a lot of power, so cheapo batteries don’t last long, can’t keep up and makes the light dim out and turn off easily. The difference can be the light lasting under 30 minutes or 7 hours!
2. Your battery is low. Try a battery that you are sure is good; switch your batteries around to double check. It can be very hard to tell when the battery is low and the light may appear faulty, as it turns on at full brightness and quickly dims out or shuts off for no apparent reason. One way to tell if your battery is low is to turn the light to BOLD mode and wait ... If your battery is low, the light will dim and turn off soon.
3. There is something obstructing battery contact! Check that the clear battery pull tab is not wedged between your battery and the battery contact.
Check that your batteries are clear of physical debris. The battery connection is tight, so the plastic cover on some batteries gets torn off a little and sticks to the underside of the battery, preventing a good connection. We trim the extra plastic off all our batteries before sending them out.
4. There is oxidation on your battery contacts. Do the battery or spring contacts have black marks or debris on them? This is oxidation from the battery’s contacts caused by friction/vibration. Clean the battery and battery springs with your fingers, a clean cloth or paper towel and apply a tiny bit of petroleum jelly (vaseline) to the springs. This works wonders to ensure electrical conductivity and prevent future oxidation.
FLOWLIGHT WAND
Did your finger loop turn inside out? Having difficulties getting the battery out? Tips on how to address these and other nifty tips on optimizing your flowlight wand experience.
FLOWTOYS AND SAND/GRIT
Sand and grit can get inside your caps and connectors and make them difficult to put on/take off. If you are using your flowtoys at the beach or any other sandy area, blow out or clean your caps and connectors of any sand before attaching them to your tubing. If your caps and tubes feel gritty, clean them and apply a bit of vaseline for lubrication.
GLOWSTICK WARNING!
In 2005, we received a report of a flowstaff shattering. We were quite surprised, as polycarbonate is used in bulletproofing, so we did some experiments and discovered that glowsticks can make polycarbonate brittle!
Our experiment: We placed glowsticks in separate polycarbonate tubes and sealed the tubes with caps, and the results were as follows:
- an un-"snapped" inactive glowstick had no effect on the polycarbonate tube
- a "snapped" (lit/activated) glowstick caused the tube to crack in a few spots when hit hard with a hammer the day after the glowstick was activated
- a “snapped” and cut open (leaking) glowstick caused the tube to crack apart into many pieces without me even touching it!
We experimented with top-quality glowsticks and are not surprised that, in the extreme conditions (e.g. burningman) or with lower quality glowsticks, enough chemicals could have been emitted to cause an entire staff to shatter.
More findings: We did some research and found this explanation from the GE chemical compatibilities guide to polycarbonate -- Esters: Cause severe crystallization. Partial solvents. Avoid.
Glowsticks contain esters and work like this: There are two fluids separated by a glass vial inside a plastic one (the glowstick) when you bend the stick it breaks the vial and the fluids mix. The hydrogen peroxide oxidizes the phenyl oxalate ester, to form phenol and an unstable peroxyacid ester. The unstable peroxyacid ester decomposes, resulting in phenol and a cyclic peroxy compound. The cyclic peroxy compound decomposes to carbon dioxide. This decomposition reaction releases the energy that excites the fluorescent dye that emits the light/color of the glowstick. Interesting stuff huh?
GENERAL WARRANTY AGAINST MANUFACTURING DEFECTS
Our warranty is intended to ensure a lifetime of satisfactory performance from our products. All flowtoys products are warrantied against manufacturing defects. Please contact us at returns@flowtoys.com if you have any problems.
Many apparently faulty flowlight behavior are due to a battery issue. We recommend you check the support page to see if the issue is something that can be fixed through the tips and videos provided there.
All returns must be sent with prior communication with and acknowledgement from Flowtoys. Please do not send us anything with prior communication, or it will be returned to sender.
GENERAL REPLACEMENT, UPGRADE AND RETURNS: POLICY
Our replacement policy offers a flexible means for customers to upgrade their old rigs, or in the case of accidental abuse, to replace their broken or malfunctioning Flowtoys for a replacement fee (details below). Please note that we can only replace with items that we currently have in stock.
We reserve the right to refuse coverage to any persons or entities that abuse these policies. An example of abuse would be intentional breakage, repeated breakage from the same actions, and returns sent without prior acknowledgement from Flowtoys.
Replacing or upgrading Flowlights
If your flowlight is defective/not working and not physically damaged (cracks, split shell, signs of water damage etc.), we will replace it for free.
If your flowlight is defective and show signs of physical damage (cracked, split, glued or water damage), we will replace it for $10/light+shipping.
If you would like an upgrade or a different color flowlight at any point, you can send your old flowlight in and get a new one for $10+shipping.
‡ You must send your flowlight back to us in order to qualify for warranty, replacements or upgrades.
Replacing ogg units
If the light unit isn't working and there are no scratches, scuffmarks or signs of impact on the bottom part of the light unit, we will replace the ogg unit for free.
If there are clear signs of damage (scratches, scuff marks etc.), we will replace it for $7.50+shipping.
‡ You must send your ogg unit back to us in order to qualify for warranty or replacements.
DVDs, utilikeys, batteries and chargers, hipsacks, pants and fabric gear
We cannot replace or refund any batteries and chargers unless they are defective. Replacement or upgrade policy does not apply to “torofluxes”. We cannot replace or refund any DVDs and utilikeys that have been opened, or any fabric-based gear that has been worn, including hipsacks, t-shirts and action pants. If you purchased t-shirts or pants, and found that they did not fit you, you can return them in brand new condition and we will refund you the cost of the item. You will have to cover shipping back to us.
All other Flowtoys
Please contact us if any of your other Flowtoys parts, including crystal cases, caps and tubes, are defective or broken. Unless they were seriously abused, we will replace your broken parts for free.
If you would like brand-new spiffy looking parts to replace your old, worn crystal cases, tubes and caps, you can send your old rigs in and get credit towards a replacement/upgrade. Contact us at returns@flowtoys.com for details when you wish to make a replacement/upgrade.
RETURNS, REPLACEMENTS AND UPGRADES: INSTRUCTIONS
First step - Contact us at returns@flowtoys.com before sending anything! Do NOT send items to us without first contacting us. Do NOT send any items to the address that is listed on Google Maps or other online maps - we do not accept parcels at that address and your package will most probably not be received there! We are not responsible for lost or damaged merchandise that has been shipped to us.
Include the following in your e-mail message:
- Your name and contact info
- Your order ID if you placed your order on our website, or when and where you got your Flowtoys from (xyz website, festival, gift etc.)
- What is happening with your Flowtoys item: please be specific and mention which item it is and what is happening
- Whether you are looking for an upgrade, return or replacement
We will respond to your email within 3 business days with troubleshooting support and/or send you details for your upgrade/return/replacement.
Packaging a return
If saving money is important to you, we recommend returning your flowlights or other parts in a regular envelope with minimal packaging and sending it via First Class mail. Please ONLY return the item that is to be replaced and not other parts, such as batteries, leashes, casings etc.
If time is of the essence and tracking is important to you, you can return items in USPS Priority or Express, UPS or Fedex. Please note that as a general rule, we do not bear the cost of shipping items to us. Please ONLY return the item that is to be replaced and not other parts, such as batteries, leashes, casings etc.
We recommend using minimal packaging. Sending us one flowlight in a large box filled with non-compostable peanuts is pretty wasteful – we recommend re-using paper, plastic bags or other materials to protect an item, if you think it’s necessary. Do note that newspapers or other printed materials might stain some items.
Please include the following with all returned items
- Item to be returned/refunded/replaced/upgraded
- Your name and return address
- A brief and precise note listing the reason(s) for the return and/or exchange
- What you want as the replacement (flowlight color preference, handle type, specific tube length etc.)
- When you need it by - we cannot guarantee that we will get it to you by that date, but we will try our best
- A check made out to Flowtoys where necessary
Return for replacements/upgrades
We ship all replacements via USPS First Class mail with tracking information and will send you the tracking number in an email. If you need your replacement in a hurry, you must state so in the note accompanying your return and bear the cost of expedited shipping.
Return for refund
A refund will be remitted via your credit card account or a Flowtoys check for the merchandise amount minus the original shipping and handling fees. If you received free shipping on your original order, you will be refunded the merchandise amount minus our shipping/handling costs. A refund confirmation email will be sent to you.
Free promotional merchandise associated with your purchase must be included with your return, or we reserve the right to charge your credit card account for the full retail fee of the promotional item(s). All promotional items must be returned in original, brand-new condition with the returned merchandise.
Please note:
- Returns may take up to two weeks to be processed. If you are in a hurry, please contact us directly via e-mail and we will do our best to accommodate your request, though we cannot guarantee it.
- The customer is responsible for all return shipping charges. We do not issue call tags.
- We will recharge the shipping fee for all packages returned to us due to an undeliverable address or customer refusal.
We inspect every product that has been returned. We reserve the right to refuse refunds and/or exchanges of returned items if one or more of the following has occurred:
- Damage due to heavy abuse
- Dirt, sand, sun and/or water damage, signs of glue, other adhesives or leaking glowstick chemicals etc. in electronic parts
- Related paperwork is absent
- You can still get credit towards another purchase, but we will not offer refund or exchanges for such items
AUGUST 2010 MATERNITY LEAVE ALERT!
Sean and Prisna are having a baby this summer! We are expecting our little one to arrive in late July/early August 2010 and will NOT be responding to e-mails or working during the month of August.
We will continue to fill web orders, but will NOT be filling any custom/odd orders, or off-the-cart requests. Bri, who will fill your web orders and answer all the emails and questions she can, will be at the IJA (International Jugglers' Association) for the last week of July, so there might be a delay in all web orders from 23 July to early August. Prisna will fill your web orders if she is not in labor during the last week of July, but if she is - your order can and will wait :)
General contact note:
We are a very small family company and do not have team of tele-zombies waiting to take your call, but you can always reach us via e-mail at info@flowtoys.com
We will answer your e-mail within 3 business days. If you do not hear back from us, it is very likely that your e-mail ended up in our spam folder, which we check about once every two weeks. You can also try resending your e-mail from another address, remove flashy emoticons from the message and exclamation marks in the subject line - our spam folder tends to gobble up such messages.
