Are you shipping during COVID-19 lockdown?
We are continuing to ship, but are operating on a skeleton crew with a reduced schedule with only one person coming into the office a day to maintain social distancing. Some items like podpoi are ready-to-ship. Others are made-to-order and might have a lead time of 1-2 weeks before shipping.
Our commitment to the safety of our crew, customers and community is paramount. We are happy to serve and continue bringing light and learning to these times, but please understand that we might not be able to turn around orders as quickly as have in the past. Thank you for your understanding and support - we look forward to getting your props to you!
Need your staff to be a specific length? Want a custom tape job? Extra long props for stilters, or something that is not offered as a standard option on our website? E-mail us at firstname.lastname@example.org with your request. We'll do our best to make your dream prop.
Oops I put in the wrong address - can I change my shipping address?
If you have already placed your order and would like to update your shipping address, please send us a message at email@example.com - 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 item - 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 firstname.lastname@example.org - 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 email@example.com about how to switch out what you ordered with what you want. We will do our best to get you the items you want, but we are not responsible for errors made through incorrect information, and cannot pay for the incorrect items to be shipped back to us, nor can we reship the order for free.
Do you ship internationally?
Yes - we ship anywhere that the USPS ships to, which is almost anywhere in the world. The shipping options on our website are USPS, though we sometimes use DHL courier service as we have found that it is faster and more reliable. If you are ordering for international delivery and are not able to receive DHL packages, please make a note in the Customer Notes section.
When will my stuff arrive?
We prep, pack and ship most orders within 3 business days of receiving it. Often faster. For domestic and international orders, you have the options of free shipping, United States Postal Service (USPS) "First Class", "Priority" or "Priority Express" mail.
Props with lead times
Composite props, dragon disc staffs, flowlight wands, and several vision props are made to order and may have lead times of 2-4 weeks to make. Please check the product page for specific lead times and plan accordingly. If you are in a hurry, you can email us at firstname.lastname@example.org and we may be able to expedite 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 do 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.