Shipping policy



 

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 orders@flowtoys.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.


DO YOU HAVE SHIPPING PROTECTION?

Yes we do! You can add shipping protection to your order in the cart drawer before checkout. With shipping protection, your order is protected against loss or damage in transit.


What’s not covered?

Shipping protection does not cover against theft - if your package was a victim of porch piracy, we empathize with you! While we cannot fully cover a replacement package, we’ll do our best to help you. Please contact us.


Lost order?

If you purchased shipping protection and haven’t received your order within 20 days (US) or 40 days (non-US), please email us and we’ll help you out.


Order damaged in transit?

If you purchased shipping protection and received a damaged package, please email us at info@flowtoys.com with photos of all sides of the box & contents, and we’ll replace the damaged part.


WHEN WILL I RECEIVE MY ORDER?

Depends on whether your order is ready-to-go or made-to-order. Also depends on which shipping option you choose. We prioritize Express orders, followed by Priority and then First class/Ground.


Props with no lead time: We pack and ship out most orders within 4 business days, often faster, though we do not ship on weekends. We are small family business, and treasure our mental health and time with friends and family :)

Props with a lead time: Some flowtoys, especially staffs, full vision props and all custom orders , are made-to-order. They might have a lead time of 1-2 weeks before shipping. Please check your specific product page for our estimated lead times.


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. 

We are happy to respond to your questions about your order and tracking, but please note that we are a very small team and "where is my order" questions can lead to delays for all. Thank you for your patience and support!

 

SHIPPING OPTIONS

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Shipping disruptions

Carriers have temporarily suspended international mail shipment to destinations including Israel, UAE, Saudi Arabia etc. If you place an order with shipping to an affected country, we will need to hold your shipment until the suspension is lifted.


Please feel free to email us with any questions as we monitor the situation.

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We prioritize Express orders. Below are estimated delivery times once your order has shipped. We reserve the right to choose a comparable shipping option if it's more secure/expedited.


US shipping options:

  • Ground: Small packages can be sent first class. It's the most economical option. USPS says 2-5 business days ship time, but there are no guarantees and it could take longer, and during busy seasons it often does.
  • Priority: Affordable, standard air shipping. USPS says 2-3 days, but there are no guarantees and it could take longer.
  • Express: USPS promises 1-2 days ship times with a money back guarantee.


Outside the US options:

  • All orders may be delayed by customs - we have no control over this.
  • Shipments to South Africa, Mexico, Central & South America, Greece etc.): We’ve found that USPS can be unreliable in some countries. In order to get your order to you, we may need to reach out to upgrade your shipping option to DHL
  • First class international: Cheapest option. Shipping times vary by destination and can take 1-4+ weeks. Tracking should be available through your country’s post once it has left the US.
  • Priority International: USPS says 6-10 business days to ship, but can vary by country. No guarantees. Length restrictions apply to some countries. Tracking should be available through your country’s post once it’s left the US.
  • Express International: USPS says 3-5 business days to ship, but can vary by country. No guarantees, but are prioritized. Length restrictions apply to some countries. Tracking should be available through USPS.
  • DHL: This option does not appear in our webcart, but we use DHL for larger orders as it's the most secure and provides door-to-door tracking. We also use DHL for long staffs, as different countries have different length restrictions. We will contact you if we need to use DHL. It may cost more in postage and we will invoice you accordingly. You are welcome to cancel your order if the DHL postage is not within your budget.