FAQ

Below are some commonly asked questions.ย If your question doesn't have an answer below, please contact us here.

๐Ÿ“Œย ๐™’๐™๐™š๐™ง๐™š ๐™ž๐™จ ๐™ฉ๐™๐™š ๐™ฅ๐™ž๐™˜๐™ -๐™ช๐™ฅ ๐™ก๐™ค๐™˜๐™–๐™ฉ๐™ž๐™ค๐™ฃ?

1073 Hollington Street, Ottawa. ON. K1Z6L4.

This location is an apartment building - please be aware that you will have to communicate when you have arrived. Your order will be brought down to you when you arrive at your chosen time slot.

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๐Ÿ“Œ ๐™’๐™๐™–๐™ฉ ๐™–๐™ง๐™š ๐™ฉ๐™๐™š ๐™ฅ๐™ž๐™˜๐™ -๐™ช๐™ฅ ๐™ฉ๐™ž๐™ข๐™š๐™จ?

UPDATED JUNE 21ST, 2024.

The current pick-up times are Monday - Sunday, 7am-10am + 4:30pm - 6:30pm. To pick up during the afternoon timeslots, I must be notified by 10am that day if you wish to come by during these times. My full-time employment is currently overnights roughly 6 days a week.
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My current working hours for responding to emails/messages are after 6:30pm - 10am the next morning. Please note that a day here and there may be unavailable due to personal reasons but you'll be notified when the ready-for-pickup email is sent to you.

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๐Ÿ“Œ ๐™’๐™๐™–๐™ฉ ๐™ฌ๐™ž๐™ก๐™ก ๐™—๐™š ๐™ฉ๐™๐™š ๐™ฅ๐™ž๐™˜๐™ -๐™ช๐™ฅ ๐™ž๐™ฃ๐™จ๐™ฉ๐™ง๐™ช๐™˜๐™ฉ๐™ž๐™ค๐™ฃ๐™จ?

When your order is ready for pickup, you will receive an email asking what time and day you would like to pick up your order.
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Please do ๐๐Ž๐“ show up unannounced! Even though our pick-up times are as listed above, if an order pickup hasn't been scheduled before 10am that day (and confirmed) for the afternoon, I will not be awake due to working daily overnight shifts.
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We understand things happen and you may not be able to make your scheduled time slot, please send an email ASAP so we're aware you won't be able to make it or if you are going to be late. During the 4:30pm-6:30pm time slot, when pickups have been scheduled, I wake up early before going to work to ensure I can accommodate as many people as possible, so on-time pickups are very appreciated!
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Lastly, while we would love to keep orders aside for as long as possible, please try to have your order picked up within 1 week. If you find you are no longer able to pick up your order in person, we can switch you to shipping or local delivery (at an additional cost).
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Thank you for your understanding!๐Ÿฉท

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๐Ÿ“Œ ๐˜ฟ๐™ค ๐™ฎ๐™ค๐™ช ๐™™๐™š๐™ก๐™ž๐™ซ๐™š๐™ง?

We have partnered with GopherIt Deliveries, a local delivery service who can bring your orders to you! Please have a look at the photo below to ensure your postal code qualifies for delivery! (Ottawa & Gatineau region) All deliveries now have a flat $10 fee but the coverage is significantly larger than it used to be!

Please note that your name, phone number, and address (with apt number/buzzer) will be shared with GopherIt to facilitate your delivery. We will coordinate with you the best day for delivery and please ensure you are home to accept the order on the chosen day/timeframe.

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๐Ÿ“Œ ๐˜ฟ๐™ค ๐™ฎ๐™ค๐™ช ๐™Ž๐™๐™ž๐™ฅ ๐™„๐™ฃ๐™ฉ๐™š๐™ง๐™ฃ๐™–๐™ฉ๐™ž๐™ค๐™ฃ๐™–๐™ก๐™ก๐™ฎ?

At this time we only ship within Canada and the US.

Order processing is NOT available on our website outside of these countries. However, for international customers, if there is something small within our store that you would like to purchase and you would like the option to pay the shipping charges related to your order, we would love to create an order with you.

Payment for this option would be through PayPal invoicing.

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๐Ÿ“Œ ๐˜ฟ๐™ค ๐™ฎ๐™ค๐™ช ๐™๐™–๐™ซ๐™š ๐™–๐™ฃ ๐™ž๐™ฃ-๐™ฅ๐™š๐™ง๐™จ๐™ค๐™ฃ ๐™จ๐™ฉ๐™ค๐™ง๐™š ๐™ก๐™ค๐™˜๐™–๐™ฉ๐™ž๐™ค๐™ฃ?

We don't currently have an in-person location but weย do markets on occasion. Eventually we do hope to have a location. Visit our home page for market announcements - we also update our social media with our latest news.

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๐Ÿ“Œ ๐˜ฟ๐™ค ๐™„ ๐™๐™–๐™ซ๐™š ๐™ฉ๐™ค ๐™ฅ๐™–๐™ฎ ๐™™๐™ช๐™ฉ๐™ž๐™š๐™จ & ๐™ฉ๐™–๐™ญ๐™š๐™จ? ๐™’๐™๐™–๐™ฉ ๐™–๐™—๐™ค๐™ช๐™ฉ ๐™˜๐™ค๐™ช๐™ง๐™ž๐™š๐™ง ๐™™๐™š๐™ก๐™–๐™ฎ๐™จ?

Customers are responsible for any duties & taxes that may occur with international shipments. We are also not responsible for any courier delays, once your order is in the hands of the courier, it is out of our control. We do not ship anything without a tracking number.

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๐Ÿ“Œ ๐˜ฟ๐™ค ๐™ฎ๐™ค๐™ช ๐™ฉ๐™–๐™ ๐™š ๐™˜๐™ค๐™ข๐™ข๐™ž๐™จ๐™จ๐™ž๐™ค๐™ฃ๐™จ?

Yes we do! Take a peak at ourย customs pageย for all the details here. You can also find some examples of previous works on this page.

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๐Ÿ“Œ ๐™ƒ๐™ค๐™ฌ ๐™ก๐™ค๐™ฃ๐™œ ๐™™๐™ค๐™š๐™จ ๐™ž๐™ฉ ๐™ฉ๐™–๐™ ๐™š ๐™›๐™ค๐™ง ๐™–๐™ฃ ๐™ค๐™ง๐™™๐™š๐™ง ๐™ฉ๐™ค ๐™จ๐™๐™ž๐™ฅ?

Ready to ship itemsย are typically sent out the next business day but we say 1-2 business days. Please note: we do not ship on holidays and weekends can vary.ย 

Custom items have a varying timeframe, they can be from a couple of days to a couple of weeks, please contact us for more details regarding custom items.

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๐Ÿ“Œ ๐˜ฟ๐™ค ๐™ฎ๐™ค๐™ช ๐™™๐™ค ๐™ฌ๐™๐™ค๐™ก๐™š๐™จ๐™–๐™ก๐™š ๐™ค๐™ง๐™™๐™š๐™ง๐™จ?

Wholesale orders are currently suspended.

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๐Ÿ“Œ ๐˜ฟ๐™ค ๐™ฎ๐™ค๐™ช ๐™–๐™˜๐™˜๐™š๐™ฅ๐™ฉ ๐™ง๐™š๐™ฉ๐™ช๐™ง๐™ฃ๐™จ ๐™ค๐™ง ๐™š๐™ญ๐™˜๐™๐™–๐™ฃ๐™œ๐™š๐™จ?

Please be aware that at this time, weย areย NOTย ableย to offer returns or exchanges. If you realize you ordered an incorrect color/item after purchasing, send us an email straight away at craftystarsstudio@gmail.com and let us know before your order is shipped out. Once the waybill has been created, this option is no longer available as yourย order has beenย shipped out.

For many of our cords, we offer the chance to purchase smaller bundles of colors/styles. This is a great lower-cost option to try out the cord that you are interested in but are not sure about. If we have none in stock of an option you want but we have full bundles in stock, send us an email and let us know! We'll cut the color you are interested in, we'll get some cut and put them in stock!

As our business grows, we do hope to offer an exchange/return program but sadly we are not able to accommodate these requests at this time. We hope you understand!ย 

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๐Ÿ“Œ ๐™ˆ๐™ฎ ๐™ฅ๐™–๐™˜๐™ ๐™–๐™œ๐™š ๐™ฌ๐™–๐™จ ๐™จ๐™š๐™ฃ๐™ฉ ๐™—๐™–๐™˜๐™  ๐™–๐™›๐™ฉ๐™š๐™ง ๐™„ ๐™ก๐™š๐™›๐™ฉ ๐™ž๐™ฉ ๐™–๐™ฉ ๐™ฉ๐™๐™š ๐™ฅ๐™ค๐™จ๐™ฉ ๐™ค๐™›๐™›๐™ž๐™˜๐™š ๐™ฉ๐™ค๐™ค ๐™ก๐™ค๐™ฃ๐™œ. ๐™’๐™๐™–๐™ฉ ๐™๐™–๐™ฅ๐™ฅ๐™š๐™ฃ๐™จ?

If an order gets sent back to us due to a customer not picking it up before a deadline, the order will be refunded MINUS the delivery costs. Sometimes couriers will charge us for orders being shipped back to us. These costs will be deducted from the refund. Please make sure you are collecting your orders before deadlines to avoid this happening as we really don't want to do this!

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๐Ÿ“Œ ๐˜พ๐™–๐™ฃ ๐™–๐™ฃ ๐™ค๐™ง๐™™๐™š๐™ง ๐™—๐™š ๐™˜๐™–๐™ฃ๐™˜๐™š๐™ก๐™š๐™™?

Cancellations are on a case by case basis but if your order has a tracking number already, your order cannot be canceled.

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ย ๐Ÿ“Œ ๐™ˆ๐™ฎ ๐™ฅ๐™–๐™˜๐™ ๐™–๐™œ๐™š ๐™ฃ๐™š๐™ซ๐™š๐™ง ๐™จ๐™๐™ค๐™ฌ๐™š๐™™? ๐™’๐™๐™–๐™ฉ ๐™˜๐™–๐™ฃ ๐™„ ๐™™๐™ค?

Please contact Canada Post/UPS and ask them to investigate the whereabouts of your package. Once your order has been shipped, it is out of our hands and there is nothing we can do. We will try and help the best we can by making suggestions and if you are able to provide evidence that the delivery company was negligent in where they placed the package (or if it is showing up as lost) - we can attempt to get your order refunded. We can only provide a refund if the courier company refunds us.ย 

We strongly advise keeping a close eye on your tracking to ensure you grab your package as soon as it has been marked as delivered. Porch pirates are rampant these days and sadly there is nothing we can do about this. PLEASE if you are not going to be home for the delivery, we strongly advise getting your order redirected to a pickup station where UPS/Canada Post can keep it safe for you until you arrive. If your order has been marked as delivered, make sure to check straight away and if you do not see it, please be proactive and contact the courier company straight away.

We ship orders to the address provided by the customer and if there seems to be something off, we will contact you prior to sending to ensure there are no mistakes. We make every effort to keep an eye on tracking numbers after they've left our hands so if there seems to be an issue or the package is waiting to be picked up, we will likely contact you to ensure notice was given.

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