FAQ


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

📌 Where Is The PickUp Location?

110 Didsbury Rd. Kanata, K2T0G5.

This location is a Dymon Storage building near the Kanata Centrum Canadian Tire.

 

📌 What Are The PickUp Times?

UPDATED 4th Nov, 2024.


Our new pickup schedule mirrors what Dymon Storage posts for their current opening times. Please note holiday times may vary!

Monday - Friday [8am-9pm]

Saturday - Sunday [9am-6pm]

 

📌 What Will Be The PickUp Instructions?

Please be aware that you will be picking up your order from a electronic safe and you will be given a four digit code that will expire at the end of your chosen pickup day. Orders that haven't been picked up will need to be resceduled. 

Orders should be ready for pickup within 1-2 business days.


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). 

 
Thank you for your understanding!🩷

 

 

📌 Do You Offer Local Delivery?

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, email, and address (with apt number/buzzer) will be shared with GopherIt to facilitate your delivery. We will coordinate with you the best Friday or Saturday and please ensure you are home to accept the order on the chosen day.

 

 

📌 How Much is Shipping?

Shipping within Canada: $15+

Shipping within the USA: $20+

* Each additional item adds a dollar to the shipping cost *

Tracking is included for all shipments and we currently only ship within Canada & the USA. We strongly advise that with the increase in porch pirates - if you believe you will not be home for the day of delivery, please try to get it redirected to a pick-up station where it can be kept safe until your arrival.

We now have small shirt yarn bundles (bonbons) available without the extra shipping! This is the perfect add-on to your cart ❤️ click below to add them to your cart today :)

https://craftystarsstudio.ca/products/zpagetti-bonbons-6-9m-bundles?_pos=1&_sid=50bf244ff&_ss=r

 

📌 Do You Ship Internationally?

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.

 

📌 Do You Have An In-Person Location?

We don't currently have an in-person location but we 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.

 

📌 Do I Have To Pay Duties & Taxes? What About Delays?

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.

 

📌 Do You Take Commissions? 

Commissions are currently suspended.

 

📌 How Long Does It Take For An Order To Ship?

Ready-to-ship items 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. 

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.

 

Do You Of

📌 Do You Offer Wholesale Pricing?

We do not offer wholesale pricing at this time.

 

📌 Do You Accept Returns & Exchanges?

Please be aware that at this time, we are NOT able 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 your order has been 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! 

 

📌 My Package Was Sent Back After I Left It At The Post Office Too Long. What Happens Now?

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!

 

📌 Can An Order Be Canceled?

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

 

 📌 My Package Never Showed - What Do I Do?

Please contact the courier your package was shipped with and ask them to investigate its whereabouts. 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. 

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.