FAQ

:::FAQ:::  

Can I pick up and where are you located? 

Yes, pick up is encouraged. We are located in Shelburne, ON. Our address is 511 Main St E, Shelburne, ON. Please note, our driveway is off the back alley - we do not have a driveway off Main Street. Smile for the cameras. Pick up is done via two self-serve Pick Up Bins. Please respect your fellow pick up crafters and pick your items up within 7 days of being notified that they are ready. Failure to do so will result in the parcel being shipped to you C.O.D./cash on delivery. 

 

What does RTS mean?

RTS is an acronym for Ready To Ship. This is the date in which the item has arrived, been inventoried and is ready to ship.  

 

Do you offer rush service?

 

No. We believe that every order is "rush" and paying a little extra for faster service is unfair to everyone else who deserves the same standard of processing and care we put into our orders. . 

 

How do buy-ins work?

Buy-ins are group purchases are hosted by one person (my business in this case) that collects everyone's orders and their money for their item and makes a purchase to a wholesaler/supplier/distributor/manufacturer for a large lot of items at once. Once the items arrive, we sort, inventory and ship to you within a few business days. 

 

How long does it take for buy-in items to come in?

This entirely depends on what the item is, and whether or not it needs to be manufactured for us. The general rule of thumb is between 1 and 8 weeks. All items, when listed for sale/prepurchase, have a RTS/Ready to Ship date on the listing or title. 

For example: our camping cups are RTS within 1 week of the buy closing. Our wine cups tend to be 3-4 weeks. Tree skirts can take as long as 7 weeks.  

 

Do buy-ins ever come in late?

Yes, sometimes they do. The majority of time they do not as we work hard to calculate accurate timelines before you purchase, so you know ahead of time. We account for manufacturing time, shipping time and customs. Most of the time, we are realistic and much of the time, our buys arrive a little early. Occasionally we do see the odd hiccup where our buys arrive late. Unfortunately, this is usually very much out of our control. Manufacturing delays do not often happen, but do from time to time. Shipping delays happen during peak volume times (August through December), and customs inspections sometimes take more than a day. While delays can happen, they usually do not. 

 

How long does it take to ship Ready To Ship/RTS products?

We work *really* hard to keep these timelines down low, but occasionally, they rise to 1 week. Most often, ready to ship items are shipped within 2 business days of your order. It's YOUR product once you purchase it, and I know you are eager to get your items. We also understand the vast majority of you rely on these items for your businesses, and efficient turnaround time is required for your reputation. 

My fine-print policies state that we will ship all RTS items within 5 business days. Please expect it in around 5 business days, to be safe, but we will do our absolute best to be as quick as possible.  

Out of stock RTS items most often have a RTS date on them. For example, black koozies that are RTS Dec 21 have been re-ordered, and you can pre-order the items coming in, but they won't ship until near the RTS date. 

 

Can I use your pictures for presales?

YES!! Absolutely. Any pictures posted on this website, or the Facebook group posted by us, you may use without asking. There is one exception - you may NOT use my pictures to source product elsewhere. Please do not use pictures posted by anyone else without their permission. Please also understand if the original poster does not want to allow you to use a photo of his/her work for you to obtain presales. 

On that note - WATERMARK your work. Whether it's for presales, or actual sales, watermarking lessens the chance your photos will be stolen. 

 

Do you have minimum orders?

NO. Very rarely do I have any sort of minimums. Occasionally I have bundles, but that's it. However, it is in your best interest to buy in bulk due to shipping costs. 

 

Do you ship lettermail?

No. Lettermail is for letters. We are not shipping letters, so we ship by parcel. We do ship in shipping bags, bubble mailers and boxes. 

 

How do I determine shipping costs? Do you provide estimates?

We do not do estimates. Instead, add the items to your cart, and start the checkout process. 

 

I have my own Canada Post or courier account. Can I send you a label? 

Absolutely. We will send you the weight, the parcel size and the from address once your parcel is ready to go. We cannot do this until your items are boxed up.

 

What payment methods can I use?  

Paypal, credit card, EMT/e-transfer, cash. All are acceptable. Shopify is also integrating Apple Pay/Google Pay and other methods into the mix as well.

 

:::THE NITTY GRITTY::: ADDITIONAL POLICIES:

BRIGHT SWAN reserves the right to cancel any order we feel necessary. Bright Swan may elect to implement restocking fees to any cancelled orders. Restocking fees are 20% of your subtotal(s). 

Pick up orders: Bright Swan reserves the right to cancel your order minus a 20% restocking fee if you fail to pick up within 7 calendar days with zero communication. It is your responsibility to watch your email - if  you receive an order confirmation email, all follow up emails should be received without problem as well. If you have a known issue with your email address, we encourage you to use a secondary email address for your orders instead. 

If your order is non-deliverable by courier or Canada Post, Bright Swan reserves the right to cancel it after it arrives back to our location. We deduct the cost of the shipping to you, as well as the shipping charges to get the package back to us, and a 20% restocking fee, and refund you the difference. 

If your order sits waiting for your shipping label for 7 calendar days after your "ready" notification being sent, along with the label instructions, Bright Swan reserves the right to cancel your order, minus a 20% restocking fee. 

So, you ask, why do we do this? Bright Swan is not a storage facility. Therefore, we cannot store your paid for items for long periods of time. We are *happy* to accommodate special needs, but we require those needs to be communicated to us. Please do not leave us hanging. If you cannot pick up in 7 days, no problem! We understand. But please let us know with a date in which you will be picking up. This also goes for label creation. We also have spent valuable time picking your product (and in many cases, preordering it specifically for you), as well as time and money packaging your order. We have also therefore tied up this product for you, preventing someone else from buying it.  

 

 

EMT PAYMENT & CANCELLATION POLICY: When you check out, payment is required unless we have previously discussed payment terms. If you fail to make payment within 24 hours with no prior communication to us about your needs, your order will be cancelled.  Ensuring payment is made is the purchasers responsibility.

"Payment terms/30 day terms" are not accepted.   

 

SHIPPING INFORMATION

Shipping rates are calculated at the checkout. We offer shipping via different courier options, as well as Canada Post. If you only have a PO Box listed in your shipping address info, we must ship your parcel via Canada Post, even if you have chosen for us to use the courier of your choice at the checkout. 

Shipping rates are calculated at the time of check out. Shipping is to be paid at the checkout. 

At this time, we only ship to addresses in Canada. 

 

SHIPPING TIMELINES

Ready to ship items are shipped usually within 1-3 business days of your order being placed. We do post our order filling timeline on the top banner of the website for your easy access. We do our best to ship all ready items ASAP. 

Patterned vinyl generally takes 1 extra business day. 

For items that are prepurchased as part of a buy-in, they will ship out within 3-5 business days once they arrive unless otherwise posted. We aim to get these out within 1 business day, but that is not always possible for huge orders. 

 

HOW LONG DOES SHIPPING TAKE? 

This 100% depends on where you are located, which shipping option you choose, and if we are in peak season or not. Shipping generally takes a week or less, but occasionally this can take longer if you are rural, or if we are in busy season. Thanksgiving through Christmas is considered peak season, so this is expected to take longer than the standard. Add in Covid-19, and shipping delays are happening sporadically and are entirely out of our control. Stay at home orders put huge increased demand on the couriers, sometimes causing delays.  

 

CAN I COMBINE ORDERS TO SAVE MONEY ON SHIPPING? 

Why yes, of course. Simply log into your account and see if your order has been shipped. If you do not use accounts, check your email. If your order is still here and has not been shipped, simply check out and choose a free option for shipping (specifically the one that says you have a current open order and have already paid shipping). 

If your order has a tracking number associated with it, it’s unfortunately too late to combine shipping.