***Current turn-around time (Oct 23) is 2 business days for ready to ship product***

FAQ

:::FAQ:::  

Can I pick up and where are you located? 

Yes, pick up is encouraged. We are located in Shelburne, ON. My 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. 

 

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.  

 

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.  

 

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

Most often, these 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?

NOPE. 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. I will send you the weight, the parcel size and the from address once your parcel is ready to go. 

 

 What payment methods can I use?  

Paypal, credit card, EMT, cash. All are acceptable. Shopify is also integrating Apple Pay and other methods into the mix as well. (Please see below about cancelled orders should you wish to pay by EMT.)

 

:::THE NITTY GRITTY::: CANCELLED ORDERS & RESTOCKING FEES:

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

If your order sits in the pick up bin for 7 calendar days with zero communication from you, Bright Swan reserves the right to cancel this order and refund it with a 20% restocking fee deduction from your total.

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 get the package back to us, and a 20% restocking fee, and refund you the difference. 

If your order sits waiting for shipping payment for 7 calendar days with no payment from you, we will cancel the order and deduct a 20% restocking fee and refund you the difference. 

So, you ask, why the restocking fees? We have spent valuable time and money packaging your order and potentially shipping your order. We have also therefore tied up this product for you, preventing someone else from buying it. Most of the time, we also spend a great deal of time trying to communicate with the original purchaser. Therefore, restocking fees apply. 

 

 

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" are no longer accepted. Abuse of this system and subsequent word vomit in the direction of Bright Swan Creations staff has resulted in this.  

 

SHIPPING INFORMATION

Most often, we ship via Canada Post Expedited Parcel. Shipping rates are calculated at the time of check out. *Please* pay your shipping at the checkout. This saves quite a substantial amount of time, and prevents your package from being delayed while we wait for you to pay your shipping invoice. If you are overcharged, a refund will be issued for the difference. If you elect not to pay shipping at the checkout and instead require me to invoice you, you will be charged an administration charge of $2, in addition to your shipping payment. 

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

SHIPPING TIMELINES

Our policies state that we will have all items shipped within 1 week of order placement, if the product that is available/in stock.

We do our best to have all orders of ready to ship items shipped out within one business day, Monday through Friday. Orders placed on the weekend may take until Wednesday to be shipped out. HOWEVER, it may take one week to ship your order. Why? There are certain times when we get swamped with orders, and while we do call in extra help to pack orders on those times, it usually takes some time to catch up.

Please anticipate any RTS (ready to ship) item will not ship for ONE WEEK after order placement, just to be safe. Our aim is to avoid this at all costs, however, it does happen from time to time. 

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

 

HOW LONG DOES SHIPPING TAKE? 

Shipping to you takes between 1-9 business days, depending on where you are in Canada. Those in the GTA generally take 1 business day, but those in far ends of the country it can take longer. 

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.