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 may result in a order cancellation minus a 20% restocking fee. 

 

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

Check our current order processing timeline at the top of the website. It is generally within 1 to 2 business days. We are super eager to get your items to you, as quick and efficiently as possible.  

 

How long does it take me to get my apparel order? 

Apparel is generally done on a weekly basis via preorder only. You can place orders all week long. We place distributor orders for apparel on Tuesdays at 6am, and the apparel usually arrives on Thursday. We sort and ship from there but it's almost always out the door before Friday end of day. 

 

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.