Convention season is really ramping up and we’re getting inundated with orders and requests for assistance. We’re going to do what we can here to streamline our process and accommodate demand. Expect additional updates within the next few weeks! For now:
1. We are temporarily increasing our turnaround to 15 business days.
2. Correspondence will be split into two streams:
[email protected] - For anything pertaining to an active, open order that has been placed through our order form: update requests, address changes, file modifications, etc.
[email protected] - For any general questions pertaining to our service, file setup assistance, quotes, custom project inquiries and so forth.
(As a reminder, tumblr is not our primary mode of contact, this blog often runs on a queue and is checked sparingly and on top of that tumblr’s messaging systems are disorganized and chaotic.)
Things to keep in mind when placing an order:
ORDER PLACEMENT
Please try to submit your order with files that are properly set up and ready to go.
This is especially true for time sensitive orders. Generally, a rush order is not the appropriate time to submit a set of files with basic setup questions. The comment field is intended to notify us of intentionally atypical setups or other concerns, not for first time file setup assistance. We will be happy to double check your files and answer any questions you have at the new help email above!
We want to do what we can to help artists debut their first charms at their convention! But we also must be able to offer an equal level of service to everyone. If files are not fully prepared we may not be able to offer expedited services. Often, setup steps have been taken into our own hands as there simply hasn’t been time for the back and forth questions and answers. If it is your first time setting up charm files, please give yourself some time to figure things out or simply provide clean hi-res artwork and request our file setup service ($5/charm setup).
TURN-AROUND
Turn- around time is based on the date the order is submitted. Order submissions made after 5:00EST are considered to have been received the next business day.
When placing any order with time sensitivity, be sure to take into consideration both the full estimated 15 business days production time and the additional maximum estimated 4 business days (domestic) shipping time. Any order placed with a deadline shorter than that maximum turn time is considered a rush request. Rush requests are accepted on a case by case basis depending on our current workload and incur additional fees.
Photo proofing, file revisions, setup issues, and extreme payment delay (once the invoice has been sent) all have the potential of many days to our turnaround.
DEADLINE PINCH
Be specific when notifying us of your deadline within the order request. Mentioning a convention date does us little good if you actually plan to be leaving earlier in the week.
Try to give yourself as much leeway and shipping buffer as possible, delays in transit happen all too often and an extra day can make the difference of receiving your charms in time. Be resourceful! If you plan to be staying at a hotel, contact them and see what their policy is for holding packages for guests. Perhaps you have a friend local to the convention that would be willing to accept a package for you. If you are attending a US convention but live in another nationality, it is often a good idea to make arrangements to receive your package within the US.