Policies

 Any questions, concerns, or want to chat? Email me directly at
abbi@festival-treasures.com 

We hope to never run into a problem with our customers and this policy page should eliminate any problems, questions, and concerns.

 RETURNS / EXCHANGES / REFUNDS   

Cancellations must be requested within 1 hour of purchase. No cancellations will be accepted after that, for any reason. As long as I have not started on your order, changes to order may be accepted - ie. size changes, color changes, address change, etc. I cannot guarantee changes to order, depending on current stock.  

All sales are final on hoops purchased during a sale. (flash sales, seasonal sales, Black Friday, etc.)

Refunds & exchanges will be reviewed and processed only with the shop's discretion, as each case varies.

If you are not 100% satisfied with your purchase, please request a refund within 24 hours of delivery. No refund requests will be accepted after 24 hours of delivery - no exceptions. 
Within 7 business days from the date of delivery, you may return your items for a refund - no returns will be accepted after 7 days. If you do not send items back within 7 days, no refund will be issued.

• No restocking fee for Quick Wicks or Kevlar sleeves, as long as the product is in unused condition. For Quick Wicks exchanges, hold on to the Nut-Driver, as we do not include one with replacement/exchanged Quick Wicks.
  
  
• 25% restocking fee on day hoops, sectionals, & all other custom made hoops may be applied
  
  
• Only unused (not burnt) fire props may be returned/exchanged.
  
  
• Customers are responsible for shipping costs on returns & exchanges, unless the item is being covered by warranty.
  
  
• Once the item is received, we'll email you to settle up if there are price differences and any money needs to be refunded or received.

• Always include your name & email in the package along with the return.

Your refund for your items will be issued once the item is returned and inspected. Original shipping costs will not be refunded. Shipping costs associated with items being returned will not be paid by the shop or refunded.

Items will be inspected before a refund is issued. If there is any potential wear from use or any other apparent damage, a 20% repair fee will be deducted from your refund.

If shipping instructions are not followed and items come back with damage from shipping, no refund will be issued.

We will NOT issue a refund simply because "I don't like it" or "This isn't what I wanted". Message us if you have any questions about our listings. Please be certain on your order before placing it. Make sure you leave us a note in your order if you would like something specific. 

About Restocking Fees:
25% restocking fee on day & fire hoops may be issued. No restocking fee on kevlar sleeves or unused wicks. Since most of our products are custom-made-to-order, each one is completely unique. Once returned, a custom prop can sit around indefinitely waiting for someone who wants those exact specs. The restocking fee allows us to reduce the price to help incentivize someone else to bring it home and love it.  

Current build time: 3-5 Days. Current build time for fire hoops is 3-10 days, depending on order queue. Current build time for day hoops is 3-5 days. Current build time may change at anytime without notice.

  SHIPPING  

FESTIVALTREASURES IS NOT RESPONSIBLE FOR WRONG ADDRESSES. REFUNDS OR REPLACEMENTS WILL NOT BE ISSUED BY FT ON ITEMS THAT ARE MISDELIVERED.
Thank you for understanding.

PLEASE double check to make sure you have put in the correct shipping address. We are NOT responsible for packages being delivered to the wrong address. If you have made a mistake, please contact us immediately. You do not need to cancel an order to change your shipping address. Once an order has been shipped & dropped off at the post office, delivery address cannot be changed. 

FestivalTreasures is not responsible for return to sender items. If your package has a wrong address/mismatched numbers/wrong or no apartment number thus causing the package to be returned to us, the customer will be responsible for the return transportation charges. A discounted shipping rate will be offered to those whose packages gets return to us. 

All packages are insured & come with a delivery confirmation number.
You can track your package at USPS.com/tracking

SHIPPING PRICES:
Shipping prices may vary & change without notice - final shipping prices are listed at checkout 

Typical processing/build time is 3-5 business days. We ship Monday through Thursday, with the exception of USPS Observed Holidays. Orders placed on Thursday will be shipped the following week.  

All packages are insured & come with a delivery confirmation number. 
You can track your package at USPS.com/tracking 

The 2024 USPS postal holidays are:

• Monday, January 1 (New Years Day)
• Monday, January 15 (Martin Luther King Jr. Day)
• Monday, February 19 (President’s Day)
• Monday, May 27 (Memorial Day)
• Wednesday, June 19 (Juneteenth National Independence Day)
• Thursday, July 4 (Independence Day)
• Monday, September 2 (Labor Day)
• Monday, October 14 (Columbus Day)
• Monday, November 11 (Veterans Day)
• Thursday, November 28 (Thanksgiving)
• Wednesday, December 25 (Christmas) 

This map will provide you with expected 1, 2, or 3-day delivery areas for Priority Mail shipments. Exceptions apply and delivery time is not guaranteed.

International Orders - We are not responsible for customs/import fees. It is the responsibility of the customer to RESEARCH and UNDERSTAND the import duties put forth by their respective country.  We DO NOT research this for you ahead of time and will not notify you of what you will owe by the customs office in your country.  

International customers - If shipping costs more than what you paid, your order may be cancelled & refunded and/or we will reach out to you to receive the difference. 
SPECIAL NOTICE REGARDING CANADA:
Shipments to Canada are subject to Canadian import duties, sales taxes (general and provincial). and UPS brokerage fees It is YOUR responsibility to know the amount of these taxes and duties. FestivalTreasures will NOT accept return of refused packages and will NOT issue refunds on orders to Canada.
WHEN TO PAY: When your package enters customs in Canada, UPS will call you and tell you what duties, taxes and brokerage fees are due. They will ask you then if you want to pay them with a credit card in advance. If you don't, you'll have to pay an additional "COD" fee upon delivery.
Don't see your question answered? Email me directly at abbi@festival-treasures.com
Fine Print
When purchasing from FestivalTreasures, you acknowledge & agree to:
- the current build time, which is listed on each listing. 
- the price of the product. Price adjustments, discount codes, or sponsee discount codes cannot be added or changed once your order is placed. Discount codes must be entered at the time of purchase. 
- our return policy: no refund/return requests will be accepted after 24 hours of delivery.
- RTS hoop policy: all ready to ship hoop sales are final.