ABOUT THE STORE
Q. Do you have a physical location? Where are you located?
A/ We don't, unfortunately. We are an internet based store entirely. We do, however, attend ocassional conventions and put on events every few months. If you sign up through Twitter or our store newsletter you should get a heads up when they take place.
We are located in Vancouver, B.C., Canada, but ship worldwide.
Q.What are your hours?
A/ We keep regular work hours - Monday to Friday, 9-5 PST. Orders and Customer Service queries placed during the weekend will be answered and processed on the following Monday.
Q/ I want to have a BJD Store too! Tell me what to do?
A. In short? Not easy. Have a business plan, a business number, import and export licenses, PST and GST numbers from the Canadian Government, a customs broker, a good accountant and lawyer. Be ready to put in 80+ hours a week for little pay, make sure you have enough start up capital secured ( Kathy from Dolls and Friends mentions on her blog they started their store many years ago with $50,000 and would probably need more now - if you haven't read her blog on the industry, Doll Thoughts, do!).
Make sure you have a professional looking website or physical storefront before you begin to contact potential suppliers. Research your customer base, find something that makes your store unique. Give it a 110% and always try to give the best customer service possible. Above all, love what you do! Good luck.
Sorry, but we don't have time to respond to individual queries on this subject.
PRODUCTION TIMELINES
Q/ I know that items not in stock are via pre-order, and subject to production times - what are the production timelines?
A. They vary from company to company - and though we do our best to keep you appraised of them, we list them as our suppliers instruct, and have no control over them. Currently, however, these are the production times for some of our more popular companies:
- FAIRYLAND: 40-60 business days
- Dollzone - 45- 55 business days
- Dollheart: - 2 months
ABOUT THE DOLLS
Q. What are BJD?
A/ BJD - Ball Jointed Dolls. Collectors and fully posable, fully customizable polyutherane resin dolls.
Q. Can I buy these for my child?
A/ BJD are meant as collectors items, not toys. Although durable and nowhere near as fragile as porcelain and other materials, they should still be treated as collectors items. They are also anatomically correct and made out of resin - a material not meant to be put in one's mouth or breathed in. We do not recommend them for young children.
ABOUT THE OUTFITS
Q. I like XYZ Outfit, do you make them on people sizes?
A/ No, unfortunately our items are strictly doll sized. The exception - Dollheart is planning on coming out with a people size fashion line soon!
Q/ I love X Outfit, but I want it in a different colour/ with alterations.
A/ Apologies, but we do not do custom work or alterations. All items are as is, made to fit a general range. There are no colour substitutions.
Q/ I LOVE Z design! I want to make it for myself/ my doll.
A/ Unfortunately you can't. The companies we represent hold the copyright and exclusive reproduction rights to their designs and outfits, and we hold copyright and exclusive reproduction rights to any of ours. You cannot copy/ alter / or reproduce them in any way. This applies to any and all designs submitted to the Fashion Design contest.
The exception are any of our Yukata/ Kimono, as the pattern is readily available and in the public domain.
ORDERING
Q. I paid for my order a few days ago and I still haven't received it.
A/ Pretty much all our items are by pre-order. That means they will only be ordered from the companies at the time of ordering. Also, please note that we do not place orders every day, but rather twice a month. Certain companies, such as Dollheart, allow retailers to place pre-orders about 2 months in advance of outfit releases; while this means that you get the chance to get one (most sell out before they're made available to the public) it also means that the will take 2 + months in production. We have no control over production times, as those are estimates given by our suppliers. You are always welcome to ask customer service if an item is in stock, or when the next pre-order date is.
Q. Will X clothes fit Y doll of Z measurements?
A/ We only carry certain types of doll, and many types of clothing, so can't really answer questions like these. However, there are plenty of doll lovers forums that have comparison threads to help you along with your shopping. Its always a good idea to research what will fit on your resin kids, to avoid dissappointment.
Q. The release for X is YZ, but it says its out of stock!
A/ All items are listed in advance, but only go live the day of their release. If the release date hasn't happened, they are not sold out. Generally, go by the release date listed in large red letters in the listing itself.
Q. I know it says $250, but I only have $200. Can't you discount it just for me?
A/ No. Our prices are firm because we are retailers. We don't set the prices. Our prices are all in US funds, as that is the set currency by our suppliers.
Q./ I want to pay in Canadian dollars, can it be done?
A./ For less confusion and for ease of ordering ( as all our suppliers take their payment in US funds, as opposed to any others), and because of the fluctuating currency exchanges all prices are listed in US funds. HOWEVER- If you look on the left hand side of the menu you can see the CURRENCIES dropdown, which will allow you to calculate the total/ shop in Candian Funds.
PROMOTIONS
Q. I want to use X discount coupon, but also get free shipping!
A/ Unfortunately, you can only take advantage of one promotion at a time, as our cart will only accept one coupon per order. Generally we advise you go with the one that is the better deal for you. Be aware that purchasing an item on layaway renders you ineligible for all promotions.
Please note - Free Shipping items will be sent via CANADA POST AIRMAIL if they are MSD sized or smaller.
PAYMENT
Q. What currency do you accept?
A./ All our items are listed in US funds, as that is the MSRP set by our suppliers, so we take payment in US funds. However, being a Canadian Company we also accept payment in Canadian funds - if you click on the left hand size of the menu there is a Currency dropdown that will calculate the total in Canadian Funds for you.
Q. Can you use credit card payments without a Paypal account?
A. Yes you can use Paypal to pay with a credit card without having a paypal account. However, to the best of our knowledge, this method currently only works for residents of the United States.
Q. How do you pay with a credit card without a Paypal account?
A. After checking out through our cart, select PayPal IPN. You will be directed to the PayPal website. On the left hand side you will see a secure credit card form that you can use for this purpose. On the right side you can log in if you have a PayPal account.
Q. Can I pay using a money order?
A. Regrettably, due to fraud and many orders placed but never paid we have discontinued accepting Money Orders or chequesas of MAY 2009. If you are a customer who has previously been paying via Money Order and are in good standing please contact customer service.
Q. Can I just send you a cheque?
A. No. We don't accept personal cheques.
Q. Do I have to pay right away?
A. Yes. We do have a couple of layaway spots available each month, but they are based on feedback from other sites. Payment is expected within a week, or the order will be cancelled. For money order payments ( made before May 2009, as Money Order payments have now been disallowed), there is a grace period of 2 weeks. After that, customer will be advised and the order cancelled. Customers that default on payment will have their accounts flagged.
SHIPPING
All detailed shipping info can be found here: http://www.featherfall.ca/store/index.php?main_page=shippinginfo
These are some of our more FAQs:
Q. My package is not here yet, but it says 'Delivered' in my account.
A/ That is the way the cart nomeclature works. We mark it as delivered when it has shipped. We ship every Friday and Monday.
Q. I haven't received a tracking number for my order.
A/ All our small boxes ( clothing, accessories, other small items) ship via Canada Post Airmail if they fit the approved weight and size restrictions. This service DOES NOT carry tracking. You are always welcome to upgrade to EMS ( contact customer service for additional charges) if you require a tracking number.
Dolls normally DO include a tracking number as they are shipped via FedEx and Canada Post Expedited where applicable( depends on size/ weight and destination), and FedEx emails those directly to our customers. However, if you have not received it within 3 business days of being told it shipped, do contact customer service. Dolls shipped overseas are sent via Airmail which does not have tracking, and generally take 2-4 weeks in transit.
Q. I haven't gotten a shipping notification yet!
A/ You will get one when it has shipped. If its in stock you would have been notified - otherwise it is a preorder.
The cart notes it as 'Delivered'. Please note we only ship Mondays and Fridays.
Q. I know I'm Mary and live in X, but I want it shipped to Joe that lives in Y.
A/ Unfortunately its our policy that we do NOT ship to 3rd party addresses. No exceptions, as this is the only way that paypal covers shipments.
Additionally- please keep consistent the listed Billing and Shipping addresses; our cart does not differentiate, so we will ship to the first address listed on the order form.
Q. Why won't you ship to a P.O. Box?
A/ We do, when they are small packages that can be sent via Canada Post Airmail. FedEx does NOT ship to P.O. boxes, and as that is the one courier we employ for doll deliveries, we cannot ship dolls or heavier/ bulkier items to P.O. boxes.
Dolls in the US/Canada that are MSD sized or smaller CAN ship to P.O. boxes ( depending on size/ weight) - they will ship Canada Post Expedited.
Q. My customs charges me a lot. Please underdeclare my order for $10.
A/Can't. It is illegal and against our policy.
RETURNS
Because most things are made on order, we do not take returns unless there is a defect with the garment or accessory. If there is an issue, please contact customerservice@featherfall.ca within 7 days of your order's arrival, and provide photos of damage/ concerns.
As production/ shipping times for pre-order items are out of our control, there will be no refunds based on these.
Should an order be cancelled, there will be a 25% restocking fee.
Please note - past 60 days from payment Paypal does not refund Paypal fees. We are not responsible for refunding fees that were never paid to US, so we will not send you extra.