BUYING AND SELLING THINGS ONLINE CAN BE WEIRD AND CONFUSING SOMETIMES. THIS PAGE IS HERE SO WE CAN BOTH AVOID THOSE FEELINGS.
FEEL FREE TO CONTACT ME DIRECTLY IF YOU HAVE ANY QUESTIONS REGARDING THIS INFORMATION.
FIBROUS processes individual orders using Stripe, which accepts all major credit cards and Apple Pay. If you live in the Austin area and wish to pay cash, feel free to contact me to arrange your purchase.
Wholesale orders are processed via Square invoice and include a 3% processing fee. If you wish to avoid fees, you can send payment via Venmo or check via instructions on the invoice. Additionally, please include your Tax ID number on the wholesale order form if you wish to waive sales tax on your invoice. If no Tax ID is provided, sales tax will be included.
DEPOSITS / PREORDERS
Pre-Orders and Wholesale Deposits to secure your order for a future date are processed via Square invoice and are typically 50% of the order total, unless agreed otherwise. These orders are fulfilled on a first paid, first served basis. Please contact me for more information on how to proceed with this type of order.
AVERAGE TURNAROUND TIME
Ready to Ship: 1-3 business days before shipping
Made to order: 10-14 business days before shipping, depending on the size of your order
SHIPPING + TRACKING
All orders are shipped via USPS and include tracking within the United States, which will be sent via shipping confirmation email. If you need your order rushed via priority or express shipping, feel free to select the appropriate upgrade option for your order. If the option is not available on your item, feel free to contact me prior to ordering, and I'll be happy to assist you with the correct shipping total.
LOCAL PICK UP
If you live in Austin, feel free to use code LOCAL to waive the shipping cost and pick up your item at Broad Studios. After you place your order, please respond to your order confirmation email to coordinate your pickup time!
REFUNDS & EXCHANGES
Refunds or exchanges will be offered only if the item was damaged during transit or the wrong item was received. If you change your mind on an item after checkout and before the item is shipped, please send me a message to work out the best solution. I take immense care to package all of your goods to arrive safely, but if your item was damaged during transit, please send me a photo of the damage as soon as it arrives. Upon assessment, I will either send a replacement at no cost or issue a refund once the item is returned.
SHIPPING COSTS FOR REFUNDS & EXCHANGES
I do not refund shipping costs for refunds/exchanges but if you do opt for an exchange, the final product will be shipped to you at no cost. If your package is sent to an incorrect/old address (provided by the customer), USPS will likely return to sender, upon which you will be responsible for any additional postage costs to send your package to the correct/current address.
Once your shipping notification is sent, FIBROUS is no longer responsible for any packages lost, stolen, or delivered to the wrong address. Please be sure all of your information is entered correctly as I want your package to arrive safely as much as you do!
CARE & CUSTOMS
Detailed care instructions can be found on the care page. Please contact me if you have any questions or concerns about the care of your piece. I'll be happy to assist you in any way that I can to ensure you are satisfied with my work for as long as possible.
Please feel free to message me anytime if you would like to create a custom piece for your space. Customs are typically billed half up front and half when the piece is finished via Square Invoice. When your piece is finished, I will send you a photo for approval and after final payment is processed, your item will be shipped priority via USPS with tracking included.