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CONTENTS
PAYMENT AND SHIPPING QUESTIONS
> What are my payment options?
> When will my stuff arrive?
> Do you ship internationally?
> What are shipping and handling fees?
> Can I buy insurance?
PRODUCT QUESTIONS
> How durable are my flowtoys?
> What is your warranty/replacement policy?
> Can I make a custom order?
> Can I make a wholesale order?
> Can I get some samples?
> How do I operate my flowlight?
> How do I get the caps on and off?
> Please note: Do not use with glowsticks
> Can I use flowlights in my streetlight-based flowtoys?
>WHAT ARE MY PAYMENT OPTIONS?
We accept most credit cards and PayPal. If you would like to purchase flowtoys with a check, money order or Western Union, please contact us at orders@flowtoys.com for details.
>WHEN WILL MY STUFF ARRIVE?
We typically prep, pack and ship your order within 3 business days of receiving it. For both domestic and international orders, you have the options of USPS priority or express mail. For domestic orders, priority mail typically takes 2-3 days to arrive from the time the post office receives your package, but there are no guarantees. If you need your shipment in a hurry, please select express shipping and contact us, so that we may prioritize your order.
Because of the nature of our products, we cannot guarantee that you will receive your order by a particular date. Many of our toys are handmade and we may or may not have everything in stock at the moment. We try our best to keep our site updated and to fill your order as quickly as possible and if there are any foreseeable delays, we will contact you directly. For more on shipping methods, see usps. Arrival times will depend on the destination and your chosen shipping method.
>DO YOU SHIP INTERNATIONALLY?
We ship anywhere in the world using the US Postal Service. You can choose either priority or express shipping.
Priority mail international: Shipping price starts at $16 and typically takes 6-10 business days depending on your destination. Priority mail has NO TRACKING INFO and packages are not insured, though you may choose to purchase insurance.
Express mail international: Price starts at $22 and typically takes 3-5 business days depending on the destination. Express shipping has good tracking information and is automatically insured for the first $100. We recommend Express shipping for countries where packages tend to "get lost" in the mail.
Please note that these shipping times are not guaranteed and that your package could be held up at the customs office in your country. The final shipping cost will be calculated during checkout after you have entered your shipping address, before you pay, so you may check out the cost of the different shipping options. For more on shipping methods, see usps.
Customs duties: If you are receiving your package in a country outside the USA, you may have to pay customs fees, import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information.
>WHAT ARE SHIPPING AND HANDLING FEES?
Your shipping and handling cost reflects the postage and a handling fee of $2.95 for domestic orders and $3.95 for international orders, which covers our time, packaging and addressing materials and resources, and time spent packing and filling out customs forms. If your order fits into a flat rate envelope, we will send it in one.
We have chosen not to incorporate handling fees in the cost of our products, as this would unfairly raise the price of goods for people who buy several products at a time. Handling fee is charged per shipment such that anyone who buys several items is not charged unfairly.
>CAN I BUY INSURANCE? HOW DO I FILE A CLAIM?
Yes you can choose to insure your orders - please include the shipping charges in your insured total if you want shipping cost to be insured as well. If your order exceeds $1000, please contact us directly.
For US parcels, you must wait 21 days before filing a claim. For international parcels, you must wait 45 days. Lost parcels sent to Italy require a 60 day wait before filing. If your package arrived damaged, please take a picture of the parcels before opening it. Damage claims can be filed immediately. If you wish to file a claim, you will need to send us a signed letter stating the following:
- date the package was mailed
- order ID number
- description of items shipped
- if the package was lost or never received OR if it was damaged, to describe the state of damage
- signature and date
We will file the claim for you and keep you posted on the progress of the claim.
>HOW DURABLE ARE FLOWTOYS?
flowtoys system: The flowtoys system has evolved over many years of hard play. Designed and built to be as durable as possible, our tubing and cap based toys are made of polycarbonate and other high-quality materials enabling them to repeatedly hit the ground and handle years of regular active practice and play. Our full staffs with flowlights can handle almost any impact and one of our customers noted recently that their flowtoy worked even after being run over by a car! However they are not intended to take that sort of abuse.
flowlight: Impact resistant materials like polycarbonate, fiberglass and epoxy resin and an efficient easy-to-manufacture design brings you the most durable LED lightstick on the market at an affordable price. We have done everything we can to ensure that the flowlight can take active use, but nothing is indestructible and it is possible that high impacts can split the seam or crack the shell. We have a lifetime warranty against all factory defects and a replacement policy if you manage to break your flowlights.
>WHAT IS YOUR REPLACEMENT POLICY?
We want you to be 100% happy with your order. We are totally dedicated the ongoing development of flowtoys and providing the best affordable illuminated props possible. We stand by our creations 100%. They are modular, repairable and upgradeable and we will gladly repair, replace or refund any product that is found to be unsatisfactory for any reason, at any time. Contact us with a detailed description of what you would like from us and why and regardless of your reason, if we are unable to satisfy your needs then you may return your flowtoy for a full refund. We are always working to improve our designs and your feedback is very important to us.
Flowlight replacement policy:
If the light is defective/not functional and NOT physically damaged (cracks or split shell), we will replace it for free.
If the light is physically damaged (cracked, split), we will replace it for $10/light+shipping ($2/US or $3/overseas).
My cap flew off, what is your policy?: Our toys are well tested and rarely fail if properly assembled, but it can happen. We ask that all caps, connectors and battery doors be checked that they are not damaged and fully secured before use.
Possible reasons for "flying lights"
1. Cracked cap: If the cap has cracked, the cap and any lights that may have broken as a result may be returned to us for free replacement.
2. Partially engaged cap: If the cap was not fully engaged when in use then we cannot be responsible for the results. Replacement parts may be ordered through our website. Please refer to the operating instructions with any questions about how to put the caps on.
The light unit in my oggpoi broke - wahh!: Our oggpoi are made from "Oggz". Oggz are NOT designed or manufactured by flowtoys. They are produced by a company we have no connection with, for the purpose of mood-lighting and though they were never intended for spinning, they make excellent poi, and we convert them in oggpoi for this purpose. We recommend that you avoid hitting them together in high-impact moves like butterflies or against each other and any hard surfaces, like the ground or your head ;)
We want you to be able to enjoy your oggpoi without worry and our guarantee and replacement policy still applies, but we will have to be strict about what is considered damaged vs. defective:
--- Defective products have no significant scuffmarks of signs of large impacts and will be replaced for free.
--- Damaged products have signs of damage, and will be replaced for 50% of the price of the product, or $7.50 for oggpoi units, plus shipping.
‡‡ In both cases, the product must be returned to us, and we are not responsible for the cost of the shipping to us.
>CAN I MAKE A CUSTOM ORDER?
We typically accept custom orders depending on our schedule and nature of the order. Our "standard custom" options are:
- custom staff: you can request any length and number of lights. there might be some restrictions on international orders. extra charges will depend on how many flowlights are included together with a service fee $10-20
- custom poi length - indicate that you would like a custom poi length and we will send extra colored parachute cord with your poi so you can tie them to any length you like - free!
- you may also indicate an exact total poi length, from the handle to the end of the poi, and we can make it just right for you – $10 extra
If none of these options fulfill your needs, please describe exactly what you'd like made with our modular system of tubes, caps and lights, and we can discuss whether your order is feasible.
>CAN I MAKE A WHOLESALE ORDER?
Minimum wholesale quantities for most of our toys are typically 12 or more of any single item. Wholesale orders are only meant for resellers with stores or who plan on contiuning on placing repeat orders - not one time orders. Minimum wholesale quantities for flowlights are 24 or more lights. Please contact us directly at orders@flowtoys.com if you are interested in acquiring wholesale quantities of our products.
>CAN I GET SOME SAMPLES?
You can order any sub-wholesale quantity of our products from our website, and if you place a wholesale quantity order within 30 days, we will credit you the difference in price towards your wholesale order. If you are unsatisfied with the samples, you may send them back for a full refund within 30 days of purchase.
>HOW DO I OPERATE MY FLOWLIGHT?
Please refer to the instructions on the flowlight page
>HOW DO I GET THE CAPS ON AND OFF?
In order to access the light units, you will have to detach the end caps of your flowtoy. Twist it 1/2 turn while pulling. Twist and push to secure the cap back on. Make sure that all caps are fully secured and the buttons are clicked into the tubes before using your flowtoy.
>PLEASE NOTE: GLOWSTICK WARNING!
In 2005, we received a report of a flowstaff shattering. We were quite surprised, as polycarbonate is used in bulletproofing, so we did some experiments and discovered that glowsticks can make polycarbonate brittle!
Our experiment: We placed glowsticks in separate polycarbonate tubes and sealed the tubes with caps, and the results were as follows:
- an un-"snapped" inactive glowstick had no effect on the polycarbonate tube
- a "snapped" (lit/activated) glowstick caused the tube to crack in a few spots when hit hard with a hammer the day after the glowstick was activated
- a “snapped” and cut open (leaking) glowstick caused the tube to crack apart into many pieces without me even touching it!
We experimented with top-quality glowsticks and are not surprised that, in the extreme conditions (e.g. burningman) or with lower quality glowsticks, enough chemicals could have been emitted to cause an entire staff to shatter.
More findings: We did some research and found this explanation from the GE chemical compatibilities guide to polycarbonate -- Esters: Cause severe crystallization. Partial solvents. Avoid.
Glowsticks contain esters and work like this: There are two fluids separated by a glass vial inside a plastic one (the glowstick) when you bend the stick it breaks the vial and the fluids mix. The hydrogen peroxide oxidizes the phenyl oxalate ester, to form phenol and an unstable peroxyacid ester. The unstable peroxyacid ester decomposes, resulting in phenol and a cyclic peroxy compound. The cyclic peroxy compound decomposes to carbon dioxide. This decomposition reaction releases the energy that excites the fluorescent dye that emits the light/color of the glowstick. Interesting stuff huh?
>CAN I USE FLOWLIGHTS IN MY ORIGINAL FLOWTOYS?
The flowtoys modular system was originally developed to protect "streetlights" - LED glowsticks produced by a company named Coltronix that were and still are among the best inexpensive and readily available LED glowsticks on the market. We are very thankful to Coltronix, what they have provided for the global spinning community and for enabling Flowtoys to do what we do today.
While streetlights were the best option available, we now have the "flowlight" and are stoked to offer lights that we've designed for our purposes. More on this.
We decided on the dimensions of the flowlight to account for the length of a streetlight, and to allow for the new lights to link in such a way that would enable them to fit within a curved tube for future flowtoys.
Length of 3 flowlights = 2 streetlights. This make most of our original staffs immediately compatible with the flowlight system. However those of you with 2-streetlight staffs, darts, chucks, escrima and most of our original poi will need to do minor modifications to your current system to house flowlights. We provide you with the following options:
- fold your protective mesh in half and then in half again and place it in your tubing to prevent the flowlight from sliding around
- send your rigs back to us for customization for $10+shipping. If you have a rig that allows for one streetlight, we can only customize it to fit one flowlight
You can phase in flowlights first and then get the new empty rigs later, and you can get "blank" flowlights for only $5 to save money and weight. We try our best to make our system as modular and serviceable as possible, and apologize for any inconveniences caused in our endeavor to supply you with the best possible equipment.
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