ordering & shipping


Placing a web order

1. Register/log-in: All customers have to register and log-in to place an order. Logging in often helps eliminate glitches, and enables the cart to accurately calculate shipping costs and know whether you need to pay sales tax.

2. Sales tax: The default address is in the US State of “California” and the sales tax is 9.25%. If you are NOT registered/logged-in, you will see the sales tax applied to your total. If you are shipping to California, you will be charged sales tax. If you are not shipping to California and you have logged in, the sales tax will disappear.

3. Order confirmation: When you have successfully placed your order, you will receive a message noting that your order has been “Processed”. This message is automatically generated and often ends up in a spam folder – please check your spam.

4. Tracking number: When we print your shipping label, you will automatically receive another message noting that your order is “COMPLETED". This message contains your tracking number – it is automated and often ends up in a spam folder, so please check there, if you do not see it in your Inbox within 3 business days of placing your order. Note that Priority Mail International does NOT have tracking. Only US Priority and Priority Express, and Priority Express Mail International have tracking information.


Phone orders

If you would like to place a phone order, email us at orders@flowtoys.com :) We are a very small company and currently do not have staff who can take phone orders 24/7, but we'd love to help you get what you'd like and can set-up a time to take your order.

If you have any questions, we'll happy to help you via e-mail at orders@flowtoys.com. We will often answer your e-mail within a day, though you can expect to hear back from us within 3 business days. If you do not hear back from us within 3 days, please try resending your e-mail from another address or remove flashy emoticons from the message and exclamation marks in the subject line - our spam folder tends to gobble up such messages.


Custom orders

Need your poi or staff to be a specific length? A multi-segmented creation? Extra long props for stilting, or something that is not offered as a standard option on our website? E-mail us at orders@flowtoys.com with your request.

  • Service charge for custom props is about $10-20 each, depending on complexity.
  • Custom staff/poi/club length is $10 and there might be a lead-time.
  • Custom flowlight wand color fee is $20 and there may be a lead-time of 2-4 weeks.
  • Custom flowlight colors: We are currently too busy to offer the service of making custom flowlight colors, but if you know someone who can solder LEDs, you can carefully open flowlights and switch out the LEDs to whatever color you would like.

Wholesale orders

Please contact us directly for wholesale orders at wholesale@flowtoys.com - Wholesale pricing is offered only to resellers who are purchasing for resale. California resellers will need to provide California Resellers license.


Order FAQ

Why is my order not going through?
Logging in after placing items in your shopping cart helps eliminate glitches. If this does not work, it could be your payment method or that there is something glitchy with the server or your connection. Refresh your browser, wait awhile and try again. If this doesn't work, you can email us at orders@flowtoys.com and we will try our best to help you place a successful order.

How can I change my shipping address?
If for some reason, you cannot update your shipping address and wish to change it, please write down the correct shipping address in the "Customer notes" section.

If you have already placed your order, you can send us a message at orders@flowtoys.com - please write "change of address" and your order number in the subject line. Note that we often send out packages within a day of receiving it. If you provided the incorrect address and we have already shipped your order out, we will not be able to refund you for the lost package or shipping.

Oops I ordered the wrong thing – how can I change my order?
If you placed an order and changed your mind about some detail or other, you can email us at orders@flowtoys.com - please write "change in order details" and your order number in the subject line. Note that we often send out packages within a day of receiving it.

If we receive your message after shipping out your order, you can contact us at orders@flowtoys.com about how to switch out what you ordered with what you really want. We will try our best to get you the items you really want, but we are not responsible for errors made by customers entering incorrect information, and cannot pay for the incorrect items to be shipped back to us, nor reship the order for free.

Do you accept returns?
We accept returns of merchandise in new condition for 30 days from date of purchase. Our returns policy only applies to orders made on flowtoys.com. Our forever flow lifetime warranty applies to all flowtoys, no matter where they were purchased. Click here for return details and instructions.

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Coupon codes and special offers

Coupon codes: We do not use coupon codes to drive sales. We do have coupon codes that we have given to a few dedicated flow artists around the world to help support them as they perform, teach and spread the artform to their communities – we cannot provide customers with these codes, but you can find them on the internet if you are so inclined.

We do not offer coupon codes to encourage people to buy or sell Flowtoys. We hope that people purchase or promote Flowtoys because they want to enrich their lives through this artform, not because they were given a discount or financial incentive.

We are a small family-run company and see ourselves as providing a service to the flow community and are in service to promoting the flow arts - we are not merely as sellers of stuff. We offer Flowtoys at the lowest price we can, given their unique designs, high quality materials and construction, and excellent warranty and replacement service.

If you have a coupon code, you MUST enter it in the web-cart before checkout. If your code does not work, please contact the flow artist for their updated code. Please note that we CANNOT apply coupon codes retroactively or to non-web orders. All codes are one-time per user codes, so if you forget to use it, you can use it the next time.

Why is this coupon code not working? The code may have expired. If you know the person behind the code, you can follow their channels, and email contact them for their current code. When a code is active, the discount will show up on the total during checkout. Unfortunately we cannot apply a code retroactively as the codes are one time per user codes and the webcart automatically keeps track of this. Thank you for understanding.

Special offers: We have a Cyber Monday special for web orders (Monday after US Thanksgiving), and occasional special offers. Check our Facebook page or sign up for our mailing list to be the first to know. We also often have onsite specials when we vend at festivals - check out where we will be and visit us at our cart!

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Payment methods

Flowtoys website accepts PayPal, Visa, Mastercard, American Express and Discover.

  • We do not accept bank transfer unless you are a reseller, or making a purchase of over $1000. Please contact us at info@flowtoys.com if you wish to pay by bank transfer.
  • We do not accept Western Union payment.
  • You can use gift cards issued by banks and major credit card companies. If you have any issues, you may need to contact the bank or company that issued the gift card to find out how to use it as an online payment method. If you are still having trouble using it, you may need to use another payment method.
  • You can purchase flowtoys with a check or money order. Please contact us at orders@flowtoys.com for details. Please note that we cannot ship out retail orders until payment has been received.
 

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Shipping FAQ


When will my stuff arrive?
We usually prep, pack and ship your order within 3 business days of receiving it. Often faster. For domestic and international orders, you have the options of United States Postal Service (USPS) "Priority" or "Priority Express" mail.

For some items, you can choose "First Class" shipping, which is the cheapest option. First Class orders are the lowest priority and are typically packed once a week, i.e. might not be packed within the typical 3 business days. Also shipping time varies and we have no way of knowing how long a First Class package will take to arrive at its destination. Sometimes it's as fast as Priority shipping, but it is not consistent.

For US 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 Priority Express shipping and contact us at orders@flowtoys.com, 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 and parts are handmade and we may or may not have everything in stock at the moment. We try our best to keep our website updated and to fill your order as quickly as possible. 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 that the USPS ships to, which is almost anywhere in the world. The shipping options on our website are USPS, though we sometimes use DHL courier service as we have found that it is faster and more reliable. If you are ordering for international delivery and are not able to receive DHL packages, please make a note in the Customer Notes section.

 

Shipping outside the US?


First-Class Mail International Package Service: Shipping price starts at about $15 and typically takes 2-6 weeks in shipping transit depending on your destination. This does not include the time it might take to prepare and pack your order.

First-Class is our slowest mailing option and has NO TRACKING INFO and NO GUARANTEES for delivery time. We offer it as an option for customers who need inexpensive international shipping and are willing to wait up to 6 weeks for delivery. It is rare that a package gets lost in the mail and First-Class works well in countries with reliable shipping, but boo-boos happen and in this case we will not be able to track the whereabouts of your package. If you are in a country where mail is not reliable, please choose Priority Express shipping!

Priority Mail International: Shipping price starts at about $20 and typically takes 6-10 business days in shipping transit depending on your destination. This does not include the time it might take to prepare and pack your order. Priority Mail International has limited or NO TRACKING INFO. It is rare that a package gets lost in the mail and Priority works well in countries with reliable shipping, but boo-boos happen and in this case we will not be able to track the whereabouts of your package. If you are in a country where mail is not reliable, please choose Priority Express shipping!

Priority Express Mail International: Shipping price starts at about $30 and typically takes 3-5 business days in shipping transit depending on the destination. This does not include the time it might take to prepare and pack your order. Priority Express shipping has good tracking information and is automatically insured for the first $100. We highly recommend Priority Express shipping for countries where packages tend to "get lost" in the mail.

Shipping time estimates: 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/or 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 details.

Can I get a tracking number?


Yes! Though not all packages are trackable throughout their journey to you.

US Domestic orders: When we print your shipping label, you will automatically be sent a message with your USPS tracking number. Please note that the tracking number only becomes active once your package reaches the post office and the USPS scans it in, so you might need to wait a few hours after receiving the email before being able to track your package. Both Priority and Priority Express shipping have tracking numbers and delivery confirmation. First Class Mail has tracking, but the information is not guaranteed to be updated as your packages progresses. We typically pack and ship orders within 3 business days and are not open on the weekends.

International orders: When we print your shipping label, you will automatically be sent a message containing your USPS customs label number or a tracking number. Please note that the tracking number only becomes active once your package reaches the post office and the USPS scans it in, so you might need to wait a few hours after receiving the email before being able to track your package. Also note that Priority International has NO TRACKING info – the number you see is a customs label number and often is not scanned in by the USPS and cannot be used for tracking. Priority Express Mail International has tracking, delivery confirmation and is automatically insured for the first $100. If we shipped your package via DHL courier, you will receive a DHL waybill number - you can track your package at DHL.com.

What are shipping and handling fees?
Shipping rates are based on real-time USPS shipping rates, so you are charged what USPS charges for your order to your address. Handling is free for orders $19.95 and under. For orders over $19.95, there is a minimal handling fee to cover our time, packaging materials and resources, and time spent filling out customs forms for orders outside the US.

handling fee structure

subtotal within the US outside the US
$0-19.95 no handling fee no handling fee
$20-99.95 $1.95 $2.95
$100-199 $2.95 $3.95
$199.01+ $3.95 $4.95


We have chosen not to incorporate handling fees in the cost of our products, as this would unfairly raise the price 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. You can learn all about our order fulfillment and shipping process and philosophy on our blog.

Tip to save on shipping: Get your friends together for a group purchase and save on shipping! This is especially helpful for international orders as shipping starts at about $20/order.

If you are ordering something small and light and you not in a hurry, "first class" is your cheapest option.

Can I buy insurance?
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.
 

What if my package arrived damaged?
If your package arrived damaged, please take a picture of the parcel before opening it and take a picture of the parts that were damaged. 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
  • 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 do I file a claim?
For US parcels, we must wait 21 days before filing a claim. For international parcels, we must wait 45 days. Lost parcels sent to Italy require a 60-day wait before filing. 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, 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.

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