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FREQUENTLY ASKED QUESTIONS (FAQ's)
Q: How long does it take to receive an order?
A: We process most personalized and gift items within 3-4 business days. Exact shipping times depend on the shipping method selected, and the shipping location. We are able to ship orders that require digitizing (converting your logo or ideas to embroidery stitches) approximately 10 days after you confirm final approval of your logo. Of course the time of the year and seasonal increases can make a difference on processing time. Oct thru Dec will take longer.
Q: Oh No! I need it fast is there anything we can do?
A: If you have an “emergency” please contact us. We’ll do whatever we can to make it happen.
Q: How do I place on-line orders?
A: Select the item you would like. Fill in all information boxes (e.g., personalized information, font, etc.).
Click the “Order Now” button at the bottom of the page. Repeat until you are ready to check out.
You can place as many items in your shopping basket as you would like, and placing an item into the basket does not commit you to buying it. You will have the an opportunity to change or delete an item prior to finalizing your order.
You can continue shopping after you have placed an item in the basket. We will confirm your order and order number via e-mail.
Q: Can I ship to multiple locations?
A: If you would like to ship to more than one location, you must place the orders separately.
Q: Can I place an order other than on-line?
A: Yes! You are welcome to order by phone, fax, or mail.
Order by Phone: 1(716) 941-5918
Print Order Form and Fax to: 1(716) 941-5918
Order by Mail: Crooked Nail Creations, 10792 Sharp St., East Concord, NY 14055
We want your order just right. Please remember to include your contact information so we can call or email with questions or clarifications we may have for you.
Q: Do you sell and ship outside the United States?
A: No. We ship only within the United States including Alaska and Hawaii.
Q: Is my credit card safe on-line?
A: Safety and security of your credit card and personal information is as important to us as it is to you. Our secure server takes the characters you enter and converts them into little bits of code that are securely transmitted over the internet through our ordering system. Note: credit card information should never be emailed.
Q: What are my payment options?
A: Credit Cards: MasterCard, Visa, and Discover.
Personal Checks and Money Orders: We will gladly accept your Personal Check or Money Order in US Funds. Make checks payable to Crooked Nail Creations. Unfortunately, we must hold ALL orders paid by personal check for 7 days so funds clear before shipping.
Q: I have something in mind but I don’t see it. Do you take special orders?
A: Yes! We have over 20,000 designs available! And can create more! If you have something special in mind call, email, or fax us and we will do our best to accommodate you.
SHIPPING INFORMATION
Order processing and availability: We process and ship orders Monday thru Friday. Please be sure to contact us if you need an item shipped next day; we will make every effort to accommodate your request. Certain times of the year are busier than others, so please allow additional time when placing holiday orders.
Gift Orders: We can gift-wrap most orders; simply enter your gift-wrap preference and gift card text in the appropriate area during the Check Out process. If you are shipping to multiple addresses, please submit a new order for each address.
Address Accuracy: Please make sure all address information is accurate and complete (e.g., includes apartment or suite number). If a package is returned to us because of an incorrect or incomplete address, we will contact you to correct the address and arrange for payment of re-shipping charges.
Shipping Charges and Methods: We use USPS Priority Mail for smaller orders, and UPS for larger or heavier orders.
RETURN POLICY
We stand behind our products and workmanship. Your satisfaction is our biggest concern, and we make it our top priority. If you are unhappy with a product, we will make it right.
Non-Personalized Items: We are happy to accept non-personalized new unused stock items for a refund or store credit that are returned to us within 30 days of purchase. We will refund shipping charges if we made an error processing your order. To ensure prompt and accurate refund or credit, call us to obtain a return authorization number and make arrangements for the return. Please do not ship returns without an authorization number.
Personalized Items: We will correct or replace defective personalized items and items for which we have made an error in spelling or size. Please be sure and double and triple-check spelling, dates, and sizes of personalized orders prior to confirming your order. We are not able to offer refunds or credit on personalized items that have errors due to a mistake in ordering.
Gift Items: We will correct or replace defective personalized items and items for which we have made an error in spelling or size. Gift order returns are eligible to receive store credit or exchange. Please have the order identification number available when you call. We are not able to offer refunds or credit on personalized items that have errors due to a mistake in ordering.
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