FAQs

How fast is your order processing?
Whenever possible, we will ship orders within 2 business days of order receipt, excluding weekends and holidays.
If we are Out of Stock on an item, we will usually ship the other item (s) on the order, and Backorder out of stock items. Backordered items will automatically be shipped as soon as new product is received in inventory to satisfy the order.
If you do not want us to Backorder items, please state so on your order.
Please plan accordingly when ordering, to allow sufficient time to meet schedules or deadlines. See Shipping Information page for transit times.

Are there differences in color specifications?
Please be sure to provide your color specifications when ordering.
Shades of colors may vary with new lots of Feathers, Beads, Cloth, etc.
Always try to anticipate your needs, and order enough of any color to complete your specific project needs.

Will Grey Owl substitute items in an order?
If we are out of stock on an item or color, we may substitute as closely as possible.
If not satisfied, you may return substitutions for exchange or refund. (See Returns Policy below.) If you wish No Substitutions be made, please state so on your order.

Do you have a remittance policy?
We will only process orders placed via our website when payment is by Credit Card. If payment is to be by Personal Check or Money Order, we will hold such website orders to the side, awaiting receipt of payment. For your own protection, DO NOT SEND CASH. The Post Office is not responsible for cash mailed, unless your letter is sent registered. Credit Cards - we accept Visa, MasterCard, American Express and Discover.

I received my order.
Upon receipt of your order, verify Item Number(s), Prices, Price Extensions and Totals. Always advise us immediately of any discrepancies. The more time that elapses, the more difficult it is to research a situation. Should you have a problem or question regarding your order, please contact us via Phone or Email immediately. We will attempt to correct any problems, or arrange for return shipment.

How do I place a returns?
ALL RETURNS must be authorized in advance. Unauthorized returns will be refused.
NO RETURNS or EXCHANGES after 30 days.
NO RETURNS or EXCHANGES on Custom Made Items, Special Order Items or Cut Materials.
NO RETURNS or EXCHANGES on BOOKS, MUSIC or VIDEOS.
Returns may be subject to a 15% restocking fee.

How do I get an open account?
Open Term accounts are only extended to rated firms who can provide Business and Banking references. Credit must be approved before Open Terms orders will be processed. Terms are NET 30 Days, FOB Factory (actual S&H costs will be billed on invoices, subject to a minimum of $8.00). Interest on Past Due accounts is 18% annually, subject to change. There is a $10.00 Service Charge on all invoices under $30.00.

Are there price increases or errors on your web site?
We reserve the right to change prices and terms, with or without notice.
If your order has substantial increases, we will contact you in advance of processing. WE ARE NOT RESPONSIBLE for TYPOGRAPHICAL ERRORS or OMISSIONS. We reserve the right to change or modify the components of any Kit, should any item (s) not be available. We guarantee that any such changes will in no way lessen the the quality of the finished product, or hinder it's use.

How do I place an informational request?
If you wish information on current products, or items of interest not found on our website, please mail or email your request including as much information as possible. Please provide a daytime phone number. We will endeavor to answer your inquiry as best as we can. See Contact Information page for Mailing Address.

What process do you use to ship products?
Whenever possible, we will ship via UPS Ground Service. Please use your complete address, including Apartment, Lot or Unit number, when applicable. If your address is RR, RFD or RD number, also include the Route or Highway number. All orders are subject to our standard Shipping & Handling fee's.
See Shipping Information page for Charges and other requirements/restrictions.