Q: I sent you a message. When can I expect a response?
A: Most messages are answered Monday thru Friday from 9:00 am to 4:00 pm, CST but usually within 24 hours. We do monitor emails during non-business hours and will typically respond in the early mornings or late evenings as our schedule allows. While waiting on a response, carefully read the product information and product specific FAQ's listed below each product designer, as most questions can be answered there.
Q: How long does it take to make and ship my order?
A: Our current production time is 1-2 weeks on all orders. We pride ourselves on getting each order out ON TIME. 99.9% of orders ship out on time and by the "2-week" mark. We do not ship orders out late and consider it disrespectful to handle your order in such a manner. If an unexpected delay occurs, please know you will be contacted immediately.
Q: I see I have to use PayPal to pay for my order. I do not have or want to open a PayPal account, what do I do now?
A: You do NOT need a PayPal account to complete your transaction. We simply use PayPal as a credit/debit card processor for increased security and protection of your financial information. Select "Pay with Debit or Credit Card" instead of logging in. If you are experiencing issues transferring your cart to PayPal, it could be your connection and/or an issue with your web browser. Try switching to a different browser or use a different device and the problem should resolve itself. If you are having further issues, please call us at 405-802-8265 or contact us and we can help with a manual order.
Q: Do you offer promotions or discounts for multiple items purchased?
A: Because we believe in fair and consistent pricing for all customers and because Jacey makes each item made-to-order, we don't offer any additional discounts for multiple items purchased. We would rather have a consistent price all year, instead of raising our regular price and offering special discounts and sales promotions at random times throughout the year. When multiple items are added to the cart and purchased in the same transaction, the system is set up to combine shipping.
Q: Are your website prices the same as your prices on Etsy and Zibbet?
A: Yes! We believe in keeping our product prices the same throughout multiple selling formats. This allows our customers to order on whichever website they feel most comfortable with. However, we do offer free shipping on all orders placed through our website and shipped to USA addresses. Shipping is added to all Etsy and Zibbet orders.
Q: Do you make everything or do you have seamstresses that sew your orders?
A: Jacey sews each and every order specifically for each customer and we don't outsource any of our production to other manufacturers. We feel that allows us to maintain the high quality we strive for. We have a small production studio in downtown Moore, Oklahoma, where your items are produced.
Q: Where can I see feedback from past customers?
A: We have had an Etsy shop since 2010 and have over 1500 positive, 5-star customer reviews. You can trust Etsy reviews because Etsy only allows someone to leave a review that has actually purchased the product and has it in hand. Etsy sellers do not have the ability to remove negative reviews. See our feedback HERE.
Q: Can I get a swatch of a fabric before I place an order?
A: Yes! There are swatches available for all of our fabrics. Please click HERE to order swatches. All swatches are sent out within 1-3 business days with free shipping to all USA addresses.
Q: I don't see a fabric I want. Can you special order it for me or can I send you fabric to use?
A: Unfortunately, due to the high volume of orders produced each week, we find that special ordered fabric and fabric provided to us slows down production of orders and raises prices. We just use the fabrics in our fabric collections for our products. While we would love to have every fabric available, that's just not an option for us at this time.
Q: I just checked the tracking on my order and the status is "delivered" or "notice left" but I haven't received it. What do I do now?
A: All orders shipped in box have Signature Confirmation added. This keeps your order from being left unsecured on a doorstep if you are not there when the delivery attempt was made. You should have received a postcard in your mailbox notifying you of the delivery attempt. More than likely it is at your local post office waiting to be picked up. The post office will keep your package for 14 days before it is returned to us. You'll just need to have a photo ID when you pick it up. You can also call 1-800-ASK-USPS with the tracking number to receive more detailed information.
Q: I have a large order; can I make payments via a payment plan?
A: Yes. Please contact us and we can send you an invoice with a secure payment link to make payments via credit/debit card or PayPal. Production won't begin on the order until the invoice is fully paid. Any orders not fully paid within 45 days of the initial invoice, will have their order cancelled and any payments already made will be forfeited.
Q: Do you offer International shipping?
A: Yes. While we currently offer International shipping to Australia and Canada, our website is set up to only take payments from those with a shipping address located within the United States or one of its territories. We can still take an order, but we'll need to send you a private invoice with a secure payment link. Please contact us to get started.