Before contacting us, please check our Frequently Asked Questions (FAQ) below. Your question has probably already been answered here.
If your question is not already answered below, please contact our customer support at GelatinArtTools@gmail.com
Cancellation of orders will be accepted within 6 hours of shopping Cart Checkout time. Please email to us GelatinArtTools@gmail.com to cancel your Order within 6 hours of order placement in our site.
- Can I make changes to or cancel an order once it is confirmed?
Contact us via email or phone (leave a message after hours) as soon as possible if you wish to cancel or make any kind of corrections or changes to the order details. If we have already shipped your item, we will not be able to change or cancel it. Include your order confirmation number.
- Will I be able to track shipments?
Domestic USPS will include a tracking number which you can access when you check your order status on our Tracking page, if indeed the order has been shipped. Otherwise, if we've given you the tracking number via phone or email, you can get updates on the status by going to either www.usps.com and using their tracking feature.
Bear in mind, packages have to be picked up by the carrier and scanned into their respective systems before information can be relayed. Our parcels are generally picked up by the carrier the afternoon that they are processed. Allow at least 24-48 hours to show updated information with your tracking number.
International parcels sometime cannot be tracked by the USPS.
- Do I need a PayPal account to make a purchase?
No, you don't. We use PayPal as our payment processing service, but they also accept any major credit or debit cards.
- When will my order be delivered? / How fast do you ship? / Will I get my order by date X?
As described on the order page we ship all orders through the post office (USPS). Orders go out via USPS first class mail. Larger orders (over 6 sets.) go out via USPS priority. We ship most orders from our end within 1-2 business day, meaning we usually give them to the post office within 1-2 business day.
First class mail and priority mail are NOT guaranteed delivery date services. In other words, the post office won't guarantee you'll get your package by any particular date (so neither can we). However they USUALLY take a few business days to arrive. In our experience, around 3-5 business days for first class, and 2-3 business days for priority.
These times are only estimates. Most of the time the post office delivers pretty fast, but sometimes they have delays. We advise that you check the post office website or call them at 1-800-ASK-USPS if you have any further questions on first class mail or priority mail.
- Do you offer any expedited/overnight/faster shipping? I can pay more for it.
No, we do not. If you're on a tight deadline and are willing to pay more, we really suggest you consider ordering more sets (6 or more), since we ship orders over 6 sets through USPS priority. USPS priority usually goes through faster than first class mail, and seems to be much less susceptible to post office delays if there are any of those going on. And you end up with more sets! But it's certainly not overnight. As noted above, it usually takes 2 - 3 business days.
- Has my order shipped? / Where is my order? / Will I get a tracking number?
We provide a tracking number for all our orders when they ship. As described on the order page we ship most orders from our end within 1-3 business days, meaning we usually give them to the post office within 1-3 business day. If you don't see an email with your tracking number within 1-3 business days after ordering, please check your junk/spam folder. If it's not there, you probably made a typo in the email address you gave us when you ordered.
NOTICE: We are currently aware that some customers are not getting their tracking numbers. This appears to be a technical glitch in PayPal's system which is preventing the emails from being sent out. ALL ORDERS RECEIVED ARE STILL SHIPPING WITHIN 1-3 BUSINESS DAYS. Unless you specifically need your tracking info for any reason, there is NO NEED to write in to check if your order shipped. If you got a PayPal receipt when you ordered, we did successfully receive your order and it would have shipped within 1-3 business days of receipt.
- I checked the tracking and it's past the expected date for delivery. What's going on?
The post office is attaching an expected date to tracking numbers these days, showing their estimate of when packages will be delivered. This is just an estimate their system generates. It is NOT a guaranteed date for delivery and tends to be pretty inaccurate in our experience. Many times the post office will miss this estimate, especially if they have any internal or weather-related delays going on. You should not pay much attention to it really.
From the post office's own words (click the ? icon next to the expected delivery date on your tracking page to see): "Expected Delivery Day is the estimated delivery day based on the origin and destination of your package. Delivery on a specific day is not guaranteed."
- I checked the tracking and it's stuck / not updating for several days. What's going on?
Sometimes tracking info indeed doesn't update as the package moves through the mailing system. This seems to be a technical glitch on the part of the post office and does not necessarily mean the package is delayed. Quite often we see orders go through with no scans at all after shipment until the package is delivered.
- I made a mistake in my mailing address. Can you fix it?
We can, but only if you contact us BEFORE we ship your order. See below for our email address. Once your order ships, there is nothing we can do at our end unless the post office later returns your mail to us as undeliverable (see next question).
You are responsible for giving us the correct mailing address when you order, since we have no way of knowing at our end whether the address we are given is valid or not. We will ship to the address exactly as supplied to us when you order, so it is important to check that your mailing address is correct when ordering. If you are ordering through PayPal and using the address in your PayPal account, please make sure that address is accurate and up to date.
- I made a mistake in my mailing address and my order has shipped. What now?
If you ship to an invalid address, the post office may be able to forward your mail to you if you have mail forwarding correctly set up with them. If not, they may return your mail to us as undeliverable. This process can take a long time (over 4 weeks) and is not guaranteed (sometimes they never return undeliverable packages). We have no control over it ourselves.
If your tracking information indicates your package was returned to us (it will have final delivery in the same zip code where the package started out), please contact us so we can make arrangements for resending it. Please note that resending will cost a small additional fee which customers are responsible for paying. This fee is necessary because the post office does not refund us our original mailing costs for returned orders. The fee is currently $3.00 for 1 set, and higher for larger orders.
Returned packages are not eligible for refunds since we cannot resell tools that have been through the mailing system to other customers.
Returned packages will be discarded by our warehouse if still unclaimed after 90 days from the original mailing date.
- My tracking info says my package was delivered, but I haven't received it.
This shouldn't happen. If you really are in this situation, we advise you contact your local post office or mail carrier for an explanation of why they're claiming they delivered your package. Once we mail out packages, the post office is responsible for making sure customers get them, assuming you put down your correct address on your order. If you're not sure how to reach your local post office, you can call the general USPS number at 1-800-ASK-USPS.
Please remember that you are responsible for providing the correct address to us when you order, as well as a secure location at that address where you can retrieve your mail. You might also want to look around to see if the mailman left the package somewhere unexpected, or left a notice of attempted delivery. Perhaps someone else might have accepted the package on your behalf; if you live in a condo or apartment complex, your package might be at the front desk or leasing office.
- I'm from outside the USA and would like to order Gelatin Art Tools. Can I do that?
In most cases, yes! We ship Gelatin Art Tools to dozens of countries worldwide besides the USA.
If you haven't found an answer to your question in our FAQ please contact our customer support at GelatinArtTools@gmail.com.
If you are contacting us regarding an order you placed, please make sure to supply us with the receipt number from the receipt we emailed you after placing your order. We need this to look up your order information.
Be Fun LLC
Address: 25242 Mastery Place, Aldie, VA 20105, USA
Phone: (703) 831 2537 -- Eastern Time: 8:00am - 5:00 pm ( or please leave a message with your name and phone number for us. Thank you
Thank you for the opportunity to earn your business.