FAQ

Frequently Asked Questions

Q: Where do you ship? 

A: Yes we ship worldwide. 

Q: How much does it cost to ship to my location? 

*FREE WORLDWIDE SHIPPING FOR A LIMITED TIME*

A: All shipping prices are determined by Canada Post, USPS and other carrier services and vary depending on LOCATION and TYPE (Ground, Air, Tracked, Express) of shipping. All International Shipments are NOT tracked unless specified, if you need to track your item be sure to select that type of shipping (although it is more expensive). Furious Pete Inc. does not have any influence on the cost of shipping and are subject to change without notice.

If you are ordering from outside of Canada, please check with your local postal service to see if you will be charged an additional customs fee based on the price of your order. We cannot include that charge in the original shipping price, change the value of the merchandise in the customs information, or refund anyone for this charge. We apologize for any inconvenience. 

Q: How long will it take for my order to arrive? 

A: All orders are shipped out once a week. From there it can take between 1 - 2 weeks to get to locations in Canada and the USA.  All other countries will take between 14 business days to 6 weeks depending on destination (Europe usually 4 weeks, Australia 6 weeks). Please make a note of these shipment times and be prepared to wait for your package, as this is the only way to offer the shipping rates that we offer. Also note that the packing and shipping process might take a little longer during sales, holidays, or company events.

Q: What's the best way to care for your Iron Charms chain and pendant:

A:To maintain the integrity of both your chain and your pendant, avoid continuous contact with water, acids, or constant contact with sweat. Avoid any snagging, tugging, pulling or ripping of the chain. Avoid bending the charms in opposite directions so as to manipulate it from its original state. Do not put pendant in mouth in order to avoid tarnishing, as well as consuming any metals orally. Do not use chain to hang heavier objects from.

Q: I received an email from Iron Charms directly after placing my order. What is it for? 

A: All orders that are correctly processed will receive an email to the email address used to place the order. This is your order confirmation, and it is very important that you review your confirmation email as soon as you place your order through our website to make sure that no errors were made during the checkout process.

Since every order receives an immediate confirmation email containing address information and the items that will be shipped, Furious Pete Inc. cannot be held responsible for address, size or design errors discovered after shipping.

Q: I know I have all of my information right, but my card is not being accepted. What can I do?

A: Double check your address and other card information. Sometimes even something as small as a missing period can cause a card to be declined.

If you should continue having trouble, try calling your card company, or add funds to a PayPal account and paying that way.

Q: How do I make an account on Iron Charms? 

A: You can make an account during your first purchase or even before making a purchase. It is very simple within the website, email us at ironcharms@gmail.com if you are having problems. 

Q: I have a promo code, but I haven't seen anywhere to apply the discount yet. Did I miss it? 

A: There is a box after you have entered all of your shipping information to enter the code. The discount will be applied after you enter the code in the box, and only one code can be used per purchase. If you haven't seen the box, you haven't gone far enough yet.

Q: I keep seeing the term "business day" and I'm not 100% sure what that means. Can you help?

A: A business day is any day that is not considered the weekend (Saturday and Sunday) or a holiday. When we say something will ship in "ten business days", you should expect it to be shipped in two weeks, as there are ten business days in that period.  

Q: It’s been quite a while and I still haven’t received my order. What should I do now? 

A: If the standard amount of waiting time has come and gone and you feel like your order may have been lost in transit, check with your local postal service to see if they are holding your items. If the postal service produces no results, try waiting a few days and trying again. After the post has confirmed tracking on your package, the situation is in their hands, but it is rare that packages are completely lost. If your package is returned to our facility, we will contact you once we receive it.

Furious Pete Inc. is not responsible for any packages once the tracking number is scanned into the postal system. If for any reason we should receive any packages back from the post, we will contact you with further options once it is processed.

Q: What shipping method do you use? 

A: Our products are sent out using Canada Post, USPS, and other International Carriers. We try as hard as we can to constantly find the cheapest and best service to lower our shipping costs to you!

Q: What currency do you use? 

A: We make all transactions in USD. You can pay with any currency however it will covert to USD at time of purchase. 

Q: I made a mistake on my order. How can I go about changing it? 

A: Send a detailed email right away with the changes you would like to make. Please include your order number and the email address used to place the order. The sooner the email is sent, the better chance we have of catching it before it is shipped. We are unable to make any changes to orders that have already been marked as shipped.

Please note that not all details about an order can be changed, but we will do what we can.  

Q: I received the wrong order. How can I exchange it for the right one? 

A: If you receive something in error, check your order confirmation email ironcharms@gmail.com to make sure that the correct item was ordered. While we are happy to cover any error on our part, Iron Charms. is not responsible for any orders that are placed incorrectly. Since a confirmation email is sent immediately after your order is placed, all incorrectly placed orders must abide by the exchange policy listed under the terms and conditions page.

Q: What is your exchange/return policy? 

A: Undamaged items can be returned for a restocking fee of 25% of the order's subtotal (if free shipping is used this will be taken out of the subtotal) and must be made within 30 days of the original shipping date. Customers are responsible for the return shipping costs. Once we receive the item back and it's deemed okay to resell, you will be refunded for the item minus the original shipping costs and the restocking fee. We cannot accept returns without restocking and shipping reimbursement for any reason. 

Exchanges must also be made within 30 days of the original shipping date, and be for a product of equal or lesser value. You will be responsible for return shipping costs and the cost of shipping the new item. As with returns, all exchanges must be for unworn/ unwashed items. We will send out your new item after we receive payment for shipping, and have the original item back in new/ unused condition. If you are exchanging due to an error on our part, send us an email and we will walk you through the process. Prizes are not valid for exchange for any reason.

Please note the return address of any package:

Iron Charms

1801 Lakeshore Road West, Unit 6

PO BOX 52559

Mississauga, Ontario

L5J 4S6

Canada

Q: My package was sent back to your office. What do I do now? 

A: If we receive your order back in the mail because it was not able to be delivered or was not picked up in time. We will email you as soon as it is processed and give you two options. Option 1: You can have your order refunded minus the original shipping cost and 25% restocking fee (see question above). Option 2: You send us payment for reshipping via PayPal and we send your order again. All details and shipping prices will be listed in the customer service emails sent to you once the return is processed. Please note that processing returns can take time. We go through all of them as quickly as possible and your patience is appreciated.

Iron Charms is not responsible for any packages that were returned for failure of delivery (multiple delivery attempts, insufficient address information, refusal, etc.). We are not responsible for the original shipping or return shipping.

Q: Can I place an order for a sale that has already ended? 

A: Unfortunately, we cannot accept orders outside of any sale period for any reason. Additionally, we cannot refund any orders to accommodate sale prices.

Q: What is the best way to keep up with new merchandise, limited time releases, and coupons? 

A: Follow us on Instagram http://www.instagram.com/ironcharmns and FaceBook http://www.facebook.com/ironcharms for all details regarding new products and sales!

Q: Can I cancel my order?

A: If your order has not been shipped and the postage has not been printed, your order can be cancelled. If we do not catch your order before being shipped, you will have to return your item, and abide by all return policies.

Q: I sent an email but did not get an immediate response. Is there anyone there? Should I send another one? 

A: On rare occurrences a high volume of customer service emails can cause a short delay in responses. We take everyone's inquiries very seriously so please be patient while we work on getting back to everyone. Every email is read and responded to in the order in which they are received. We promise. Sending multiple emails won't get a quicker response.

Q: How do I know if something is out of stock? When will an item be back in stock? When is your next sale?

A: When an item is out of stock, “Sold Out” will appear where the price used to be and the “Add to Cart” icon will disappear. If your order went through successfully, the item was in stock and you will receive your order.

If something you wish to buy is out of stock, Facebook page or join our newsletter for all sales and new item restock. We will email our subscribers every time we bring something back or release something new.

 

If any questions you had were not answered here, please email ironcharms@gmail.com, and we will do our best to get back to you as soon as possible!