FAQ
Q: When do orders ship?
A: Orders ship out ASAP. We try to keep our turnaround time down to 2 days. This time can increase during sale events. Please note: orders do not ship on Sunday or Holidays.
Q: Can I add to an existing order that I already submitted?
A: Please understand when I do this, everyone suffers. This takes time away from production. Not only does this slow down your order but others as well. Try to make sure you have all of your wanted items selected and planned before you submit your order.
Q: Return Policy?
A: All sales are final! If we do accept a return there is a 25% restocking fee!
Q: Do you make custom glitters?
A: Yes, we do. Click HERE to add the Custom Glitter item to your cart and in the notes let me know what colors you would like to mix.
Q: Why do some glitters cost more than others?
A: All glitters are not created equal. Some glitters may be made up of 5–12 glitters mixed together to make your favorite glitter. Some are cosmetic making them a softer and thinner material. These are just a couple of examples as to why prices may vary.
Q: Missing Items in an Order?
A: If you receive your order and it's missing an item, you have 96 hours from delivery time to notify us via email or Facebook Messenger. Please provide the following information when you contact us:
- Order number which can be found on your order confirmation
- Email address on order
- Item/items missing
We will then issue a store credit, re-ship the item or issue a refund for the item. Please let us know which you prefer when you contact us.
Q: Damaged Items / Missing Packages?
A: At Checkout you have the option to choose First Class (which has no insurance)
or Priority Shipping which comes with insurance. You also have the option to purchase Route Insurance. We are NOT responsible for packages once they have been handed over to the shipping company. USPS tends to handle the Priority Shipping items better than the First Class. Personally, I think it is worth the extra money to ensure your order gets there and arrives sooner than later.
Q: What is Route Insurance?
A: Route is an insurance that allows you to visually track all of your online orders in one place. With dynamic maps and real-time shipping updates stay in the loop throughout every part of your delivery. Download the app to get started.
Q: What does Route Insurance cover?
A: Sadly, packages get lost, items get damaged, and porch pirates..well, they steal things and Route insurance covers it all.
Q: How can I file a claim with my Route Insurance?
A: If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim HERE.
Q: Do you offer Sales/Coupon Codes?
A: Every once in a while we run sales and in our Facebook Group you can find coupons that can be used. If you place an order before a sale we can NOT go back and issue you a credit if a sale starts the next day.
Q: How do I find your Facebook Group?
A: You can Click Here or search for Backfistcustoms Glitter Creations on Facebook. Make sure to answer all of the questions to the fullest as this helps us cut down on spam.
Q: How do the UV Glitters Work?
A: UV glitters will change colors when exposed to direct sunlight. The keyword is DIRECT. Just because it is bright outside doesn’t mean the sun is out. Overcast from clouds or UV blocking glass will keep the glitter from changing colors.
Q: How do the Thermal Glitters work?
A: Thermal glitters will change colors when exposed to heat. Please keep in mind they may not have the desired effect when used on double walled drinkware.
Q: How do the glow glitters work?
A: Glow glitters will glow in the dark. They can be “recharged” by exposing it to direct sunlight or by using a UV flashlight. Check out the UV flashlight in our shop.
Q: What is the loyalty rewards program?
A: The loyalty rewards program gives you a $50 store credit once you have accumulated 500 points. You can earn 1 point per dollar spent on glitter and 1/2 point per dollar spent on molds (custom molds excluded). No tax, shipping, or Special Items qualify towards the 500 points.
Q: How are my rewards tracked?
A: If you are buying on this site then it is tracked for you and you can access your rewards balance from your account, you must have an account created to login when purchasing. If you purchase from our Etsy site then you are responsible for keeping up with your totals. To make it easier for both of us to keep the order number, date, and the glitter and mold total (View What is the loyalty rewards program? for point value on each item) with it (i.e. Order 1475665845 - 1/1/20 - $60). If you have a new account on the website and would like to transfer your points in from your Etsy purchase this can be done by emailing us here. Please be sure to provide the following information and we will make that update for you. Order date - Order number - total for glitter ONLY - total for molds ONLY. NOTE: Totals should NOT include tax or shipping and should be AFTER any discount is taken.
Q: How do I use my reward points?
A: Once you have accumulated 500 points, you would add $50 worth of product to your shopping cart. On that page you will have an option to apply your points reward to your purchase. If you have less than $50 it will not appear.
Q: How do I make changes to my subscription?
A: Due to inconsistencies with Paypal, any changes that need to be made will require you to cancel your subscription and sign back up. If this makes the second payment for the month contact us and we will refund this for you. These changes include address changes or payment changes.
Q: If I sign up today, can I still get this month’s subscription?
A: Subscription boxes go out based on the payments for the previous month. This means the month you sign up you are paying for next month’s subscription. If you sign up early in the month there may be times when you feel like you have paid twice without receiving anything. This is due to your payment coming out early in the month while the subscriptions are still preparing to be shipped.
Q: What if I don’t like a color? Can I request a certain color or size of glitter to not be included in my subscription?
A: No. Everyone will receive the same glitter unless I set up a certain theme where this is happening on purpose. At that time, you still couldn’t just pick your own color.
Q: Will I be able to know what glitters are coming for the next month’s subscription?
A: No. Subscription contents are secret and are not revealed until they have been shipped. The surprise is part of the fun!
Q: What if I don’t have a PayPal account?
A: You may still subscribe to the monthly subscription! Check out as a PayPal guest using your debit or credit card.
Q: What if I live in Canada, can I still sign up for the Monthly Subscription?
A: You may still subscribe! It will be an additional $15 and the package will take a little more time to arrive at your door.
Q: How do I change my shipping address for my subscription?
A: If you signed up directly through PayPal you will need to log in to your PayPal account from an internet browser. If you signed up through this website: Go to My Account> View Subscriptions> Change Address > Enter new address > Save.
Q: How do I cancel my subscription?
A: If you signed up directly through PayPal you will need to log in to your PayPal account from an internet browser. You may not see all the options if you are logged in with the app. Go to settings > Payments > Manage Automatic Payments > Backfist Customs > Cancel. If you signed up through this website you can go to your Subscriptions tab under your account and you can cancel or pause it from there. Subscriptions may be restarted at any time.
Still need help? Contact us via email!