HELP & FAQ

*COVID-19 UPDATE

We are shipping orders and have made adjustments to ensure a safe environment for our employees and customers. We are doing the best we can to get orders out as quickly as possible. *Please note that USPS, Fed Ex and UPS may be experiencing delays due to increased e-commerce shipping volume and other complications.

Thank you for your support and stay safe!

FREE SHIPPING FOR ORDERS OF $75 & UP
We offer free shipping for orders of $75 or more that are placed through our website and shipped within the U.S. (including Hawaii, Alaska, Puerto Rico and military APO's). *Free shipping offer does not apply to special orders and custom orders

We are based in the USA, shipping from sunny Orlando, FL.

ORDERING INFO 
Shop anytime and order online on our secure online store. Orders cannot be placed over the phone or by email.

Purchase Orders - Beginning June 1, 2019, we will no longer accept PO's, however we offer the option to pay by check for schools, non-profit organization and other institutions. Orders must be submitted online, payment options will be shown during checkout. Payment must be received before orders are shipped.


SHIPPING INFO FOR U.S.A.

Shipping Methods 
Depending on the destination address, you may choose from USPS, Fed Ex and UPS. Delivery options include standard and express shipping. Please count delivery time in business days and note any holidays that may cause delays. Click here to see our holiday schedule.

When will my order be delivered?
Once you order has shipped, the delivery time depends on your choice of shipping method. We ship orders as quickly as we can, it usually takes about 1-3 business days for orders to process and ship (longer due to holidays and seasonal peaks). We do not ship on weekends and holidays.

For shipping within the continental U.S, we offer several options that range from 2-9 days of transit time. Note that delays can occur due to holidays, weather, road closures, etc. Express shipping options are also available. Delivery times are estimated and not guaranteed.

Delivery time is specified in business days so weekends and holidays are not counted. The delivery time does not count the day you order and does not count the day your order is shipped. Delivery time varies based on the shipping method you choose. If you place your order over the weekend or on a holiday, please add 2-3 days to the delivery time.

Order Tracking
We will email order tracking after your order has shipped. You can also use your order confirmation email or log in to your account to track your order.

SHIPPING INFO FOR INTERNATIONAL
We currently ship to Canada and many other countries using Fed Ex and UPS. The shipping cost can be calculated in your shopping cart before you check out.

*Fed Ex or UPS - Please note that you may be responsible for additional customs, taxes and import fees after the package reaches your country. We do not ship to all countries.


CHANGES TO MY ORDER OR CANCELLATION

How do I cancel or change my order?
Once your place your order, your payment will be processed immediately and your order will be electronically sent to our warehouse for fulfillment. Therefore, no changes or cancellations can be made after your order is placed, please check your order carefully before submitting your order.


RETURNS & EXCHANGES - Click here to start your return
Customer satisfaction is our priority. If you have any questions about your purchase, please contact us. We are happy to accept returns within 45 days of your order date on items that are unused, unopened and in new condition. You will be responsible for the shipping costs to return the item. Shipping charges are not refundable.

A 25% restocking fee may be charged for late returns or opened/ used items, or any return that does not comply with our return policy. Please note that all sales are final on special orders or custom orders. We are not able to do exchanges by mail, but you can get different items by submitting a new order. Click here to start your return

Customer satisfaction is our priority. If you have any questions about your purchase, please contact us. We are happy to accept returns within 45 days of your order date on items that are unused, unopened and in new condition. You will be responsible for the shipping costs to return the item. Shipping charges are not refundable.

A 25% restocking fee may be charged for late returns or opened/ used items, or any return that does not comply with our return policy. Please note that all sales are final on special orders or custom orders. We are not able to do exchanges.


SALES TAX & TAX EXEMPTIONS
We collect sales tax orders shipped within Florida state. Sales tax collected will appear as a separate line item on your receipt. We do not collect tax for orders shipped outside of the state of Florida, however please note that international shipments may be subject to import fees, duties and taxes.

For orders placed by tax exempt organizations or institutions located in Florida, please email us your tax exempt documentation and request a tax exempt account.

Your purchase is not exempt merely because it is made over the Internet or by other remote means. Many states may require the customer to file a tax return to report taxable purchases that were not taxed at the time of purchase. For more information, please contact your state tax authority.


ACCOUNT & LOG IN HELP
An account is not required to shop on our website and an account is not created when you order. Click here if you would like to create and account, to link past orders to your account, be sure to use the same email address. If you need any help, please click here to contact us.

MORE INFORMATION

Contact Us - click here to contact us

Discounts & Coupons - we do not post discounts or coupon codes on third party coupon sites. Valid promos and coupons will be provided only in our email newsletter, our website and/ or our social media. Click here to subscribe to our emails or follow us on Facebook, Instagram & Pinterest.

About our Alphabet Beads - Single letters or individual letters - yes, we offer certain styles of alphabet beads and number beads in specific letters or numbers. Click here to see alphabet beads and number beads

Bead Colors - looking for a specific color or mix? Please let us know, click here to suggest a color

Bead Project Calculators - How many beads do you need? If you need help with calculating how many beads you need to make bracelets for a group activity, fundraiser or special event, use our Bead Bracelet Calculator or Bead Necklace Calculator

Bead Sizes - Bead sizes are measured in millimeters, which is a metric measurement. There are 10 millimeters in 1 centimeter. One inch = 25.4 millimeters. A 7mm bead is around 1/4". To help you with bead sizes, we have a bead size chart that you can print out - click here to print out a bead size chart.

Catalog & Color Chart - We offer a Pony Bead Color Chart that can be download for informational purposes. All product information and pricing are available on our website, we have no other printed catalog available. Click here to request a Pony Bead Color Chart.

Mail Orders - we are working on a mail order form for 2021. The order form will only be for ordering pony beads. The pricing and order policies for mail orders will be different than ordering on our website. To request a form online click here or contact us.

Out of Stock Items - We are constantly restocking items, usually every few days. Items are restocked as they become available and there is no specific schedule. If you are looking for something specific, please let us know. Click here to contact us. 

Reviews & Feedback - We invite you share your experience with our shop, this helps other customers and let us know how we can do even better for you!

• Click here to review our store
• To write product reviews, please go to the bottom of that product page
  
  

TERMS OF SERVICE, TERMS OF USE AND PRIVACY POLICY

• click here to see our Terms of Service
• click here to see Photograph and Video Sharing, and #PonyBeadsStore Terms of Use
• click here to see our Privacy Policy