Frequently Asked Questions
Due to the current economic climate, rising fuel prices and the general effects of inflation worldwide, we have been forced to reassess our free shipping policy.
Going forward, as of Thursday, May 12th, there will be a fuel surcharge added to ALL orders, both domestic and international. This will be a temporary measure in place until fuel, and by extension, shipping costs are reduced.
Starting Thursday, May 12th, the new fixed rate for orders over $75 will be $7.50. Orders under $7.50 will still have the same standard shipping rates as already in place. We apologize for any inconvenience, and appreciate your understanding in these trying times.
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. In some instances where an additional shipping charge may be required on certain items, our customer service representative will be in direct contact with you.
It depends on where you are located. Orders processed at our warehouse usually take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
Please allow extra processing and shipment times during COVID-19 pandemic as we deal with restrictions out of our control.
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
All orders for our American customers are shipped from a distribution center in Ogdensburg, NY. All Canadian and international orders are shipped from our warehouse and order fulfillment center in Shannonville, ON.
The Angel Policy for the products on our website is created individually by each manufacturer, and are subject to change with no prior notice. For full details, please contact the product manufacturer directly to view their policy.
We always aim to make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just contact us directly and we’ll take you through the process.
While we take care to ensure that our inventory is as up to date as possible, sometimes items are ordered that are no longered in stock. In this instance, we will automatically remove the item from your order and the amount paid for this item will be refunded to your original method of payment.
We receive re-stock of most items within usually 2 - 3 weeks. If you still would like the item you can re-order when it is back in stock.
When items are out of stock we can notify you by email when the item is back. Simply go to the item page and add your email address to the section - Item out of stock - notify me!
Any refunds or adjustments will be made to the original method of payment used to make the purchase.
If a payment was made with a gift card, the refund will be applied back to the gift card.
If a payment was split between a gift card and credit card it will be refunded up to the original amount of the gift card first. The remainder will be refunded to the credit card used in the original transaction.
If payment was made by e-transfer, any refunds or adjustments will be made in the form of a gift card.
U.S. and international customers do not pay Canadian sales tax on orders.
Yes, we offer wholesale pricing to eligible customers on most of our products lines through our wholesale website.
To apply for a wholesale membership fill out the form located >>here<< or you can contact our sales team directly at: email@example.com
630 Shannonville Rd
Shannonville, ON K0K 3A0
In the US
Ecstasy Crafts Inc
835 Commerce Park Dr.
Ogdensburg, NY 13669
If you call or fax you will reach our customer service line at our Order Fulfillment Center in Shannonville Ontario, Canada.
Yes, Ecstasy Crafts has a retail store in Shannonville, Ontario, Canada. Retail store hours are Tuesday - Friday 10am EST to 4pm EST.
Warehouse and order processing business hours are Monday to Friday 8:00 am - 4:30 pm.
What is this?
This is our way of showing our appreciation. You’ll earn points for activities on our site, like referrals and purchases. You can use them to earn discounts off purchases, so the more you collect the more you save.
Who can join?
Anyone with an account is automatically enrolled.
How do I earn points?
You can earn points for all sorts of activities, including referring friends, and making purchases. To see all the ways you can earn points click the Earn Points tab in the menu.
How do I refer a friend?
On the sidebar in "Ecstasy Crafts Rewards" on the website, there is a Refer friends section. Copy the "https://..." code and email it to as many friends as you wish.
Your friend will click the link in the email which will add the discount to their shopping cart.
Conditions may apply for the coupon to work (i.e. minimum purchase, regular priced item etc.).
How do I view my point balance?
Your point balance is on every page in the top bar.
How do I redeem my points?
Select the tab called Redeem Points. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward.
Can I use my voucher on an order with a lower total than the voucher value?
Yes, however, once the voucher is used you will not be reimbursed for the difference in points. Example: if a $25 voucher is used on a $20 order, the order total will be $0, but the entire $25 voucher will be used. Points have no cash value.
Is there a limit to the number of points I can earn?
No. Go ahead and earn as many as you can!
What do the 'approved', 'pending' and 'cancelled' statuses mean?
Approved: These points can be redeemed on rewards immediately
Pending: These points are need to be verified before you can redeem them. This typically applies to purchases and referrals
Cancelled: These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled)What happens if a friend I refer cancels or returns their order?
Your pending points will become cancelled and will be removed from your account.
Why did my account balance go down?
You, or someone you referred, cancelled or returned a purchase.
I completed an activity but didn't earn points!
It can sometimes take a few minutes for us to process your activity and provide your points.
Can I use my points during checkout?
Not directly - please redeem your points for a voucher which can then be applied during checkout.
How do I leave the program?
If you no longer wish to earn points, please contact us and ask to be unenrolled. We'll unenroll you and you will lose any points you have accrued.
What happens if I leave and decide to join again?
Just contact us and we'll re-enroll you. However, your point total will begin from zero.
If we still haven't answered your question, you can contact us below and we will get back to you as soon as possible.