Orders

First make sure you are logged into your account.

Beside the words 'My Account' you will see a down arrow. Click the arrow and select Dashboard.

Here you will see a section called Orders, this is a history of all of the orders you placed that have been shipped. You can click on each order to view more information like items sent and tracking number.

Note: the status of these orders will be marked as 'This order has been picked and sent'.

The next section is Items on Order. This show orders and items that are not shipped. Click on each order to view the Status.

'This order is waiting for product' - The order is being held because we do not currently have the items in stock. The order will automatically be picked when the items are available.

'This order is waiting to be picked' - The order has not been picked yet and is in the queue waiting to be picked in turn.

'This order is currently being processed' - The order is currently being picked but is not ready to ship. Notification will be sent when it is ready to ship.

'This order is waiting to ship with another' - These items that were available have been picked and are in the hold area because they have not met the minimum threshold for shipping. The items will automatically ship with any other order that you place that is ready to ship. If you do not have another order in our system you will be contacted by our customer service.

As a wholesale customer you have the ability to place an order for items that have a future release date. These are items that are new and have never previously been in our inventory. These are called Pre-orders.

By placing a pre-order this allows you to reserve the quantity that you would like to receive.

The orders are shipped on a first-come-first-serve basis.

The items on a pre-order need to be separate from our regular stock items. This allows us to place your entire pre-order on hold until the items arrive. If you have regular stock items on an order with pre-order items they will not be picked or sent until the pre-order is released.

If you have several pre-order items that have different release dates on your order, the order is released and picked when the first items arrive. The remainder of the items on the pre-order are then put back on hold. 

If your pre-order is over the free shipping threshold and consists of items that arrive at different release dates, you will not be charged shipping on the first pre-order shipment from the first release date. 

Subsequent pre-order items that arrive will be picked, released and shipped if they too meet the free shipping threshold. If they do not meet the free shipping threshold the order will be picked and put on hold. You will then be contacted by a customer service representative to notify you of the items on hold. You can request to hold the order until it can be shipped with another order (to reach free shipping) or request it to be shipped right away and pay a minimal shipping fee.


Backorders are items that have previously been in our inventory but currently out of stock. We restock items on a continuous basis and there is usually a two to three week lead time for stock to be replenished. You can add any backorder items to your regular stock item orders and if they are not in stock when your order is shipped they will automatically be placed in a backorder file. We will pick and hold any items that were on backorder until another order is ready to ship where we will add your back order items to the order. If you direct us to ship the back order items ahead of another order you will be charged a minimal shipping fee. 

Any items that are on hold for more than 10 business days will be cancelled and refunded ( where applicable) if we have not received any notification from you to ship or if it has not been shipped with another order.

A customer service representative will email customers with notification of orders on hold as well as a follow up email prior to the order being cancelled.

Shipping

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. 

It depends on where you are. Orders processed here will 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.

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 orders are shipped from our warehouse and order fulfillment center in Shannonville, ON.

Free shipping threshold is reached after any discount codes have been applied and before taxes. If you entered a discount code at checkout your subtotal may drop you below the threshod for free shipping.

Product

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 for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.

Payments

When you select the Wholesale NET payment option, your order will be created and prepared before we take payment. You will be automatically invoiced for your order once it ships. If we have a credit card on file, your card will automatically be charged for the items that ship.

We hold the payment for a backorder if it has already been paid and it will be shipped to you when it is back in stock (no additional shipping charges on backorder items unless you add to the order before it ships). Paid backorders get first priority of reserved product (this applies to pre-orders as well).

If you do not wish to keep the item on backorder let us know and we can refund your credit card and you can re-order when the product arrives. If you request no backorders, as a rule, we can make a note on your account and then you will always be refunded whatever items are not shipped and no out of stock items will be back-ordered. 

Pre-orders (new items not previously in stock) are treated differently. Whether the order is paid or not they are always on hold until the product arrives.

Pre-Orders

We ask that pre-order items be placed separately from in stock items to ensure efficiency when shipping your orders. Separate orders ensure that we can send your in stock items as quickly as possible, while holding your pre-orders to ship when the items arrive. Combined orders will be held until pre-order items arrive. If orders need to be separated and shipped in multiple shipments, additional shipping costs may apply.

Other

In Canada:

Ecstasy Crafts
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 ON.

Yes, Ecstasy Crafts has a retail store in Shannonville, Ontario, Canada. Retail store hours are Monday - Friday 10:00 am - 4:30 pm and Saturday 9:00 am - 3:00 pm. Closed Sundays. Warehouse and order processing business hours are Monday to Friday 8:00 am - 4:30 pm. 

You can contact us through our contact page! We will be happy to assist you.

Customer support

Contact us by phone at 1-888-288-7131

Send a message

Contact us by email at sales@ecstasycrafts.com