FAQ
The Answers You Need
WHICH PAYMENT METHODS DO YOU ACCEPT?
Credit Cards via Wix Payments, Paypal and US Post Service Money Orders only please. Payment must be received before custom work begins or a ready made item is shipped. Orders can only be cancelled prior to shipping. If sending a USPS Money Order email us first so we can put your item on hold until the M.O. is received.
HOW DO I CONTACT YOU or ADD CUSTOM PREFERENCES?
You can email me or call me via the information provided on the main page of this site and below.
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If it's a simple preference request, such as, "I would like elastic added to the mask along with ribbons ties," or "I would like my pirate eye patch made for the right eye," then just add this as a note during checkout in the note box provided.
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For more complicated custom order inquiries/requests, see the custom order policies below.
WHAT IS YOUR RETURN POLICY?
I want you to be happy with your purchase and will grant a refund if the mask/item arrives and is different from the pictures or description. The item must be returned within 14 days of delivery to your location (international orders are allowed longer return times). Refunds will not be granted until the item has been returned in the same condition as it was received. Refunded monies will include the purchase price and initial shipping cost. You are responsible for return postage. If damaged by the Shipper, refund will be contingent on proper Claim Forms being filed.
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Refunds for any other reason (such as canceled events, item no longer desired, carrier delays) are at my discretion. If a refund is issued for reasons other than "the item was not as described" it will be for the purchase price and will not include my initial shipping fees. See the custom order section for return policies on custom orders.
WHEN WILL MY ITEM SHIP?
Ready-made items will ship to the specified address within 3 business days (or sooner) of the date on which payment is received. Items ship USPS Ground Advantage unless otherwise noted. For most orders within the US there is an expected delivery date of five to seven business days after shipping; so, order at least a week before that important event! Shipping upgrades are available on most items. Just email before purchasing. Additional costs will apply.
See the "Custom Orders" section below for custom order creation and shipping times.
International orders: First Class International can take up to ten (10) business days to arrive. We ship to most countries using bar code tracking systems. While shipping upgrades are available it is our experience that Priority Mail International is much more expensive, yet only saves a day or two; It is therefore not recommended. Buyers is responsible for any duties or VAT that may apply.
HOW DOES A CUSTOM ORDER WORK?
Note that we are currently not taking custom orders and apologize for the inconvenience (we are in the process of moving). When we are back up and running, information needed up front for the custom order process to go smoothly is as follows:
For eye patches:
1) Is the patch for the right or left eye? It can also be cut to be worn on either. 2) Do you prefer ribbons or elastic to secure the patch? 3) Do you have cover material or color preferences?
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For masks:
1) The style. This would be the cut or shape. Mask examples would be a "Zorro" eye mask, a classic Italian Colombina or one of my owl masks. 2) The preferred base material (e.g. paper, leather or paper mache). 3) The finishes (ex. satin, brocade, leather). 4) Desired colors. 5) Trims (ex. cording, lace, sequins, etc.) and extra touches (ex. gems, flowers, feathers, etc.). You should also include quantities, deadlines and any other details you feel are necessary.
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Please fill out the "custom order inquiry" form available on this website [Note: this form is temporarily unavailable as we are not taking orders at this time] with the requested information or email it to daragallerrymasks@gmail.com. If you have questions before completing the inquiry form or on my policies listed below you can email me at daratrahan@gmail.com or call me at 518-965-1511.
Other things you should know (e.g. my custom work policies):
1) Material Availability: Finish materials must be within my current stock. If outside my stock, the client will provide links to where the materials can be purchased. The client will be responsible for any new material costs. You can either send material to me or I can purchase it after invoicing.
2) Design Fee/Conversations/Mockups: I waive any design fees on small changes to existing listings or re-dos of my previous work. There will be a modest fee for new designs and/or if a mock-up is required. My rate is $18 hour and is included in your custom order purchase price. Conversations can take time and I will try to keep them to a minimum. If all major design points haven't been fleshed out within a half a dozen conversations, I may require a design fee in advance to proceed further. It is non-refundable and will be in addition to the "final costs" outlined below.
3) Final Costs: Custom order price quotes are based on creation time, material costs and any design fees. They exclude shipping. My hourly rate is $18/hr. You will be given a breakdown of material costs and anticipated creation time in the custom listing. Overall costs should run about the same as you see on similar items available in my shop with the exception of new material or design costs.
4) Copyrighted Material: I will not duplicate other artists work or use copyrighted material/trademarks/known characters in a design.
5) Production Time: We can usually turn around one to two items in less than two weeks. Some items, like my handmade hummingbird masks or multiple orders, will take longer. My "max" tends to be four masks per week for large orders. As long a lead time as possible is appreciated, and at certain times of the year (such as December for ornaments and January/February for Mardi Gras masks) my availability is limited.
6) Payment: Payment is expected before actual physical work begins or, in the case of materials purchases, prior to these purchases.
7) Approval photo/shipping custom work: a) Small orders - The Client will be sent a final approval photo prior to shipping. A refund may be requested at this time. The cost of any new material purchases and design fees may be held back. The item will be shipped within three days of sending the approval photo. b) Large orders - In addition to the final approval photo, at least one progress photo will be sent.
8) Custom Orders are not returnable once shipped. However, if the design is very marketable, I may accept it back provided it meets my other return policies.
9) Discounts are available on six items or more; however, they will not be greater than 15%. Client can also choose a freebie item (one for every six).
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