ORDERING

Firebird Silverworks is a small, one person shop. Everything comes directly from my hands to yours. There are no employees, no manufacturers and no warehouses. I do every step of the work. The more sculptural pieces are done by lost wax casting, and I create my own waxes using a scalpel and dental- type tools heated with an alcohol burner. I do my own casting and all of the finishing work. The flatter pieces are done by construction; sawing sheet metal, stamping, filing, forming and soldering. Because of this, there can be a fair amount of turn-around time in production. If I don't have an item on hand to send immediately, I will notify you to see if you want to wait for it or want a refund, then you can re-order when your item is finished. If you want a particular stone for those pieces that have stones, it will be considered as a custom order and could take a week or two to get out. If you have any questions about the availability of an item, contact me.

I think I may have inadvertently placed a duplicate order.  What should I do?
Call Firebird Silverworks.com  at 1-541-935-5124 or contact me at sales@firebirdsilverworks.com. I will void the order for you as long as it has not been  shipped.  If duplicate orders have been shipped, obtain the tracking number(s) for the order(s) you do not want and refuse the shipment when it arrives from the carrier (UPS). You will be refunded in full when those items are returned to Firebird Silverworks.

After I submit an order, how will I be advised of its progress?
Firebird Silverworks will keep you informed of your order via e-mail.  Your tracking number will be emailed to you when the item is shipped.  Any backorders or delays will be notified via e-mail.  Questions pertaining to order status should be directed to: sales@firebirdsilverworks.com.

Can I add, change, or remove items after my order has been submitted?
No.  Once an order has been submitted it can only be amended or edited by e-mailing Firebird Silverworks at sales@firebirdsilverworks.com.  Once an order has shipped, it cannot be voided.

How long does it take to process an order?
 Once your order has shipped, your estimated time of arrival will be determined by your selected shipping method.  My preferred method of shipping is United Parcel Service.  UPS generally takes 3-7 business days for ground shipping.  More information can be found on http://www.ups.com/. Orders can also be sent through the U.S. Postal Service by delivery confirmation. All orders will be insured.

Can I re-activate an order that has been voided/cancelled?
No. You will have to place the order again online.

Is the FirebirdSilverworks.com website secure?  What type of security features ensure my information is safeguarded?
Security is a top priority.  When you submit sensitive information via my website, your information is protected both online and offline. When an order form asks you to enter sensitive information such as your credit card number, that information is encrypted with the best encryption software available – SSL.  Through my partnership with PAYPAL and Authorize.net, we ensure that the most advanced form of SSL software: 128-bit encryption is being utilized in a safe, professional manner. 

Does Firebird Silverworks offer a paper catalog?
No. We currently only maintain inventory of available items online at http://www.FirebirdSilverworks.com/.

I am experiencing trouble with my shopping cart.  What should I do?
Shopping cart problems usually occur for one or more of the following reasons:

1. Cookies are not enabled, or your browser is configured to block FirebirdSilverworks.com and/or secure.FirebirdSilverworks.com cookies.  Please note, in some cases cookies on your computer may become corrupted.  If you have verified that cookies are accepted from our site and are still experiencing problems, please clear your cookies and cache, close your browser and try again.

2. The master clock on the computer is not set correctly.

3. The computer you’re using is behind a firewall.

4. You are using a browser released prior to Internet Explorer 5.1.

If all else fails, try closing all open programs and restart your computer, or try from a different computer.  If problems still exist you can email: sales@firebirdsilverworks.com.

What happens if an item is backordered?
If an item is found to be out of stock after your order has been placed, Firebird Silverworks will notify you of the back order.  I will provide you with my best estimate for date of delivery for the backordered item.  You will have the option of canceling the backordered item entirely or waiting for the item.

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CONTACT

How do I contact FirebirdSilverworks.com?
You can contact FirebirdSilverworks.com via e-mail at sales@firebirdsilverworks.com. 

PAYMENTS

Why must FirebirdSilverworks.com verify my shipping address?
For fraud prevention purposes, if your billing and shipping addresses are different, we must verify your shipping address.  Please contact the bank that issued your credit card and have your shipping address listed as an alternate address in that bank's memo field.

What payment methods does FirebirdSilverworks.com accept?

• Visa
• Master Card
• Discover

No personal checks, purchase orders, Fax or C.O.D. orders will be accepted. I do not currently accept international credit cards. Payment may be made by mail with a money order or a cashier's check. I can accept payment through PayPal but not directly from this site. Contact me at sales@firebirdsilverworks.com if you wish to use PayPal.

Which states require their residents to pay sales tax for FirebirdSilverworks.com orders?
Orders shipping to Texas must be charged sales tax based on the county's rate. UPS ships to Hawaii, Alaska and Puerto Rico via UPS Ground, UPS 2nd Day and UPS Next Day Saver only. If you've selected any other UPS shipping method prior to choosing a shipping address in Hawaii, Alaska or Puerto Rico, your shipping method will default to the cheapest available UPS shipping method and you will be charged accordingly.  Orders shipping to Puerto Rico will incur a 6.6% duty tax and an additional $5.00 handling charge.

SHIPPING

How do I get my tracking number?
Tracking numbers are automatically e-mailed once your order has shipped.  If you have not received a tracking number within 3 business days, you can contact sales@firebirdsilverworks.com to check status of your order.  Be sure to include your sales order number in the subject line of all emails.

How do I track my package online?
Visit UPS’s website http://www.ups.com/ and follow instructions for inputting your tracking number.

RETURNS

Is it mandatory to have an RMA (Return Merchandise Authorization) number to return merchandise?
Yes. You must obtain an RMA (Return Merchandise Authorization) number within the applicable Return Policy period. Firebird Silverworks will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days. I  must receive the returned products within this time frame. RMA numbers will not be extended or reissued. The customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.
 
How do I acquire an RMA (Return Merchandise Authorization) number?