Frequently Asked Questions

 

JUST CURIOUS

Do you have a brick-and-mortar store?

No, not at this time. But we are always available on the wonderful world wide web!

Frenzy Universe claims to be an eco-friendly company. What measures are you taking to be a sustainable business on a sustainable planet?

We are very conscious of the impact of businesses and individuals on the health of our planet. We have performed an audit of our carbon emissions and have taken the following actions to reduce our energy consumption, the waste we generate, and our overall carbon emissions:

• We recycle as much as possible. Many times, we can use items in our art. Anything recyclable that we can’t use in our art, we submit to the nearest recycling program that accepts that particular resource.
• We minimize our travel and commutes as much as possible.
• We reuse boxes and as many other shipping resources as we can, we recycle everything possible, and we compost our food waste.
• We use the "Carbon Neutral" shipment option on all shipments processed through UPS. This adds between $0.05 to $0.20 to the cost of every UPS shipment, depending on the method of shipment (e.g., Ground vs. Air).
• We use energy-efficient appliances, fixtures, and light bulbs whenever possible. However, we are housed in a building that was built half a century ago, so we try to neutralize our energy usage as best we can.

I want to use your images, may I?

All of our images are copyrighted, and we fiercely protect our intellectual property. If you really must use our images, please contact us, and we can negotiate permissions. Otherwise, please don’t pirate our art.

What is “steampunk”?

Please see our blog entry titled “What is steampunk, anyway?” You can find it here.

ORDERING

Do you sell items wholesale?

Not at this time.

Do you take custom orders?

Depending on the item you want, we may be able to provide custom work. Any of the items branded "frenzy universe," and some items of the other brands, may be available in custom sizes or colors. In addition, we welcome a challenge, so if you have a costume idea or other apparel or art idea, we may be able to help. Please contact us to discuss the project you have in mind.

I want an item, but you don’t have my size. What can I do?

Please contact us and let us know what item and what size you’re interested in, and we’ll see what we can do!

What is your cancellation policy?

If you wish to cancel your order, you must do so within 24 hours of placing the order. Special Order or Custom pieces cannot be canceled once the work on the item has begun. If, for some reason, an item is unavailable after you place your order, you will be notified via email as soon as possible and the remainder of the order will be sent as requested. The unavailability of a particular item will not cancel your entire order unless you notify us that you wish to cancel the entire order.

You had an item I wanted, but it is sold out. Can I still get one?

Please contact us and let us know what item and what size you’re interested in, and we’ll see what we can do! Some items may be available from our suppliers; however, some items are unique or made from supplies only available in limited quantities. We will work with you in finding an acceptable replacement in the event this is the status of the item you desire.

I am located outside the US, can I still order from you?

Yes, we do accept international orders. However, due to significant cost increases in International shipping rates please be aware the shipping cost for International orders is very high.

We ship International Orders via the best shipping option we can to keep it affordable, but higher priced items will be shipped UPS ONLY to provide insurance and tracking on the package throughout the entire shipping process. International orders can take from 2-6 weeks to be delivered due to customs delays that are out of our hands.

We are not responsible for any taxes, fees, tariffs, or import duties levied against the import of our items to your country. Please familiarize yourself with your home country's rules and regulations on overseas purchases prior to ordering from us. Any tariffs, taxes, fees, or duties levied against imported goods are the sole responsibility of the recipient.

SHIPPING

What shipping methods do you use?

DOMESTIC (USA) ORDERS

We ship all DOMESTIC packages via USPS First Class or Priority Mail, depending on the USPS requirements based on package weight and destination. Most small items are able to be sent First Class, while larger items must be sent via Priority Mail. We may use UPS for larger boxes and higher weights if the price is more amenable.

INTERNATIONAL (outside USA) ORDERS

All INTERNATIONAL packages are shipped via USPS International Mail or UPS and include a tracking number. International shipping rates are significantly higher due to the increase in rates set by the shipping companies. Items shipped via Post (US Mail) will only be trackable until they leave the USA due to the item being transferred to international postal systems that are not connected to the USPS tracking system.

The shipping cost of each item is determined per item, based on weight and size.

Domestic Customers Only: If you need this item faster than Mail delivery or absolutely need tracking, please contact us PRIOR to placing your order so we can get you a shipping quote and check to make sure we can meet your deadline. Rush shipping is not available to International Customers for cost reasons.

How much does shipping cost?

Shipping costs vary by order as the actual cost depends on the weight and size of the package and where it is going. We try to keep costs down as much as possible, but we are at the mercy of the shipping carriers available and the fees they set. Both Domestic and International shipping has increased in cost significantly and we try to ensure packages are delivered by using a tracking service such as that provided by UPS.

When will my order be shipped?

We do our best to get orders processed and shipped within 3 business days of receiving them, custom orders take longer and that processing time is noted in the product listing. You will be notified if any particular item on your order will be delayed in shipping. Once shipped, most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. International shipping delivery times may vary between 2 and 12 weeks. Special orders, custom work, and certain handmade-to-order pieces may take longer due to longer processing times. If an item has a longer processing time, it will be stated in the product's description.

Frenzy Universe will do everything in its power to get your order to you quickly and efficiently. However, we ask that you keep in mind that there are often outside forces that may impede the delivery of your items by a specific date. Frenzy Universe is not responsible for natural disasters, inclement weather, traffic accidents, “Acts of God,” or any operational hurdles faced by transportation companies with whom we work.

Any expected delays in shipping, which may be caused by our attendance of conventions or other personal or business events, will be noted on the website. We appreciate your patience during these times.

Why was my order delivered in a reused box?

We strive to be as friendly to Earth as we are to visitors to Frenzy Universe. Reusing resources, such as cardboard boxes, for shipping and in our art allows us to walk softly on the planet. We encourage you to reuse as many resources as you can, and recycle any resources for which you no longer have a purpose.

I live in a country that is not the United States. Why am I being charged by the delivery person to receive my shipment?

International orders may result in taxes, tariffs, or brokerage fees that are imposed by your nation or by the company that imports your items from the United States. These taxes, tariffs, and fees cannot be predicted, and the payment of such fees are the responsibility of the purchaser.

What is your policy on refused packages?

We have shipped your package to you in good faith. If your item is returned to us as having been refused by the recipient, we will assume that you no longer want the items. We will restock the items immediately to the website and we will refund the order price, minus the shipping cost and a 20% restocking fee.

RETURNS

What is your return policy?

We strive to provide clear, detailed product information on our website; to provide only the highest quality items; and to fill every order completely and accurately. However, mistakes and miscommunications do occasionally occur. If, for any reason, you are not satisfied with a product you purchased through www.frenzyuniverse.com, you may return most products for exchanges or for a full refund of the item cost. Please read the following information for details on our return policies.

WHAT can be returned?

We will happily accept returns on most items still in new, unused condition. Items that have been worn, altered, or damaged by the purchaser are not eligible for returns or refunds. Certain items are NOT eligible for returns due to the nature of the items and how they are used or worn (e.g., undergarments). Any item that is not returnable will state this exclusion in its description. Frenzy Universe guarantees any of its products in a new and unused condition (unless otherwise noted in the description, such as military surplus, vintage, or upcycled items) but does not accept responsibility for altered or abused articles. If you wish to return an item, please contact us via email or phone (740-393-3400) before sending the item(s) back. Unauthorized returns are subject to a 20% restocking fee, so please remember to contact us first!

By WHEN do items need to be returned?

All returns must be initiated within 2 weeks of receipt of the item. In other words, within 14 calendar days after you accept delivery of the item(s), you must contact us via email or phone so that we may expect the return. We must receive either the returned package or verifiable tracking information on the package within 2 weeks (14 calendar days) after the return is authorized.

To WHERE do items need to be returned?

Return items to our home office: P.O. Box 372, Tallmadge, OH 44278.

HOW do customers return items?

Simply email us to let us know which item(s) you are returning and the reason for the return. Then, send the item(s) back, and we will perform a refund. Contact us by email, or call us at 740-393-3400 to initiate a return. Once you have received a Return Authorization, you may ship the item to the address above.

SHIPPING for returns

For returns that result directly from an error of the staff at Frenzy Universe, we will issue an electronic call tag, or a pre-paid UPS Returns Label, and the return shipping is on us. If the return is a result of your error or discretion, you will be required to pay for return shipping. Original shipping fees are nonrefundable. However, if you choose to exchange an item for another item, we will ship the new item at no cost to you, provided that the shipping cost of the new item is approximately the same as the shipping cost of the original item.

REFUNDS for returns

All returns paid for by credit card will be refunded back to the original credit card on which merchandise was purchased as soon as possible after returned merchandise is received, minus any applicable restocking fees or shipping fees as stated in above policies. Most of the time, we will initiate the return the same day that we receive the returned merchandise, but credit card processing may take a few days, and Frenzy Universe cannot guarantee the date on which your funds will be available to you.

What is your policy on unauthorized returns?

If you receive your item and wish to return the order or a portion of your order, it is imperative that you contact us first so that we can expect your return. Items that are returned without prior notice will be restocked immediately to the website (assuming the item(s) arrive in original condition) and we will refund the order price minus the shipping cost and a 20% restocking fee. If you have contacted us and received confirmation that we are aware your return is coming, you will be refunded the entire cost of the item(s) minus the shipping fee. If a returned item is discovered to have been worn, damaged, or altered in any way before return, we will keep the item, but no refund will be issued.