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Frequently Asked Questions

Do you do custom orders?
Custom orders are being accepted on headdresses! 

  • Custom orders can take anywhere between two weeks to a month or two to process. This depends on the time of year and supply shipments. I wont know exactly until you send a custom request.
  • I require the whole project to be paid in full before I get started on your piece. I do accept payment plans and I am flexible in working with my customers. Please keep in mind that once you send me a payment the project may not be cancelled. 
  • I keep you in the loop through the whole process. From time to time I may send you photos and ask if you would like any changes. This is a project we are creating together, you should be involved if you want to be.
  • Please head over to the Custom Order page for more information.

 

Do you do custom cast ear & horn colors? 

Unfortunately, due to the number of orders I receive, I am unable to process individual color requests on cast horns and ear sets indefinitely. Special orders for custom colors may be taken for bulk orders on a case by case basis.


How can I contact SteamWolf Symphony?
You may contact us via shopsteamwolf@gmail.com.


My horns don't fit! How do I fit them? 

I intentionally make the bands large on all my ears and horns so that you may fit them to your head when you receive them. All head sizes are different and it is up to you to tie an additional knot at the end of the band until the horns no longer "flop around" on your head. Once the horns are a tight enough fit, they will stay up on their own. If you need additional help, please see this video...

 

What is the "felt backing" option?

The felt back option is felt that is adhered to the backs of your horns. Not only does it make your horns look cleaner, but it helps keep them from slipping down on your head. This option isn't 100% necessary, but some people like having it.


Do you offer coupons and discounts?
Occasionally, I tend to keep my prices reasonable so I don't run promotions very often. When I do, I usually announce them in the Moon Phases newsletter, on Facebook and Instagram.


Is everything really handmade?
Yes, everything in my store is handmade or hand poured by me in my home office in Northern California. If it's not one-of-a-kind, it's created in small batches with care to ensure it's quality.


I need to change the address on my order or my order was shipped to the wrong location?
Please contact me as soon as you notice, I can typically change it before I ship. Shipping to wrong addresses is handled on a case by case basis. Please be aware, that I may not be able to refund/recreate/send another item to you. Please make sure your address is accurate at checkout to avoid any issues or delays.


What is your return policy?
I allow returns on my cast ear/horn designs and jewelry within 5 days of delivery. Items must be shipped back to me within 14 days to receive a refund on the item only. Customers are responsible for all shipping charges that may occur unless a mistake has been made by SteamWolf Symphony. If the item is not returned in it's original condition, buyer is responsible for any loss in value.
All headdresses, candles, art and sale items are final sale.
Returns on costume items are NOT allowed between the months of September - November. All Halloween sales are final!


How do you handle damages?
Please contact me directly as soon as your item has been delivered. Damages are handled on a case by case basis depending on the item that was ordered.


Why didn't my product review get published?
At SteamWolf Symphony, it's my duty to publish both positive and negative reviews that my customers might leave. Some reviews don't get approved because they were an issue not relating to the particular product that it was left on. If you have any issues with your order please contact me so I can assist you directly. I pride myself on customer service and that includes things like missing or wrong orders.


What are you shipping policies?
Once the item is shipped from my studio it is in the hands of the United States Postal Service. I am not responsible for any delays by them, weather or otherwise. All packages include tracking and items over $50 are insured. Items over $175 will include signature confirmation.


Why is my package in an *insert business name here* box?
I recycle! I don't like to throw out old boxes and more often than not I use my past orders for orders placed on this store. If you are getting a box with another business label/tape/sticker on it, it's because I don't like to waste them. 


Customs and import taxes.
You are responsible for any import taxes and fees that may occur outside of the United States. Please note, SteamWolf Symphony is not responsible for any delays due to customs. Please be aware of what is allowed within your country of origin. Items from my store featuring real animal parts will not be shipped outside of the United States.

 

On the subject of animal parts 


Are you a vegan company?
Yes and no, it's complicated. I do offer 100% animal friendly options in my store. These include jewelry, cast horns and some headdresses. Pieces that are made with real animal fur, claws, bone, hide, horns, etc are ethically acquired from natural history dealers, antique markets, second-hand, salvage and from sources which the whole animal was used (not killed specifically for their parts).


Why do you use animal parts?
I am an animal lover that also believes in respecting nature as well as the circle of life. I don't wish to see animals hurt or hunted for sport, but I will recycle old animal parts to give them new life so that they don't go to waste.


Can you ship an item with animal parts to my state/country/territory?
SteamWolf Symphony takes no responsibility in what is shipped to your location. It is up to the buyer of any art pieces with animal parts to know what can or can't be sent to their area. If you are confused about what is allowed in your location, please see this amazing guild on Animal Parts Laws, written by The Green Wolf.


I do not ship items with animal parts outside of the USA at this time.