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FAQ

Contact information & Hours

How do I contact you?
     Out of the Box Puppets
     Sales@outoftheboxpuppets.com
     Please include a phone number.

Customer Service #409-789-4989
     We try to answer all calls immediately, but sometimes we are up to our elbows in puppets, so please leave a message that includes your phone number. We'll get back to you within 24 hours or on the next business day.

What are your hours?
     Normal business hours are as follows, but will also communicate with you via email after hours, Saturday or Holidays.
     Monday-Thursday 8:30am-3:30pm Central Closed Friday-Sunday

Where are you located? 

We are in Texas. We do not have a retail location.  All sales are online or sometimes we exhibit at conferences.
   

My Account

How do I create an account?
*You must NOT be under the age of 13 to register on this site. Please ask a parent or Guardian to register using their information.
     1) Click the "Register" link at the top right side of our site.
     2) Enter required * information
     3) Click the box next to the Terms & Conditions
     4) Type in security codes show on screen
     5) Click Register

How do I sign in?
Once you have registered you can sign in by clicking on the "Log In" link at the top right side of our site.

What if I can remember my password?
    Click on the "Log In" link at the top rights side of our site. Enter your email address and click on the "Forgotten your password" link.

How do I edit my account information?
     1) Click on the "Log In" link at the top rights side of our site.
     2) Click on "Your Details" link

How do I add multiple shipping addresses?
     1) Click on the "Log In" link at the top rights side of our site.
     2) Click on "Your Address Book" link
     3) Click on "Add New Address" or click box next to address you wish to delete, then click "Delete Selected"

How do I access my order history or check the status of an order?
     1) Click on the "Log In" link at the top rights side of our site.
     2) Click on the "Your order History" link.
     You can view the pending order or cancel.  You can make payment, changes, add to or customize puppets when you are contacted by a customer representative. You CAN NOT cancel an order once order has been shipped and history shows "order complete"

"Complete Payment" link won't work?
  Since we will customize most of the puppets we sell as well as love to answer questions concerning our fabrics, dyeing techniques and hard to find supplies, we call all of our US customers to complete the order.  We contact our International customers via email to confirm order.

What are digital downloads?
At this time we are not offering any products for digital download.

How do I subscribe to the Out of the Box Puppets Newsletter?
Enter your email address in the Mailing List box listed on the right hand side of our website just below the "Shop By Category" list. Click "Subscribe Now"

How do I unsubscribe to the Out of the Box Puppets newsletter?
     1) Click on the "Log In" link at the top rights side of our site.
     2) Click on the "Newsletter Subscriptions" link.
     3) Click on the "Click here to unsubscribe" link.


Shipping

When will my order ship?
     Most supplies, fabrics, parts, kits and patterns will ship in 1-2 business days. Estimated shipping dates for puppet orders will be given when we contact you for payment information.

What are my shipping charges?
      We will calculate shipping based on size, weight, postal code, residential and commercial delivery locations when we receive your order. We will contact you to notify you of shipping costs and receive your payment information.

What shipping companies do you support?
     In an effort to keep costs as low as possible we calculate shipping on each order based on size, weight, postal code, residential or commercial delivery (determined by UPS) location. In the Continental US, normally packages 2.5lb and under ship Priority US Postal system 2-3 business days. Packages 3lb and over typically ship UPS 2-4 business day.  We do offer faster shipping options.  Please ask the customer representative about other shipping options if you need it their faster. Outside the Continental US, the US Postal System is the lowest cost method.


Order Status

Has my order shipped?
     You will receive an email from the US Postal System or UPS as soon as your order has been processed.

How do I track my order?
     You can click on the link provided in the shipping notification email or go to www.usps.com or www.ups.com and put in your tracking number. Tracking is very limited on International Small Flat rate boxes. Delivery confirmation available.

How do I change quantities or cancel an item in my order?
   Please contact customer service.

Why are puppets created after I pay for my order?
     All puppets are handmade when ordered and payment is received.  This helps us keep inventory costs down, so we can provide the lowest priced puppets possible. We will also customize most of the puppets on our site. Please contact us for additional options. Some orders require extra time, so please allow for longer construction times. We do our very best to ship products as quickly as possible.  Estimated shipping times will be given when you speak with a customer service representative.

My order never arrived
     Once your order has been delivered we will be notified by the shipping company. We will send you a follow up email. If you have not received your package or are missing items, please contact customer service.

What is the return policy?
  All sales are final unless product is defective.  Please contact us with in 15 days of delivery for return and repair approval for defective product.


Custom Puppets

How to I obtain an estimate for a custom Puppet?
    Puppet prices and production times are dependent on the complexity of the design and the number of other order already in queue.  Please contact us. We'd love to discuss a no obligation estimate with you.

Do I Have To Pay the Entire Amount Before You Start Work on My Custom Puppet?
     Yes. We do require the full amount plus shipping cost to hold your place in line. We will do our best to give you an accurate estimated start date as well as keep you updated throughout the process.

What License do I have when purchasing a Puppet?
     Please see Terms & Conditions



Product-Related Questions

Can I resell puppets from Out of the Box Puppets?

   At this time we do not have a resellers program.  All puppets should be purchased for your own personal use or gift for someone.  Please do not resell our puppets as new.  If in the future you no longer have need of some of our puppets and what to sell or donate them, just make sure they are represented as used.

Do you sell costumes for puppets?
     Yes, we will custom make other cloths or costumes for our puppets as well puppets purchased from other companies.  Prices vary depending on costume.

Can I request changes to puppets on your site?
     Yes, we will customize most of the puppets. Examples: hair color, add cloths, hats, nose shape, non blacklight version, blacklight version, costumes, larger, smaller etc..  Some changes may be an additional cost.

Do you repair puppets?
     Yes. Please contact us for specific repairs.

What if I assembled my Stringbean incorrectly?
    Oops. All is not lost. We can supply you with replacement parts or we can repair the item. If you choose to return it we will repair it for FREE, but you will need to pay for all shipping cost.

Do arm rods come with the puppets?
     If arm rods are included with a puppet, the item description will say so. Arm rods may be purchased separately for the other puppets.

How do you attach your arm rods?
   Our arm rods are attached to puppet arms with rubber bands. Do not simply loop the rubber band over the puppet's wrist, or you will have very little control. The arm rod will arrive with one end of the rubber band attached, leaving a loop (Figure A). Pull the loop into a circle which is bisected by the rod (Figure B). Pull each side of the loop past the rod and bring them together on the back side of the rod, forming a double strand "C" shape with each end attached to the rod (Figure C). Put the puppet wrist between the "C" and the rod and adjust the rubber band for a tight hold (Figure D). Attach the rod to the inside of the puppet's wrist.

Can I request fabric samples?
     Yes, in most cases you samples are available for the fabrics we carry in stock. Custom dyed fabric may be limited in quantity. Samples are sent free of charge within the USA. Please contact us for shipping cost for international customers.

 

I thought Antron Fleece was no longer made?
     A few years ago the company that produced the nylon fiber used to make the Antron Fleece stopped manufacturing it.  Since then a new company has started producing the fiber and the original Antron Fleece Manufacturer, Hampshire Textiles has resumed producing the fleece, but it is now known as 100% Nylon Fleece.
 
Is the Antron the same as the original?
     The original Antron came in both 14oz and 12oz Nylon.  The current 100% Nylon Fleece (formerly known as Antron) is available in 12oz Nylon.  The 100% Nylon dyes beautifully.  We suggest use Rit Dye for new dyers or Dharma Acid dye for more experiences dyers.  We like the Dharma Acid dyes the best, but they take a little more preparation, but the colors are much brighter and crisp.  There is an excellent set of videos on Youtube on Dyeing Antron Fleece.
 
Do you dye the 100% Nylon (formerly known as Antron) colors you sell?
Flesh and White are standard colors manufactured by Hampshire Textiles.   Other smaller quantities of various colors are dyed by us. 


General Information

Do you have a Facebook page?

Why yes, please follow us at Facebook

What products would you recommend for beginning blacklight puppetry?
    We HIGHLY recommend John Coen's 3 DVD series Neato Blacklight Ideas. Check them out in the DVD's section of our website.
    We also recommend a handheld, battery operated blacklight. We prefer this brand Chauvet-NV-F4-Handheld Blacklight. They are carried by several online companies.

 

Can you help me find other Blacklight Puppets and Products?
Absolutely!!  We try to keep track of other Blacklight products.  Just Ask!!

Can I make copies of the printed or downloaded materials?
    Yes and no. You can make a copy for your own use, but please do not copy and distribute these materials. If you'd like to teach a class based on one of our copyrighted patterns or products, please contact us for more information.

Do you build the puppets?
   Yes, at this time all the puppets are designed and constructed in-house by Out of the Box Puppet staff. All puppets and patterns are copyrighted and may not be copied or reproduced.

Can I visit Out of the box Puppets?
    While we love meeting our customers, at this time we do not have a retail outlet. We do from time to time exhibit at regional festivals.  Please consult our newsletter for specific festival time and locations.


Copyright

Will you build copyrighted or trademarked characters?
   No. We can build a similar look, but we will not reproduce an exact likeness.

When I buy your copyrighted puppets, what restrictions apply to me?
     You have the right to perform with your Out of the Box Puppets' puppet on stage and in media, but not to reproduce it in any other form...for example, you do not have the right to make toys that look like our characters. Please see Terms & Conditions for more information on purchasing Sole or Exclusive License to your Custom Puppet.

Can I purchase Sole or Exclusive license to my puppet?
Please see Terms & Conditions


Pricing and Billing
 
What happens once I place an order on the webiste?
     You will receive a confirmation email.  A customer representitive will contact by phone and/or email, within 24 business hours to answer any questions, make changes to your order, customize puppets choices, notify you of shipping cost and receive your payment choice.  Once payment is receive we will email you a copy of then paid invoice.  You will also receive an email from the shipping company as soon as your shipment has been created.  We will also send you a follow up email once your order has been delivered.  Please contact us by phone or email if you do not receive any communication from us within 24 hrs.

Why can't I pay on website?
     We will customize most of the puppets we sell as well as love to answer questions concerning our fabrics, dyeing techniques and hard to find supplies, we call all of our US customers to complete their order.  We contact our International customers via email to confirm order.

Do I have to pay sales tax?
   You only have to pay sales tax if you are located in Texas.  If you are a tax exempt organization you will need to email us a copy of your tax exempt form.

What are my payment choices?
        We accept VISA, MasterCard, Discover, American Express, and PayPal payments are available for US and Canadian customers. Please be aware that ALL invoices and funds must be paid in US Dollars.  Please note that we will not ship your order until we receive payment from you. Paypal is available for all other international customers.

When will my credit card be charged?
        Your credit card will be charged after you speak with the customer representative or confirm via email.  For your safety, do NOT include Credit Card information in an email.

Can I send you payment directly via Paypal?
  Please do not send payment until you receive a Paypal invoice. Paypal invoices will be sent within 24hrs during business days after speaking with customer or we receive email confirmation for approval of shipping charges.

I have a question on my charges?
      If you have questions or concerns, please contact customer service for assistance. 409-789-4989 or sales@outoftheboxpuppets.com

Can my church or ministry get a discount?
     Almost all of our customers are churches or ministries. We try to keep our prices as low as possible.  We do not have special rates for churches, ministries, or missionaries. However, there are many opportunities to save money!
    As a new customer you will receive 10% off your second purchase of puppets, not including custom designs or shipping. When you refer others to Out of the Box Puppets, please give them your name.  When they purchase you will receive a discount credit based on their purchase towards your next purchase. You can save up this credit to earn FREE stuff. We do offer discounts on multiple purchases similar puppets or bulk orders of some supplies.

Can I return something if I don't like it?
  All sales are final unless product is defective.  Please contact us with in 15 days of delivery for return and repair approval for defective product.

When will my credit appear on my account?
     We will credit your account within 24hrs after we receive your approved return. See Terms & Service for return policy. Refunds typically take 2 business days to process but can take up to 7 business days. Once that process is complete, you should see the refund applied to your account within 7 business days.


International Customers

Do you ship to my country?
    Please contact us.

What happens once I place an order?
   Once you place and order we will contact you via email to notify you of shipping cost. When you confirm your desire to proceed we will send you a Paypal invoice.

What type of payments do you take?
   We accept Paypal. Your Paypal account must hold a Verified status with Paypal and qualify for Seller's protection or Paypal invoice and order will be cancelled. Please see Paypal Verification process for more information.
Please be aware that Invoices and funds must be paid in US Dollars.

Are customs, duty, and/or VAT charges included in the shipping charges?
        No. You may be responsible for paying VAT, duty or other fees upon delivery. The additional costs are calculated and collected by your local delivery service. Depending on your country, these fees can be 20% or more of the price of the purchased product. Any and all such charges are applied AFTER your order has left our offices.  We have no control over these and cannot predict how much they may amount to. Customs policies vary from country to country and you may want to contact your local customs office for further information. Please bear in mind it is a legal requirement that we declare the full value of the goods on all packages mailed outside the USA.

Do I have to have an import license?
   This varies by country and value of shipment.  Please contact your local customs department to determine what licenses are required.  We will not bill or ship your order until we receive import license numbers where required.
Please bear in mind it is a legal requirement that we declare the full value of the goods on all packages mailed outside the USA and declare them as merchandise.

What shipping companies do you support?
    The US Postal System in conjunction with your local Postal System is the lowest cost method. Delivery confirmation availalbe on most international packages, but tracking is limited and in some cases not available once item leaves customs on small flat rate boxes.

When will my shipment arrive?
     For international shipments, we cannot predict exact delivery times due to customs inspections and other delays. Your choice of international shipping method will determine the shipping time. Most packages arrive within 15 business days after shipment.
 

 

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