FREQUENTLY ASKED QUESTIONS
How long does it take to fill an order?
Please allow up to 2 business days turnaround time for filling and shipping orders. Our business days are 9am to 5pm EST Monday through Friday. We are off on Holidays so we can spend them together and occasional special family events (like a wedding or a newborn!) may extend turnaround time by a day or two. We make every effort to get your order to you as quickly as possible.
How can I contact you?
Our email address is service@eurekacrystalbeads.com. Our hours of operation are Monday through Friday from 9am to 5pm EST. We do our best to reply to every inquiry within one business day, if you have emailed us and not received a response please check your junk or spam folder! Our reply might just be hiding in there. We no longer offer phone support at Eureka so reaching out via email is the best way to get a quick answer to your question!
Can I visit your location in person?
Eureka Crystal Beads is online only and not open to the public for shopping.
My coupon code does not work!
Only coupon codes you have received directly from Eureka or our partners are valid. Please note that coupon code websites are often showing wrong or outdated codes that will not work. Please double check the code expiration date and check that the spelling is correct - be careful not to add extra spaces! Be sure to click the "apply" button or hit "enter" after entering a coupon code in your shopping cart. Take note: only one coupon code can be used per order.
I forgot my coupon code. Can you add it?
We can absolutely add the code after your order is placed with a few caveats. Normal coupon codes can easily be added after the fact but your own personalized Reward Code cannot. As long as the normal coupon code is still valid and not expired and as long as you have an account with Eureka. Please be aware that if your code brings your order total below $39.99, a shipping fee will be added back in. All savings from coupon codes added manually after the fact will be added to your store credit. We CANNOT apply your personalized Rewards Code to your order, please consider this when redeeming your Sparkle Points.
What is your Rewards Program / What are Sparkle Points?
Please read all about our exciting new rewards program here.
Can you combine my orders?
Unfortunately it is not possible to combine orders, even if placed very close together. Our system is set up for speed and efficiency and we cannot halt the process to combine two orders without impacting all of our other orders. Thanks for understanding!
Can you add to my order?
We are sorry, but due to the volume of orders we cannot add to an existing order or combine multiple orders. If an item is ordered by mistake we can cancel the order so that you can place your order correctly. Please contact us by email us as quickly as possible so that we can cancel your order.
We can only cancel your order within 12 hours after it has been placed.
How do I cancel my order?
If you change your mind about your order, please email us immediately if you decide to cancel your order (service@eurekacrystalbeads.com). Orders can only be cancelled within 12 hours after being placed. After this window, we can no longer cancel an order, even if it still has not shipped.
Why is my package taking so long to arrive?
As of October 1st 2021 USPS is implementing new service standards and increasing target delivery times by an estimated additional day or two in some cases. Please note that our Free Shipping and Economy Shipping options are delivered by USPS and these new changes may lead to increased transit times. International orders can take up to 60 days to arrive due to Covid related shipping delays. Shipping to Europe has been impacted by the war in Ukraine. Please read more about our shipping options and estimated transit times here.
Why was I charged for shipping?
All US orders over $39.99 qualify for Free Shipping with the exception of Puerto Rico and Guam. You will be provided with several options for shipping. If you would like free shipping please choose this option. We are not able to refund your shipping if you chose a paid shipping option even if your order qualified for Free Shipping. Please note that your order must reach a value of $39.99 after coupons to qualify for Free Shipping.
I paid extra for Priority but my item arrived late, can I get a refund?
Although the USPS strives to deliver Priority Mail within 1-4 business days, this time frame does not have a money back guarantee so unfortunately we cannot refund your shipping if your item was delayed by the carrier. The only USPS service that does come with a money back guarantee is Priority Mail Express Overnight.
Will I be charged sales tax?
State and local sales tax will apply to all orders shipped within Idaho and Wyoming. All orders shipped outside of those two states are not subject to sales tax at this time.
Even if we do not collect sales tax from you, you may owe sales tax on your purchase. Unless you live in Alaska, Delaware, Montana, New Hampshire, or Oregon, your state most likely requires purchasers to report and pay tax on all purchases that are not taxed at the time of sale. The tax may be reported and paid on your individual income tax return or by filing a consumer use tax return. For more information, please visit your state's department of revenue website.
Do you ship to my country?
***PLEASE NOTE: Due to COVID-19 some parts of the world are currently inaccessible via the postal service and we cannot currently ship to those places. For more information on International Service Disruptions and to see a list of affected locations please visit the USPS here. Many of our international customers in affected countries choose to use a courier service that will forward all your US-based shopping to you. Additionally, please note that due to pandemic restrictions and limitations on travel, items may be delayed significantly. If you are still waiting for your package please allow up to 90 days from shipment date. We are not able to trigger an investigation until that time period has elapsed.
All international orders may be subject to customs fees or taxes. These are separate from shipping charges and are not the responsibility of Eureka Crystal Beads. Customs fees and taxes will vary depending on location. Contact your local Customs office if you have any questions or concerns about these fees.
For EU Customers: The European Union (EU) is implementing new customs rules for online purchases made from outside the EU. From July 1, 2021, Value-Add Tax (VAT) will be charged on all commercial goods imported into the EU, regardless of value. This effectively ends the EUR €22 exemption that was used in the past.
Out of Stock Items
Sometimes popular items are backordered from our vendors, and sometimes our website accidentally allows us to oversell items. If we are out of an item, we will email you to let you know, and your payment account will be credited within 2-3 business days. Your order will ship sans the missing items. If we are missing part of an ordered quantity, you will have the option for a refund for the missing items or to remove and refund all the items. If we do not hear back from you within two days we will ship what we have and refund what’s missing.
When items in a Collection are showing as 'out of stock' this only means that all of the stock of this item is reserved for that Collection and cannot be purchased separately. If the item is listed, it will be included in the full Collection.
Returns
We want you to be satisfied with your order. If for any reason you are not happy, you may return your order, or any part of it, within 30 days for a store credit. Making a return to Eureka is simple! If you wish to return an item, just mail it back to us at the following address:
Eureka Crystal Beads Returns
1647 S Federal Way
Boise, ID 83705
Items can be exchanged for store credit within 30 days of receipt as long as the item is in its original condition. Shipping charges cannot be credited. In the case that you received free shipping but your return brings your order total below $39.99, a shipping fee will be deducted from your credit.
Please send your returns in a plain, rigid cardboard box or bubble-padded envelope. We recommend but do not require that you insure your package and send your items with tracking confirmation. We will not credit you for items that arrive damaged.
If you would like to exchange any item, simply return it for a refund and place a new order for the desired item(s).
Items past our 30-day return date will not be accepted unless defective.
To expedite your return, please attach a copy of your invoice or packing slip with the returned items noted, along with the unwanted items in their original condition. Failure to include this may delay your credit and result in a 20% restocking fee.
Please note that returns of 5 or more SKUs from a single order will result in a 20% restocking fee. Returns of entire orders will also result in a 20% restocking fee.
The following items are non-returnable and final sale (unless defective): clearance and sale items, discontinued items, chain, any items cut to your specifications, jewelry kits, sets, patterns, collections, special orders or any item not in its original salable condition. Cut or unspooled wire and stringing materials are non-returnable. If these items are received, the items will not be refunded and will be donated to charity.
Please note that our return policy applies only to items that are not damaged or defective. Please see the next section for what to do if you receive broken or damaged merchandise.
Missing/Damaged
If you receive a package that has missing, defective, or wrong items please contact customer service within 7 days upon receiving your order to make the corrections (service@eurekacrystalbeads.com). Please include your order number, your full name, contact information and a short description of the problem in the email. Attaching photos especially of defective items is welcome and very helpful when we reach out to our suppliers. We promise to get back to you as soon as we can to inquire and resolve the problem.
We do typically send out replacement beads right away but we need to check with our warehouse to see if the stock is correct before we are able to guarantee that we can send you the missing beads. If we do not have them in stock, we will do a refund instead. Thank you for your patience as we sort this out so we can let you know how we can resolve this for you.
Some of our beads are counted by hand by real people, occasionally this means a bead or two may be missing from a package. In cases such as this, we will refund you for the missing bead to store credit as shipping a single bead is not feasible or always possible.
Lost/Stolen Packages
Eureka Crystal Beads takes every step possible to ensure the speedy and correct delivery of your bead mail.
On rare occasions packages never arrive at their destination. If the carrier has confirmed delivery of the package, no replacement order will be sent. Claims for missing packages shown as delivered should be handled directly with the carrier or local police department.
If you have not received your package and the carrier has not confirmed delivery, please contact us within 7 days for information regarding a replacement package. For international orders, we suggest checking with your local Customs office to inquire about your order.
Eureka Crystal Beads is not responsible if your order was not received because shipping information provided during checkout was incorrect. If an order is returned to our warehouse due to incorrect shipping information we will contact you for further instructions. If our shipping system does not recognize your address, we will reach out to you by email to confirm that your address is correct. If we do not hear back within 24 hours your order will ship to the address as written.
We want you to be happy with your purchase, but Eureka Crystal Beads is not responsible for lost or stolen packages, particularly when delivery is confirmed by the postal carrier.
We cannot replace or refund orders that are reported as missing more than 60 days after the order was placed.
Please note that the vast majority of our orders now ship from Boise, Idaho.
Special Orders
Please contact us at service@eurekacrystalbeads.com with your Special Order Inquiry.
