Items in stock are shipped within three (3) business days. All other items will be shipped in a timely manner depending on supply and shipment times and availability. There is no guaranteed processing time for any items offered by West-Valley Distributors although we will attempt to ensure an acceptable delivery time.
Occasionally, our distributors will run out of stock on an item. If this happens, we will continue to reorder the backordered item until the item is received or until our customer provides us with a suitable substitution or cancels the item in question.
Orders processed may be shipped in different stages and may not be shipped as one complete order. Availability of items may delay shipment.
All Shipping prices listed are approximate and for Domestic (United States) Delivery only. All international shipping including Canada and Mexico will require special rates and an approximate shipping and handling charge will be quoted prior to order processing.
All special order items (including feathers and/or boas) will have additional processing times for alteration and shipping. To expedite order, additional shipping fees can be paid but must be cleared through Drag Factory prior to order processing.
Express shipment of commodities (feathers) will have an additional 25% surcharge plus the extra cost of express delivery. All commodity orders generally require 2-3 week processing time and shipping time to final destination.
Shipment of special orders will require at least a 3-4 week processing time and all shipping dates are approximate and in no way constitute a contractual obligation.
All Shipping prices listed are approximate and for Domestic (United States) Delivery only. All international shipping including Canada and Mexico will require special rates and an approximate shipping and handling charge will be quoted prior to order processing. All special order items (including feathers) will have additional processing times for alteration and shipping. To expedite order, additional shipping fees can be paid but must be cleared through Drag Factory prior to order processing.
US Shipping Rates: To check your shipping rates, simply add items to your shopping cart and start to checkout. Your rates will be displayed when you begin the checkout process. Shipping rates are based on weight and location. (There is no commitment to check your shipping rates. Your order will not be processed unless you click the confirm order button at the end of the checkout procedure.)
International Shipping: Yes, we ship internationally. Most items are ready to ship within 5 business days. Occasionally, our distributors will run out of stock on an item. If this happens, we will continue to reorder the backordered item until the item is received or until our customer provides us with a suitable substitution or cancels the item in question.
International Shipping Rates: To check your shipping rates, simply add items to your shopping cart and start to checkout. Your rates will be displayed when you begin the checkout process. Shipping rates are based on weight and location. (There is no commitment to check your shipping rates. Your order will not be processed unless you click the confirm order button at the end of the checkout procedure.)
International multiple item orders: Many of our international customers like to wait until we have their entire order ready to ship before shipping their orders. This generally will cost much less than making multiple shipments. However if you would like us to, we will gladly ship our international customers’ orders in multiple shipments provided you are willing to pay the additional shipping fees. Rush Shipping: the price and availability of rush shipping varies depending upon many factors. It is generally best to call for rush shipping questions: 404.419.6136 ext. 101. We will make every effort to make sure you receive your parcel on time. However, rush shipping is not guaranteed to be on time. Under no circumstances will we refund the cost of overnight, 2 day, 3 day, or other rush shipping methods.
Shortages and Other Discrepancies: After we have shipped your order and after you have received your order, it is your responsibility to check the contents of your order immediately. Any and all shortages, damages or other discrepancies must be notified to West-Valley Distributors within 48 hours of receipt. No claims for damages, shortages or discrepancies will be accepted after 48 hours from receipt.
Returns, Cancellations and Refunds: Refunds for Items Not In Stock: We make every attempt to ensure that items listed on our pages are in stock and deliverable. Occasionally, manufacturers may run low on certain items or otherwise have productions pending that impacts inventory. Many times, we are not advised of inventory issues since many items may not have a high demand. If an item is ordered via PayPal and it is not in stock we will immediately contact you and advise you of the situation. The options will be as follows:
• A full refund via PayPal or partial refund for the item(s) that are not available (including shipping costs).
• Exchange for an item of lesser or greater value and a refund and/or charge for the price difference.
• Unfortunately, Drag Factory cannot maintain credit balances - any unclaimed monies (in PayPal) will be processed and mailed via company check if we have not been able to contact you for a period of three weeks.
Please Note: If you chose to pay by PayPal, you agree to the terms and conditions of PayPal. Please read them carefully.
Individuals who have a full PayPal account may receive partial refunds to their PayPal account which can then be transferred to their bank, checking, or credit account. Individuals who elect to utilize the one-time PayPal transaction feature and DO NOT wish to have a permanent PayPal account may not be partially refunded. They must accept a full refund via PayPal. If you elect not to receive your refund via PayPal then a company check will be mailed to you for all monies sent via PayPal. It will take approximately two weeks to process refunds that are being made with business checks sent via the United States Postal Service.
We certainly understand the frustration of not being able to get those items that you clearly desire. We do make every effort to ensure that the items listed are available. If a selected item is unavailable and you are notified as such - please do not send threatening e-mails or insulting correspondence. It is not our intention to process any transactions without having merchandise shipped out. We want you to be happy.
Refunds for Items Received: You may return items sold by Drag Factory within 15 days of delivery for refund under the following provisions:
• Drag Factory provides authorization via email, phone or mail within 15 days of delivery of item.
• All feather commodity returns will be charged an additional 35% restocking fee. A 20% restocking/return fee will be levied per item.
• Shipping charges for item will not be refunded.
We cannot accept returns of certain items including:
• Any item that is returned more than 15 days following delivery.
• Any item that is not in its original condition, damaged, or is missing parts.
• Any item that has been altered from its original state.
• All "special" order or processed feathers.
RETURNS: You must request an RMA (return merchandise authorization) number before making a return: To request an RMA number simply email us at retuen@dragfactory.com and request an RMA number. Please be sure to let us know in your email what you would like to return and why you want to return it. The RMA number, once received, must be written in a conspicuous place on the outside of the return parcel. Do not write your RMA number on the shoe’s box. If you write your RMA on the shoe’s box, the item’s packaging will be considered damaged and may void your returns eligibility. PLEASENOTE: We are authorized to charge a $5.00 damaged box fee for any shoe box that is written on, taped-up, or used as a shipping box.
What can be returned: Most of the items we sell can be returned. All returns must be in their original packaging, and the original packaging must be undamaged. Items to be returned must be in new condition. If there is any noticeable wear, the item(s) simply cannot be returned. PLEASE NOTE: We are authorized to charge a $5.00 damaged box fee for any shoe box that is written on, taped-up, or used as a shipping box.
What cannot be returned: No returns will be accepted after 90 days of receipt. Items that are not in their original packaging cannot be returned. Items with damaged packaging cannot be returned. Items with noticeable wear cannot be returned. PLEASE NOTE: We are authorized to charge a $5.00 damaged box fee for any shoe box that is written on, taped-up, or used as a shipping box. Items must be in like new condition to be eligible for return.
Returns for refund: Must be made within 30 days of receipt. Returns more than 30 days old will be eligible for store credit only. A 15% restocking fee will be applied on all returns for refund.
Returns for exchange or store credit: Must be made within 90 days of receipt. There is no restocking fee applied on returns for exchange or for store credit.
Shipping charges to reship back to you on US orders: We will reship back to you, without charge, any exchange for a different size. If your exchange is for a different style or color, you will be required to pay our standard domestic shipping charge to reship back to you.
Shipping charges to send merchandise back to us on US orders: All shipping charges to return merchandise back to us must be paid by the returnee. We do not reimburse shipping charges to returned merchandise back to us unless the merchandise was received in error or is defective. Under no circumstances will we reimburse the cost of overnight, 2 day, 3 day, or other rush shipping methods. Return shipping charges on International orders: All shipping charges on international orders must be paid by the returnee. We do not reimburse shipping charges on international orders unless the merchandise received was in error or is defective.
All cancellations of orders will have the following guidelines applied:
• All orders canceled prior to shipment will have monies credited through PayPal with the exclusion of a 15% cancellation fee.
• All orders canceled prior to shipment that was processed exclusive of PayPal will be refunded in the form of a check from Drag Factory with the exclusion of a 15% cancellation fee.
• All orders canceled once shipping has occurred will be treated as fulfilled and will be handled under our return policy with all charges relating to the items being governed under the return policy.
• All orders for commodities (feathers and/or boas) and gowns may be cancelled provided that order has not been processed.
• If processing of order has not begun, a 15% cancellation fee will be applied.
• If processing of commodity order has begun, a 35% cancellation feel will be applied for all general commodity orders and a 45% cancellation fee will be applied for all specialty orders (special dye, colors, cuts).
• If processing of a special order has begun a 45% cancellation fee will be applied.
• All cancellations must be received in written correspondence (email) to cancellations@dragfactory.com All Returns must be sent to: Drag Factory The Façade Entertainment Group 961 Image Ave Suite B Atlanta, Georgia 30318 USA
