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What materials do you use?
We print with high-quality PLA and PETG filaments in a wide range of colors. PLA is plant-based and rigid, perfect for display pieces. PETG is tougher and slightly flexible, ideal for functional items like fidget toys.
Are your products safe for children?
Our items are printed from non-toxic PLA plastic. However, some pieces have small parts and are intended for collectors or older children (12+). Product listings note any age considerations.
Can I request a custom color or size?
Absolutely! Add a customization note when adding an item to your cart (look for the "Add a customization note" link below the Add to Cart button). We'll do our best to match your request — reach out via our contact form if you'd like to confirm availability before ordering.
How long does it take for my order to ship?
Each item is printed to order. Production takes 2–3 business days, then we hand-pack and ship. Orders placed before 2pm MT ship sooner. You'll receive a shipping confirmation email with tracking once your order is on its way.
How much does shipping cost?
Shipping is $5.99 flat rate. Orders over $50 ship free — the cart automatically applies free shipping when you hit the threshold.
Do you ship internationally?
Yes! We ship to most countries worldwide. International shipping rates and delivery times vary by destination. Customs fees and import duties are the responsibility of the recipient.
How do I track my order?
Use our Track Your Order page — enter your order ID and email address to see real-time status. You'll also receive a shipping email with a carrier tracking link once your order ships.
What's your return policy?
Because every item is printed to order, we don't accept returns for buyer's remorse. However, if your item arrives damaged or defective, contact us within 14 days with a photo and we'll reprint or refund — no questions asked.
My order arrived damaged. What should I do?
We're sorry to hear that! Email us at contact@theenchantedhollow.com or use the Contact Us page with your order number and a photo of the damage. We'll make it right within 1–2 business days.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex, Discover) as well as Apple Pay and Google Pay for one-tap checkout. All payments are securely processed by Square.
Do I need to create an account to order?
No — guest checkout is fully supported. Just enter your email and shipping address at checkout. Creating an account lets you earn loyalty points, view order history, and check out faster next time.
Is my payment information secure?
Yes. We never store your card details — all payment processing is handled by Square, which is PCI-DSS Level 1 compliant. Our checkout uses HTTPS/TLS encryption.
How do loyalty points work?
Earn 1 point for every $1 you spend (after discounts). Every 100 points = $1 off a future order. Points are credited automatically after a successful purchase and can be redeemed at checkout.
Do I need an account to earn points?
Yes — points are tied to your account. Guest orders don't earn points, but you can create a free account on the order confirmation page after your first purchase to start earning.
Do points expire?
Points don't currently expire. We may introduce expiry in the future and will notify members with ample notice.
