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Frequently Asked Questions
REWARD POINTS (Deprecated in 2024)
OUR PRODUCTS
Are the eyes made of glass or acrylic?
The eyes are made from acrylic modified polyester resins. If you have ever worked with acrylic eyes, our eyes will look and feel familiar. Our own patented technology gives our eyes extreme hardness, chemical stability, and heat resistance.
The iris and pupil are digitally printed, which allows us to create very detailed images. The image is refracted by the strong lens in a special way, creating the unique "tracking" effect.
On the back side of the eye, there is a ribbed plastic peg that helps position and set the eye on a mold. It can be easily snapped off if not needed.
How do I clean the eyes?
Our eyes can be treated with most organic solvents. DO NOT USE ACETONE as it will fog the eye.
If you need to clean the eye, use a soft cloth or a wooden stick. Do not scrape the eyes with metal tools.
ORDERING AND PAYMENT
How do I make an order?
To place an order, just browse our catalog or use the search box on the main toolbar. When you’ve found an eye you like, select the size and other options (if any) and click Add to Cart.
The eyes are sold per pair. The prices you see are for a pair of eyes.
When you’re done adding products, click the cart icon on the main toolbar and then click View Cart. Review your selection, make any necessary changes, and click Proceed to Checkout.
If it's your first order with us, the system will ask you to sign in or register on our website. Don't worry, registration will take just a few seconds but it will let you accumulate reward points and save on your future orders. You can also register in just one click by signing in via Facebook or Google.
Then, enter your shipping address, and select a shipping method and a payment method. You will be transferred to our payment provider's secure server where you can make your payment.
How do I change or cancel my order?
If you want to change or cancel your order before it is shipped, please email us ASAP at [email protected]
Do you ship to non-EU countries?
We ship to EU countries only. For other countries, please use our main website, https://taxidermy.by.
Do you accept credit cards?
Yes. We accept all major credit cards via our payment processing partner, Stripe. Your credit card details are transferred over secure networks. We never see your credit card information.
Is my credit card information safe with you?
Yes! We use one of the largest and most reputable payment processors, Stripe. We never ask for, see or store your credit card information.
Why doesn't my payment go through?
Please make sure you enter your credit card details correctly and your credit card has sufficient balance to cover the payment. In some cases, your bank or our payment processor's bank may refuse the transaction for internal reasons that are beyond our control. These cases, however, are rare.
SHIPPING AND DELIVERY
When will my order ship?
We try to keep popular sizes and models in stock. If all products in your order are in stock, we will ship them within 3 business days. However, some items are made to order. If that's the case with you, your order may take about 4 to 6 weeks to arrive.
What shipping options do you offer?
We ship via registered mail (Slovak Mail) and various express delivery services. You will see prices for every option during checkout.
How much is shipping to my country?
To keep things simple, we have the same shipping rates for all countries we ship to.
The easiest way to estimate shipping for your order is to click Cart -> View Cart and then click Shipping cost: CALCULATE at the bottom right corner of your cart. You will see the shipping cost calculation for your order.
How do I track my order?
To track your order, click
"Track Shipments" at the top of any page (or click here) and enter your
tracking number or order number. You will find the tracking number in the shipping confirmation sent to
you as soon as your order is shipped.
Alternatively, click
Account - Orders and open an order from the list.
RETURNS AND EXCHANGES
Can I return or exchange an item?
We stand behind our products. If for any reason you are not fully satisfied with the eyes you received, you can return them within 14 days of receipt for a full refund or exchange. If the goods were damaged or if you got the wrong products, we will also pay for the return shipment.
For orders paid for by credit card, we can only make a refund to the card you used to make the payment.
What is the procedure for returns?
To return an order, follow these 4 simple steps:
| 1 |
Let us know Email us at [email protected] and include your full name, shipping address, order number and date, as well as the reason for the return or exchange. If you received damaged products, please also include a photo of the defect. |
| 2 |
Pack the items Pack the items you return the same way they were originally packed to avoid damaging them in the mail. |
| 3 | Mail the items to us using a trackable shipping method Mail the items to us using a shipping method that allows parcel tracking. Make sure you keep the mailing receipt until you receive your refund or replacement. Use the following address to return the items: Supergram, s.r.o. |
| 4 | Send us the tracking number After mailing the items, email us the tracking number at [email protected]. Ensure this step is completed within 14 days of receiving the items. |
Period for returns
We will issue a refund only if you mail the products back to us and send us the tracking number within 14 days after receiving the items. The return is completed only after we receive and check the returned items.
Who pays for return shipping?
If you received damaged or wrong items, we will cover the return shipping cost. In all other cases, the return shipping is at the customer's expense.
When will I get my refund?
A refund is normally issued within 15 days after we receive the returned items. If you don't receive your refund within three weeks after we receive the returned items, please contact us at [email protected].
REWARD POINTS (Deprecated in 2024)
Do you have a customer reward program?
As of 2024, we're phasing out the reward point system due to lack of popularity. You can redeem previously earned points but no new points will be assigned.
The information below is for reference only.
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Earn 1 point for every 1 EUR you spend on our products Just create an account and shop as usual. For each 1 EUR you spend, we will add 1 reward point to your balance. |
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Earn 20 points for each approved product review Let us know what you think about the items you bought! Leave a review (add photos if you can) and get 20 points. We only accept reviews from customers who actually bought a particular item. |
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Earn 100 points when you share your referral link Share your referral link (you can find it in your account details or by clicking here) on social networks, forums, etc., or just send it to your friends. If anyone makes an order after clicking your referral link, you will get 100 points and they will get 50 points! |
Where can I see how many reward points I have?
Sign in to your account and then click Account - My points. You will see the complete history of your reward points.
How do I redeem my reward points?
Redeeming your reward points is simple. At checkout, you will see your order summary on the right sidebar.
Under Points to use, you will see how many points you have and how many can be used.
Enter a number into the field to redeem your points.
You can pay up to 100% of the order with your reward points.
Note 1
Please note that you need an account on our website to take part in the rewards system. But don't worry, creating an account is easy and free!
Note 2
Please note that points do not have cash value and cannot be exchanged for cash.
OTHER QUESTIONS
I have a question but it's not covered here. What do I do?
We're here to help! Just get in touch with our customer support at [email protected].