Unofficial Zeta Paws FAQ - Post to ask questions!

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Where is your toy? Why hasn't your support ticket been answered?

Here are a few unofficial answers that might help you out! Please bear in mind that I'm not Bear, I'm just a longtime forum lurker who would like to help you out. This post reflects my knowledge as best as I understand things; I am not from the company.

If your question is not here, go ahead and ask and someone will do their best to answer for you!

INDEX
1) you are here!
2) Toy Production FAQ
3) Customer Service FAQ
4) Official FAQ Links
5) All About Refunds

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Unofficial Toy Production FAQ

When will Toy Order ##### will be done?
Unforeseen problems, material shortages (shipping materials to the mountains is hard!) and occasionally just plain exhaustion makes it impossible to know exactly when/if a toy will be done. Take all estimates as just estimates and not concrete facts until your toy is shipped.

There's not much more that can be said than what is being said here: it will be done, even though things are going slow. Feel free to make a reminder now and then, though, if you have been waiting for a very long time. I can't blame you for asking when it's been nearly a year or more!

If I post here my toy will get done faster, right?
No, posting here will not make your toys get done faster. However, if you have been waiting over six months it might help to remind Bear in case your order was lost in the queue.

Where is my toy?
Bear will get to your toy as soon as he can. There are hundreds of other toys that need to be made, and all of them are just as important as yours! Just ask any of the many happy repeat customers, Bear's hand made toys are worth the wait. If you did write support to ask how your toy is coming, there's not much more that can be said than what is being said here: it will be done, even though things are going slow. Feel free to make a reminder now and then, though, if you have been waiting for a very long time. I can't blame you for asking when it's been nearly a year or more!

How does Bear make his toys?
Generally silicone molding is a tricky process involving a lot of careful measuring, mixing, and a little chemistry know-how. Here's a little on how the molds are made, and a little insight into the production process.

How does he determine what order to make them in?
Generally toys are made based on open molds, materials requested, and hardnesses. Here's a few theories on how it's done.

Why does it take so long for my toys to be made?
All toys are made to order when you order them, which means that there is mold time, curing time, time spent hand-finishing your toys, and more! No other company spends as much time and love on their toys as Zeta Paws does, and no other company can rival their quality because of it.

This is only a two-man company. Bear works on older orders, while Koda works on the newer ones (2700 +). They tried both of them working on the same orders, but it did not go well which is why things are done this way. By working from both ends they hope to finish your order faster than if they just worked from the front or back.

My toy arrived broken. How do I fix it?
There is no way to fix a damaged silicone toy. Glue can be toxic, result in hard, brittle patches, and can cause chemical reactions that will destroy your toy so glue won't work. Using other materials, even if silicone based, to fill the hole can result in the toy having chemical reactions and falling apart. Your best answer is to either use a condom over the toy every single time or contact bear for a replacement as it is defective. See the Unofficial Customer Service FAQ (next post) for more details.

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Unofficial Customer Service FAQ

Where do I go to contact support?
Click here!

Why hasn't he answered my support ticket?
Typically support tickets are checked at least once a week. Please be patient!

Did you ask when your toy will be done? If so, the answer is "as soon as I can." There's not much more that can be honestly said as Bear's hands are tied by the production process, handing people's support tickets, and how much material he has left. It will be done, even though things are going slow. Feel free to make a reminder now and then, though, if you have been waiting for a very long time. I can't blame you for asking when it's been more than six months!

If you were not asking when your toy will be done and it been more than a week since you submitted a support ticket check here to see if Bear has been too busy with making toys or otherwise has not had time to answer tickets. Sometimes we all end up busy, even Bear! If no reply after two weeks, reply to your support ticket to refresh it. If no reply after two weeks more (it's rare, but it happens) post in the forums.

How can I make my toy get done faster?
You can't. However, new orders are usually done faster than old ones and selecting "surprise me" as a color can help! Also, if you have been waiting over six months it might help to remind Bear in case your order was lost in the queue. Be polite when you do this- Bear is working hard to make you happy, you know!

How do I change my address
Make a support ticket with the title "Address change". Please include your name, your order # and your new and old address.  When you submit a ticket asking for such, please be aware when the address is changed you will be asked to verify the new one!  If you don't, should the order be sent to the wrong address we will not be held liable!

Who do I talk to about the Zeta Paws site (coding, bugs, shipping error, ect)
You're looking for Talarath, our local code-dragon. He sometimes misses mails in his box so try the support system instead. Just put "FOR TALARATH" in the subject line and he'll get to you soon!

Who do I talk to to change my order (ex: color, hardness, ect)
You'll need to talk to bear. Fill out the order change form and put it into a support ticket with "Order change form FOR BEAR" in the title and he'll get to you as soon as possible.

Who do I talk to if my toy has problems when it arrives?
You'll need to talk to bear. Make a support ticket with "Defective Toy - FOR BEAR" in the title and he'll get to you as soon as possible. Usually he asks for you to send the toy back to him but there is the chance he will waive this if you are overseas. Talk with him to find out!

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Official FAQs by Zeta Paws

• Searchable Support Knowledge base
• The Official Zeta Paws Support Site
• The old FAQ (may be a little out of date, but should be mostly correct)

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I want a refund!  What do I do?

Before we get started, you need to understand what a refund means.

A refund means Bear is giving your money back to you. This money would have gone towards more materials, shipping, paying the guy who works with him, and other life expenses. Without your money Bear can't buy more materials, which makes it so nobody gets their toys as he doesn't have money to make them. His helper won't be able to be there to make the toys, either, which will slow things down a ton if Bear has materials at all. Also, what will Bear and his helper, Koda, live on without any income?

By getting a refund you are hurting the company, making everyone wait a lot longer to get their toys, and harming the livelihood of two men who are trying very, very hard to make you happy. This should be a last resort if it's used at all as refunds are bad for everyone. Please be kind and patient with Bear as he does not have to do this- he is doing this out of the goodness of his heart and because he honestly wants you to be happy. If hurting the company and making everyone else wait longer will make your genuinely happy, he'll do it.

Do you still want a refund? If so, why do you want this refund?

I'm moving and can't get the toy anymore.
Did you know you can change your address?  Bear also can ship to PO boxes, too, which nobody but you can access. A PO box means there are no worries about family stumbling on your boxes while you're away!PO boxes can also help out if you travel a lot, end up homeless, or otherwise don't have a stable address for a little while. You can also ask bear to hold off on making your toy until you can get it. Wouldn't a nice new toy be a wonderful housewarming present for your new home?

I have waited two whole months and can't wait anymore!
Did you know refunds are part of the reason why your toy has not gotten here yet? Refunds = no materials = no toys! Also, every toy in this company is hand made to order. This means that it takes awhile for toys to be made and shipped, unlike with mass produced toys that are already made and ready to go. Yes, waiting can be frustrating, but the toy is going to be made so please don't get impatient! If you have waited over six months it's fine to bug Bear, but most people here would agree that a cash refund on an order under a year old is not necessary. You may also want to consider getting your order turned into a gift certificate. Sometimes redoing your order later may speed things up a little!

Buyer's remorse ("I don't want that toy anymore")
Please select your toys more carefully in the future. If you really do not want the toy anymore, try getting the funds spent turned into a gift certificate. Not only does this keep money in the company, it gives you a nice present you can give to friends or that you can cash in later when you see something you do want. Contact support and someone should be able to change your order into a gift certificate easily!

Out of Funds ("I need the money")
We all need money sometimes, though backing out of an order is not the best way to get it. Bear needs the money, too. Without money there are no materials which means nobody gets their toys!  Have you tried taking on some side work, selling a few items you are not attached to, or even donating plasma? All of these ways are good for getting a few hundred dollars in a pinch! If you still end up doing the refund, make a budget for the next month and then contact support and be polite. Making a budget and sticking to it keeps you out of this mess in the future and being polite is the least you can do considering that refunds hurt the company and make everyone else end up waiting even longer for their toys than before.

I am very sick and may not live long enough to get this toy.
This, although sad, is understandable and has happened before. Please make a support ticket explain as much as you feel comfortable what is wrong and that you can not get your toy anymore. Support tickets are confidential, so nobody but you and Bear will know. Your refund will be back to you as soon as possible.

My toy arrived and is defective.
Did you know that sometimes Bear offers replacements for defective toys? Ask him about one!

Getting A Refund in a Gift Certificate!
Help protect the future of Zeta Paws by keeping the money in the company with a gift certificate! Contact support with a change of order form telling them that you want a gift certificate instead of a toy. This way you can get any toy you want when life is more kind to you. Gift certificates also make great presents and contest prizes, so even if you can't use them you are sure to find someone who can!

If only cash will do, contact support and ask for a refund. Please bear in mind that the FAQ page says that Bear does not do refunds and that all refunds are at his discretion. This is part of the terms of sale. Please be kind and patient with him as he does not have to do this- he is doing this out of the goodness of his heart and because he honestly wants you to be happy. If hurting the company and making everyone else wait longer will make your genuinely happy, he'll do it.

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Ok, this thread is open! Feel free to post, guys!

[Miss_fortune]

I think this is good but I think it would be better if you re-worded "Poor Money Management ("I need the money")", it implies that the person asking for a refund isn't very bright and feels a bit insulting to someone who could of been very understanding but needed a refund.
Maybe word it like such "Money Required ("I need the money")?

[Joxy]

i agree with Miss.

other then that i argee 100% with everything

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Ok, that section has been reworded. How is it now?

I'm glad I otherwise have things right! If I missed anything or anyone has questions, just let me know!

[Miss_fortune]

Much better, just wanted to thank you for doing this. I think it'll help a fair bit ^^

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I hope so, too. The trick will be in keeping it bumped so others can find it. 

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Update: Bear talks about why he works from one end and Koda works from the other.

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Bear is back to work on older orders! Koda should be working on new orders soon, too.

Itll take a few days to get back upto 10 a day as Koda is still away with family.

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Update: Bear is selling a couple of nice little Ironwoked items on Ebay! If you are fast, you can take one home for yourself! If you missed the auction, try checking his Seller Listings for more nice hand-made things.

I just listed a few items I made earlier this summer in my mates shop, and I posted em for sale on ebay.
heres the link if you wanna see, or even bid on em

http://www.ebay.com/itm/Trammel-Hook-/270894117276?pt=LH_DefaultDomain_0&hash=item3f128c319c

http://www.ebay.com/itm/Blacksmith-made-Wall-hook-/270895191711?pt=Candle_Holders_Accessories&hash=item3f129c969f

http://www.ebay.com/itm/Blacksmith-made-candle-holder-/270894120046?pt=Candle_Holders_Accessories&hash=item3f128c3c6e

[fredee]

This is hilarious.  you put the blame on the customer regarding Bear's financial woes and mismanagement of this company and product line.  it's completely ridiculous.  try recreating this from the viewpoint of a screwed over customer.  and try to remove those rose tinted glasses when you do, be honest with the evaluation of the impact the poor decisions and strategies have had on the entire ordeal that is doing business with this company.