faq

Frequently asked questions and shop policies

What is needle felting?


Needle felting is the process of interlocking fibers with a special notched needle. It takes tens of thousands of pokes just to make one woollie sculpture!




What does OOAK stand for?


OOAK simply stands for One Of A Kind. On this website, it means I only ever made one of a particular item, and it is truly unique!




What payment methods do you accept?


I use Square to process my transactions, therefore I can accept any US-issued and most internationally-issued cards bearing a Visa, MasterCard, American Express, Discover, JCB, or UnionPay logo.




I don't have a credit card. Can I pay in cash?


I don't accept cash for online purchases, but if you come to one of the art shows where I am a vendor, I can happily process a cash transaction for you. If you want to buy online, and you only have physical money, you can get one of those loadable "credit cards" offered through Mastercard and Visa. You can find them at many grocery stores, gas stations, and Wal-Marts around the US. Since the money is now linked to a credit card number, you can use it to make your online purchases. Just make sure you have the full amount on the card or the transaction won't go through, even if it's short by just a few cents.




I have a shipping question...


Check out my comprehensive shipping policies section here.




I need to cancel my order...


I understand that things come up. If you need to cancel your order, please contact me as soon as possible, and I will get the refund process in motion. However, if I have already shipped your package, I cannot issue a refund. If you choose to cancel a custom order, I cannot issue a refund. I also reserve the right to finish and sell any abandoned custom orders as I see fit.




What is your return policy?


Currently, I do not accept returns.




What is your exchange policy?


Currently, I do not accept exchanges.




The box my order came in looks used...


I double check to make sure that they are clean and sound, but if they can handle another trip, I will reuse shipping boxes. Not only is this good for the environment, but it also helps me keep my costs down, and therefore, yours. Alternatively, sometimes even new boxes must sacrifice themselves in the line of duty and just look used. As long as your shipment has arrived in good condition, that's really the important thing. And if you recycle the box on your end, you can feel good about speeding little boxy on its way to the next stage of reincarnation.




The item I received doesn't look like the picture...


The nature of handmade is that no two items will ever be exactly alike. Very often, except for the OOAK items, you will not be receiving the item that was featured in the photo. Even batch made items will have small variations between each individual piece. I do my best to make sure that all my work is represented as accurately as possible, but not being exactly as pictured is not a reason for return. Now if I've sent you the wrong thing, that's another matter entirely. Please contact me immediately if I have made a mistake with your order, and we will work together to find a solution.




You have some really cool pictures on your website. Are they real or are they just pretty things you found on the internet?


All the photographs I have used on the website are real photos taken by family, friends, or yours truly. Film credits go to: Katherine McEntyre, Barbara McEntyre, Deanna Riehecky, Pig Supreme, Brynn Ullrich, and Julie Dancs.




Wait... Aren't you Lobster Ball?


Yes, I do fly under the Lobster Ball banner for some conventions. I have been doing a little rebranding and decided that Zoollie Woollie was a little more accurate in terms of naming what I do. Lobster Ball started as an in-joke, and then I just used it when I had like five minutes to decide on a name to register for my first convention. Needless to say, I've had a little bit more time to consider my new name. I hope you like it as much as I do!




I couldn't find the answer I needed here...


Sorry about that! Please fill out the contact form here or email me directly (zoolliewoollie.jd@gmail.com), and I'll have an answer for you soon! Thanks so much for your paitience!