Frequently Asked Questions

General Questions

Why should I purchase from Fiesta Kits USA?
When you purchase from Fiesta Kits USA, you are supporting a small family business who is orgullosamente de aquí (EEUU) y de allá (México).  Fiesta Kits USA is Latina founded and woman-owned company. We contribute to our local economy, provide jobs, and are committed to donating 5% of our profits to Latino causes. Read more about Fiesta Kits USA here.

Who owns the rights to the designs in Fiesta Kits USA products?
All designs are copyrighted and the property of Fiesta Kits USA, LLC.  We also have custom fonts that are utilized in our material to give it a special touch.  Our fonts, just like our Fiesta Kits USA, characters have fun names.  They are Chica Bonita, Media Naranja, and Cuatro Limones.

Where may I buy stories based on your characters? We are working on stories featuring the sweet characters that form part of the magical Fiesta Kits USA universe.  By late 2020/early 2021, you'll be able to read about the adorable adventures of Frida and Cora la nopalita, Ángela the Unicorn, La Pizpirita (our fierce luchadora) and more. 

How may I collaborate with your company?
If you are interested in collaborating with our company, please send us a message here.


Business Hours

What are your business hours?
Our website (www.fiestakitsusa.com) and Etsy Shop are open seven days a week for orders.  For inquiries, requests, and correspondence, we are available Monday - Thursday from 9 a.m. to 5 p.m. (PST). As a family-owned business, we will not respond on Friday, Saturday, and Sunday.

What is your response time?
We will respond to messages on a first-come, first-served basis. As a small business, it will take us approximately 72 hours to respond to messages. As a reminder, we do not respond to messages on Fridays, Saturdays, and Sundays.


Shipping & Delivery

How long will it take my item to arrive?
Digital downloads are immediately available.  For physical products, we will make every effort to have your products processed for shipment as soon as possible.  However, as a small business, please expect to wait approximately two weeks. Please factor the following:

  1. Processing Time: Most items will be complete and ready for shipment (ship date) in approximately 4-5 business days. Please note the day you order counts as Day 0.
  2. Shipping Time: Items generally arrive at their desired location within 5-7 business days of ship date depending on the shipping method you select. Shipping carriers may experience delays that are beyond the estimated arrival date. Fiesta Kits USA, LLC has no control over shipping carrier delays.

For international orders, what is your policy regarding customs, import taxes, and delays?
It is essential to note the following:

  1. Buyers are responsible for any customs and import taxes that may apply;
  2. Fiesta Kits USA is not responsible for delays due to customs.

As a reminder, international customers are responsible for any taxes, customs fees, or other amounts levied by your home country. Please check with your customs office/or postal service if you are concerned about possible tariffs. Fiesta Kits USA is not responsible for these fees. We are not responsible if your package gets held in customs because the buyer or recipient has not paid those taxes, customs fees, or other amounts levied by a different country.

For international orders, what happens if my order is in customs and I don't pick it up?
If your package is in customs and not picked up by you (or the recipient) within a reasonable amount of time, customs will ship it back to us. We are not responsible for this occurring, and you will not receive a refund. If you would then like your package sent back out to you, you will need to pay for shipping again.

Shipping and Delivery for the Holidays in the United States?
During the holiday season (November 19 - December 31, 2019), please factor the following when placing your order:

  1. Processing Time: It will take 7-9 business days for your item to be completed and ready for shipment (ship date). The day you place your order counts as Day 0. Most orders will ship by the 7th business day, but, you should prepare for delays given the busy season.
  2. Shipping Time: Items generally arrive at their desired location within 5-7 business days of ship date depending on the shipping method you select. Shipping carriers may experience delays that are beyond the estimated arrival date. Fiesta Kits USA, LLC has no control over shipping carrier delays.

I live in the USA.  If I would like to receive my order by December 31st, when is the last day I may place my order?
For USA purchases, we recommend submitting orders before December 10th. Even if you order before December 10th, Fiesta Kits USA does not guarantee shipping carrier timelines. During the holiday season, there can be shipping carrier delays due to volume, bad weather, and situations that are beyond our control.

I live internationally. If I would like to receive my order by December 31st, when is the last day I may place my order?
For international purchases, we recommend submitting orders by November 19th as international transit time (with customs and so forth) can take over 21 days. Even if you order before November 19th, Fiesta Kits USA does not guarantee shipping carrier timelines. During the holiday season, there can be shipping carrier delays due to volume, bad weather, and situations that are beyond our control.

What can I do if my package was lost or stolen?
If your tracking information says the item was delivered, but you cannot locate it, please call the shipping provider. Please provide them with all the information you have. We do not take responsibility for lost or stolen packages.


Ordering

What if I entered the wrong shipping address? May I cancel my order?
Customers are responsible for providing the correct shipping address before shipping. Changes cannot be made once an order is completed online. If your order was shipped to the wrong address due to an input error on your end, we do not take responsibility. As a courtesy, if the item is sent back to us, we will re-ship it to you. However, a re-shipping fee, at the ground shipping rate, will be applied to the order.

May I cancel my order?
Once your order is placed online, it cannot be canceled for any reason.


Digital Downloads

How do I download a digital purchase?
After purchasing one of our digital items, you'll be able to click the "Download Now" button on your confirmation page to save the PDF file. If you were unable to download it at that moment, don't worry as you'd also receive an e-mail with a link to your download. The complete instructions for downloading your digital file are available here.

When ordering a digital item, will I also receive a physical product?
No. A physical product will not be mailed. Our party kits, photo props, and invitations are DIGITAL DOWNLOADS.  You may download your digital item purchase using Adobe Reader and after that print from your printer or at a printing shop. 

What may I edit on the digital items I purchase from Fiesta Kits USA?
The text within the kits is editable to allow for customization. Please note that you may NOT edit colors, images, and other design elements. 

How do I edit the text? 
The party kit may only be edited on a desktop or a laptop computer. It will not work on a tablet, phone, or mobile device. 

How large are the pages in the printable kits?
All pages in the printable kit are 8.5" x 11". If you would like to enlarge any of the pages, we recommend going to your local print shop, Office Depot, or Kinkos. 


Returns and Exchanges

What is your policy for returns and exchanges?
All sales are final. We do not accept returns, exchanges, or offer refunds. In the unlikely event of a product defect, Fiesta Kits USA must be notified at hola@fiestakitsusa.com of the product defect within two business days. If a product is deemed defective, a complete inspection of the product(s) returned will take place to determine the authentication of a request. Upon approval of your claim, your replacement will be processed for ground shipping.