Definition of "Business Days" as relates to order production and Expedited Services:
- Business days are Monday-Friday and do not include weekends and national holidays.
- Orders placed after 4PM PST are considered received next business day (9AM PST).
- Service days are full business days from date & time of order receipt.
- Orders typically ship next business day after being completed.
Example: 4 business days to make your item(s) and ship out on 5th business day. - Visit Expedited (Rush) Service page regarding time-sensitive orders.
Click Here for Business Days Calendar
- If I order today, can I receive my order by a certain date?
- Did you receive my order?
- When will my order ship?
- How soon will I receive my order?
- Can you rush an order?
- How can I check my order status?
- Can I track my order once it has shipped?
- Do you ship internationally?
- How much is [a custom item]?
- What are Service Options?
- I am having problems adding items to the shopping cart.
- I am having problems checking out.
- What size should I order?
- Are there special usage, care and washing instructions for your products?
- Can I come to your store to see products or pick up orders?
- Do you offer wholesale of your products for resale?
- Can you send me a catalog?
- How can I send you a picture of my pet/horse wearing your costumes?
If I order today, can I receive my order by (a certain date)?
Several options are available to you to help get your order to you in time for an event.
Service Option
This is the time it takes for us to make your custom items, selected when you add your item to the shopping cart.
- Standard — 10 business days
- Expedited — 4 business days
- Express — 3 business days
- Urgent — 2 business days
Shipping Options
These are delivery options for your order after the custom items have been completed, selected when you checkout.
- Priority Mail — 2-3 business days
- Express Mail — 1-2 business days
To see if the item you want can arrive by a certain date
- Scroll to the bottom of the product page just before the "Add to Cart" button.
- Look for "Service Options" menu just above the "Add to Cart" button.
- Click on the drop-down menu to see what options are available for your product.
- Add the days of a service option plus the days for shipping
For example: 10 business days + 3 business days = 13 business days. - Count the days on using the calendar below. Non-business days are highlighted in red.
- If one service option is too late, try another combination of service and shipping options.
- Choose a service and shipping combination that will get your order to you by your event date.
- Place your order as early as possible to avoid delays.
Click here for more information on Service Options and Expedited Service.
Business Days Calendar
- Business days are Monday-Friday and do not include weekends and national holidays.
- Orders placed after 4PM PST are considered received next business day (9AM PST).
- Service days are full business days from date & time of order receipt.
- Orders typically ship next business day after being completed.
Example: 4 business days to make your item(s) and ship out on 5th business day. - Visit Expedited (Rush) Service page regarding time-sensitive orders.
Below is a calendar showing federal/postal holidays (no USPS shipping; contact us to arrange for UPS) and any breaks we may have scheduled. Non-business days are marked in red.
How much is [a custom item]?
Due to a wide selection of custom sizes, options, accessories and features available with custom items, the easiest way to see the price is to select the options you want and add the product in question to the shopping cart which will show you the exact price as well as calculate shipping costs. We cannot tell you what the exact cost of a custom item would be as we do not know your pet or horse's size and which features you want.
What are Service Options?
Please refer to the Expedited Services page to learn about Service Options and Expedited Services.
Problems adding items to the shopping cart.
If you are trying to add a custom item to the shopping cart and receiving a message telling you to "Please correct the following:" this means you have left out required selections or entries needed to make your custom item.
The highlighted message will tell you which items need to be corrected. Please scroll through the product options and make the necessary selections or enter required information.
On products that come with optional extras, you may sometimes need to select "No ___" for those features. This is to prevent later confusion over whether or not you have ordered additional features.
Problems checking out.
Occasionally, a browser or computer's internet connection settings might prevent you from loading the login or checkout pages properly. The simplest fixes for this issue are:
- Clearing your browser's cache and cookies.
- Switching to a different browser such as Firefox or Google Chrome if clearing cache and cookies doesn't work.
- Checking your anti-virus settings to see elements from our domain are being blocked.
- Accessing our site from a different computer, preferably with a different internet connection, if none of the above work.
If you would like us to help put your order through, please email us the following information. Because over 95% of our items are custom with numerous options — sizes, colors, emblems, etc. — it is best that the details are emailed to us to ensure accuracy.
- Product Details — Copy and paste the entire contents of your shopping cart showing the various options you have selected. This helps make sure that we get all the correct details.
- Shipping Method — Click on the "Estimate Shipping" button on the shopping cart page to see available options and rates.
- Billing Address where your credit card or bank statement is sent.
- Shipping Address if different from billing.
- Phone Number(s) where we can reach you regarding your order.
Payment Options — Let us know which you prefer:
- PayPal Invoice (Preferred as there are no time zone restrictions) — We can email you an invoice for you to submit your payment securely online. You do not need a PayPal account and can pay with a credit card. PayPal will not share your credit card information with us.
- Phone — We can call you to take your credit card information over the phone. (Probably in the mid- or late-afternoon California time.)
We are aware that your order may be urgent and promise to get back to you ASAP by sending you an invoice (preferred) or calling you back. We check our email frequently, but due to frequent rush orders requiring late- or all-night sewing, it can be difficult for us to answer and make calls during regular business hours.
Please email your order details to:
For your protection, never send credit card numbers by email.
Did you receive my order?
There are several ways to check if your order went through.
Log into your account. Click here to log in and check your order history. If the order went through, there will be a record of it in your order history.
Check your email. If you have successfully placed an order and your email account isn't blocking emails from our server as well as PayPal's, you should receive two confirmation emails almost immediately upon completing the checkout:
- PayPal receipt for your payment
- If Wishes Were Ponies Order Confirmation with an Order Number
To make sure you receive your notifications from our site, please add our email address to your contacts:
If you have received these emails, then yes, we have received your order.
Check your PayPal, bank or credit card statement. Occasionally, ISPs or email providers may block your confirmation emails. In this case, you can also check your PayPal account, bank or credit card statement to see if your payment went through. Depending on your payment method, the transaction will look something like:
- PAYPAL *WISHPONY
- PAYPAL *WISHPONY.COM
If you cannot find a record of payment and the order doesn't appear in your Order History, then your order did not go through. Please Log-in and complete the checkout process.
Shipping notifications. You will receive a shipping notification when we have completed your items and processed them for shipment. Because most orders are custom, meaning we make your items according to features you select after you place your order, you will not receive a shipping notification until your items are complete.
The number of days before receiving your shipping notification depends on the service options you select when placing your order. If you selected the Standard Service Option, you should not expect to receive a shipping notification until 10 business days after your order has been received.
When will my order ship?
Typically, if you order a:
- Ready-Made Item (indicated in the item title and description), it will ship within 2 business days.
- Custom Item (anything in which you selected custom size, color, trim, etc. options), it will ship after the number of days you selected under "Service Options" when adding the item to your shopping cart.
Click here for more information on Service Options and Expedited Service.
If you have placed an order for custom items, please find your order confirmation email which will show the service option you selected when placing your order.
Note: The above is an example only. The number of days for your order will depend on the service option you selected when adding your item(s) to the shopping cart.
- Business days are Monday-Friday and do not include weekends and national holidays.
- Orders placed after 4PM PST are considered received next business day (9AM PST).
- Service days are full business days from date & time of order receipt.
- Orders typically ship next business day after being completed.
Example: 4 business days to make your item(s) and ship out on 5th business day. - Visit Expedited (Rush) Service page regarding time-sensitive orders.
Click to See/Hide Business Days Calendar
How soon will I receive my custom order?
Service Time + Delivery Time = Estimated Arrival
Examples
Standard Service Order — if you select:
- Standard Service Option of 10 business days prior to shipping
- Priority Mail Shipping with an estimated delivery time of 2-3 business days
Then your order will arrive in approximately 14-16 business days.
Note: About 95% of Priority Mail shipments arrive in 2-3 days, but USPS does not guarantee this. For time-sensitive deliveries, Express Mail is highly recommended.
Expedited Order — if you select:
- Urgent Serivce Option of 2 business days
- Express Shipping which takes 1-2 business days
Then your order will arrive in approximately 4-5 business days.*
* Depending on transit time to your zip code which can vary from 1-2 business days.
Click here for more information on Expedited Services.
- Business days are Monday-Friday and do not include weekends and national holidays.
- Orders placed after 4PM PST are considered received next business day (9AM PST).
- Service days are full business days from date & time of order receipt.
- Orders typically ship next business day after being completed.
Example: 4 business days to make your item(s) and ship out on 5th business day. - Visit Expedited (Rush) Service page regarding time-sensitive orders.
Can you rush an order?
Custom items can be rushed for an additional Expedited Service fee. Please refer to our Expedited Services page for details.
Do you ship internationally?
Yes, we currently ship to the following countries:
- Canada (CA/CAN)
- Great Britain & N. Ireland (GB/GBR)
- Ireland (IE/IRL)
- Australia (AU/AUS)
- New Zealand (NZ/NZL)
Please visit the Shipping Information page for more details on International Shipping.
How can I check my order status?
You will receive an order status update email at the time your order is processed for shipment. To make sure you receive your order status emails, please add our customer service email to your contacts:
You can also log into your account, and click on the "My Account" link once you are logged in to check your order status.
Please remember, if you ordered a custom item with the standard service time, it can take 10 business days before your order ships.
Can I track my order once it has shipped?
If you selected Priority Mail shipping, you may not be able to track your shipment as you would an Express Mail package. In most cases, you may see a message saying "USPS has been notified by the sender to expect your package for mailing soon" and their system may not show any information until after the package has been delivered.
If you did not receive your shipping notification email, you can track your package by logging into your account, clicking the "View" button next to the order number, and clicking on the tracking link near the bottom under the "Shipped" status entry.
For more information about our shipping policies, please refer to our Shipping Information.
What size should I order?
Please measure your pet or horse as directed in the description of the items you want to order.
Two animals of the same breed and weight can have different measurements, so we have no way to knowing what sizes your pet/horse requires.
Please refer to the following guides as well as read the entire description for the item(s) you wish to order:
If you still need help or clarification after reading the instructions, please feel free to contact us for assistance before placing your order.
Care and Usage Instructions
Please visit our Care Instructions page for usage recommendations and detailed instructions regarding how best to wash and care for your Franga Designs clothing and costumes.
Can I come to your store to see or pick up products?
We do not have a brick-and-mortar store at which to receive customers. All of our currently available items for sale are published here on our site for purchase. Detailed descriptions and pictures are posted with each product listing.
We also do not offer delivery or pick-up services. All orders are shipped Priority or Express Mail so if you are located within driving range, you will most likely receive your order in 1-2 days.
Can you send me a catalog?
Due to the highly customizeable nature of our designs, our stock is constantly evolving with addition of new options as well as removal of features made with materials that are no longer available from suppliers and manufacturers. For this reason, we do not publish catalogs as they can become outdated very quickly. To be updated on new designs, please subscribe to our newsletter (sent 1-2 times a year) or "Like" our Facebook page (more frequent updates on new designs, sales and more).
How can I send you a picture of my pet/horse wearing your costumes?
We are always happy to see our customer pets and horses wearing our designs. Please email any photos you'd like to:
Do you wholesale?
No, we currently do not offer wholesale.
