CTS Frequency Asked Questions (FAQs)

What does your shop offer?
CTS offers a variety of craft supplies and DIY kits for ALL occasions and interests. Our offerings include, but are not limited to round, lentil, and hexagon shaped silicone beads, focal beads, teethers, acrylic beads, wallets, tassels, and a large selection of beadable items such as pens, pencils, key bars, wire loops, earrings, necklaces, and so much more! So many of our items are custom creations that can only be found here at CTS.  We have everything you need to get started on your crafting journey. Our DIY pen, key ring, and wristlet kits will help you get creative in no time! Many of our beads also come in bulk packages to help you save!

Where are you located?
CTS is headquartered in Cranford, NJ.

What are your business hours?
We are open for business Monday-Thursday 9:00am-3:00pm EST and Friday 9:00am-2:00pm EST. You can email customercare@ctswholesalesilicone.com at any time and we will get back to you within 1 business day. Emails received over the weekend are often monitored and responded to, however this is not guaranteed. If you send a message over the weekend and do not receive a response, you will receive one on the next business day.

Can I come shop in person?
CTS is not currently set up as a storefront, but if you are local to the area and would like to shop in person, you may request an appointment.

When will my order ship? Where is my order?
CTS is proud to offer 1-2 business day turnaround time (TAT) on all orders. During sales and high-volume periods, we will post adjusted TAT as necessary at the top of our site. CTS operates Monday-Friday, and therefore Monday is the first day of turnaround time for orders placed after hours on Fridays.

I need my order fast…can you help!?
Yes! If you need your order in a hurry, you can purchase a rush fee here and email customer service requesting immediate action. If rush fees are out of stock, you can reach out to customer service customercare@ctswholesalesilicone.com for assistance. If you already placed an order and would like to add a rush fee to it, you can either contact us to add it to your order or you can purchase it separately and we will refund your shipping fee on the new order. Please note that the turnaround time DOES NOT change your shipping time. Purchasing a rush fee will put your order ahead of all others, but you will need to choose your shipping method accordingly based on when you need to receive your order.

What are my shipping options?
CTS ships packages via USPS Ground Advantage, USPS Priority, UPS, and DHL. Options for these services vary based on location. At checkout, you will see a list of available options for your area once you input your address information.

International shipping
All international orders are shipped including taxes and duty fees up front. There will be no surprise COD upon receipt for any order from CTS. We ship via DHL Express, UPS Standard, and DHL eCommerce which is handled by the United States Post Office.


What happens if something is missing or incorrect from my order?
If you notice any missing or incorrect items, please email us at customercare@ctswholesalesilicone.com and include the missing or incorrect items and the initials found on your packing slip. We will respond promptly to ensure you receive those items as soon as possible. You must alert us of issues with your order within 3 days of receipt. CTS does not pack partial orders, so if you are missing anything on your packing slip, it is not intentional, and you can reach out to customer service for assistance. If you ordered something that was out of stock, you will be refunded and notified ahead of receiving your order.

 

My packing slip says there are other items not included in my order. Am I missing something?
If you purchase Route Package Insurance on your order, you will see a note that says, “There are other items from your order not included in this shipment”. This is because Route is not a physical item. CTS does not pack partial orders, so if you are missing anything on your packing slip, it is not intentional and you can reach out to customer service for assistance (customercare@ctswholesalesilicone.com).

 

My package seems to be lost in transit. What can I do?
CTS takes very good care of your order until it is out of our hands and out the door.  Once it is accepted by your shipping carrier, updates and damages are out of our hands. This is why it is incredibly important to make sure your order has Route on it.

Route is a service that allows for coverage of your order after it leaves CTS. If your package has not moved for 7 days, you can file a claim with Route. Route will cover any damages that occur while in the hands of the postal delivery services. This includes packages that are lost or items that were damaged in transit. Adding Route to your order will not change the insurance through USPS but those claims need to be filed via the Post Office. Route is a much faster and convenient option. Route will only cover missing or damaged items for up to 30 days. After that, CTS is not responsible for the replacement of these items. Claims can be filed here: https://claims.route.com.

Why did I get a duck in my order?....Why didn’t I get a duck in my order??
Funny story…CTS tries to send a little free thank you item in each order to show our appreciation. One time, a few years back, the free gift of the month were rubber ducks. All of our packages squeaked.  We thought it was funny. The mail carriers thought it was funny. BUT our customers loved them!! We started getting requests for extra ducks —comments about ducks—pictures on our Facebook page of ducks. This even led to CTS creating the original duck focal which became one in a very long line of customs!  We went from rotating free gifts to almost exclusively giving ducks. So, if you’re new to CTS, that is why you are receiving a rubber duck in your order.

Did you NOT get a duck?? With all this being said, ducks are free gifts. If we run out of ducks, we certainly aren’t holding up shipping your order. You will likely receive another gift. Order again to try to get a duck! If you didn’t receive a thank you item at all, you can blame human error. Hundreds of orders go out each week and we sincerely apologize if you didn’t get a bonus item! Again, these are free gifts, so we cannot guarantee these in your order.

 

What kind of discounts do you offer for large orders?
CTS offers volume discounts. The codes that can be used at checkout are listed at the top of our site. Discount codes cannot be stacked or combined. Additionally, during sales, CTS advertises current discounts on our Facebook page, our website, via email, and via text notifications. You will only receive emails and texts from us if you sign up for alerts. It is highly recommended to do so, as we typically allow for early access to our sales for our email and text subscribers.

Do you offer subscription plans?
CTS currently offers Subscribe & Save programs for pens, 15mm beads, focals, and wristlet/key ring kits. Find out more here.

How often are items restocked?
Items are reordered and restocked on an ‘as needed’ basis. While we try our best to reorder when stock is low, because of production and shipping time, there are times when items are completely out of stock for a period. If you are waiting for an item to be restocked, sign up for restock alerts. On each out of stock item, there is a button that says, “Notify me when available”.  Follow the prompts and you will receive an email as soon as we add inventory, whether it’s a big restock or a few items of backstock that were added.

What is your cancellation policy?
Orders can be cancelled within one hour of placement, provided that the order is not already fulfilled within that timeframe. You will be informed of fulfillment via email once a shipping label is purchased for your order. After one hour of placement, orders cannot be cancelled.


What is your return policy?
If you ordered the wrong items, you can return them to our shop within 2 weeks of receipt for a 15% restocking fee. The items must be shipped using a trackable shipping service. Your refund will be processed once the original items are received.

How can I contact your support team?
We are happy to help you at customercare@ctswholesalesilicone.com.

 

What can you tell me about safety?
All of the silicone items we sell are made with 100% FDA approved food grade silicone, non-toxic, odorless, and BPA Free, PVC Free, Phthalates Free, Cadmium Free, Lead Free and Nitrosamine Free. They are heat-resistant; safe for dishwasher, microwave & freezer. Never leave a child unsupervised with any of our products. Please inspect all the items before any use and discard if any damage is seen. Be sure to have any completed items intended for children under age 3 tested ahead of selling them (teethers, pacifier clips, etc.). Learn more about this process here.

I am interested in creating a custom bead. Is that possible?
Yes! When creating a custom bead, the minimum order quantity is 1000. Contact customercare@ctswholesalesilicone.com for more information on design fees, mold fees, and distribution policies.

 

How do I clean and care for my items?
All individual silicone beads and be washed with soap and water and are dishwasher safe. It is recommended to wipe beadable metal items clean. Alcohol wipes, sanitizer, and some bleach products can remove designs from our items and should be avoided.

 

Do you participate in fundraisers?
CTS has worked with a number of organizations for fundraisers. If you would like to request a fundraising partnership, please reach out to customercare@ctswholesalesilicone.com.

 

Do you offer wholesale pricing?
If you are looking to purchase over 200 of the same focal or 500 of the same 15mm solid or print, please contact customercare@ctswholesalesilicone.com for pricing assistance.

 

What is needed to be provided for tax exempt status?
If you have a reseller certificate from the state where you live, please email the certificate to customer service (customercare@ctswholesalesilicone.com) and we will adjust your tax status to exempt. Each state has different requirements to qualify for reseller status, so please make sure you have the correct paperwork. A business license is not a replacement for reseller certificate and will not qualify you for a tax exempt status.