Frequently Asked Questions

If after reading this FAQ, your question is still not answered, please contact us using our contact form.

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Product information

  1. Where is your jewelry made and who makes them?
  2. How do I care for Blend Creations modern jewelry pieces?
  3. Is your stainless steel jewelry eco-friendly?
  4. I have a nickel allergy, can I wear stainless steel jewelry?
  5. How is my order packaged? Do you gift wrap?
  6. Are your goods available for sale in [my city]?
  7. I love your products. Is there any chance you’ll have new styles/designs/products out soon?

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Ordering, payment and customer care

  1. How long will it take to process my order? If I order today, when will I receive it?
    Will my order arrive in time for [a specific date]?
  2. What forms of payment do you accept?
  3. Will I be charged duties & taxes?
  4. Why isn’t my coupon code working?
  5. I placed an order but I never received an invoice or an order status notification. Why not?
  6. I purchased a gift certificate, but the recipient hasn’t yet received the gift certificate email.
  7. Help! I wasn’t able to input my credit card info anywhere.
    I accidentally checked “Store/Wholesale account” as my payment method.
  8. I made a mistake with my order. Can you correct it for me?
  9. Can I get a multiple-item discount for my bridal party for bridesmaid jewelry? (or for any other reason)?

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Shipping-related

  1. How much do you charge for shipping? Do you ship internationally?
  2. Help! My order hasn’t arrived and it’s been ## days since I ordered. Where is my order?
  3. I live in Ottawa; can I pick up my order?
  4. I entered in the wrong shipping address.
    The PayPal confirmation indicates a different shipping address than what I entered into my
    Blend Creations shopping cart.

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Returns, exchanges, repairs and warranty

  1. What is your refund/return policy?
  2. What warranties do have with your merchandise?
  3. I’ve received my order, but there is an item missing/ a wrong item/ not as I expected.
  4. My Blend Creations piece is damaged/broken/faulty. What can I do?
  5. The clasp on my necklace/choker keeps coming undone. Is there anything that can be done?

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Customization

  1. Do you offer any customization of your products?
  2. Do you do custom photos in pendants?
  3. Do you do custom washi pendants?
  4. Do you do custom laser-engraved wood pendants and necklaces?
  5. Is it possible to get a longer or custom length for the round necklaces?
  6. Do you have a [specific pattern / theme / inlay / product] available?

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Business, website and press

  1. Can I exchange links with your site?
  2. Do you have a press contact?
  3. Can I request a hard copy of your catalog?
  4. How can I get wholesaling information?
  5. Who designed your website?

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Privacy

  1. Why do you require my phone number for my purchase
  2. What's your privacy policy?
  3. How do you protect personal and billing information?

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Product information

1. Where is your jewelry made and who makes them?

Blend Creations modern jewelry is designed and manufactured by us in our studio in Ottawa, Canada. The different components of our jewelry come from all around the world — for example, paper inlays from Japan, Brazil and Nepal, mah jong tiles from China or crystal accents from Austria.

You can also learn more about the people behind Blend Creations.

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2. How do I care for Blend Creations modern jewelry pieces?

To care for our stainless steel jewelry, avoid contact with harsh household chemicals. The brush finish can be maintained by brushing one-way with synthetic wool, using soap and water. Note that an excessive amount of water (i.e. immersion in water, water sports etc.) or chemical products such as hairspray could damage our inlays as well as our chains and cords.

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3. Is your stainless steel jewelry eco-friendly?

We believe in trying to be as 'green' as possible, so we try to use sustainable materials (e.g. bamboo and cork), recycled materials (e.g. old mah jong tiles) and off-cut materials from other industries (e.g. our coral and mother of pearl) as jewelry inlays. Stainless steel is a recycled material that is also recyclable, so it’s a perfect pairing with these inlays as jewelry. We voluntarily donate 1% of our gross revenue to eco-minded organizations.

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4. I have a nickel allergy. Can I wear stainless steel jewelry?

Generally, those who have a nickel allergy (allergic contact dermatitis) are able to wear stainless steel jewelry without a problem. While stainless steel is a metal alloy that contains nickel, the nickel is so tightly bound that it cannot leach out. In addition, the high chromium content that makes stainless steel “stainless” provides an oxidative barrier that prevents true contact between the skin and nickel.

Some helpful information about nickel allergies can be found here.

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5. How is my order packaged? Do you gift wrap?

All of our stainless steel jewelry is packaged in a kraft-coloured cardboard jewelry boxes branded with the Blend Creations logo. You can add a gift-tag to any order, free of charge. Gift-wrapping is available for a fee of $4 per item, which includes Blend Creations gift-wrap along with a gift-tag.

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6. Are your goods available for sale in [my city]?

You can find a list of retailers that carry a selection of Blend Creations products. If you know of a store local to your area that you think should carry Blend Creations, please let us know and we’ll be glad to contact them.

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7. I love your products. Is there any chance you’ll have new styles/designs/products out soon?

We’re always working behind the scenes on new products and designs. Generally, we announce upcoming product releases first through our newsletter, Facebook page or through Twitter. To join our newsletter, just submit your email address to the sign-up bar at the bottom of any page.

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Ordering and customer care

1. How long will it take to process my order?
If I order today, when will I receive it? Will my order arrive in time for [a specific date]?

Our typical order processing time is 1-2 business days. Each individual order is made when ordered and our inlays are hand-set.

Once your order is ready, we ship it out to the address entered in our shopping cart and the shipping time depends on the method chosen and the final destination's proximity to our studio in Ottawa, Canada (please bear in mind we have no control over the postal service):

Standard shipping method to the US: processing time + 5-10 business days
Standard shipping method to Canada: processing time + 1-6 business days
Xpresspost to US: processing time + 3-6 business days
Xpresspost to Canada: processing time + 1-3 business days
Purolator Courier to US/Canada: processing time + 1 business day

Please note that orders under $30 to the US using Standard Shipping are shipped by Small Packet and can take 12+ business days.

If you require your order to arrive before a specific date, we highly recommend that you choose the fastest shipping method within your budget.

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2. What forms of payment do you accept?

We accept PayPal payments, in which you'll be briefly re-directed to a PayPal page to complete your transaction. Through PayPal, you can pay from an account balance (if you have an account), or with Visa, Mastercard or American Express. You can also use PayPal to pay if you don't have a PayPal account — on the left-hand side of the PayPal page is an area that says "Don't have a PayPal account?", just click on the link that reads "No problem, continue checkout."

We also accept Visa & MasterCard in Canadian currency directly on our website.

At this time, we do not accept personal cheques or money order.

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3. Will I be charged duties & taxes?

There are no duties charged to orders going to the US. Under the North American Free Trade Agreement, you should not be charged duties because our goods are made in Canada. You may be charged taxes for your merchandise, and if for some reason, duties are applied you are responsible for any fees/taxes/duties that United States Customs may charge.

Canadian residents will be charged GST, and Ontario residents will be charged PST. (Effective July 1, 2010, Ontario residents will be charged HST).

International orders may incur a customs fee charged by your government and not our company. We apologize for any inconvenience, but we have no control over the customs authorities in any country. Contact your local customs office for more information about customs, fees, duties and taxes.

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4. Why isn’t my coupon code working?

Coupon codes are not case-sensitive, but please check for typos. Please also check that the coupon code has not expired. If it still isn’t working, please let us know and we can verify and rectify the problem.

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5. I placed an order but I never received an invoice or an order status notification. Why not?

If you never received an invoice or an order status notification, it probably means that it has either bounced back or been flagged as spam by your ISP. You may want to check your “spam” or “bulk” folders just in case. You may also want to make sure to add emails from this domain (blendcreations.com) to your safe-list.

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6. I purchased a gift certificate, but the recipient hasn’t yet received the gift certificate email.

Gift certificate emails are sent out on the requested date and there is a chance that the recipient’s spam filtering has prevented receipt of the email. Make sure that you and the gift recipient add emails from this domain (blendcreations.com) to your safe-list, and we can attempt to send you the gift certificate code again.

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7. Help! I wasn’t able to input my credit card info anywhere.
I accidentally checked “Store/Wholesale account” as my payment method.

Please make sure that you have selected "Credit Card" as your payment method to pay by credit card. If you selected “Store/Wholesale account” you will not be prompted to do so. (The "Store/Wholesale account" payment method is only used by stores purchasing wholesale orders).

If you have accidentally checked “Store/Wholesale account”, please re-enter your order and select the payment method of your choice. The “wholesale order” made in error will be “incomplete” (since no payment was made) and thus purged from the system.

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8. I made a mistake with my order. Can you correct it for me?

If you made a mistake on your order, but payment was not complete, simply enter in a new order into the shopping cart and the previous order will be “incomplete” (since no payment was made) and thus purged from the system.

If you made a mistake on your order that has been paid and you have not yet received an order status notification indicating that your order has been shipped, please contact us with your order number and correction immediately so that we can make the necessary corrections with merchandise and/or payment.

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9. Can I get a multiple-item discount for my bridal party for bridesmaid jewelry? (or for any other reason)?

We love weddings and other special occasions. If you are interested in buying five or more jewelry pieces for your event, please contact us and we can arrangements for your special day.

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Shipping-related questions

1. How much do you charge for shipping? Do you ship internationally?

Please see this blog post about our shipping during the Canada Post strike.

We have a $7 flat shipping rate available to all orders, going anywhere in the world. The table below outlines the cost and features of each available shipping method:

DESTINATION COST SHIPPING METHOD SHIPPING TIME*
(business days - excludes weekends & holidays)
DELIVERY
GUARANTEED?
PACKAGE
TRACKING?
US**
(HI and AK will take longer than times shown)
$7
(free for orders $250+)

Expedited Parcel#
(via Canada Post/USPS)

#Orders under $30 will be shipped by Small Packet - 10+ business days shipping time with no delivery guarantee or tracking

3-6 No Delivery confirmation only

$20
($7 for orders $250+)

Xpresspost (via Canada Post/USPS)***
1-5 Yes Yes

$35
($25 for orders $250+)

Courier
(via Purolator Courier/DHL)
Next business day Yes Yes
CANADA $7
(free for orders $250+)
Expedited Parcel
(via Canada Post)
1-6 No Delivery confirmation only

$15
($7 for orders $250+)

Xpresspost (via CanadaPost)*** 1-4 Yes Yes

$35
($25 for orders $250+)

Courier
(via Purolator Courier)
Next business day Yes Yes
INTERNATIONALLY
(OUTSIDE US/CANADA)**
$7 Small Packet 12 + No No
Please contact us if you want us to quote faster shipping methods to your country.

*Does not include ordering processing time - generally 1-2 business days.
**Delivery method is dependent on geographic location and/or rural vs. urban addresses.

We cannot guarantee when shipments will arrive. We highly recommend that you choose either Xpresspost or Courier if you require your order by a certain date, or purchase a gift certificate instead.

Courier shipments will ship out within 1 to 2 business days after an order is placed, but still take an additional business day of shipping time. Thus, the soonest you can receive your order is within two business days from the time the order is placed.

US orders may be charged taxes at US customs. International orders may incur a customs fee charged by your government and not our company. We apologize for any inconvenience, but we have no control over the customs authorities in any country. Contact your local customs office for more information about customs, fees, duties and taxes.

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2. Help! My order hasn't arrived and it's been __ days I ordered. Where is my order?

The time it takes for your order to arrive will depend on which shipping method you selected (see table above) for your order. You should have received order status notifications from us via e-mail with any applicable tracking information for Canada Post. The same tracking number can also be used on http://usps.com for more details about the status of your package in the US.

Please bear in mind we have no control over the postal service.

If your shipping method was “$7 flat-rate standard shipping”:
This method does not have tracking or a guaranteed arrival time and can take up to12 business days to arrive. Business days do NOT include weekends. Please be patient but please contact us with your order number if it has been 12 business days or more since your order was shipped. Note however, that Canada Post does not officially declare a shipment as lost or allow us to open up a shipping investigation until 30 days have passed from the initial shipping date.

If your shipping method was “Xpresspost”:
This method has an arrival time guaranteed by Xpresspost. The arrival time will depend on your city, but is typically 5-8 business days. Please contact us with your order number if it has been at least 5 business days since your order was shipped. We will then open up a shipping investigation with Canada Post to determine the whereabouts of your package.

If your shipping method was “Courier”:
This method has an arrival time guaranteed by Purolator Courier. Please note that we DO NOT request that a signature be required for package receipt, but it is up to the discretion of the individual courier whether or not to leave your shipment unattended at your door. We are NOT responsible for packages that are not immediately received due to absence of a receiver at the shipping address. Please contact us with your order number if it has been at least 2 business days since your order was shipped.

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3. I live in Ottawa; can I pick up my order?

It is not necessary for you to pick up your order, as we ship out Ottawa area and all other Canadian orders for only $7 using Expedited Parcel by Canada Post or local courier. This method will usually arrive to you the next business day if you live in Ottawa.

Please note that our studio is not a storefront and therefore is not open to the public.

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4. I entered in the wrong shipping address. / The PayPal confirmation indicates a different shipping address than what I entered into my Blend Creations shopping cart?

Every order is shipped to the address indicated as the “Shipping Address” in the Blend Creations shopping cart, even if the PayPal payment may indicate otherwise. (Usually if PayPal supplies us with an address it matches the billing address).

We are not responsible for lost or misdirected packages due to an incorrectly entered shipping address. If you have supplied us with an incorrect shipping address and you have not yet received an order notification status indicating that the order has been shipped, please contact us with your order number so that we may correct the address.

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Returns, exchanges, repairs and warranty

1. What is your refund/return policy?

We understand the reservations that some may have about shopping online so we have a 30-day 110% refund policy for all items purchased through blendcreations.com. We will accept items for exchange or store credit for up to 60 days. (If you purchased your Blend Creations item through one of our re-sellers, please inquire with them first about their store refund/exchange policy.)

If you are not completely satisfied with your Blend Creations item, or if your order was damaged in shipping, or not as described, we will issue you a full refund (including any applicable initial shipping costs) plus an additional payment via PayPal for 10% of the merchandise cost. (Please note though that shipping charges are not refundable on partial order returns, and we are not responsible for return shipping costs).


To return or exchange your merchandise:

- Fill out the “Exchange and Return” Form (the form is included with your order shipment) or download the PDF. Your RMA # is the last five digits of your order number. Please note that items returned without an RMA# will not be accepted and returned to sender. If you are unsure of your order number, please contact us.

- All returned shipments must be clearly marked as "RETURNED MERCHANDISE " for customs purposes. Please ship by regular postal service (USPS or Canada Post) and do NOT ship by FedEx, UPS, DHL or any other specialized courier. (Fees, customs and duties resulting from using a specialized carrier and/or failure to correctly label the shipment will be charged back to the sender/customer).

- Goods must be returned in the same condition as received and be appropriately packaged to prevent damage and loss as we cannot refund for items lost in the shipping process.

- Exchanged or repaired merchandise will be returned to the customer via Expedited Parcel in Canada or Air Mail Small Packet Int'l/US.

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2. What warranties do have with your merchandise?

We offer a lifetime warranty on all of our stainless steel jewelry. If you feel that your stainless steel jewelry has a manufacturer's defect at any time after your purchase, please contact us and we will repair or replace the defective piece.

Please note that non-integrated non-stainless steel parts (i.e. chains, chokers, cords) are not manufactured by us, but are covered by us against manufacturer's defect for 1 year from the date of purchase.

To return your merchandise to us for repair:

- Fill out the “Exchange and Return” Form (the blue form included with your order shipment) or download the "Exchange and Return" PDF. Your RMA # is the last five digits of your order number. Please note that items returned without an RMA# will not be accepted and returned to sender. If you are unsure of your order number, please contact us.

- All returned shipments must be clearly be marked as "RETURNED MERCHANDISE FOR REPAIR" for customs purposes. Please ship by regular postal service (USPS or Canada Post) and do NOT ship by FedEx, UPS, DHL or any other specialized courier. (Fees, customs and duties resulting from using a specialized carrier and/or failure to correctly label the shipment will be charged back to the sender/customer).

- Please protectively package the merchandise to prevent further damage or loss as we cannot compensate for items lost in the return shipping process.

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3. I’ve received my order, but there is an item missing/ a wrong item/ not as I expected.

From time to time we do make mistakes. If an item is missing, please contact us with your order number and we will verify your order and correct our mistake.

If you have received the wrong item or it is not as expected, please follow the procedure below to return or exchange your merchandise:

- Fill out the “Exchange and Return” Form (the blue form included with your order shipment) or download the "Exchange and Return" PDF. Your RMA # is the last five digits of your order number. Please note that items returned without an RMA# will not be accepted and returned to sender.

- All returned shipments must be clearly be marked as "Returned Merchandise" for customs purposes. Please do NOT ship by FedEx, UPS, DHL or any other specialized courier. (Fees, customs and duties resulting from using a specialized carrier and/or failure to label the shipment will be charged back to the sender/customer).

- Goods must be returned in the same condition as received and be appropriately packaged to prevent damage and loss as we cannot refund/exchange for items lost in the shipping process.

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4. My Blend Creations piece is damaged/broken/faulty. What can I do?

We offer a lifetime warranty on all of our stainless steel jewelry. If you feel that your stainless steel jewelry has a manufacturer's defect at any time after your purchase, please contact us and we will repair or replace the defective piece.

Please note that non-integrated non-stainless steel parts (i.e. chains, chokers, cords) are not manufactured by us, but are covered by us against manufacturer's defect for 1 year from the date of purchase.

To return your merchandise to us for repair:

- Fill out the “Exchange and Return” Form (the blue form included with your order shipment) or download the "Exchange and Return" PDF. Your RMA # is the last five digits of your order number. Please note that items returned without an RMA# will not be accepted and returned to sender. If you are unsure of your order number, please contact us.

- All returned shipments must be clearly be marked as "RETURNED MERCHANDISE FOR REPAIR" for customs purposes. Please ship by regular postal service (USPS or Canada Post) and do NOT ship by FedEx, UPS, DHL or any other specialized courier. (Fees, customs and duties resulting from using a specialized carrier and/or failure to correctly label the shipment will be charged back to the sender/customer).

- Please protectively package the merchandise to prevent further damage or loss as we cannot compensate for items lost in the return shipping process.

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5. The clasp on my necklace/choker keeps coming undone. Is there anything that can be done?

The clasps used on our steel wire chokers are secured by a 'twist and lock' mechanism and NOT magnetic. This diagram shows how to secure the 'twist and lock' clasp. Chokers that are purchased separately are under warranty for one year, while chokers that are part of our round necklaces are protected under our lifetime warranty.

To return your merchandise to us for repair:

- Fill out the “Exchange and Return” Form (the blue form included with your order shipment) or download the "Exchange and Return" PDF. Your RMA # is the last five digits of your order number. Please note that items returned without an RMA# will not be accepted and returned to sender. If you are unsure of your order number, please contact us.

- All returned shipments must be clearly be marked as "RETURNED MERCHANDISE FOR REPAIR" for customs purposes. Please ship by regular postal service (USPS or Canada Post) and do NOT ship by FedEx, UPS, DHL or any other specialized courier. (Fees, customs and duties resulting from using a specialized carrier and/or failure to correctly label the shipment will be charged back to the sender/customer).

- Please protectively package the merchandise to prevent further damage or loss as we cannot compensate for items lost in the return shipping process.

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Customization

1. Do you offer any customization of your products?

We do offer customization of some of our stainless steel jewelry line. Please see the questions below for more ideas of what we can and cannot do.

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2. Do you do custom photos in pendants?

We do offer custom photo jewelry. Please contact us if you have a special request.

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3. Do you do custom washi pendants?

If you possess a special remnant of washi paper (e.g. in the past, we have had brides supply us with the washi paper used in their wedding invitations), we can certainly make a set of bridesmaid pendants and/or special attendants’ gifts using your paper. Please contact us for details.

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4. Do you do custom laser-engraved wood pendants and necklaces?

We can produce custom laser-engraved inlays for our pendants and necklaces. To get started, see our customizable jewelry offerings.

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5. Is it possible to get a longer or custom length for the round necklaces?

We offer the round necklaces in 16", 18" and 20" lengths. If you have a specific length requirement, please let us know when you place your order -- we can accommodate lengths up to 24".

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6. Do you have a [specific pattern/theme/inlay/product] available?

The Blend Creations website is the best representation of the items that we currently stock. We generally announce re-stockings and new products first through our newsletter. To join just submit your email address on our newsletter sign-up page.

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Business, website and press

1. Can I exchange links with your site?

Thanks so much for liking our site enough to want to exchange links with us, but we no longer participate in link exchanges.

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2. Do you have a press contact?

Please contact us via our contact page with “Press inquiry” as your subject. You can see press coverage of Blend Creations, and download our press kit.

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3. Can I request a hard copy of your catalog?

If you’d like to receive a printed copy of our catalog, just contact us and we’ll have one mailed to you. If you are a retail store and would like wholesaling information as well, please see below.

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4. How can I get wholesaling information?

Please fill out our wholesale form. Once we have reviewed your information, we will email a wholesaler agreement along with other pertinent information.

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5. Who designed your website?

The website was based on a template designed by Blend Creations. The e-commerce web development is thanks to our friends at Aeolidia Web Design.

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Privacy

1. Why do you require my phone number for my purchase?

Many of our customers are from the US, and recent changes with shipping to the US via Canada Post now requires that a phone number for the recipient be included; otherwise there may be delays in delivery. If necessary, we may contact you by phone should a problem arise with your order. We will not sell your phone number to a marketing list, because that's just plain rude and annoying.

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2. What's your privacy policy?

This Privacy Policy governs the manner in which Blend Creations collects, uses, maintains and discloses information collected from users (each, a "User") of the blendcreations.com website ("Site"). This privacy policy applies to the Site and all products and services offered by Blend Creations.

Personal identification information

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the site, place an order, subscribe to the newsletter, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.

Non-personal identification information

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

Web browser cookies

Our Site may use "cookies" to enhance User experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

How we use collected information

Blend Creations may collect and use Users personal information for the following purposes:

- To improve customer service
Information you provide helps us respond to your customer service requests and support needs more efficiently.
- To personalize user experience
We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
- To improve our Site
We may use feedback you provide to improve our products and services.
- To process payments
We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
- To send periodic emails
We may use the email address to send them information and updates pertaining to their order.

How we protect your information

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.

Sharing your personal information

We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.

Changes to this privacy policy

Blend Creations has the discretion to update this privacy policy at any time. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your acceptance of these terms

By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

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3. How do you protect personal and billing information?

Your personal and billing information is protected with a SSL security certificate by COMODO. For more information, click here.

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