Question 1

What forms of payments are accepted?

Accepted Answer

We accept credit/debit cards including American Express, Discover, MasterCard, and Visa, Paypal, Afterpay, and Affirm.
If you are paying by credit or debit card, your statement will show a charge from 'HELLOCUTTERS'. When using your credit card, you will be billed in USD Currency and your credit card company will bill you in your local currency at the current exchange rate.
We are unable to accept prepaid gift cards at this time.

Question 2

Do you offer giftcards?

Accepted Answer

Hello Cutters currently does not offer giftcards.

Question 3

My item says it was delievered but it is not in my mailbox.

Accepted Answer

First check with family members and neighbors. If they cannot help you, contact your local postal service. If an item is lost, please send an email to info@hellocutters.com. Please include order number in the email and I will do my best to help resolve the issue.

Question 4

I ordered the wrong sizes. Can I exchange them?

Accepted Answer

You can exchange the items as long as it is within the 7 days and the items are unused. Return postage will not issued. Shipping will have to be paid by you. Please send an email to info@hellocutters with your order number to notify Hello Cutters of the exchange.

Question 5

I added the wrong address, can you update it for me?

Accepted Answer

Yes! So long as the item has not been shipped, the address can be changed.

Question 6

Can you create custom orders?

Accepted Answer

That's such a great question. At the moment Hello Cutters does not create custom orders. Hello Cutters has over 100 products that offer a huge rang of variety.

Question 7

Can I cancel my order?

Accepted Answer

A cancellation will only be accepted if the order was placed within 24 hours CST . After 24 hours CTS, the order cannot be cancelled.

Question 8

Clay is sticking to my cutter. How can I fix this?

Accepted Answer

Make  sure to condition the clay with a pasta/clay machine. Use a glass or a ceramic surface. Mist the cutter with water. Do not soak it. Dust the cutter with cornstarch. Use cling wrap over clay and then cut.

Question 9

How do I care for cutter?

Accepted Answer

Do not wash in hot water or place in a dish washer. It will melt. Use mild soap and cool water.  DO not use any harsh materials as it will ruin the design.   Remember it is plastic, it can and will melt.

Question 10

My stamp is cutting through the clay. What can I do to stop it?

Accepted Answer

Remember. cthe stamps are to be used with slight pressure unlike a stamp. The purpose of the stamp is to leave an impression in the clay not to cut through it.

Question 11

Clay is sticking to my stamp. How can I get it out?

Accepted Answer

Make  sure to condition the clay with a pasta/clay machine. Use a glass or a ceramic surface. Mist the cutter with water. Do not soak it. Dust the cutter with cornstarch. Use cling wrap over clay.

Question 12

How do I care for my stamp?

Accepted Answer

Do not wash in hot water or place in a dish washer. It will melt. Use mild soap and cool water.  DO not use any harsh materials as it will ruin the design.   Remember it is plastic, it can and will melt.

Question 13

The paint has dried on my silkscreen stencil. How can I get it off?

Accepted Answer

Try soaking the stencil in water and gently rub the paint with the cushions of your fingers to get as much as you can off. Once the paint dries it can be difficult to get off.   Never use your finger nails to scrape any debris off as it will tear the stencil.

Question 14

My stencil is failling apart- help!

Accepted Answer

Stencils are very delicate and should be handled with care. It is advised not to use any harsh textured tools as it will scrape off blue stencil.   If you have any concerns, please email: info@hellocutters.com

Question 15

How do I care for my stencil?

Accepted Answer

1. Have a bowl of water next to you. 2. Remove the backing from the stencil. The name of the stencil should be facing you. 3. Use either an old credit card or a squeegy to brush the paint across the stencil. 3. Gently remove the stencil off the clay and place it in the water. You use the cushions of your finger to gently rub off any paint. DO NOT USE your finger nails to scrape any paint off. 4. Apply the backing back on the stencil and allow it to dry over a paper towel.

Question 16

Can I put the mold in the oven?

Accepted Answer

Yes- the mold is oven safe. Try not to go over 400F.

Question 17

How do I care for my mold?

Accepted Answer

Store the silicone mold in cool, dry, and  out of sunlight. Molds can warp when exposed too much heat.  Wash the mold in warm water with mild soap.  Molds are not dishwasher safe. Dry mold before storing it.

Question 18

Clay is sticking to my mold- help!

Accepted Answer

If the clay is sticking to the mold, try dusting the clay with cornstarch before adding your clay.

Question 19

Why is it brown/white and not the color I ordered?

Accepted Answer

What you are looking at is the mask (tape) that is placed over the acrylic. The acrylic is maked to prevent scorch marks from the laser. All you do it peel it off to reveal the color.

Question 20

I broke the stand/hanger. Can you replace?

Accepted Answer

I will offer a one-time replacement up to 2 hangers and or one stand. Acrylic is strong but can break when it is not handled properly.

Question 21

How do I clean and store?

Accepted Answer

You can wipe any stains off with a rap and warm water. You can use mild soap. Do not store in any hot temps; it can warp the acrylic.

Question 22

Why does it smell?

Accepted Answer

The smell is normal and will go away. The reason why you smell it is because baltic birch wood as a unqiue smell. All wood items are stained with a clear finish for longer life.

Question 23

How do I care for it?

Accepted Answer

Although it is stained with a clear coat, you can still stain the wood. If you happen to stain it, quickly use a tamp rag with water to remove the stain. Store in a cool, dry space.

Question 24

Item is broken.

Accepted Answer

This wood is durable and strong. However, when handles improperly, it can still break. Any items broken due to improper use will not replaced. So please handle with care.

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