FAQ

Frequently Asked Questions

General Questions

How do I contact you?
I have Pictures!
I have a “How to…” guide, would you like them?

Product Questions

What is Packaged?
What is Drop Ship?
What is Mixed?

Ordering Questions

Can I order over 150 lbs?
Can I order Local Pickup?
Why does it say “Shipping Unavailable” when I’m attempting to Order?

Shipping Questions

Why is your shipping costs so high?
What is the difference in cost between Packaged and Drop Ship?
What is the cost to ship Packaged?
Why does it say “Shipping Unavailable” for orders over 150 lbs?
Will you ship internationally?

My Packaged Arrived…but

Why does my package have “CAUTION CUTTING OPEN BOX!” on it?
Something happened to my package in shipping?
Why is there a cat on my invoice?

Other Questions

Why do I see “Kity and Kyten LLC”?
Who are you?
Who are your Minions?

General Questions

How do I contact you?

Our Email is: store@merlinsmagicplaster.com
Phone number: (614) 398-3963
This should be in the footer of all pages at this time.
Where’s the contact form? It started to take 30 minutes to get to me, this is not productive. Honestly, I am emailing or calling back anyway and your submitting your email address.

We have a Gallery!
Send them to store@merlinsmagicplaster.com, please include any creator, painters and photographers so I can give them proper credit.

I have a “How to…” guide, would you like them?

I will fully admit I don’t know everything. If you send me information from the contact page I’ll definitely consider it and give credit where credit is due on how to help others use the products.
Most of my knowledge comes from learning off Bruce Hirst’s website and trial and error from there is where my deviations come from.
Other than the cat, we have different feline overseers.

Product Questions

What is Packaged?

Packaged comes in 5 lb resealable bags and offers the most customization for your orders. There is a mixed option for Packaged that is unavailable in the Drop Ship options. These are also much smaller than the larger Drop Ship boxes if you have limited space. You may see some references to this being called Pre-packaged.

What is Drop Ship?

Drop Ship are 25 or 50 pound boxes sent to you directly from the manufacturer. The dimensions of the boxes are 25 lbs: 8.9” x 9.25” x 12” and for 50 lbs: 12″ x 12″ x 12″. These come in only a single color per box.

What is Mixed?

Mixed is an option under “Color” that is only available for Packaged. This is the ability to mix your colors of order without having to order multiple times, and get the price breaks for ordering larger amounts.
To use the mixed option select the total amount of product you want and then in the box under the drop downs type in the colors and amounts you want. Add to cart and your cart will show the amount of product and a note that you typed in regarding what mixture of colors you want. I package the product and match what you typed in.
Two limitations: You cannot selected “Mixed” of one product and mix the other product in, they have different price points. Second the amount you type in needs to match the amount you selected in the drop down, preferably in 5 pound increments.

Ordering Questions

Can I order over 150 lbs

Yes! You will need a quote though. The reason for this is from experience the cost of shipping over 150 lbs changes so much depending on things in the economy. This is to give you the current shipping costs.
To place a quote for 150+ lbs. Email store@merlinsmagicplaster.com Include: Your store username, details of your order (what and how much), and where I’m shipping it to.
I’ll put together an invoice, and attach it to your store account, you can then login under My Account > Orders, and there will be a “Pay” button available that will then take you to the payment site. I’ll process the order and ship it out once paid.

Can I order Local Pickup?

Yes! We are an e-commerce store, so I have no storefront. I do arrange pickups at the local mall or gaming store. We are located right by Polaris Mall on I-71 if you are coming through Columbus. Alternative sites are available reasonably on request.

Why does it say “Shipping Unavailable” when I’m attempting to Order?

There are a few cases where the website is supposed to say this. International Shipping (outside US and Canada) and over 150 lbs. This is because you need a shipping quote. Please contact us at store@merlinsmagicplaster.com and I’ll get a quote out to you.

Shipping Questions

Why is your shipping costs so high?

This is powdered stone, for all intents and purposes. I attempt to keep the costs as close to cost as possible, but it is heavy and we are at the mercy of the shipping companies. I do keep a look out for new methods of shipping that will cut costs for you.

What is the difference in cost between Packaged and Drop Ship?

Packaged and Drop Ship are shipped differently due to cost. It is cheaper for each method currently in different carriers. Drop Ship is sent via FedEx. Packaged comes in USPS Flat Rate and Regional Boxes and can be broken down into smaller shipments and thus costs less to ship.
You can find a chart on which is cheaper for you here: Packaged vs. DropShip

What is the cost to ship Packaged?

I do use USPS Flat Rate and attempt to keep it close to cost as possible. I do use a 3rd party shipper for purchasing of labels and postage. It’s not the same price you see quoted in your local post office. I have attempted to post those costs for you here: Packaged Shipping Costs.
THESE ARE SUBJECT TO CHANGE — As the shipping company/USPS change their prices so will these prices to compensate.

Why does it say “Shipping Unavailable” for orders over 150 lbs?

You need a quote. The reason for this is from experience the cost of shipping over 150 lbs changes so much depending on things in the economy. This is to give you the current shipping costs.

Will you ship internationally?

Yes*
* I will give you a quote if you are outside of the US or Canada. You may not like the shipping cost. Last I quoted the UK was $490 for a single drop ship box. I will shop around for who is the cheapest at the time you ask for a quote.
If your say in the EU/UK sphere I do have some contacts that is not the same but similar materials that I can direct you to depending on what the project is your needing this for.

My Packaged Arrived…but

Why does my package have “CAUTION CUTTING OPEN BOX!” on it?

I wrote it on there to keep you from slicing open the bag hopefully. I only do this currently on one package 15 lb boxes, which includes multiples from larger sizes. Due to the design of the box, the dead middle of the box lacks cardboard protecting underneath where it’s closed together. I attempt to put the invoice here to give it some protection, but if the box has 15 lbs I’m short on room to put anything here to protect it even loose cardboard.
Suggestion is to open the ends first with your sharp object, raise the sides up then cut down the middle.

Something happened to my package in shipping?

This regretfully happens. Take pictures and send them to store@merlinsmagicplaster.com with your invoice number.
I will make this right, and also hold USPS or FedEx which ever was the responsible party accountable. I do need you to take pictures and send them to me so I can hold them accountable.
If they lost it, also contact me and I will have them start an investigation, and also attempt to replace what they lost.

Why is there a cat on my invoice?

I draw them while packaging. My better half calls them “the rune of Kyten.” It’s my way of at least trying to add a little individualization to the process.

Other Questions

Why do I see “Kity and Kyten LLC”?

Kity and Kyten LLC is our legal business name. These are the nicknames that have lasted years between myself and my better half. You may see this if you need a pay pal invoice from us. We do business as (dba) merlinsmagicplaster.com. When we started becoming entrepreneurs, we needed a legal name for all the government/legal stuff, there is handful of stuff that goes into what needs to be a legal name and the website name did not work.
Yes, it’s pronounced “kitten”. y as /i/

Who are you?

We are both a long term gamers that decided to jump into this with both feet and try and provide a service for people with dedication to gaming. If your spending the time and detail to make some of the terrain that you can with this you deserve someone with as much dedication to make sure you have what you need.
One of the things I have always loved in gaming is the ability to have a fully immersive environment it is one of the things that brought me into gaming decades ago and I’m glad to help assist others in bring that type of environment to others.

Who are your Minions?

Well not quite the little yellow people, but just as helpful. There are two minions who “work” here at Merlin’s. I don’t really pay them unless gooshyfood counts (…they get it anyway). Their names are Fiona and Maeve and are two Bengals. Their picture is on the Facebook page.

But I’m allergic to cats…The closest they get to items are the computer and meow when the order sound happens. They don’t have the ability to get to the area with product or packaging materials.

What is their interest in the company? They are gamer cats. We commonly refer to them as CR20 Cat Deities/Demons, and they will attempt to assist players or hinder them per their own chaotic nature. Fiona has a killboard currently of Diablo hardcore characters. They also have a Ravager kill from Warhammer….like I can’t glue it back together anymore.

2 thoughts on “FAQ

  1. Is there a local pick up site in the Houston, Texas area?

    1. We are only currently located in Columbus Ohio area at this time.

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