Frequently Asked Questions
Can I cancel or change my order?
So we can be sure you receive your personalized item(s) as quickly as possible, they are added to the production line as soon as your order is received. Consequently, once a personalized order is placed, it cannot be altered or canceled. Therefore, we kindly ask you to please double-check your spelling and item selection before finalizing your purchase.
Do you offer Shipping Insurance?
Yes! ShipTection Shipping Insurance is automatically offered in the shopping cart, right before checkout, to ensure peace of mind should your package(s) be lost, stolen or damaged.
Should you choose not to include ShipTection Shipping Insurance with your order, please understand we are not liable for orders lost in transit or stolen upon delivery and therefore cannot offer replacements.
In the rare event that such an incident occurs and you do not have ShipTection Shipping Insurance, we recommend reaching out to the shipping carrier immediately.
For more information about ShipTection Shipping Insurance and filing a claim, please see their FAQ page here: https://www.shiptection.com/faq
When will my order arrive?
We expect you to receive your item(s) within 5-10 business days of placing your order for most continental USA addresses. Our products are all made to order and promptly dispatched for shipping, usually within 2-4 business days of your purchase. Following dispatch, items generally reach customers within 2-5 business days (excluding Sundays).
For accurate lead time information for each of our products, please refer to the details provided in the description of each product page.
Please remember, it's important to keep in mind:
- Production time frames may extend during holidays and busy seasons, e.g. Valentines, Mother’s Day and Christmas etc.
- Once your item(s) leave our production facilities and are handed to the carrier, the shipping process becomes the responsibility of the carrier.
- While these time frames are typical, occasional local carrier issues may cause slight delays in the arrival of your item(s).
I ordered multiple items, but why did they arrive separately?
To ensure efficient order fulfillment, we may ship multiple items separately. Production times can vary, and some items take longer to make than others. Consequently, individual packages may be dispatched as soon as each item is produced. Additionally, different products may be manufactured in separate facilities, contributing to separate shipments.
Why does my item look a little different to the photo(s) on the website?
While we strive for accurate representation, some listings utilize life-like renderings instead of photos to showcase the item's appearance. This approach allows us to swiftly and efficiently present our products online, eliminating the necessity to produce and photograph numerous options and variations.
My item has arrived damaged/incorrect, what do I do?
Please contact us immediately, quoting your order number from the confirmation email, if any items arrive damaged, defective, or the wrong item has arrived. We will advise of the next step in the process in order for us to help you resolve the matter as quickly as possible.
To ensure a speedy claims process for damaged items, we will require one or more clear images of the defective product and the packaging to help assess the issue(s) of concern. Our team will be happy to assist with providing guidance on submitting your image(s) for assessment.
If the wrong item was sent or a manufacturing fault or defect is confirmed, we will gladly arrange for a replacement to be sent to you as soon as possible.
Please note - items cannot be returned to our head office address - any unauthorized packages will be immediately returned at the sender’s expense. If it is deemed necessary that an item needs to be returned, we will provide an authorized return code and the relevant address details accordingly.
My order has not arrived as expected, what can I do?
If your order hasn't arrived as expected, please verify that the shipping address provided during checkout is accurate, including the correct zip code and apartment/unit number. You can find this information in your confirmation email. All orders are automatically shipped to the address you provide, and we cannot be held responsible if your order doesn't reach you due to an irregularity in the shipping address.
If your order is taking longer than anticipated, your first point of contact should be the shipping carrier, ensuring that you have the tracking number ready (each of which will be listed in your shipping confirmation email).
It's important to note that we are not liable for orders lost by the shipping carrier or stolen upon delivery. However, if you purchased ShipTection Shipping Insurance with your order, you can file a claim with them directly here: https://www.shiptection.com/consumers
For more information about ShipTection Shipping Insurance and filing a claim, please see their FAQ page here: https://www.shiptection.com/faq
Do you offer international shipping?
Unfortunately, international shipping is not currently available. However, it's an option we're actively exploring and hope to provide in the future.
What carrier do you use?
We ship with all major carriers in the USA - UPS, USPS, and FedEx. You should receive an email containing tracking details once your item is dispatched to the shipping carrier.
I have a specific request, do you offer a custom design service?
Unfortunately we do not currently provide custom design services. However, it's an option we're actively exploring and hope to provide in the future.
Can I return my purchase for a refund?
We understand that circumstances can change, however all sales are final. As the majority of our products are personalized and made to order, they cannot be restocked for sale. Unfortunately, this means we're unable to accept returns or provide refunds if you've simply changed your mind. Likewise, all sale items and clearance items are final sale due to their discounted nature and cannot be returned. We appreciate your understanding in this matter.
Can you help me with another question not covered here?
Of course, we are always happy to assist any way we can. Please contact us with your enquiry and we will respond as quickly as possible.
