Shipping and Returns/Exchanges
*** DISCLAIMER: This page is a simplified version of the official shipping, returns, and exchange policy which can be found on our terms page. Should the information on this page and our terms page ever conflict, our terms page will prevail. ***
When Will I Receive My Order?
All orders are filled on a “made to order” basis and require a processing time before shipment. Our items are handmade in the USA and require time for our designer to handcraft, personalize, and assemble your order. Processing times vary throughout the year, and production time can book quickly due to high demand. Estimated delivery dates are updated in real time and can increase quickly during high volume ordering times. We suggest that you order as far in advance of your event as possible. For current estimated delivery times, please view the estimated delivery date info box at the top of each listing:
Example Estimated Delivery Info Box:
The estimated delivery date includes both our handmade processing time and shipping time. These dates are usually found to be accurate but cannot be guaranteed due to carrier shipping delays, holiday delays, weather delays, etc. Shipping upgrades are available to view in your cart for faster delivery options, as well as the corresponding estimated delivery dates for each option. These optional upgrades can help you to receive your order faster by reducing the shipping time. All available shipping options will appear in your cart. Please choose the appropriate shipping speed at check out, as shipping upgrades cannot be added after your order has been placed.
Please understand that once an order is handed to the shipping carrier, we have no control over the actual shipping speed. All orders are handmade in the US and will arrive via USPS, UPS, or Fedex.
Holiday Shipping Deadlines
Ordering deadlines for major holidays will be available throughout the year on our homepage. Any seasonal delays in our normal processing times will be reflected in the estimated delivery dates on each item page and in your cart.
We make every effort to offer fair shipping rates for all orders. Please view the shipping menu in your cart to see all available shipping options for your order as well as the cost to ship. In addition to standard shipping, you may upgrade your order at an additional cost for faster delivery when available.
We will gladly assist you with any problem you may have with your order, however all of our products are NOT returnable because they are personalized. We do offer exchanges for limited circumstances. Please see our exchange policy below. Prior approval is required for all exchanges and forced returns/exchanges will not be accepted, refunded, or returned to the buyer.
We will happily assist you with any problems you may be having with your order, but items are only eligible for exchange under limited circumstances. Generally we are unable to offer exchanges because all items are personalized just for you. However there are a few circumstances where you order may be eligible for exchange.
Exchange Due to Incorrect Personalization
We stand by our work and will always accept exchanges when an item has been personalized incorrectly if the fault is on our part. Please email a photo of your item with the incorrect personalization along with your order number to firstname.lastname@example.org within 48 hours of delivery so we can begin the exchange process. We will provide return shipping for the original item(s) which must be shipped back within 14 days of delivery. An exchange of the exact same item, per the original order, will be sent with corrected personalization. Please note that the exchange order will be filled according to the original order, and no additional change requests can be made.
Exchange Due to Shipping Damage
We know shipping carriers sometimes drop the ball! We will gladly offer exchanges for items that are damaged during shipping if damages are reported within 48 hours of delivery. Please contact us via email at email@example.com to begin the exchange process. Please include your order number and photographs of the damaged item(s) and the shipping box. We’ll begin your exchange and provide a shipping label to ship your exchanged item back within 14 days of delivery. An exchange of the exact same item, per the original order, will be sent and no additional change requests can be made.
Undeliverable Order Policy
We want to make sure that you receive your order, so please double check your shipping address for accuracy prior to placing your order as the address cannot be updated after your order has been placed. Undeliverable orders, refused orders, or orders shipped to an incorrect address cannot be replaced or refunded. Any order that is returned to us will be reshipped at an additional cost to the buyer. The original order must be returned to us prior to any reshipment attempt. If the original order is not returned to us, you will not be refunded nor will your order be replaced or reshipped. We are not liable for refund, replacement, or reshipment for incorrect addresses supplied by the buyer.
Missing Order Policy
Orders that appear to have been lost in transit may be replaced. We may request a waiting period of up to 14 business days after expected delivery to make sure your package is not delayed at a sort facility. Once an item has been determined as lost in transit, a replacement order will be initiated. All orders listed as delivered by the shipping carrier are considered complete. We are not liable for missing or stolen packages once they are marked as delivered. Please check with the shipping carrier as they log GPS coordinates for deliveries and may be able to locate your package. Please file a police report with your local authorities if theft is suspected. The buyer is responsible for assuring a safe location for delivery.