FAQ


SHIPPING & PROCESSING


▶︎ When will I receive my order?

Please see our Shipping page for processing times and shipping times.


▶︎ What are the shipping costs?

• To USA:
FREE standard shipping on ALL orders :)
Priority shipping ugrades ($) available at checkout.

• To CANADA:
Flat rate shipping $9.99 USD for first item*
$5.00 USD per additional item

• To INTERNATIONAL:
Flat rate shipping $14.99 USD for first item*
$5.00 USD per additional item

*Products sold as a set of 2 count as 2 items.


▶︎ Do you ship worldwide?

Yes, we do :)


▶︎ Where do you ship from?

All orders ship from:
21430 N. 15th Lane
Phoenix, Arizona 85027
United States


▶︎ Does shipping include tracking?

Yes! Tracking is available on all orders :)


▶︎ Can I change the shipping address on my order?

If you realize there is an error in the shipping address, or if you wish to change the shipping address after placing your order, please contact us immediately by providing the correct address.

If your order has not been packaged yet, we will happily update the shipping address for you.

However, please note that address changes are NO LONGER POSSIBLE once an order has has been packaged and prepared for shipment.


ORDER


▶︎ Will I receive a proof (preview) before production?

In order to optimize the production process, and since you are able to provide and confirm your personalization details before checking out, we do not provide proofs.

However, if you would prefer to see and approve a proof before production, please request it on the cart page by clicking on the "Add additional instructions for your order" link and by typing "Proof requested" in the box that will appear there. Please allow an *additional* 48 hours for proofing (proof will be emailed to you).


▶︎ Can I change product quantities after placing an order?

Unfortunately, once an order is submitted, product quantities cannot be modified. However, you can contact us to request canceling the order so that you can place a new one.


▶︎ Can I change my personalization details after placing an order?

Unfortunately, once an order is submitted, personalization details cannot be modified. However, you can contact us to request canceling the order so that you can place a new one.


▶︎ Can I cancel my order?

We ask for cancellation requests to be sent within 2 hours after an order is placed.

Orders cancelled before fulfillment process begins will be fully refunded.

However, because all items are personalized and made to order, cancellation is unfortunately no longer possible once fulfillment process has started.


▶︎ Do you accept returns?

We want you to be happy with your purchase with us.

However, please understand that due to their nature, personalized products can unfortunately not be returned or exchanged (unless they arrive damaged or defective, or have been lost in the mail - in which cases a free replacement will be happily sent to you).

When placing your order, please make sure to select the accurate product options and to double-check your personalization details before checking out.


PACKAGE


▶︎ My order was damaged during transit - will you replace it?

We always carefully package all orders, but incidents might sometimes happen during transit.

If an item has been damaged in transit, a new item will be happily created and sent to you for free.

Conditions:
• You must contact us within 3 days of receipt.
• You must provide photo(s) showing the damage.


▶︎ My order seems to be lost in the mail - what can I do?

If you feel that your package may be lost in the mail, please first check with your postal services by providing them with your tracking number.

If the postal services declare your package lost in the mail, please contact us.

A new order will be happily created and sent to you for free.

Conditions:
• Order will be shipped via the same postal service as the original order (or, if you prefer to upgrade, we will happily send you a PayPal invoice for the added cost)
• Order will be shipped to the same address as the original order
• Packages lost due to an incorrect or incomplete address provided by the customer at checkout are not covered by this policy.
• If tracking info states that it has been delivered, the package can unfortunately NOT be declared as lost (in such a case, you will have to file a claim directly the carrier).
• Orders shipped to Canada & International: please keep in mind that packages may sometimes get stuck in customs for some time, causing unexpected delays.


▶︎ Tracking says the package has been delivered, but I can't find my package. What can I do?

• Make sure to check all entrances and sides of the house, and to carefully search places like porch, yard, bushes, etc. It sometimes happen that a postman/poswoman will hide a package instead of leaving it in plain sight, to keep it from being stolen. We had customers in the past who found their package concealed behind hardware stuff, or hidden behind their porch bench, etc.

• It may sound strange, but make sure to check with all occupants of your home. It sometimes happen that someone else in the household will pick up the package and put it somewhere out of sight, and then forget about it.

• Ask directly to your mail delivery person where (or with whom) he/she left the package.

• Make sure to check directly with your local post office. It is not unheard of that a package will be scanned as delivered, and then put back in the delivery truck and brought back to the post office for some reason.

• Contact USPS (or your local carrier, for orders outside the USA) and ask them to look up the GPS coordinates of the delivery scan. They have GPS units that show where a package was delivered and can help find and retrieve misdelivered mail. GPS tracking is usually accurate to within 2 feet of where scanned delivered, so this should tell you exactly where the postman/poswoman was standing when the package was scanned, and should allow you to know if it was delivered to the right address/mailbox.

• Make sure to check with all neighbors to see if the package was left with them by accident. It happens occasionally.

• If applicable, check with housekeeper, house staff, manager’s office, condo sales office, security desk, doorman, etc.

• If applicable, check with entrance lobby/reception desk to see if they have seen your package, or if the package has been left with them.

If the package was shipped to a business address:
• If your office is using mail sorting racks/boxes, check if your package has been dropped in another employee’s box.
• Check with your colleagues and other staff in the building to see if the package has been left with them

Following these steps allowed most of our customers to retrieve their missing package in the past.

In the rare circumstance the package is still missing or was stolen, you can file a claim with the carrier.


▶︎ Tracking says the package is being returned to sender. What can I do?

Most of the time, this is due to an incorrect or incomplete address.

Please verify the shipping address you provided (you can check it in the order confirmation email you received after placing your order).

Once the package is returned to us by the postal services, we will contact you to arrange reshipping.

If the address needs to be updated, a PayPal invoice will be sent to you for the reshipping fee.

If the address was correct and the delivery issue was due to a mistake from the carrier, we will reship the package at no charge.


MISCELLANEOUS


▶︎ Do you offer gift wrapping? Can I add a gift message to the order?

Our orders are beautifully packaged. Please however note that we can unfortunately not accept requests for custom/special gift wrapping.

However, we can happily have a personalized note from you printed on the packing slip. Please simply provide your gift note on the cart page by clicking on the "Add gift message" link and by typing your message in the box that will appear there.


▶︎ Will I have to pay customs duties or import taxes upon delivery?

For Canada & International orders, you might be required to pay additional fees at delivery, such as customs duties, import taxes, VAT or other fees. Please keep in mind that these fees are imposed and collected by the destination country upon delivery - we are not associated in any way with these fees.