Here you'll find the answers to the most common questions our customers have!
Special announcement: Place your order by Dec 15 (select Standard Shipping at checkout) or Dec 17 (select Expedited Shipping at checkout) to receive in time for Christmas!
How much do you charge for shipping?
We charge a flat rate of $5.95 per order for standard shipping and $15 per order for expedited shipping within continental US.
How long after ordering is my order shipped?
We typically ship all orders within 2-5 business days.
Which carrier do you use?
We ship all items with USPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.
How long does it take to arrive?
We ship all orders from our USA factory. Once shipped, we see delivery happen within the following timeframe:
- USA - Within 2-5 business days
- Canada - Within 4-7 business days (available soon)
- Western Europe - Within 5-7 business days (available soon)
- Australia/NZ - Within 5-10 business days (available soon)
- Rest of the World - Within 5-12 business days (available soon)
These timeframes are typical, and sometimes local carrier issues may mean you item arrives slightly later than this.
I didn't receive my order
Please contact our support team by email: email@example.com quoting your order number from the confirmation email/SMS message. We'll help track down your order.
Can I pay extra to get my item quicker?
For USA domestic orders, you have the option of expedited shipping (delivery in 1-3 business days rather than 1-5 business days) at checkout. Please note that this does not mean faster production time, only faster shipping time.
What about customs fees/taxes?
We do our best to help ensure your item arrives as smoothly and quickly as possible, including labeling the package with all relevant information for customs authorities.
It's unusual for orders of 1-2 items to attract customs fees, except in countries where there is a very low or no tax-free threshold. If fees are charged by customs, they are payable by the recipient.
Shipping insurance is offered at checkout. It's provided by Route. Route will contact you with all insurance info and terms via email.
Route will inform you of the shipping and tracking for your package, regardless of whether you have purchased the insurance.
If your item becomes lost, stolen, or damaged in transit - you can file a claim with route directly at this page: https://claims.route.com
Please note - shipping insurance is non-refundable once your order has shipped.
Cancellation & Exchanges
Can I cancel or change my order?
We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team by email: firstname.lastname@example.org to check if changes or cancellation are possible, and give the reason you wish to cancel.
My item is damaged/incorrect, what do I do?
Please contact our support team by email: email@example.com for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
Can I return my purchase?
We hope you'll love the item you purchased.
As all items are made to order and many of them are personalized, we do not accept returns/refunds or exchanges for items we fulfill. If there's any concerns about it or you are thinking of returning it, please contact our support team by email: firstname.lastname@example.org for assistance, explaining your reasons for wanting to return it.
My item looks different to the online listing
This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look. This allows our sellers to create many different products with their artwork, without needing to make & photograph thousands of products a day.
It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team by email: email@example.com for review, along with your order ID.