SHIPPING, LOST PACKAGES AND RETURNS
All our items are handmade and made to order. Since most items are custom made, there is a different turnaround time for each item.
Small Orders are usually shipped in 3 – 5 business day. Medium and Large order are usually shipped in 3 – 4 weeks. All products are shipped via U.S. Postal Service. You can select Priority shipping (which takes two to three days) or Express shipping (which takes one to two days). We do not provide guaranteed next-day shipping services. The shipping time varies, depending on your location 5 – 8 business days.
Small Orders are usually shipped in 3 – 5 business day and Medium and Large order are usually shipped in 3 – 4 weeks via U.S. Postal Service Priority Mail. International customers MUST select International Shipping at the shopping cart. International shipping varies, 1-6 weeks, (working days only, excluding weekends)
Please be aware that there is a small chance that your package may be held at customs for further inspection before it is sent to you. We take every effort with our shipping practices to reduce the chance that this will occur, but it still may happen. In addition, your country may charge you duties, taxes, or other fees to release your package to you. We cannot tell you what how much you may have to pay. If you are concerned about these costs, please contact your country’s customs agency before purchasing our products.
Please be aware of your country’s customs rules and regulations and note that all international duties, taxes & customs fees assessed by your friendly customs agent are not our responsibility.
Lost or Stolen Packages:
We ship all orders via the U.S. Postal Service (USPS). It is your responsibility to provide us with a shipping address where packages can be securely delivered by USPS or by your country’s postal service without risk of theft or loss. We assume no responsibility for packages that are lost or stolen after USPS or another postal service completes delivery to the address that you provide us. If you are concerned about the security of packages received at your mailing address, you should provide a different shipping address for your order or contract a shipping service with direct signature or insurance.
Submitting a Claim for a Lost or Stolen Package
If you believe your package has been lost or stolen, you must report to us that you did not receive your package within 2 days of your order is marked as delivered by USPS (for domestic and international shipments). Please email your report to us at firstname.lastname@example.org
Once you have reported your lost package, we will determine if the package was lost before or after it was delivered to your address. If the package was lost before it was delivered to your address, we will launch an inquiry with USPS about the lost package and attempt to have it recovered and either mailed to you or returned to us. Since such inquiries take time, we reserve the right to wait up to 30 days after the start of the inquiry before we declare the package to be a complete loss. If we declare the package to be a complete loss, we will reship your order to you at no charge.
If your package was lost or stolen after it was delivered to your address, we will consider giving you a discount up to 80% for a replacement if you provide us with the following information:
- A letter or email which confirms that you have thoroughly inspected your property to make sure that the package is not there, and that you have also asked your family, friends, neighbors, and landlord if they have seen your package.
- A letter or email which confirms that you have contacted your local post office to see if it has the package, and that the post office said it delivered the package and no longer has it. Your letter or email should include the full name and telephone number of the postmaster for your local post office so that we can call them to verify the statement.
Upon receiving this information, we will reply to you with our decision about whether we will reship the order. Before replying, we may ask USPS to conduct an inquiry to confirm that your package is lost. We reserve the right to wait up to 30 days after the start of the inquiry before we decide to reship the package. This time period is necessary to confirm if the package is lost. We reserve the right to refuse reshipment of an order based on our review of your request and any information gathered from USPS.
If we reship a package that was lost or stolen after it was delivered to your address, we will require you to sign for the reshipped package in order to receive it. We also reserve the right to ask you to reimburse us for our shipping expenses. Please note that we do not grant refunds on packages that were lost after being delivered to the address that you provided to us.
Damaged or Defective Products
We guarantee our craftsmanship completely and that your gift will be engraved as you ordered it. You are verifying that all information is accurate when you finalize your order.
If we make a mistake we will provide a replacement.
Due to the personalization on custom orders, items cannot be returned unless damaged thru shipping. Shipping costs are non-refundable.
If a product is damaged or defective, you may return it within 10 days of receiving it for a replacement. To request a replacement email us at email@example.com to get authorization from us. We reserve the right to refuse refunds or replacements for products that are returned without our pre-authorization.
Please include the original invoice with your shipment. Once we have received the product and confirmed that it is damaged or defective, we will send you a replacement product.
Tracking your packages
You will receive one or more tracking numbers on the confirmation e-mail we send you when your order is shipped via UPS. This tracking number can be used to check the status of your package.
Please be aware that it mat take a few days to USPS update the tracking number. If you have questions about your tracking number please contact us at firstname.lastname@example.org