Here are a few of the frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions please send us an email at firstname.lastname@example.org
HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?
We typically ship all orders within 2-4 business days. If you select Expedited Processing/Insured Shipping at checkout, we'll ship within 24-48 hours depending on which time in the day the orders are placed.
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. Due to Covid-19, some international packages may be delayed due to routing or customs delays.
- USA - Within 2-5 business days
- Canada - Within 4-10 business days
- Western Europe - Within 5-15 business days
- Australia/NZ - Within 5-15 business days
- Rest of the World - Within 5-20 business days
Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries.
HOW DO I TRACK MY ORDER ?
You will receive a shipping confirmation email that contains your tracking information as soon as your order is shipped. If you did not receive this email, your order may not have shipped yet. USA orders should receive their shipping confirmation email within 3 business days from the moment the order was placed. International orders should receive their shipping confirmation email within 5 business days from the moment the order was placed. If you have not received your shipping confirmation email with tracking information after the allotted time, please check your spam/junk mail to ensure the email did not go to this folder.
If no email was received, please email us email@example.com that we may provide you with your tracking number.
For orders shipping within the USA, you may track your order athttps://www.usps.com/using the tracking number provided.
For orders shipping internationally, you may track your order athttps://www.17track.net/enusing the tracking number provided.
MY TRACKING IS NOT UPDATING ?
There may be instances that tracking does not update immediately (appears as in “Pre-Shipment” for example). Please allow up to 48 hours for tracking updates to appear.
THERE IS NO TRACKING NUMBER/ OR STATUS ?
We are working on processing your order. We are just waiting for the tracking number. As soon as we have it, we will send it to you so please keep an eye on your email.
Due to the high holiday volume, we will be a few days backed up on shipments.
I DIDN'T RECIEVE MY ORDER
Please email us: firstname.lastname@example.org, quoting your order number from the confirmation email/SMS message. We'll help track down your order. Alternatively, you can also Live Chat by clicking on the Bubble at the bottom right hand corner of our site.
WHAT ABOUT CUSTOMS FEES/TAXES?
We do our best to help ensure your item arrives as smoothly and quickly as possible, including labelling the package with all relevant information for customs authorities.
Changes to EU customs regulations means you may be charged sales tax (VAT) upon delivery of your order. Refer to your country tax authority for guidance on what fees are due on items shipped from the USA.
If fees are charged by customs, they are payable by the recipient.
Shipping insurance is offered at checkout. It's provided by Bring The Love and covers you in case the item is lost, stolen, or damaged in transit. To make a claim, contact our support team.
Please note - shipping insurance is non-refundable once your order has shipped.
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 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 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. If there's any concerns about it or you are thinking of returning it, please contact our support team for assistance, explaining your reasons for wanting to return it. We offer a 60 day returns policy from date of purchase.
Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked. Shipping and insurance is non-refundable.
MY PACKAGE WAS RETURNED FOR A BAD ADDRESS ?
If your package was shipped, however, it was returned to us due to a bad address, please click on the link below to purchase a new shipping label to have your order re-shipped to the correct address. Please be sure to select “USA” for domestic orders, or “International” if you are located outside of the USA.
Please use the link below to have your order re-shipped to you:
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.
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 for review, along with your order ID.