FAQs

Frequently Asked Questions

How do I customize my product?

Each product page includes customization options powered by our design tool. Simply select your preferences for colors, sizes, text, and any add-ons to create your unique item.

Can I see a preview before ordering?

Yes. Our customization tool provides a preview of your design before you add it to your cart.

What if I need to make changes after ordering?

Please contact us immediately if you need to modify your order. Once production begins, changes may not be possible. A $15 revision fee applies to approved changes.

Do you accept returns or exchanges?

Due to the custom nature of our products, we cannot accept returns or exchanges unless there is a defect or an error on our part. Please review your design carefully before placing your order.

How do I care for my custom products?

Care instructions vary by product type. In general, we recommend washing custom apparel inside out in cold water and avoiding bleach to preserve your design.

Do you offer bulk or wholesale pricing?

Yes. Please contact us directly to discuss bulk orders and custom pricing for larger quantities.

How long does it take for my items to ship?

Please refer to the shipping time estimate listed in the product description for the item you ordered. Most orders ship within 10–14 business days, depending on the item.

  • Business days do not include the day your order is placed, weekends, or holidays.

  • Orders placed on weekends begin processing on the next business day.

  • Transit time (carrier delivery time) is separate from processing time.

Because each item is prepared by a small team, this processing time ensures every order is made correctly and meets quality standards. Once a package is handed to the shipping carrier, delivery timelines are outside our control.

My tracking says “Delivered,” but my package isn’t here. What should I do?

If your tracking shows “Delivered” but you have not received your package:

  • Check around your home for a secure or hidden delivery location.

  • Ask household members if they brought the package inside.

  • Check with neighbors in case it was delivered incorrectly.

If you still cannot locate your package, contact USPS directly and ask to speak with your local Postmaster or your mail carrier.

My shipping address was incorrect and my package was returned to you. How do I get it reshipped?

Packages returned due to an incorrect address entered at checkout can be reshipped at the customer’s expense.

  • If you notice an address issue, contact us immediately using the support link HERE so we can correct it before shipment (if possible).

  • If the order has already shipped, reshipping fees will apply and the order cannot be canceled.

My package never arrived. What do I do?

At checkout, you may choose insured or uninsured shipping.

  • Uninsured shipping does not include coverage for lost or damaged packages, or missing/broken items.

  • Insured shipping includes coverage up to $1,000 (where applicable).

For domestic package insurance claims, click HERE.

I made an error in my shipping address. How do I correct it?

Please contact us HERE as soon as possible. We can update the address only if the shipping label has not been purchased.

Please note:

  • Do not contact us via Facebook or Instagram messages, as we cannot reliably match social media names to orders.

  • Email is not recommended for customer service because messages may be filtered into spam/junk.

How do I know if my package shipped?

Once your order ships, you will receive a shipping confirmation email with your tracking number. Please check your spam/junk folder if you don’t see it.

My tracking hasn’t updated. Why?

Tracking may not update for a few reasons:

  • A label has been created, but your order is still being prepared and packaged.

  • USPS has not scanned the package yet (this sometimes happens at drop-off).

My order was damaged during delivery. What do I do?

Shipping options may include First Class or Priority (depending on the order).

  • First Class shipping typically does not include insurance coverage.

  • Priority shipping includes up to $50 insurance (where applicable).

For domestic package insurance claims, click HERE.

It’s past the estimated ship time and tracking hasn’t updated or arrived. What should I do?

If your order is past the estimated timeframe and tracking is not updating, please contact USPS for more details. Unfortunately, we have access to the same tracking information you do, and carriers are the only party able to provide deeper tracking updates once the package is in transit.

Holiday note: During peak seasons, packages may experience delays and may not always receive scan updates.

Where can I find my order number and tracking details?

You will typically receive:

  • An order confirmation email (with your order number)

  • A notification when a shipping label is created

  • Updates when your package has shipped/in transit/out for delivery

You can also log into your account HERE to view your order status and tracking information. Please check spam/junk folders, as emails may occasionally be filtered there. If you entered the wrong email address and cannot access your account, contact us HERE for assistance.

My tracking says “Shipping Label Created, USPS Awaiting Item.” What does that mean?

This means a shipping label has been created, but:

  • The package is still being prepared, or

  • USPS has picked it up but has not scanned it yet.

Scan timing is controlled by USPS and may vary.

Order Questions

Can you combine multiple orders to save on shipping?

At this time, we are unable to combine separate orders. Shipping rates are calculated based on weight and packaging, and combining orders may change shipping costs.

Can I cancel or change my order?

Orders cannot be changed or canceled once placed. Many items are made-to-order or custom and cannot be resold.

I forgot to use my discount code. Can you apply it after checkout?

Discount codes cannot be applied after an order is completed.

Return Policy

What is your return policy?

  • Custom or personalized items are not eligible for return.

  • Non-custom items may be eligible for return with approval.

To qualify for a return:

  • Items must be unused and in original packaging

  • A return request must be made within 72 hours of delivery (based on tracking)

For eligible (non-custom) returns:

  • A 5% restocking fee applies

  • Return shipping fees apply

  • We will provide a return label, and the item must be shipped back within 3 business days or the return will be canceled

Once the item is received and confirmed to be in new condition, the remaining balance (minus applicable fees) will be refunded.

Font Questions

Can I change the font on my item?

Products not included in the Design Your Own collection are designed using the font shown in the product mockup, and fonts typically cannot be changed unless the listing specifically states otherwise.

If you would prefer a different font, please choose an item from the Design Your Own product collection and include your preferred font details in the Design Notes at checkout.