Frequently Asked Questions
SHIPPING
How quickly can you ship my order?
We will ship your products as soon as reasonably possible, and in all events within 30 days after the day we accept your order. Please allow up to 5 business days (business days are Monday through Friday only, excluding bank holidays and bank holidays in the United States) for shipments within the contiguous United States. Please allow an additional 5 days for shipment of customized products and for all international shipments. These times are estimates only.
Occasionally, some products may be in high demand and out of stock. We will keep you informed about the progress of your order if this occurs.
Can I ship products to more than one address?
Unfortunately, we can only ship your order to one address. If you would like to ship products to more than one address, you will need to create a separate order for each address.
If you have any questions regarding your shipment or need assistance placing your order, please contact our customer service team.
Do you offer a gift wrapping service?
We do not currently offer gift wrapping service.
How much does it cost to ship to addresses outside the United States?
We always try to deliver quality service at the most reasonable prices, including our international shipping. Place your order as usual and before you have to confirm it, you will see the exact shipping costs that will be charged. If that sounds good to you, go ahead and confirm your order!
What happens if I am not at home to receive my shipment?
All shipments with a tracking number require a signature. Unfortunately we cannot specify an exact delivery time as postal companies in different countries have different operating hours that are beyond our control. In the event that no one is able to receive the order at the specified delivery address, the package will be returned to your local post office and they will proceed to advise you on how to schedule your collection.
You will receive further information about your shipment and contact information for the shipping company with your order confirmation.
What happens if my shipment is delayed?
Our shipping options are subject to the products you order being available and your payment being successfully received by us. We understand how important it is for you to receive your order as quickly as possible. However, there may be times when couriers experience delays in delivering your products due to factors beyond our control - for example, extremely bad weather or a vehicle out of service. Don't worry, if we are unable to ship your order immediately we will be in touch with you.
ORDERS
What payment methods do you accept?
We accept most major credit and debit cards including Visa, MasterCard, Visa Debit, Delta, American Express and PayPal.
Can I change my shipping address?
If you wish to make a change to your shipping address, please contact our customer service team immediately. We will let you know if the change is possible. If possible, we will let you know about changes regarding delivery time or anything else that may be necessary as a result of your address change request. We will then ask for your confirmation if you agree, in order to proceed with delivery to the new address. In case your order has already been shipped, we will not be able to change the delivery address.
How do I use discount codes?
Enter your code in the field that will appear in the shopping cart when you proceed with your order. Then click on the 'Apply Discount' button. Discount codes are subject to the terms and conditions and validity dates indicated either on the website or on the code itself.
Free Gifts
All free gift offers are while supplies last and subject to change.
CUSTOMIZED PRODUCTS
What happens if I make a mistake when typing the text for my custom product?
If you would like to make a change to a custom product order, please contact our customer service team immediately. We will let you know if the change is possible. If possible, we will let you know if there are any changes to the product price, delivery time, or anything else that would be necessary as a result of your change request. We will then ask you to confirm that you would like to proceed with the change. If your order has already been sent to production, we will not be able to change it.
We encourage you to carefully review your personalization information before submitting your order. In particular, we recommend that you double-check spelling, names, and grammar.
Can I write in another language or use special characters on my personalized product?
Our system does not allow languages other than Castilian (Spanish). This is due to the nature of the fonts we use. Please check with us if you have any questions.
CANCELLATIONS AND REFUNDS
What happens if I want to cancel my personalized product?
Unfortunately, it is not possible to cancel orders for personalized products.
If you need to cancel an order for other products, please contact customer service immediately.
To avoid disappointment, please check whether a product is cancellable or not before ordering.
Can I return my personalized product and receive a refund?
Unfortunately, we do not accept returns on personalized products due to the bespoke nature of personalized products, unless there was an error or fault on our part regarding the product. If there is an error or fault in manufacturing, please contact our customer service team.
My order just arrived and the text has a mistake!
Please remember, our personalized products are completely custom made for you, so our machines will print exactly the message you enter at the time of ordering. We strongly recommend that you carefully review your personalization information before submitting your order. In particular, we recommend that you double-check all spelling, names, and grammar.
If your personalized product arrives with an error, we cannot be held responsible unless the fault is a result of the customization process. If this occurs, please contact our customer service team so we can review your order to see what was originally entered into the ordering process.
RETURNS OF NON-PERSONALIZED PRODUCTS
What happens if I want to return a product?
We regret that we are unable to accept returns on certain products, such as products labelled as non-refundable on the website, including personalised products.
You may return your non-personalized product to us in resalable condition (unworn, unstained, unripped, unused) within 30 days of receiving your order. We will not reimburse you for the original shipping costs, and you will be responsible for the cost of return shipping.
You must package the non-personalized product securely and attach the return address label to the front of the package. Send it to our customer service team including the return confirmation message you received from us inside. In order to ensure the return of your non-personalized product, we recommend that you obtain proof of return from the post office when shipping, and keep it until the return process is complete and you have received your refund.
We will refund the price paid for the non-personalized product once we have received the returned product, or within 14 days from you sending us proof of returning the product, using the same payment methods you used to make the initial purchase.
You may return any product to us that is damaged, faulty or that we have sent to you in error. Once we have confirmed that the product is faulty or damaged, or was sent in error, we will refund the price paid for the product, plus the original price you paid for shipping (except where you are returning only some items from your order) and the amount you paid to ship the product back to us.
