Please include -Whether it is an exchange or return -the item to be exchanged/returned -the order number or full name used in the order -what you’d like sent back to you
Once we receive your package, we will send out the new item :)
How do I return an item for a refund?
If you want to return your item for a refund you may do so within 60 days. We do not refund shipping cost. The refund will go back onto the original method of payment.
Please contact us at firstname.lastname@example.org to set up a return.
Please Note: -Customer pays return shipping on exchanges. The USPS has the best rates in our experience, but you can ship back to us any way you like. -If you have a question about your return, contact us at email@example.com.
What do I do if I received the wrong item or my item is defective?
If this happens, we are truly sorry. Please email us at firstname.lastname@example.org.
If your order was wrong, send us your order number and how we messed up. We will take care of you and cover all costs of getting you all sorted out. We are human and do make mistakes. We will make sure to correct the issue ASAP!
If your item is defective or breaks within 60 days of ordering, please contact us for a replacement. Please include in your email: -a photo of the broken product. -Your Order number Please do not discard broken product before setting up a return or replacement
Q. Do you create custom designs? A: We can create custom designs for a fee on bulk orders of the same design only.
How much is shipping?
This depends on the product ordered, the total weight, and where we're shipping to. Our standard US shipping cost is typically under $5.00 (if not FREE).
Do you ship internationally?
Yes, we ship to 240 different countries around the world.
How do I track my package?
You can check on the status of your order at any time by going to the following link: Order Status.
Q. My order has shipped, but I cannot track it A: Some orders are shipped in an envelope without tracking. Orders can take USPS up to 7 business days to deliver depending on location. If it has been longer than 7 business days and you still haven’t received it, please notify us via e-mail.
How long does it take for an order to arrive?
This depends on the product ordered. Typical ship time is 2-4 business daysto get your item made and shipped out. USPS is in charge of delivering your shipment once it is picked up from us.
I made a mistake on my order ... can I change it?
If this happens to you, just email us at email@example.com as soon as you can and we MIGHT be able care of it. However, we can't make any promises. Many of our products are made to order so we start as quickly as we can after you order and it ships out as soon as it's finished. If your order has already been shipped, wait for it to arrive and send it back to us with a note on the correct product needed. Please contact us at firstname.lastname@example.org to set up an exchange.
Once we receive it, we'll send back the right item you needed.
What payment methods do you accept?
We accept all major credit cards through the Stripe powered Shopify Payment system. We also accept PayPal & Google Checkout payments as well.
Q: Can I return a monthly subscription item? A: No, we do not accept returns for our subscription/customized items. Q: When am I charged? A: Initially, you are charged immediately when you sign up, and you will be charged on the 20th of each month after that.
Q: When will I receive my first topper? A: Your topper arrives the month following payment. Eg. You are chargedJuly 20th for August’s topper.
Q: Can I signup for the Free Trial more than once? No. If you consecutively attempt to signup for more than 1 Free trial per club, your subscription will automatically be cancelled.
Please don't take advantage of our kindness 🙂
Q: When will my topper ship? A: Your topper can ship at any time during the month, there is no set date. They will ship during that month. Eg. You are chargedJuly 20th for August’s topper. August’s topper can ship anytime during August.
Q: I ordered other items at the same time I signed up for a club, and those have arrived. Where is my topper? A: If you order non-subscription orders at the same time you sign up for a subscription, we will split the order and send out the non-subscription items first, to ensure you get those items in a typical ship time. Subscription items will then be sent out separately when they are ready.
Q: I am trying to login to my account, but it is saying I don’t have one. A: Most likely you have not created a login yet! Upon subscribing, you will be e-mailed a link to create your account/login. Make sure you check your spam folder :)
Q. I need to change my name, address, info, etc. A: Please login to your account and go “manage subscriptions”
Q: I would like to switch to a different club (e.g. I am subscribed to the monogram club but would prefer to be subscribed to the name topper club) A: Please login to your account and go to “manage subscriptions” There is an option to swap.
Q: I would like to cancel my subscription. A. Please login to your account and go to “manage subscriptions”
How do I update my credit card or mailing address?