Additional policies and FAQs:
Where do I include my personalization details (name, dates, designs, etc)?
After you have selected all you need to choose from the drop down menus of the listing, click the button "Add to Cart". You will then arrive at a checkout page. At the checkout page, there is a box entitled "Special Instructions to Seller". It is in that box where you include you personalized details. That information will show up on the order form, which we read, copy & paste, & from which we complete your order.
I gladly accept returns and cancellations
I don't accept exchanges
The following items can't be returned or exchanged
- Custom or personalized orders (majority of our products)
- Perishable products (like food or flowers)
- Digital downloads
- Intimate items (for health/hygiene reasons)
-Returns are subject to a 20% restocking fee. Restocking fee will be deducted from total refund amount.
-Please message us any issues with any product & include pictures, pictures of item/packaging/shipping label.
-We will do our best to correct any errors or problems that are the fault of our shop. We will accept returns IF & only if there is an issue with a product that is the fault of our shop. Much of our inventory is customized, therefore, it is made especially for & is unique to the buyer. These cannot be resold. Personalized items will not be accepted as returns, again, unless there is a fault in your product caused by our shop.
-Items shipped via priority mail are insured automatically through USPS.com up to $100. If an item is damaged contact us & include pictures of your broken item, damaged packaging, & shipping label (all required for claim). I will then use the pictures to file a claim with USPS.com & send out your replacement.
-If an item arrived broken, we will send a replacement - We will not refund (exceptions may apply). This is to avoid any misunderstandings between customer & seller. This will also help prevent any fraudulent or false attempts made by customers to get a refund on an item they've already used, the "need by" date passed, or broke the item themselves.
***If an item arrives broken, please reply with pictures of the broke item along with pictures of the packaging(+shipping label) the product arrived in. Items do not arrive broke often, but it can happen. Please do this within 72 hours (max) of delivery. We may not replace after that time period passes. No refunds will be given on personalized items if arrived broken, only replacements.
Processing times & Rush orders.
Many of our products are made to order. Many of our orders ship before the ship date set on the order. Most ship within 8-10 business days (14 calendar days). Some of the more complicated orders can take up to 14 days to create. We do not accept rush orders. We feel our processing times are short enough to satisfy our customers. Any shorter processing times cut in to the quality of the product itself. Many of them require stain or paint & a sealant. Each product needs time to dry & be perfected. It is very important to let the product's paint, stain, & lacquer/polyurethane dry adequately.
Name spelled wrong on item?
We copy & paste each name directly from the "special instructions to seller" box notes section of each order. That way we do not have to retype any names. If we do, however, have an incorrect spelling of a name & you as a buyer typed it in correctly, we will either refund or send a new one. If the mistake is the fault of the buyer - mistyped name or misspelled name - We will offer a 10% discount off the purchase of the exact same item, with the correct spelling.
On some items, we're willing to work with a buyer for wholesale options. Feel free to inquire in a message.
How do you package your items?
We use tons & tons of bubble wrap. We use lots of cardboard pieces to stabilize the more delicate items, such as toppers & wooden names. Each name & topper is plastic wrapped around a cardboard backing, top & bottom. It is then bubble wrapped & completed with another layer of cardboard & plastic wrap. This is the best method to ensure a product arrives safely. It may not always be pretty, but it does the job & saves the buyer on shipping costs.
If your item arrived broken, there is a chance it was insured through Priority USPS shipping. Please take pictures of the packaging & the broken product, then send them to me via a reply to your invoice/purchase history. I will work with you, file a claim with USPS, & send a replacement if all requirements are met. We are reasonable people & understand things happen beyond our control & yours. Packages do not arrive broken often, but you never know when an Ace Ventura may be handling your package.
Custom and personalized orders
Personalized/Custom orders are nonrefundable. They are products we cannot resell to another buyer. They are uniquely made for each buyer per each buyer's request. If you'd like a proof of any item, we are more than happy to send you one. Please keep in mind, however, this may slow processing time. Delayed replies may also slow processing time.
Who is responsible for custom/duties/taxes, etc on international orders?
Buyers pay the additional costs such as duties, taxes, and customs clearance fees. Import charges can vary widely but are most commonly based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country. It is the buyer's responsibility to know their country's policy on this.