Preparing Your Order

Standard orders are normally ready for dispatch within 2–4 business days after payment is confirmed and any necessary order checks are complete. During promotions or holiday peaks, preparation may take up to 5 business days.

Preparation includes checking the selected products, gathering the included components, and packing the order. Carrier travel begins after this stage.

Business days exclude Saturdays, Sundays, and applicable public holidays. If we identify a delay beyond the stated preparation period, we will contact you using the details supplied with your order.

Personalized Items & Production

A name sign or accessory made with your requested wording may require production before it can be packed. Any production schedule that differs from standard processing will be disclosed on the product page or confirmed with you before production begins.

The production schedule starts after payment and receipt of complete, confirmed personalization details. Time spent waiting for a name, spelling correction, or other required information is separate from carrier transit.

If a personalized listing does not give a production estimate, contact support before ordering. Do not assume the standard preparation estimate covers custom production.

Delivery Estimates

Standard shipping to supported United States addresses usually takes 10–15 business days in transit after dispatch. For a standard, non-personalized order, adding the normal processing period gives an estimated total of approximately 12–19 business days.

During busy processing periods, the total may extend to approximately 15–20 business days. These ranges are estimates, not a guaranteed delivery date, and do not include separately disclosed custom production.

Delivery to other supported destinations may take a different amount of time. Review the destination-specific information provided before purchase, or ask support for an estimate.

Weather, customs checks, public holidays, carrier congestion, and local delivery conditions may affect arrival. Contact us if a shipment passes its expected delivery window.

Destinations, Shipping Options & Fees

Enter your complete delivery address at checkout to see whether a shipping service is available for your order. Availability can depend on the destination, product, package size, and carrier.

The shipping charge is displayed before payment. A free shipping offer applies only when its stated conditions are met and the corresponding discount or free service appears in the order total.

P.O. boxes, military addresses, territories, and remote locations may have limited service. If checkout does not provide a shipping option, contact us before attempting to place the order using a different address.

Packaging & Separate Shipments

Packaging is selected to suit the product. Small charms and accessory components may be packed together, while display boards, name signs, or other larger items may need separate protection.

A multi-item order may arrive in more than one parcel when products are prepared or stored separately. Check the shipment details before reporting a missing item, as another parcel may still be in transit.

Where separate parcels have their own tracking numbers, use each number to follow the corresponding shipment. The sender address on a parcel is not automatically the correct address for a return.

Following Your Shipment

Available tracking details will be provided through your shipment notification or order information. Use the email address entered at checkout and check its spam folder if you cannot find a shipping message.

Creating a tracking number and recording the first carrier scan are separate events. A newly issued number may not immediately show movement.

Updates can also pause while a parcel travels between facilities or transfers to a local delivery carrier. If tracking remains inactive for an extended period, send support your order number and the latest tracking status so we can investigate.

Checking or Changing Your Address

Before payment, check the recipient name, street address, apartment or unit number, city, state or region, postal code, country, and contact details.

If you notice a mistake, contact us immediately with your order number and the corrected address. We will try to update it before fulfillment, but submitting a request does not confirm that the change has been made.

Once dispatched, an address change may depend on the carrier and may not be available. Wait for confirmation from support rather than assuming an email request has redirected the parcel.

Customs & Import Charges

Cross-border parcels may be inspected by the destination's customs authority. Clearance can require additional time or information from the recipient.

Unless the checkout expressly states that import charges are included, applicable duties, import taxes, and clearance charges imposed on the recipient are the recipient's responsibility.

Check the order's tax and delivery information before payment. If a carrier requests a charge that appears to duplicate an amount already collected, contact support with the request and your order details.

Delayed or Missing Deliveries

If your order is overdue or appears to have stopped moving, contact us with the order number, tracking number, and last update. We will review the shipment and request further information from the delivery provider where needed.

A tracking gap alone does not establish that a parcel is lost. If a loss in transit is confirmed, we will arrange a replacement shipment or refund for the affected items, as appropriate to the circumstances and your applicable rights.

We will explain the outcome and next steps. You do not need to submit a standard change-of-mind return request for goods you never received.

Tracking Says Delivered, but Nothing Arrived

Check your mailbox, delivery entrance, parcel locker, household members, and building reception. Review any delivery photograph or notice supplied by the carrier.

If the parcel is still missing, contact support with the order number and explain what you have checked. We can review the delivery record and help request further information from the carrier.

A delivered scan is part of the evidence, not an automatic reason to dismiss your report. The next step will depend on the information established during the review.

Damage, Wrong Products & Missing Components

Inspect your order after delivery. Keep the packaging and contact us promptly if an item is damaged, incorrect, or missing an included component.

• Provide your order number and the affected product name.
• Describe the damage, packing error, or missing part.
• Include clear photographs of the item and its contents where available.
• For transit or packing issues, include the outer parcel and shipping label where possible.

For kits and collection boxes, compare the received contents with the listing's included-items description. For a personalized product, identify any difference from your confirmed wording.

Reporting visible issues within 7 calendar days helps the investigation. This requested period does not limit rights relating to hidden defects or other mandatory protections.

If a problem attributable to us is confirmed, we will arrange the appropriate missing part, replacement, return, or refund without charging you the additional costs needed to correct it.

Unsuccessful Delivery Attempts

A carrier may hold a parcel for collection, arrange another attempt, or return it when delivery cannot be completed. Respond to collection notices promptly and check any deadline shown by the carrier.

If a parcel is returned, contact us so that we can confirm its location and discuss redelivery or the applicable refund options. Refusing delivery does not by itself complete a return or cancellation request.

Where an address error supplied by the customer causes a return, reasonable additional postage may be needed for redelivery. We will explain the cost before arranging another shipment. A confirmed error attributable to us will be corrected without charging you for that error.

Order Changes, Returns & Refunds

Contact us as soon as possible to request a product change or cancellation. Changes may no longer be possible after fulfillment begins, and personalized orders may have additional restrictions once production starts.

For eligible returns after delivery, submit your request within 30 calendar days. Approved refunds are initiated within 5–10 business days after approval; the bank or payment provider may require additional posting time.

See our Return & Refund Policy for the complete eligibility conditions, personalized-item rules, return instructions, and allocation of return costs.