FAQ

Welcome to our Frequently Asked Questions.

Most questions can be answered here. If you do not see an answer to one of your questions, please contact us.

 

Q: What are your business hours?

A: Monday-Friday 9am to 5:30pm. (CT) We are off Saturday & Sunday and major holidays. If you contact us on the weekend or on holiday, please expect a reply by Monday.

 

Q: How long will it take to get my order?

A: Orders can take up to 1-2 weeks to process, which means to make. Please keep in mind that this may change on holidays. Weekends are not included. Processing time does not include shipping time.

 

Q: What if I need my order urgently

         A: Before ordering on our website please contact us if you need your order by a certain date. You may have to pay a rush fee that starts at $8+. Rush fee is subject to change depending on order/urgency.

 

Q: What is a rush fee?

A: A rush fee is a fee you pay to get your order rushed. By paying this fee, your order is marked as a priority. Your order is moved up to the top of our orders list.

 

Q: How do I place a custom order?

A: If you’d like to place a custom order (maybe something you don’t see on our website) please contact us. 

 

Q: How can In pick up my order instead of having it shipped?

A:  We are located in Fort Worth Texas. If you would like to pick up your order please let us know when placing your order. 

 

USPS: 

All our packages are shipped through USPS. Once USPS has your package: shipping time, lost/damaged packages are out of our control. 

 

Q: When I look up tracking, why does it say "returned to sender?"

A:  When a package is returned to the sender  it means there was a mistake in the address or you forgot to add a unit #, apartment #, etc. Please make sure the correct address is added. You will have to pay an additional shipping cost to have it re-sent.

 

REFUNDS: 

Due to most items being custom made, we do not offer refunds on custom orders. All sales are final. Please read the description of our items to know how to order properly. Some items have specific requirements. 

If there was a mistake on our part on one of your items (missing letter/wrong name/etc) please reach out to us and we can discuss how to go about fixing your order. There must be proof provided before we can offer a solution. Customer has 24 hours after receiving their order to report a mistake. After those 24 hours, we are no longer responsible.

To start a return, you can contact us. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Item must be sent back & inspected before a refund can be provided. Items sent back to us without first requesting a return will not be accepted.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.