Frequently Asked Questions
SHOPPING
How do I place an order?
Place products in your shopping cart by selecting the appropriate color and size of each item and then clicking "Add to Cart". When you're ready to purchase, click "Check Out". If you're a returning customer, simply log in and select your payment method and shipping address.
Do I need to “Register” in the store to be able to make a purchase?
No, you may also choose to complete the order as a guest without creating an account. Please be aware if you do not create an account then your order information will not be saved and you will not be able to log in to review your order history.
What information is stored if I “Register”?
All your contact information and order history are saved when you create your customer profile. Complete the easy to follow format in creating your customer profile.
How do I know if the price will be changing for an item?
Prices are subject to change at any time without notice.
How will I know if there is a backorder with my order?
If an item color or size is temporarily unavailable at the mill then you will receive an emailed notification with all available options. Generally, you will not be able to order an item that is out of stock at the mill.
PAYMENTS
What payment methods do you accept?
You may purchase by using your Visa, MasterCard, American Express, or Discover card. For your protection, the name and billing address you enter on your personal profile must match your credit card billing statement so we may process your order.
Is my credit card info saved after I place an order?
No, we do not save credit card information for security reasons.
Can I use gift certificates to pay for my order?
Yes, you may use one or more gift certificates to pay for all or a portion of an order. You can use a credit card for any remaining balance due.
PRODUCTION TIME
Is my order shipped right away?
We do not stock inventory of any branded merchandise. It’s created on-demand after your order is placed. Production time is generally 10-14 business days from the date of receipt plus the shipping time. Orders received over the weekend will count as if they were received on Monday. Production includes the time to receive the items that were ordered from the mill which generally take 2-4 days. It also includes the time to individually decorate the items and prepare the order for shipment.
SHIPPING
Will I receive a notice when my order ships?
Yes, you will receive an email notification which includes the ship method and tracking number.
How long does it take to receive my order after it ships?
Delivery generally takes 1-4 days after your order ships. Once you receive the tracking info you will be able to see when to expect delivery.
What are the shipping costs?
Please see the SHIPPING RATES page. These are subject to change based on the carrier’s current rates.
How is my order shipped?
Most residential orders are shipped via USPS Priority Mail. The US Mail service will pick up the order and deliver it directly to you. Depending on the item and number of items in your order, occasionally UPS or FedEx will ship it.
Can I ship to a P.O. Box?
Orders cannot be shipped to a P.O. Box as they might be shipping via FedEx Ground which does not allow delivery to a P.O. Box. If a P.O. Box is submitted as the shipping address it will be determined to be an incorrect shipping address. See above.
Where do you ship?
We ship to the contiguous 48 states.
What will happen if I enter an incorrect shipping address by mistake?
Please visit the Contact Us page immediately and let us know if you have any updates to your shipping address. Please INCLUDE YOUR ORDER NUMBER in all correspondence. If an address is incorrect and a shipping label has not been created then we would more than likely be able to make the correction.
If an address is incorrect for a Priority Mail shipment then it is considered undeliverable. A new order would need to be placed.
If an address is incorrect for a FedEx Ground shipment and FedEx is able to correct the address, then a $15 change of address fee will be subsequently assessed along with any updated shipping fees. A payment link will be emailed to you for immediate payment prior to delivery. If FedEx is not able to correct the address then it is considered undeliverable. A new order would need to be placed.
RETURNS / EXCHANGES / REFUNDS
Can I return or exchange any items that I order?
No, we do not accept any returns, exchanges, or refunds as we do not keep inventory.
Can I return any damaged items that I received?
Absolutely! Please submit a claim on the Contact Us page for any damaged goods that you received. Please do not send back any damaged items without prior authorization. Claims for damaged goods must be submitted within 1 week of delivery. Please hold onto any damaged items until we contact you as we might need to return them to the mill for credit. Please INCLUDE YOUR ORDER NUMBER in all correspondence. This number is shown in the subject line of your order confirmation email.