Shipping and Returns - FAQ
Where do you ship from?
We are located in the United States, specifically in southeast Virginia!
How fast do you ship?
Unless otherwise noted, we try to get orders out within 2-3 business days. Custom items take 2-3 days to process and will shipped once they're ready. During super high-volume times, we will update the header of our website with expected delays. We do our best to ship orders as soon as possible, but it depends on the number of orders ahead of yours. If you have a specific "need-by" date, please leave that information for us in the notes at checkout. Telling us your date does not guarantee that it will arrive to you by then, but we may be able to let you know if you need to upgrade shipping if necessary. Please email us with any urgent requests.
How long does it take for orders to arrive?
Shipping times are dependent on the method you select at checkout. Once we have shipped your package, we cannot be liable for transit times, weather-related delays, or service interruptions. **DUE TO THE COVID-19 PANDEMIC, CARRIERS ARE NOT GUARANTEEING DELIVERY TIMES. PLEASE PLACE YOUR ORDER WITH AMPLE TIME FOR SHIPPING AND/OR HOLIDAY DELAYS. Depending on the shipping method you select, your order may take anywhere from 2-12 business days to arrive (within the United States). Shipping to International destinations varies widely. Please note that we are not responsible for service transit time. Transit times are provided by the carrier, and may vary by destination - especially during peak shipping periods. Packages shipped within the United States will be shipped by USPS, UPS, FedEx, or Smart Post, depending on weight and your preference at checkout. If you would like to purchase upgrades such as insurance or signature confirmation, we will be happy to provide those services at your expense. Shipping time is in addition to standard processing time. Shipping times are estimates, and are not guaranteed.
Do you offer coupons or discount codes?
The best way to find out about discounts or coupons is via our newsletter - make sure to sign up for our mailing list!
Do you charge sales tax?
We charge and remit sales tax on sales within Virginia. If you reside outside of Virginia, it is your duty to report any taxes owed on internet purchases.
Can you add a gift note to my purchase?
We're happy to include a hand-written gift note. Just let us know what you'd like it to say. And of course, we won’t include a receipt with a gift!
I gave you the wrong shipping address. Can you change it?
Please let us know of changes ASAP since we ship super fast! After the package has left our facility, we will be unable to make any changes. If the package is returned by the carrier, we will be happy to issue a refund for the items, or re-ship to a new address, but you will be responsible for the re-ship charges.
I received my order and one of the items is incorrect/missing/damaged
Oh no, we're sorry! Please let us know what you ordered and what you received in its place. Missing, incorrect, or damaged items must be reported to us within 2 days of receipt of the package. We will send you a claim form to fill out and sign. Please keep the entire contents of the package handy until you've filled out your claim form. We may need photos of the damaged parcel in order to file a claim.
Can I return part of my order?
We want you to be happy with your purchase! If the products you selected didn't work out, we will accept returns for most items within 30 days of the original purchase date.
Please note: Return shipping costs are the responsibility of the customer, and original shipping costs will not be refunded. If you received a promotional discount on your order, that amount will be deducted from your return.
Items must be returned in unused condition in their original packaging within 30 days of original purchase date. Returns received past the allowable date (as shown on your packing list), or containing ineligible items will not be refunded.
Make sure to ship returns in a sturdy box, as damaged returns cannot be accepted. We do not accept returns in paper or padded mailers.
The following items are final sale and cannot be returned: Custom products created just for you, candy/food products (including sprinkles), seasonal/holiday specific items, individual balloons, clearance items.YOU MAY INITIATE A RETURN BY CLICKING HERE
What happens if I refuse the delivery, or I am not home to accept the delivery?
All carriers will charge a fee to return the package to the sender. Since we shipped the package on your behalf, you will be liable for the return shipping fees if you refuse delivery, or if an attempt has been made multiple times by the carrier with no success.
The tracking on my order says it was delivered, but I never received it - can you help?
Once the package has left our facility, it's more effective to contact the carrier directly. Make sure to have your tracking information handy so they can help you track it down. On occasion, packages are lost or stolen in transit. We can not be liable for packages once they have been delivered to the carrier. Unless you have opted to insure these packages, we can not be responsible for any refunds on lost or stolen packages. If package theft is a concern, please consider shipping to a PO Box, your business address, or a trusted neighbor that will be home to accept your delivery.