Plain answers to the situations that actually come up, so you know who covers what before it happens. If your situation isn’t covered here, contact us — we’ll review it fairly and work with you toward a practical solution.
Orders submitted and paid before 12:00 pm Pacific Time on a business day begin processing the same business day. This is not a same-day shipping guarantee. We don’t process on weekends or US holidays.
Processing time starts once payment has cleared and, for a new logo, once your logo file has been approved.
| Order type | Typically leaves in |
|---|---|
| Stock order, no logo | Same or next business day |
| Stock order, logo already on file | Same or next business day |
| First order with a new logo, or a changed logo | +1–2 business days while we print your labels |
| 50+ sets in one order | Estimated time shown before you pay |
2–3 days on the West Coast. 7 business days or less anywhere else in the US. We ship with DHL eCommerce out of Laguna Niguel, California.
There are two different problems here and they have different rules, because reshipping too early means your customer can end up with two parcels — and you’d be paying for both.
If tracking shows no carrier acceptance scan within 5 business days of shipment confirmation, we’ll replace or refund that order — your choice.
No additional proof is needed when the carrier’s own tracking shows no acceptance scan.
We don’t reship before that, because stalled parcels usually start moving again and you’d be paying twice.
Orders marked Delivered by the carrier are not automatically eligible for a refund or replacement. We will pull the available delivery scans and open a carrier inquiry the same day you ask.
Ask your customer to wait 24–48 hours and check with neighbours, the front desk, the mailbox and their local post office — most of these turn up. If the carrier confirms a misdelivery, a wrong GPS scan, or a systematic problem with that batch, we’ll review a replacement or credit case by case.
Storms and congestion add days sometimes. We’ll tell you as soon as we know rather than making you chase us.
We ship exactly the address you give us.
| When you need the address changed | What it costs |
|---|---|
| Before we buy the label | Free |
| After the label is bought, before hand-off | The label or address-correction fee already incurred |
| After the carrier has it | We’ll try to intercept, but we can’t promise it |
If a parcel is returned to us because the address was wrong or incomplete, and the products come back in resellable condition, we’ll reship the same products once you pay the new shipping. We won’t charge for the products again.
If the parcel never comes back to us, or you need a replacement sent before it does, product and shipping charges may apply.
Double-check apartment and suite numbers. That one field causes most returns.
Report within 7 calendar days of delivery with clear photos of the product, the packaging and the shipping label. Once verified we’ll replace or refund the affected items and their share of the shipping. You don’t need to send anything back.
If one set in a five-set parcel is damaged, we cover that set — not the whole order.
Free private labelling covers one approved logo, one standard label size and one standard placement, and one label per box. Keep using that logo as long as you like — repeat orders never cost extra.
| Situation | Cost |
|---|---|
| Your first approved logo, and every reorder with it | Free |
| Changing your logo, or adding a second brand | $9.99 set-up |
| Design work — redrawing, recolouring, cutting out a background from scratch | Quoted first |
| Non-standard label size, placement, or more than one label per box | Quoted first |
We’ll always tell you the cost before doing any of it. Nothing is charged without your say-so.
Choose the unbranded option and your orders go out in a plain kraft mailer — nothing printed on it, nothing inside, no label of any kind. There’s no logo to approve, so we can usually set you up the same business day.
The quantities on the catalog page are live from the warehouse. They aren’t held for you until you pay. If something sells out between you adding it and paying, we’ll tell you before charging you — we won’t quietly short your order or substitute a different design.
These are handmade sets, so small variation between sets is normal.
The names, addresses, phone numbers and emails you send us are used only to ship that order. We never market to your customers, never sell or share the data, and never contact them for any reason. Nothing in the box carries our name.
Orders ship after payment clears. You pay on a secure Shopify checkout page — we never see or store your card details. Nothing is charged until you confirm the order.
Last updated 2026-09-28. If any of this changes we’ll email you before it takes effect.