Shipping and Refund Policy
Do you accept returns, exchanges or alterations on personalized embroidered items or customized items after delivery?
Due to the custom nature of the items, we do not accept returns, exchanges or requests for alterations after delivery. We ask that you communicate any specific requests through our message conversation during the order process. We only know about a preference or request if you specify it in your message. We will always do our best to accommodate your requests!
If a sale starts after I place my order will you refund the difference?
The price paid is the price of the item at the time of your order. For example, if the item is in a 10% off sale a week after you order, we do not go back and refund all previous customers that 10% off amount.
What if my item is returned to the sender/seller after it's shipped?
If a customer's order is returned to the sender/seller for ANY reason the customer is responsible for paying for re-shipment.
My order did not reach me on time. Can I return it?
Sometimes there are delays in transit times across all of our shipping carriers, and these will increase in the holiday season. We cannot guarantee that a shipment will arrive by a specific date, even if the tracking provides an estimated delivery date. We have had cases where a shipment is significantly delayed and shows as unscanned even if it was shipped. You will definitely get your shipment, but we are in no position to guarantee the timeline. We cannot refund or cancel orders if they did not reach on time. If your order did not reach on time, please contact us and the shipping carrier. We try our best to work with you but don't control shipping. Please understand, NO returns are accepted.
Do you offer refunds under any circumstances?
There are no refunds since embroidered items are custom. If an item is damaged in shipment, we have insured its value up to $100 and you can submit the claim to Canada Post or USPS online to have that insurance amount sent to you as a check in the mail. If you would like more than $100 of insurance please let us know at the time of purchase. Note that when submitting an insurance claim **You MUST have photos of the item and the box/packaging and you must retain the box/packaging to take to the post office if proof of damage is required. Shipping insurance MAY also require that the customer take the damaged item to a waste yard for disposal and obtain proof of disposal. NOTE that any damage must be reported to our shop within 48hrs.