Where do you ship?
Right now, we're only shipping to the U.S. and Canada. We had some bad luck shipping internationally in the last couple of years (mostly due to unpredictable COVID restrictions) so we don't want to offer anything we can't fulfill. But if you're outside the U.S. or Canada and are interested in placing an order, let us know and we'll see what we can do!
When will my order ship?
Orders will ship from Albuquerque, NM within 1 to 3 business days. Please note -- your order will be shipped to the address you entered in your order. If you need to make a change to that address, send an email to firstname.lastname@example.org right away! If your order is returned as undeliverable, you will be refunded the cost of the products (but not the shipping cost).
Why didn't I get an order confirmation or tracking details?
Sometimes customers choose to place an order using a phone number instead of an email address. Customers who use a phone number will get order updates by SMS. In this case, be sure to check your text messages! If you do enter an email, please check your spam folder. If you still can't find what you're looking for, email us at email@example.com.
Why does my tracking say "pre-shipment" or "Label Created, not yet in system"?
When we print the label for your order, the tracking number is generated. Then we take it to the post office and it is scanned. Usually tracking information shows up right away or within a few hours, but USPS works in mysterious ways and can take a while to update tracking information or provide an estimated delivery date. But rest assured, the precious cargo is on its way!
What if my package is missing?
Once USPS has your order, we are at their mercy and can't do anything on our end. Usually things go smoothly and your package arrives on time with no issues. But we know that sometimes things happen. If you keep checking your tracking information for days and your package isn't moving toward its destination, please contact your local post office with your tracking information. You can also enter your tracking information here to report it as missing. Usually that's all USPS needs to magically find the package (unless there are normal delays due to weather, etc)!
I got a notification that my packaged was delivered but I don't see it...
We've been there. Did you double check your shipping address? If your shipping address is correct, we recommend the following:
First, check double the area where it should have been delivered (like in the plants around your front door, for example). Sometimes packages are left in an unexpected spot. If you can't find it, sit tight. Every once in a while, USPS marks a package as delivered but doesn't physically drop it off for another day or two. (We cannot begin to understand why!) Or they might have delivered it to the wrong house, so you could check with neighbors or hope that they bring it to you. If you still don't receive your order, please follow up with your local post office with your tracking information. Unfortunately, there's nothing we can do as a sender. We promise.
What is your return policy?
All sales are final...
But what if there's a problem with my order?
Ok, we do make some exceptions. In the unlikely event that there is a problem with the product you receive, we'll provide a replacement or refund. If an item arrives damaged, you receive the incorrect item, or some other issue with the product itself, send us an email at firstname.lastname@example.org. Please be sure to take a photo if your package arrives damaged, so we can take it up with the delivery company.
My order is a gift...
We love it! Don't worry, the packing slips do not include prices. They list the "ship to" name and address, the "billing" name and address, and the items. If you'd prefer that we not include the packing slip, just add a note to your order before you check out. And if you want to actually include a card with a note, see below!
Can I add a gift note?
Absolutely! Just pick a card and add it to your cart. If you're purchasing more than one card (one to write in and one or more as the gift), be sure to let us know which one to write on in the "NOTE" for your order. Then you can add your gift note in the Message field.
Any other questions?
Send us an email at email@example.com. Be sure to include your order number (if you have one). We'll get back to you as soon as possible - usually within one business day.