Office Hours and Response Times:
Hand Lettered Design is open 7 days a week for placing orders and packages ship Monday -Friday (unless it’s a national holiday). We are available for correspondence to help with your order Monday - Friday from 8am - 4:00 pm EST. We do not respond to emails on the weekends or holidays as we are spending time with our family. We try our very best to respond to all messages within 48 hours and answer messages on a first come, first served basis.
We try very hard to describe our products in detail on our website and due to the nature of our products, we cannot accept returns of used productrs. (If you have any questions about the product, feel free to contact us by using the help button at the bottom of this page). For unused products we ask that you mail the product back and there is a $6 restock fee.
In the instance that the physical goods that you receive are defective or damaged, we will gladly exchange your item for a new one. Once the product is shipped back to us, we will exchange the item or refund the purchase price.
If you'd like to exchange unused material for something else in stock we ask that you first contact us and let us know what you'd like to receive, then ship back the unused materials. We ask that you pay a $5 to help partially offset the shipping cost for the second delivery.
Shipping & Shipping Times:
Packages typically ship within the next business day from the date of your order, but there are exceptions to that. For example, on Black Friday we might need 4 days to get your order out the door, but our average is 1 day handling. We ship with the United States Post Office, Fedex, and UPS, and delivery times vary depending on your location. Delivery time can be as short as 2 days but could be longer depending on circumstances, we can't guarantee a specific delivery date but we have had good performance from all our shipping providers. Once a package has left our facility, a tracking number will be emailed to the purchaser. We are not able to control or provide special instructions to the post office, Fedex, or UPS.
Free shipping inside the United States is automatically applied for orders over $25.
We rely on the post office, Fedex, and UPS to deliver packages in a timely manner and they are usually successful in delivering items on time. Occasionally, packages may be delayed in shipment due to bad weather or other circumstances. In these instances we are unable to do anything to make it happen faster. Once the package has left our facility, we have no control over the shipment.
If you've paid for expedited delivery and your package is in transit for more than 2 days (i.e. more than 2 business days from the day we mailed it) then we are able to make a claim with Fedex or UPS for the cost of shipping. This typically takes 60 days to process.
A lost package is considered lost if it has been in transit for over 15 days and the post office is unable to find the package. The post office provides a service to find missing mail. We, as the sender, are required to allow 30 days to pass from the shipment date before we can file a lost package claim. *Please Note: After 15 days, the buyer can open a claim on their own by going direct to this link. After 30 days, if the buyer hasn't already filed a claim on their own and has notified us that their package is lost, Hand Lettered Design will file a claim with our vendor for a refund. At that time, if the product is in stock, we will send a replacement item to the buyer or issue the buyer a refund.
We are required to provide the post office these minimum days to attempt delivery before the claim is eligible for a refund. We are a small business and want to offer the best customer service that we can while keeping the cost of our products as low as possible. We are not able to ship replacement items until we receive the claim from the Post Office. Thank you for understanding!
Please note: The buyer must notify us within 60 days of the purchase date if their shipment has been lost. After 60 days, we are no longer able to assist the buyer in filing a claim.