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 do not accept returns. (If you have any questions about the product, feel free to contact us!). 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.
Packages typically ship within the next business day from the date of your order but may take up to 5 days to ship from our facility. We use USPS to ship our packages. Once a package has left our facility, a tracking number will be emailed to the purchaser. Packages shipped via Priority Mail are insured. We are not able to control or provide special instructions to the post office other than the service. Once the package has left our facility, we have no control over the shipment.
Packages typically ship within the next business day from the date of your order, however, it may take up to 5 days to process and ship from our facility. Below is the typical amount of time a package is in transit once it leaves our facility:
Free Shipping: 2-10 business days (from when it ships)
Priority Mail: 3 business days (from when it ships)
Express Shipping: 1 business day (from when it ships)
We rely on the post office 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.
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.