Processing & Shipping Info

Processing & Shipping Info

In this article, you can find important information regarding our product processing, tailoring and shipping information to include the topics listed in the catalog (hyperlinked to the appropriate section for ease of access).

Processing Orders

Processing/customization times will vary slightly depending on the product ordered.

Off-the-shelf products
Some of our products are off-the-shelf, which means they are in stock and ready to ship. Processing time before shipment is usually less than 48 hours. These include Final Sale items, Clearance Sale items, and any item labeled “Ships in 48 hours” on the item detail page.

Customized Merchandise
Most of our products are made to order, which means that we only begin custom production (including personalized custom jewelry and custom custom orders as well as sample production) after an order has been confirmed, and it may take several weeks for us to complete a sample or personalized custom product before it can be shipped.

Production times vary by product category.

Shipping time differs for different places. Please refer to the table below for shipping method options, shipping time, and estimated minimum shipping costs. Kindly note that the actual shipping fee will be displayed on the checkout page and is determined by the items in your order.

We work hard to make sure that every package arrives on time and in perfect condition, but it is difficult to control what happens to a package once it leaves our facility.

We are not responsible for lost or stolen packages, but we are happy to help if something goes wrong during the shipping process.

Before contacting us, we recommend that you double check your tracking number to confirm the status of your order and try to take the following steps based on the status:

Marked as Delivered:

• • Check with your neighbors, the rest of your household, your leasing office, and/or your building manager to see if the package was accepted or delivered to them by mistake (which happens all the time).
• • If marked as delivered in the last 24 hours, give it one more day (unless your event is urgent), as carriers will sometimes mark a package as delivered prematurely. Please contact us if it doesn’t show up by the 48-hour mark.
• • Please note that if you do not confirm the delivery within 7 days from the date the parcel is delivered, our system will automatically update your order status to “Completed”.

Still in Transit:

• • The carrier may have gotten delayed and updated their estimated delivery window. As long as the tracking status was updated recently (in the past 2-3 days), everything should be fine, just wait for the package to be delivered.
• • If you are still concerned, you can reach out to the carrier directly to see if you can get an update. The carrier will always have the most up-to-date information.

Pending Delivery:

• • If your tracking status shows delivery as pending, reach out to the carrier to see if they can provide you with an explanation.
• • Sometimes packages get marked as pending if conditions are too dangerous for drivers or if the carrier is experiencing an issue on their end.

If none of the above works, and you have spoken with the carrier and they are unable to assist, please contact our customer service team with your order number and your needs. We’ll see what we can do to help.

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