PRE-MADE / NON-PERSONALIZED ITEM

Must be returned or exchanged within 7 days of receiving the Item(s). Item(s) must be unused and undamaged. Buyer is responsible for the return shipping cost. Once we receive the item(s) at our facility, a refund, not including the original shipping cost, will be processed.

PERSONALIZED/CUSTOM ITEMS

ALL SALES ARE FINAL ON CUSTOM ITEMS.

Due to the custom nature of our items-Once production is in progress, orders cannot be changed or canceled. Any changes or cancellations will incur a cancellation fee. Cancellation fees will vary depending on how far along we are in production.

Custom items are non-refundable. If there are any discrepancies with your order please contact us immediately.

SALE ITEMS

ALL SALES ARE FINAL ON SALE ITEMS.

Multiple promo codes cannot be combined. Promo codes cannot be added to sale items. Unless otherwise explicitly stated.

SHIPPING CARRIERS

DOMESTIC

All domestic orders will be shipped using either USPS or UPS. All shipments will be tracked. We will send you the tracking number(s) for your order via email as soon as the shipment is processed. All shipments will be insured for the value of the items purchased. Any add-on shipping services will require an email to us at the time an order is placed. There may be additional fees incurred for add-on services. Those fees are the responsibility of the customer.

INTERNATIONAL

Will ship via USPS First Class International Mail, USPS Priority Mail International, UPS Worldwide, or Global Post. * Note, all applicable customs and import duties and fees, taxes and any other charges and fees are the responsibility of the customer. Please note that most of our items are highly fragile and require additional support to ensure safe transportation of your custom products.

SHIPPING RATES INCLUDE

• Postage Fee
• Insurance for total value (coverage for loss or damaged packages)
• Packing materials to ensure safe transportation (double boxing, peanuts, tissue paper, bubble paper, tape, fragile stickers, etc)
• Full tracking number (USPS First Class International excluded)

All orders will be checked & packaged carefully to ensure safe transportation. If there are any discrepancies upon receiving your order, please contact us immediately.

SHIPPING TIME ESTIMATES

All premade and personalized items are made to order! We will rarely have multiple items in stock at this time.

• 1 - 3 estimated business day for processing
• 2 - 7 estimated business days for domestic shipping (contiguous United States).
• 10 - 15 estimated business days for international shipping. This is a close estimate, but may vary depending on where the item is being shipped to, customs, and transit delays.

Please remember we are still a small business and our stock of materials is limited due to space. This may sometimes put us at our material providers mercy. We hope to expand our work and storage area as soon as we are able, limiting any possible shipping delays.

LATE DELIVERY

In the event that there is a delay during transit (i.e. weather related delays, lost packages, customs holds, etc..) we cannot be held responsible on behalf of the carrier. Custom orders remain ALL SALES FINAL.

DAMAGED CONTENTS UPON DELIVERY

If your package arrives damaged, please take photos of the packaging and the damage to the products, and please contact us immediately at ontheway@purplehousedesigns.com, so we can file a claim with the corresponding shipping service. Please send all photos of package damage at the time of contact. We will get new item(s) sent out as fast as possible. Please hold onto the damaged item(s) and packaging in case the shipping provider requires a pick up for further inspection.

Replacement items will be sent using the same shipping method as the original purchase. If your order requires expediting, there will be an additional fee (Half the difference in cost between original shipping method and the expedited shipping).

Please confirm the address entered at checkout or on PayPal matches your shipping address, as that will be the address we ship to. Additional charges due to insufficient address or return shipments will be billed to the buyer.

DEFECTIVE PRODUCTS

If you have received an item that appears to be defective, please contact us with your order number and a photo of the defect and we will advise on replacement options.

For defective & damaged items:

Replacements will be processed with our standard production time. If your order requires expedited production and/or shipping, an additional fee will apply. If rush was already purchased on the original order, we will do our best to process the order as quickly as possible for you. Please provide the needed by date in your email.

INTERNATIONAL CUSTOMS AND IMPORT DUTIES AND FEES

All applicable customs and import duties and fees, taxes and any other charges and fees are the responsibility of the customer (even if you refuse any shipments upon delivery). We ship your package DDU (duties and taxes unpaid) and we do not collect VAT, therefore we cannot predict what your particular charges may be. If your order does require these additional charges, they must be paid for by you in order for your package to clear customs. Some countries may require additional fees paid Collect on Delivery (COD). These fees are paid to the local carrier and are not collected by us.