How long after I place my order will the item be shipped?
We ship all orders within 3-6 business days typically since most of the products are made to order. If you select Expedited Dispatch at checkout, we aim to ship your item within 1-2 business days. This option is not applicable for dog tag and engraving items.
Each item that we offer is guaranteed to be made with so much love and care.
During the holidays, processing time may take longer than usual. Please check with our support team to be guided by the updated processing times.
Which carrier do you use?
For USA Domestic orders, we use USPS First Class with tracking.
For Canada orders, we use UPS, running on an equivalent to First Class International service.
Shipping is FREE for all orders shipped to USA and Canada.
Once the package has landed in the destination country, it is delivered by the domestic mail carrier in that country.
How long does it take to arrive?
We ship all orders from our USA factory. Most products ship within 2-6 business days. Once shipped, we see delivery happen within the following timeframe:
- USA - Within 2-5 business days
- Canada - Within 7 -15 business days
These timeframes are typical, and sometimes local carrier issues may mean you item arrives slightly later than this.
What should I do if I don’t receive my order?
Please contact our support team, quoting your order number from the confirmation email/SMS message. We'll help track down your order.
Can I pay extra for my order to be delivered faster?
Shipping to US and Canada for all orders are FREE. You have an option to Express order processing (expedited dispatch) at checkout for domestic orders. Your order will be prioritized within 1-2 business days. Currently, we do not have the option for Express shipments. The first class (or equivalent) service we ship packages is the only service we use at this time.
What about custom fees/taxes?
If fees are charged by customs, they are payable by the recipient. Usually, though, 1-2 items rarely attract custom fees, except in countries where there is a very low or no tax-free threshold.
Shipping insurance is offered at checkout. It's provided by LUF Gifts and covers you in case the item is lost, stolen, or damaged in transit. Due to the increase number of lost and stolen packages, we highly recommend that you purchase a package protection service. To make a claim, contact our support team.
Please note - shipping insurance is non-refundable once your order has shipped.
1. Item Lost In Transit
If you purchased shipping insurance (package protection service), please contact us and we will reship your order as soon as possible.
If you did not purchase shipping insurance, please contact USPS to help you find your missing package. Here’s the url to help with you search https://www.usps.com/help/missing-mail.htm
2. Tracking Shows Delivered But Item Is Not Received
We are not liable for packages where the tracking shows as delivered. If you received the delivery confirmation notification a short while ago, please give it a few hours then check again, sometimes the USPS or carrier scans a package as delivered even before they have physically delivered it.
Even though the USPS tracking shows a status of “delivered”, sometimes the tracking is not correct. it’s rare that a package is actually “lost”.
Another household member could have received the package and placed it somewhere within the residence. Check with other household members and neighbors to see if they’ve received the package.
The package may still be on the truck or at the Post Office. Wait a few days past the “delivered” date shown on the tracking. This same scenario has actually happened to me. I waited a several days after the tracking showed “delivered” and my package showed up 2 days later.
The package was delivered to the wrong address, perhaps a nearby neighbor. Please check with neighbors, your postal carrier and/or call your post office and inquire.
The Post Office now has GPS info on all scanned delivered packages, Contact your Post Office and have them check the actually delivery address.
If all the above steps fail to turn up the package, then the issue may be related to stolen mail. Initiate a “stolen mail” report with USPS Postal Inspector’s office. You will need to complete a USPS affidavit affirming the status of the package as “stolen” (and a USPS Postal Inspector may contact you).
In addition, you should also complete a stolen mail report and if necessary, a homeowners or renters insurance loss affidavit. You might need to file a “stolen mail” report with your local police department so there is a record of mail theft in your area.
3. Item Not Moving
For US domestic shipping, tracking numbers may take up to 24 hours to start updating. If the updates stop during transit, allowing up to 5 business days will usually provide further updates.
For International shipments, tracking numbers start updating 5-10 days after we ship it. This is due to how carrier UPS transports the item to the international sorting hub in New York, and updates only begin once sorted ready for export.
Once the item is showing as in transit, it will pause updates once it leaves the USA. For most countries, it'll start updating again within 15 days, usually once it has cleared customs in the destination country.
4. Returned To Sender
An item may be returned to sender, or it may show as delivered to our Florida factory.
In these cases, the most common reason is that the customer provided an incorrect or incomplete shipping address.
You can check the tracking history to see if the carrier has indicated what the issue was. Although this reason is not always accurate.
Contact us at firstname.lastname@example.org and provide your complete shipping address, including any apartment or unit numbers to request reshipment. We will reship your item once we received the item back.