Question 1

How long does it take to receive my product(s)?

Accepted Answer

From the time you order until the time you receive your items is usually between 3-5 days for Local pickup and 7-14 days for shipping. Due to high demand, holidays tend to have longer turnaround times for pickup and shipping.

Question 2

Can I use any image or logo for my custom product?

Accepted Answer

Yes! We will put whatever image you want on your products as long as it is a clear photo with no watermarks, marks, etc. covering the image.

Question 3

Can I pay you when it's done?

Accepted Answer

No. Every product is handmade and I will not start an order without payment in full first. Thanks for your understanding.

Question 4

Will my product be exactly like the picture?

Accepted Answer

All products are handmade so results may vary slightly, and colors look different depending on what monitor or screen you are using. However, in no event will you get a product that is completely different than what you ordered.

Question 5

Once my order is placed can I add something to it, or add another item to that order?"

Accepted Answer

Unfortunately, once an order is placed you can not add on other items. You will need to place a separate order.
 
This helps to prevent mistakes and confusion. Also, items have different weights, which is accounted for in the shipping price.

Question 6

Do you accept rush orders?

Accepted Answer

Yes! Rush order is any order that is placed and due in less than a 5 day period. Some items do not qualify, which will be listed in the product description.
 
There will be an extra fee of $20 per order up to 10 items and $50 per order up to 20 items. If you have more than 20 items, contact me BEFORE requesting a rush order. Also, we highly recommend choosing priority shipping when checking out.

Question 7

What happens if my package gets lost or damaged?

Accepted Answer

If your product is lost or damaged contact us at customer support natalie@owldesignit.com within 3 business days and we will instruct you what to do from there. Please be ready to show proof of damaged items and in some cases you will be required to mail it back to us.

Question 8

Do you give refunds for custom products?

Accepted Answer

Due to the fact that we customize each product for you specifically, we can not restock items and therefore NO REFUNDS will be given. However, customer service is very important to us so we will fix any order that is incorrect.

Question 9

Can I track my order? How?

Accepted Answer

Yes! You will be sent a tracking number once your product has shipped. It may take 24-48 hours to update.

Question 10

Is there a discount for ordering in bulk quantities?

Accepted Answer

Yes, Fill out the Cotanct form to get a specific quote.

Question 11

Can I stock your products in my personal shop/boutique?

Accepted Answer

Yes, we will need to have a signed and notirized agreement upfront that spells out our terms. Fill out the contact form to make an inquiry or start the process.

Question 12

Instructions for caring for my products?

Accepted Answer

For long lasting products we recommend the following instructions:
 
CLOTHING-
- Treat them as you treat your other clothing items when washing and drying.
- If you must iron, turn the garment inside out.
- Clean stains immediately because the longer they sit, the harder it will be to get them out.
 
DRINKWARE/ACCESSORIES-
- Hand wash all drinkware and accessories! We do not recommend you dish wash or microwave your drinkware products if you want them to last longer.
- Do not use hard scrubbers. dish rags and microfiber cloths work just fine.
- Do not soak. Wash dish then immediately sit out to dry.
 
**All rhinestones and accessories are strongly attached with industrial strength adhesive that will not fall off easily. However they are delicate items and should be handled with care. We cannot guarantee that these rhinestones and accessories will last forever, but with proper care they will last you a while.

FREQUENTLY ASKED QUESTIONS (FAQ)

ACCEPTED PAYMENT METHODS

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How long does it take to receive my product(s)?

Can I use any image or logo for my custom product?

Can I pay you when it's done?

Will my product be exactly like the picture?

Once my order is placed can I add something to it, or add another item to that order?"

Do you accept rush orders?

What happens if my package gets lost or damaged?

Do you give refunds for custom products?

Can I track my order? How?

Is there a discount for ordering in bulk quantities?

Can I stock your products in my personal shop/boutique?

Instructions for caring for my products?

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