Frequently Asked Questions
Due to the nature of our products the turn around time is 10-15 business days. All products available in the shop are created through a variety of outsourced printing company and our turn around time is often dependent on theirs. If you have a specific deadline please reach out and we can see what we can work out for you. You are subject to any rushed fees incurred from the outsourced companies as well as shipping expenses if necessary.
Since all products are customized and made to order, there will be no refunds or returns allowed. The only exception to this policy is if I make a mistake on the customization. For example, misspelling a name / personalization information or adding the incorrect monogram from what you provided on the order form. In this event you will have the option of a replacement or store credit. If this has happened for your order, please email email@example.com with your order number, image of the product, and a statement with what is incorrect.
The only other time a refund or replacement will be issued is if the product is damaged in transit by the shipping company. In that case photo evidence will have to be provided, an insurance claim will be filed with the delivery service, and a refund will not take place until the claim is settled.
Lost & Delayed Packages
Almost all packages are shipped UPS (sometimes I use USPS) and once it is mailed, Pep & Pop is not responsible for any delays, lost, or undeliverable packages. As a UPS wife, I ask that you give UPS, USPS, and even FedEx grace daily but especially during the holidays and busy seasons, they work very hard to ensure a quick and prompt delivery. Of course, I will do my best with what I can to help you if there are any problems with shipping!
If you are still curious about a policy or product please feel free to contact me directly by emailing firstname.lastname@example.org or submit your question through the Contact Me page.