FAQS + SHIPPING

 

Holiday Season Shipping Policy

During the busy holiday season, shipping delays may occasionally occur due to high demand on shipping carriers. While we strive to process and ship all orders promptly, please understand that once your order leaves our hands, we have no control over any delays caused by the shipping carrier. Please do not order if you are not okay with possible delays. Cancellations and refunds cannot be submitted once an item has entered production.

Important Notes:

  • Carrier Delays: We are not responsible for delays caused by shipping carriers and cannot provide refunds or returns for delayed shipments, as these circumstances are beyond our control.
  • Made-to-Order Items: As a small business, we make many of our products to order. For this reason, we are unable to accept returns on these items.

We truly appreciate your understanding and support of our small business during this busy season! If you have any concerns or questions about your order, please don’t hesitate to reach out to us.

 

Holiday Processing Times

We’re thrilled by the amazing influx of orders this season—thank you for your support! Most of our items are made to order, and during this busy time, our processing times are as follows: Processing + shipping = Delivery (production begins the day after the order is placed)

  • Candles, apparel, and mugs: 3-5 + business days ( production begins the day after the order is placed)
  • All other items: Standard processing times of 3-5 days
  • Holiday sweaters: Processing time of 5 business days (1-2 days' delay may occur due to high demand and popularity of our items). Please do not order if you are not okay with possible delays. Cancellations and refunds cannot be submitted once an item has entered production.

We’re working hard to ship as quickly as possible, and many orders are leaving sooner than expected. Please allow the full processing time during the holiday rush.

 International Orders

Delivery timelines for international orders vary by country and can range from 15 to 60 days, especially if packages are delayed by customs. If you’re not okay with potential delays, we kindly ask that you refrain from ordering during this time.

Canadian Orders
Due to the ongoing postal strike, there may be shipping delays for Canadian orders. If your order is time-sensitive, we recommend holding off for now as we cannot guarantee delivery by Christmas. Thank you for your patience and understanding!

Shipping FAQs

When Will My U.S. Order Arrive?
Our standard processing time is 2–5 business days. After shipping, orders typically arrive within 3–5 business days.

  • Delivery Date = Processing Time + Shipping Time
    During the holiday season, processing may take an additional 1–2 days depending on order size.

If you need an item by a specific date, please message us before placing your order to confirm if expedited shipping is possible. Unfortunately, we cannot guarantee delivery dates or offer refunds for items not received by a specific time.

Holiday order notice: Please keep in mind that during the holiday season, our processing time may be delayed by 1-2 days due to increased demand of holiday products.

Do Items in My Order Ship Together?
To ensure your items arrive safely, some products may ship separately due to packaging requirements. For example, paper goods like greeting cards and stickers always ship in separate packages. You’ll receive a separate shipping email for each package.

International Shipping
Most international orders arrive within 7–15 business days, but in rare cases, it may take 30–60 days. Customs delays vary by country. If you’re not comfortable with possible delays, we recommend not placing your order.

Order Cancellations & Address Changes

Can I Cancel My Order?

  • Orders for mugs, apparel, candles, and cards cannot be canceled once placed, as they go into production immediately.
  • For all other items, cancellations are allowed within 24 hours of purchase by emailing customercare@untamedego.com.

What If I Entered the Wrong Address?
If you’ve entered an incorrect address, please contact us immediately with the updated information. We can only make changes as long as your order has not shipped. Once an order is in production or shipped, address changes are not possible.

Returns & Replacements

What Is Your Return Policy?
We’re committed to ensuring you’re happy with your purchase! If your item arrives damaged or is lost in transit, we’ll send a replacement at no charge.

Due to the custom-made nature of our products, we do not accept returns on:

  • Holiday items 
  • Apparel, drinkware, and candles
  • Paper goods (stickers, greeting cards, magnets)

Returns are accepted for non-custom items like jewelry, pillow covers, cosmetic bags, and accessories. To initiate a return, email us at customercare@untamedego.com within 7 business days of delivery.

What Happens If My Package Is Returned to Sender?
If a package is returned due to an incorrect address or refusal to pick it up, you’ll be responsible for the shipping fees plus any return charges. If you refuse to pay for reshipping, a 50% restocking fee will be applied, and shipping fees remain non-refundable.

Lost or Delayed Packages

U.S. Orders
If tracking shows your package as delivered but you haven’t received it, please contact your local post office to investigate. Unfortunately, we cannot issue refunds or replacements for orders marked as delivered.

For packages lost in transit (not marked as delivered), we’ll happily send a replacement at no cost. Refunds are not offered for lost packages.

International Orders
If you haven’t received your order within 30 days of your confirmation email, contact us to investigate. After 30 days, we’re unable to process refunds. Customers are responsible for any customs fees or duties upon delivery.

Payment & Order Confirmation

Why Was My Credit Card Charged Twice?
What you’re seeing is likely an authorization hold, which banks use to verify funds. This hold will clear, leaving only the actual charge for your order. If you’re concerned, contact your bank for assistance.

Order Acceptance Policy
Receiving an order confirmation doesn’t guarantee your order has been accepted. We reserve the right to cancel or adjust orders as needed, especially if items are unavailable.