FAQS
FAQ'S (Frequently Asked Questions)
SHIPPING POLICIES
WHEN WILL I GET MY ORDER?
All products are shipped from Chattanooga, TN. Order processing time is currently 4-5 business days. This means I have up to 5 business days to make & package your order -- and THEN it will be shipped. Business days are Monday- Friday 11:00am-8:00pm. Once you place an order, you will receive a confirmation email that your order has been received.
PLEASE keep in mind LupusNLepus is a small, single-woman owned business. I assure you that I will prepare and ship your orders as quickly as possible.
Extended processing of a bulk order will be conveyed to you when we discuss what you are needing. If an item and we have discussed prices of and I have made you your own specific listing for your order I will also give you an ETA on processing time on that custom large order. I may need to order more supplies and receiving those supplies will determine your ETA.
HOW CAN I TRACK MY ORDER?
Once an order has shipped, you will receive a tracking number via email. If you have any tracking inquiries or issues, please contact USPS, the primary carrier for LupusNLepus. They will be able to best assist you. Please be advised that shipping times may vary, and I unfortunately do not have control over shipping delays that may occur during transit.
NOTE: *If you place an order that contains ONLY stickers, your order will ship as a a First-Class stamped letter. This order does not include tracking. You will still receive a confirmation email letting you know your order has been mailed.*
WHAT HAPPENS IF AN ITEM ARRIVES TO ME BROKEN?
Please be assured that I take great care in packaging my items to prevent damage in shipment. However, once the package leaves my shop, it is in the hands of the postal service. If your item was damaged in transit, please reach out and send us a photo via email within 3 days of receiving your package. If we do not receive a photo via email within 3 days of receiving the package, we unfortunately will not be able to replace your items. Replacements are issued depending upon availability of product.
WHAT HAPPENS IF MY PACKAGE GETS LOST IN TRANSIT?
LupusNLepus is NOT responsible for packages that are lost or damaged during shipping. If it seems like your package may be lost in transit, please allow extra lead time for the package to arrive. Occasionally packages may take a longer or alternate route, but they will still arrive to your address. If for some reason your package does not arrive, please contact USPS and file a claim with your tracking number so they can better assist you in locating the package.
WHAT HAPPENS IF I GAVE YOU THE WRONG ADDRESS BUT MY PACKAGE HAS ALREADY SHIPPED OUT?
LupusNLepus IS NOT RESPONSIBLE FOR ANY CUSTOMER INPUT ERROR.
***PLEASE be mindful to include the correct address, any promo codes, and correct credit card information at checkout. We are NOT responsible for customer input error! Promos cannot be added after an order has been placed. Changes to address can not be made once the package has shipped. If an order is returned to us due to incorrect shipping address, the buyer is responsible for additional shipping fees to resend the package.***
REFUND POLICIES
CAN I RETURN MY ORDER?
ALL SALES ARE FINAL. At this time, we do not accept any returns. A lot of the items I sell here are custom tailored to you. Unless you are sent the wrong item by any chance, returns will not be accepted. Please carefully check product descriptions and sizes before purchasing. If you are unhappy with your order, please reach out to us via email so we can make it right!
CAN I CANCEL MY ORDER?
If for some reason you need to cancel your order, please contact me immediately. Once your order has been shipped, I can no longer cancel it for you.
IF YOU HAVE ANY QUESTIONS OR CONCERNS, PLEASE EMAIL ME AT LUPUSNLEPUS@GMAIL.COM
GENERAL QUESTIONS
How do I make toppers? I bought blanks from you and I don't know what to do now!
I have made a step by step guide on this website. You are responsible to buy any additional items needed to make toppers. There are many different ways and you may even invent a new one. Here is the link!
CAN I BE NOTIFIED WHEN A PRODUCT COMES BACK IN STOCK?
YES! Find the item on the site that you would like to be notified for. Click on the item and then select "Notify me when available." You will automatically be sent an email when that item comes back in stock.
DO YOU TAKE CUSTOM ORDERS?
Yes I do! Are you planning a wedding? A baby shower? Tell me what you are looking for and we can discuss a reasonable price that works out for you and me!