Embroidered, Personalized & Monogrammed Unique Gifts

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We hope this information answers any questions you might have about when your order will be processed and shipped. But if not, please send us an email or give us a call. We're always glad to help!

How do I place an order?
Is my credit card and personal information safe?
How soon will you ship my order?
What if there's a problem?
Will you ship to APOs or FPOs?
What if I need my order quickly?
What if I need to cancel my order?
Can I return an item?
Can you ship outside the U.S.?
How much is shipping?
What if my order arrives damaged?
Can I track my order?


How do I place an order?

You can place your order online, 24 hours a day, 7 days a week, 365 days a year. Or, if you'd rather, just give us a call and we'll be glad to take your order over the phone. (It's really nice to actually hear our customers' voices!)

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Is my credit card and personal information safe?

Absolutely! Your cart and purchase is actually handled securely by PayPal during your checkout. Here's what PayPal has to say:

PayPal protects your financial information with industry-leading security and fraud prevention systems. When you use PayPal, your financial information is not shared with the merchant. Once your payment is complete, you will be emailed a receipt for this transaction.

What this really means is that PayPal has taken very strong measures to safeguard your information. We have the utmost confidence in PayPal; in fact, we even use it ourselves!

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How soon will you ship my order?

Since we do all our own embroidery right here in our studio, we can ship almost all personalized orders in just 2 business days (that's pretty fast!) Some of our more elaborate baby gift baskets will ship in 3 business days. If you've ordered an item that isn't personalized, we will usually ship your order the very next business day.

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What if there's a problem with my order?

If we ever have any doubt at all about what you're ordering, or some part of your order isn't crystal clear, we'll send you an email. If we don't hear back from you, we'll call the number you listed with PayPal. Then we'll try to reach you again. If that doesn't work, well, we promise we will do the best we can with the information we have.

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Will you ship to APOs or FPOs?

Most certainly! We support our troops -- and their families and friends. We can track your order as far as to the military facility that will ultimately ship your package outside the U.S., but unfortunately, no further. You will probably have to wait to hear from the recipient to tell you that your order has been delivered.

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What if I need my order quickly?

No problem! We can ship your order the very next business day; just select the "Rush Order" option when you add an item to your shopping cart. If you need your package delivered by a certain day, just give us a call and we'll let you know the best rate possible and the carrier we recommend to get the job done right.

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What if I need to cancel my order?

If, for some reason, you need to cancel your order, please call us immediately. If you've placed an order for an item that isn't personalized and we haven't shipped it yet, or the order is for a personalized item and we haven't starting working on it yet, we'll be happy to cancel the order and promptly issue you a full refund. If, however, the order is for a personalized item, and we have starting working on it, we'll have to prorate your refund according to the amount of time and materials we've already spent.

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Can I return an item?

So long as you contact us within 7 business days of receiving your order (that gives you enough time to look it over, see if it matches your favorite outfit, make sure it's really what you want), and the item wasn't personalized, we'll be glad to accept the order back. Just box it back exactly the way you received it, and send it right back to us. Please insure the package when possible; if it's damaged on the way back to us, we won't be able to issue you a refund (we're sorry!). Clearance or Sale merchandise is not returnable.

If we've personalized an item for you, we simply can't take it back (again, we're sorry!). If for some reason, you refuse delivery of an order without talking to us first, we won't be able to issue a refund, either. So for both our sakes, let's make sure we contact each other before taking action.

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Can you ship outside the U.S.?

Sure! But, to be on the safe side, please contact us first when you need to ship an order outside the U.S. or Canada.

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How much is shipping

Shipping is based solely on the dimension of the box, weight, and distance. If you'd like to see how much shipping is for a particular item, place the item in your cart. Then select the state and zip code for the destination. You'll be able to see the different carriers, the different options, and the charges for each type of service.

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What if my order arrives damaged?

If you've chosen UPS as your carrier:
Should your package arrive in less than stellar condition, we will contact UPS to initiate the claim process. Please make sure you keep all original packages and materials so UPS can substantiate any damages. In the very unlikely event UPS loses your package, all orders valued up to $100 are automatically insured.

FLASH NEWS!

If you've chosen USPS as your carrier:

If you've received a package that has been damaged (or didn't receive your package at all!), and was shipped to you via USPS Priority, please call us right away. We'll begin the claim process for you from here. According to USPS, we need to wait 21 days from the date we shipped your package to file a claim for a lost package. Once our Postmaster has assured us that our claim has been processed correctly, we'll reship your item immediately, and we will wait to be reimbursed from USPS.

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Can I track my order?

If you've chosen USPS, not exactly. USPS offers delivery confirmation, so we'll know when your package arrives, but we can't track it along the way. If you've chosen UPS as your shipping carrier, you'll receive an email from either UPS or us, telling you when your package was shipped, along with a tracking number.

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To place your order by phone, call (757)285-2207
9 a.m. - 9 p.m. EST, Monday - Friday
or
Send Us An Email
Personalized Gifts by Caroline
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