Frequently Asked Questions

CUSTOMER CARE

Here you will find everything you need to know about shopping online with Carolina Dandy. 

Need to reach out? Contact us here!

Production Times

All orders begin production after payment has been received.  Orders will be completed in the order in which they are received.  Our typical turnaround time is 5-7 business days.  This excludes Saturdays and Sundays along with any holiday.  During our busy seasons around holidays, production may take up to 3 weeks. There will be an announcement on our site when product times have been extended.  If you have any questions about production times, please don’t hesitate to reach out, here.

Refund Policy

I want you to love your items from Carolina Dandy! Please read the full descriptions, look at photos, check out the Monogram Guide, and ask questions (here) before purchasing.  I’m here to help you and answer any questions. 

• Due to the personalized nature of our products, all sales are FINAL. 
• Please contact me within 3 days of your order arriving if there are any issues.
• Refunds will NOT be given for a change of heart when it comes to the monogram style or thread color choice. Orders that are embroidered according to your selections are FINAL.

It means a lot to me that you have placed an order.  I want to get your order out to you as soon as possible, which means production begins immediately after receiving your order.  Once the order is placed all sales are FINAL, and cannot be cancelled or refunded.  Please note production times and shop policies before purchasing. Refunds will not be given for failure to do so.  

Shipping Policy 

All rates are calculated by USPS based on package weight and location.  Orders are shipped USPS and receive a tracking number included in the shipping confirmation email. You will receive this email immediately upon shipment. Priority Express is available at checkout. If you choose Priority Express, this rush applies to the shipping only. Your order will be produced and shipped within our typical turn around.

Orders are shipped to the address that the customer enters at checkout. If there is an error, please contact Carolina Dandy as soon as possible.  Incorrect addresses and failed/returned deliveries are the customer’s responsibility.  These are not the responsibility of Carolina Dandy and should this occur, the customer will repay shipping costs.

Carolina Dandy is not responsible for delays in shipping or lost or stolen packages.  Once the order leaves the shop, it is in the hands of USPS and is no longer our responsibility as it is out of our control. Refunds and replacements will not be issued.  All packages are shipped with tracking and delivery confirmation.

If your order has not arrived, yet the package status states delivered, please follow these steps:

1. Check with neighbors, roommates, landlords, and the office at your apartment complex to see if the package was left there.
2. Check with your delivery driver to see where he/she left the package.
3. Reach out to your local post office for assistance. They can give you exact GPS coordinates for delivery.

USPS will sometimes mark packages as delivered while they are still in transit, or may not scan your package at all. Once your order leaves our studio, I do not have any control or anymore knowledge about your package then your tracking number is telling you. If your package says "delivered," please follow the above directions and also be patient with our postal workers as they are swamped with mail.

Coupon Codes and Shop Credit

Coupon codes cannot be applied to shipping, sale items, and previously purchased items.  They cannot be combined with shop credit.  You can apply only one coupon code at a time.  Unfortunately if you forget to apply your coupon code at checkout, I’m unable to go back in and refund the difference. It will need to be used on a future order.

Do you have shop credit? Yay! You will receive a unique coupon code for your shop credit.  You have 30 days to use your shop credit before it expires, that way I can quickly get your order out to you. Use it so you don’t lose it, no exceptions!  Shop credit cannot be combined with another coupon code or discount.  

Custom Orders

Have an idea you’d love to bring to life? I’m all ears. Please reach out, here, so we can discuss your project. 

Gift Giving

Let us take picking out the perfect gift and getting it to the recipient off your plate. Here’s how to ship a gift:

1. Place the recipient's address in the “SHIP TO” section of checkout
2. Make sure to use your email address so you will receive order confirmation, shipping confirmation, and delivery notification emails.
3. Enter a gift message in the “NOTES” section of checkout. I will gift wrap, handwrite a note on our CD flat note cards, and send the item(s) directly to the recipient. 

If you are sending gifts to multiple people, please place separate transactions so that I can ship to each destination appropriately. Combined shipping rates are only for items shipped to the same location.