Help & FAQs
Find answers to our most frequently asked questions below. If you can't find what you're looking for please contact us and we'll get in touch within 24-48 hours.
Ordering for Christmas?
See holiday shipping deadlines to estimate if your order will arrive in time!
Orders
Edit my shipping address
Shipping addresses for orders paid with credit cards or Shop Pay can be updated before we complete your order. Changes cannot be made for orders paid with PayPal.
Please confirm your order information and provide customer service with the updated shipping address here.
Customer service will confirm your updates in a follow up email response. Pease note that if your order has completed processing or has shipped, changing the shipping address is not possible.
How can I lookup my order?
To view your order summary, status, and tracking information, simply visit your personalized order page. You can access this page directly from any of our order-related emails, where we provide a convenient link or use the order lookup link below:
Go to > Order Lookup
Please note that if you have multiple orders, this lookup feature will retrieve information for your most recent order.
I never received a confirmation email
After completing checkout, your order information is immediately emailed from: orders@sweetergifts.com.
If you haven't received the confirmation email in your inbox, check your spam and trash folders. Gmail users, please inspect your promotions and updates folders as well.
Please also check alternative email addresses you may have used when ordering.
If you suspect there might be an error in the email address you provided during checkout, please contact us with your order number. We'll be happy to update it for you and ensure accurate contact information.
See also > Help me locate my order information
Change or edit my order
All of our products are printed on-demand, limiting our ability to modify most orders to a window of 1-3 hours after purchase.
If you'd like to see if we can edit your order, please contact us with your request.
Cancel an order
All of our products are printed on demand. Because of this, we can only cancel or modify most orders within 1-3 hours after purchase.
Can I expedite my order?
Expedite shipping? Available on some products.
If you're eager to receive your order sooner, we do provide expedited shipping options for some select items. All available shipping choices can be seen during checkout.
Expedite processing? Unfortunately, no.
We ask for 3-5 business days to process orders to handle them with love and care before shipping. While we don't offer expedited processing, we always strive to complete your order promptly and within the estimated timeframe.
Please note that custom, made-to-order items demand time and attention. Occasionally, additional processing time may be required, or if an item doesn't pass quality inspection, it might need extra time for remaking.
Will I be charged right away when I place an order?
Yes, payment is processed upon completing checkout. Your order details and purchase total are immediately emailed to you from: orders@sweetergifts.com.
If you don't find your order confirmation email, please check your spam, trash, and promotions folders.
See also > How to locate your order information
I had a problem with my billing information. My order was not completed successfully, but there's a charge on my bank account
We're sorry to hear about the issue! If your order wasn't successfully completed and you didn't receive an order number, it's likely that payment hasn't been collected. The charge you're seeing on your statement is probably an authorization hold, which should expire and be refunded within a few days.
This typically occurs when an order fails due to payment problems. Sometimes, you might encounter an additional authorization hold if you initially attempt payment with one method and then successfully pay with a different method.
If your billing and shipping addresses differ, ensure during checkout that the 'Use shipping address as billing address' option is unchecked. Enter the billing address associated with your credit card. Note that the billing address is used for payment authorization, while the shipping address is where your items will be sent.
If you did receive an order number and were charged but haven't received an order confirmation email, please check your spam folder. If you're still unable to locate it, or if you suspect a potential error in your email address during checkout, contact us with your order number, and we'll verify your contact information.
How do I order more than one personalized item per purchase?
If you want multiple, different personalized items to be shipped to the same address, follow these steps:
- Complete and confirm the personalization with the checkmark button, and then add your first item to your cart.
- Use your browser's back button to return to the product page and complete personalization for your second item. Confirm the personalization and add it to your cart.
- You should now see both personalized items in your shopping cart. (Repeat step #2 if you wish to add more items). You can proceed to complete payment for your order.
If you want multiple copies of the item with the exact same personalization, then use the quantity selector to choose how many of that personalized item to order. Then select add to cart. You can proceed to complete payment for your order.
Shipping & Tracking
How long will it take for my order to arrive?
When placing an order, please allow 3-5 business days* for processing. Most items are made to order - just for you and your loved one.
Once shipped, standard shipping takes approximately 2-8 business days. If available, expedited or priority shipping shortens the delivery time to 1-2 business days.
While we make every effort to provide accurate shipping estimates and delivery dates, please be aware that these are offered as a courtesy. We cannot be held responsible for carrier delays.
*Custom, made-to-order items require time and attention. Occasionally, additional processing time may be required, or if an item doesn't pass a quality inspection, it might need extra time to be remade.
Do you offer expedited or fast shipping?
We offer priority shipping on select items. You can view all available shipping options during checkout. Please note that delivery to PO Box addresses is not available for priority shipping.
Priority shipping typically takes 1-2 business days, while standard shipping deliveries are estimated to take 2-8 business days.
It's important to mention that we do not offer expedited processing. However, we always strive to complete your order with the care it deserves, within the estimated time frame seen on each product page.
How do I know if my order has shipped?
We'll notify you via email from orders@sweetergifts.com once your order has shipped. For multiple-item orders, you may receive multiple tracking numbers, each in a separate email.
Your email will include a tracking number link, allowing you to monitor your order's progress directly on the carrier's website and track it right to your doorstep!
Additionally, you can find updates from the carrier on your personalized tracking page.
See also > How to track your order
If you're not receiving our emails, please check your spam, trash, and promotions folders to ensure they haven't been misdirected.
How to track my order
Once your order is shipped, we will email you your tracking information so you can follow its progress right to your doorstep! Multiple-item orders may receive multiple tracking numbers.
Track your order in any of these convenient ways:
✔️ Use the link included in your email to track your shipment on the carrier's website or subscribe to their tracking updates via text or email (when available).
✔️ Use your personalized order tracking page to see all tracking numbers for an order in one location. Click the tracking number links to view shipments on carrier's website.
✔️ Use the Shop App to track your purchase.
What if my order will be late?
If your order might be delayed, whether due to a last-minute order placement, unexpected weather conditions, or a backlog at the post office, we understand the frustration when the shipping experience doesn't align with our expectations.
We acknowledge the significance of gift-giving timelines, especially for gifts tied to special occasions!
To alleviate any inconvenience, we’ve got you covered with our free downloadable and printable cards. These cards are a simple yet thoughtful way to inform your recipient that their gift is on its way, even if it won't arrive on time.
Designed for easy customization with your personal message, these cards can be printed at home and handed to your recipient as a heartfelt apology for any delay.
I think my order is lost or stuck in transit
We understand that waiting for your order can be a bit nerve-wracking, and we're here to assist you every step of the way. If you're concerned that your order might be lost or stuck in transit, please review the information below for our insights and solutions:
✔️ Updates to a shipment's progress are provided by the carriers, and beyond our control how regularly or timely they update. Most often, when we see a lack of updates from the carrier, your order is still in transit. Its just that the carrier hasn't provided updates yet. Updating the tracking information might take between 24 hours to 5 days, depending on what’s happening behind the scenes.
✔️ If your order is being handled by the UPS, you may see a temporary delay in updates as they handoff shipments to your local USPS for the last leg of delivery. This most likely means your order is still on the move and it just hasn't been updated yet by the USPS. Often, we see a delivery happen very soon after the USPS has accepted your shipment!
✔️ If your order never seems to have made it out of the gate, it may mean that your shipping label needed to be recreated after we notified you of your tracking number. We do our best to provide updated tracking numbers in a timely manner (within a few days) in this situation. Your order will still have been shipped, just with a new tracking number.
✔️ If the tracking hasn’t been updated in an unusually long time or if it was never updated since the "label was created," chances are it was lost in transit. Please send an email so we can help you look into this.
If something seems to have gone awry with your shipment, please contact us and let us know. We'll see what we can do to help!
My order was marked as delivered, but I didn't receive it
Rest assured, we're here to help address any concerns you may have about your delivery.
If you’ve received your delivery confirmation but can't locate your package, it most likely is not lost. Occasionally, carriers may accidentally mis-scan shipments while they are still in preparation for being 'out for delivery', therefore we like to give them two additional business days to complete the delivery.
In most cases, the package can be expected to be delivered the following day.
Should you come across your local carrier, don't hesitate to ask for assistance—they're often the quickest route to a resolution.
If your order was marked as 'delivered' and hasn't arrived after three or more business days, kindly contact us and include your order number.
Something's missing from my order
It's not unusual for multiple-item orders to be shipped in separate packages as part of our print-on-demand process. Most likely the rest of your order is still on its way.
Each shipment is accompanied by a separate shipping confirmation email detailing the items included.
You can check your shipping confirmation emails to see the tracking information for the remaining items, or you can lookup your order here to see what's still on its way.
Should you discover that an item listed in a package is missing or hasn't shipped, please contact us, and we'll happily assist in sorting it out!
Where do you ship to?
We ship nationwide in the US. Orders to Hawaii sometimes require longer shipping times.
Where do you ship from?
We are based in and ship all of our products from the USA. Most orders ship from Saint Petersburg, FL or Detroit, MI.
What is shpping protection?
Shipping protection is a shipping insurance that ensures customers receive a replacement of their item at no additional cost in case it gets lost in transit or arrives damaged.
This option is available on select products, and it is automatically selected for qualifying orders during checkout. We understand that package protection may not be suitable for everyone, so customers have the flexibility to deselect it if they choose.
During checkout, you'll see the package protection offer.
See more details > Shipping damage, theft and loss
Shipping policy
You can find our policy here: Shipping policy
Returns & Replacements
Return policy
You can find our policy here: Returns, refunds & exchanges policy
What is the fee for returns?
Given the personalized nature of our products and our print-on-demand production process, customers are responsible for return shipping fees, and a 30% restocking fee is applicable to all refunds and returns.
How do I make a return?
To request a return, please review our return policy and eligibility requirements here.
Our streamlined returns process includes the following steps:
- You initiate a return/refund request. We process and approve your request.
- We provide you with a shipping label for easy return shipping.
- Upon receiving the returned item, we initiate a refund to your original payment method, deducting return shipping costs and a 30% restocking fee.
For more comprehensive details, refer to our > Returns policy
When will I receive my refund?
Upon receiving your return, we will process your refund within 3-5 business days. Please note that for all refunds, including those not associated with a return, the actual receipt of the refunded amount in your original form of payment may take up to 10 business days, depending on your institution.
Additionally, it's important to be aware that all refunds and returns incur return shipping costs and a 30% restocking fee, both of which will be deducted from the customer's refund.
I received the wrong item
We're sorry for any inconvenience caused. Kindly contact us with your order number and a photo the item you received in error, and we'll promptly assist you in resolving the issue.
My order arrived damaged
We understand receiving a damaged order can be frustrating. In the rare instance that it happens, we're here to help resolve the issue swiftly.
- If an item is defective or damaged due to manufacturer error, we'll send you a replacement.
- For items damaged during shipping or delivery, please provide photos of the damage to expedite the replacement process.
You may need to return the damaged item with a pre-paid shipping label provided by our customer service representative.
Kindly contact us right away with your order number and a photo of the issue to request a replacement.
See > Replacements & exchanges
I have a problem with my order
We're sorry to hear you're facing issues with your order. Please don't hesitate to contact us, and we'll do our best to assist you.
You may also find helpful information in these related FAQs:
Contact
How do I contact customer support?
For assistance, please reach out to our customer support using any of the following options:
- Click here to send us a message
- Email us at: support@sweetergifts.com
- Text message support chat: 574-400-5491
We're here to help and ready to assist you.
Customers share about their customer service experiences
Caring for your purchase
Product Care Advice
Jewelry
It's fine to get our jewelry wet. Wear it in the shower or while swimming, just make sure to dry it afterwards.
If the item becomes dirty or tarnishes in some way, clean it using plain soap and water - drying with a soft cloth.
Before storing the item, make sure it's fully dry and is not stored in a moist environment. When storing, avoid storing it mixed amongst other jewelry, as the tarnish on those pieces may spread and damage the item.
While wearing, avoid exposure to chemicals (including cleaning agents), and avoid wearing in environments where the item may be knocked.
Blankets
- Machine wash separately in cold with mild detergent
- Tumble-dry on low heat
- Do not iron or press with heat
- Do not dry clean
Acrylic Plaques and Nightlights
Acrylic is a super durable material and can last a lifetime with the right care. If you want to keep your plaque looking its best, here are some simple tips and tricks you can follow.
Check for protective film
Your acrylic piece will arrive with a protective plastic film covering the surface, make sure you peel this off to reveal the beautiful shine underneath.
Clean it regularly and with the right materials
It's recommended you clean your plaque at least once a month. Dust and dirt can accumulate on the surface of the plaque which can dull the surface. To clean the acrylic use only only a damp soft microfiber cloth and avoid using sponges to prevent scratches. For more stubborn stains you can use a gentle soap. Afterwards wipe dry with a clean dry microfiber cloth to prevent water spots.
You must avoid using harsh chemicals such as Isopropyl alcohol, as these can react with the surface and cause irreparable damage.
For heavy staining or other accidents, you can consider using an approved acrylic cleaning solution.
Avoid direct sunlight
Direct sunlight can cause acrylic plaques to fade and lose their color over time. To prevent this from happening, it's best to avoid placing them in areas with direct sunlight.
If you want to display your acrylic plaque in a sunny area, consider using UV-resistant coatings to protect it from the sun's harmful rays. You can also place the plaque in a spot that only receives indirect sunlight or use curtains to block direct sunlight.
Polish it
If your acrylic plaque has lost its shine, you can polish it using a soft cloth and a polishing compound. Apply the polishing compound to the cloth and rub it onto the plaque in a circular motion, using a gentle touch to avoid scratching the surface. You can also use a microfiber cloth to buff the plaque and remove any excess polishing compound. Be sure to use a polishing compound that is specifically designed for acrylic surfaces to avoid damaging the plaque.
Store it correctly
When not in use, store your acrylic plaque in a cool, dry place. Avoid stacking them on top of each other or placing heavy objects on them, as this can cause the plaque to bend or warp. By storing your acrylic plaque properly, you can help prolong its lifespan and keep it looking its best. You can also consider using a protective cover or wrapping it in acid-free tissue paper to prevent scratches and dust buildup.
T-shirts
Follow the care instructions pinrted on the label for your specific item. Here are some general tips to prolonging the life of your purchase.
- Turn inside out before washing
- Wash separately for the first washing
- Machine-washable (cold) with mild detergent
- Tumble-dry on low or hang dry
- Reduce wrinkles by tumble drying on low with a damp washcloth (recommended method) or cover garment with a thin towel and iron on ultra low setting
Journals and Wallets
- Protect your leather items from getting wet whenever possible.
- To spot clean, gently wipe with a warm, damp cloth.
- Avoid using any chemical cleaners as this can permanently damage the printed areas and the product itself.
- When cleaning, be gentle and avoid scrubbing the printed areas to maintain their vibrant appearance.