Order Processing

Order Fulfillment and Processing:
We strive to get orders on their way as quickly as possible! During normal day-to-day operations, most orders ship within 1 business day. During busier times such as sales and new product releases, please allow 3-5 business days for your order to ship. Orders are shipped in the order in which they are received. We do not hold orders. If your order requires special processing outside of the policies outlined here, please contact customer service to request arrangements prior to placing your order to see if we can accommodate your request.

Making changes to an order:
If you need to add or remove an item(s) from your order, please contact us at customerservice@thegreetery.com and we'd be happy to make changes to your order as long as it has not been processed. Once an order has been marked as shipped/fulfilled, we can no longer make any changes to your order. We're always happy to add items to an existing order so you can avoid paying duplicate shipping charges, if we receive the request before the order is being processed. 

Combining Orders:
If you've placed multiple orders and would like to have them combined, we will do our best to accommodate your request. Please send an email to customerservice@thegreetery.com with your order numbers. Sometimes, such as during busy sale times or new product releases, we may be unable to do so. If you discover that you've forgotten an item on your order, please send us an email and we'd be happy to add an item to an existing order (provided it has not yet been processed). This is easy for us to do and helps us avoid errors and the refunding of duplicate shipping costs, etc which are incurred when placing multiple orders. 

Order Cancellation:
If you need to cancel an order, please contact us at customerservice@thegreetery.com. We are always happy to make changes to your order and assist you in getting everything just right, but orders that are completely cancelled and result in no items being shipped are subject to a 5% cancellation fee. If you'd prefer to receive store credit in the form of a gift card code instead of a refund, this fee will be waived. Once a shipping label has been created for your order it can not be cancelled.

Shipping

Please visit our shipping policies page for the full listing of shipping rates and options. 
 
Address Information:
Please be sure that your address information is entered correctly when placing your order. Our system pulls this information automatically from the information entered at checkout. International orders MUST include a full first and last name for your package to make it through customs. If you notice an error in your address, contact us immediately  and we will do our best to correct the error before your package leaves our facility. Once it has left our facility we are unable to make changes and are not responsible for delivery issues related to an incorrect or incomplete address. If your order is returned to us due to an address issue, we'll contact you for payment on the shipping charge to reship the order. 

Returned/Refused Shipments:
If an order is returned to us due to an incorrect, incomplete, or other address issue, we will contact you via email for more information and payment of shipping charges to reship the order. If we do not receive a response within 5 business days, the order will be refunded, minus the original shipping charges paid when placing the order, or the amount paid on your behalf if the order qualified for free shipping. If your order qualified for free shipping, the actual shipping amount will be deducted from your refund. 

Delivered Order Not Received:
If your tracking is showing that your order has been delivered, but you did not receive it, contact your local post office to let them know that you are missing your package. Have your tracking number handy, and request that they check the gps information as to where your package was delivered. This can help them track it down if it was delivered at a location other than your mailbox/home. You may also want to check with any neighbors or family members that may have received it. You can also send an email to customerservice@thegreetery.com to let us know. Although our ability to assist in this situation is limited, we're happy to help in any way we can, including verifying address and label information. The good news is, most of these packages show up in a day or two. We do not reship or refund orders that are marked as delivered. 

Shipping Delays/Lost Shipments:
Unfortunately, carrier delays happen from time to time that are outside of our control. This is especially common during the busy holiday season and during weather events. We do not have access to any additional tracking information outside of what is displayed on the carrier's tracking page. Orders that have not been delivered within 21 days (for domestic, 60 days for international) from original shipment date and have no recent tracking updates, are considered missing and are eligible for a complementary reshipment. Please email customerservice@thegreetery.com to initiate a replacement. We do not ship replacements prior to this 21-day threshold (60 for international orders) in order to allow adequate time for the carrier to sort out the issue. If the original shipment arrives after a replacement has been sent, you will be requested to return it at our expense, or by simply refusing the package.

International Shipping:
We ship to select international locations. For International orders, you are responsible for paying any duties or taxes that may be incurred as your package travels through customs. We do not charge tax on international orders at the time of sale.Your package will be marked with the proper customs documents with the actual value of the goods. We will not mark international orders as "gift" or reduce the stated value. If an international order is returned to us due to non-payment of duties, or failure to pick up from customs, the amount of the original order will be refunded upon arrival at our facility, minus the actual cost of shipping the order, along with any fees or duties that are required to be paid in order to release the package. Please visit our shipping policies page for the full listing of shipping rates and options for international orders. 

Product Information

Stamping/Assembly Guides
Many of our products include guides, as noted in their product descriptions in our shop. If your purchased product includes a guide, you will find it tucked inside the product package, face down between the product and the backing card. Please send an email to customer service within 30 days of receipt of your items if you are missing a guide. We do not send digital copies of the guides.  

Defective Product
If you received a defective product, please email us at customerservice@thegreetery.com. Please include a photo of the issue, along with your order number. Defective products must be reported within 30 days of receipt in order to be eligible for replacement.

Incorrect/Missing Item
If you received an incorrect item or you are missing an item from your order, please send an email to customerservice@thegreetery.com within 7 days of receipt of your order so we can resolve the issue asap. 

Returns

We accept returns within 30 days of receipt of your order on unused items in their original packaging. Returns are processed as a refund to the original payment method.

To initiate a return, please send an email to customerservice@thegreetery.com and include your order number. We will respond to your request with a return form for you to print and include with your item. We typically respond to return requests within 1 business day. Please do not return items without this form or prior authorization as it may result in your return not being processed.

Items that are returned to us that fall outside of these policies will be held by The Greetery unless we are contacted by the customer, and payment is made to reship the items to your location.

We do not offer exchanges. 

You are responsible for any shipping costs to return an item. Original shipping costs are not refundable.

Some items are non-returnable. These non-returnable items include gift cards, downloadable products, final clearance, discontinued, or retired items.

We recommend adding tracking to your return, as we are not responsible for returns that do not arrive at our facility.

Account & Payment Information

Payment Information
We do not store any payment details or information on our site. If you select the "Save my information for faster checkout" option during checkout, your payment information is saved by our payment provider, which is Shop Pay. We do not have access to that information and can not make any changes or updates for you. Please visit their help page for details on how to update your saved payment information. If you have any questions, please send an email to customerservice@thegreetery.com

Store Account Information
If you need to update your address in your store account in our shop, please log in and click on the "Your Addresses" link in the left-hand side bar on the account page. If you need to update your email address, please send us an email at customerservice@thegreetery.com as we need to make that change for you. 

Angel Policy

The Greetery's products are protected under the United States and international copyright laws. You may not use our artwork to create logos, trademarks, or other such commercial or promotional purposes. The Greetery products are for personal use. You may not rent or lease our products to others.

You are welcome to use products from The Greetery to create items for sale, provided you abide by the following guidelines:

• All items must be personally made by hand by the owner of the products being used. No mass production or use of paid workers is allowed.
• Images must be stamped or diecut by hand. No automatic reproduction of images (including diecuts) is allowed, including, but not limited to, digitizing, tracing, scanning, photocopying, etc.
• The items being sold must constitute a finished product, not individual items intended to be used by the purchaser to create projects. For example, a finished card would constitute a finished product, individual stamped and diecut images would not, and would therefore violate our Angel Policy.
• Individuals selling stamped and diecut artwork do so at their own risk, and agree to indemnify The Greetery and its artists from any disputes arising from their work.