Frequently Asked Questions
Question: How long does production take?
Answer: 1-2 business days on average
*except for the laser-cut personalized metal arts which could take 5-10 business days.
Question: It's been more than 2 days and my order still haven't been shipped. Why?
Answer: Our team of moms doesn't work on weekends. Family time ;) So if you ordered on a Friday past 3pm EST or on a Saturday, please expect it to ship out by Tuesday or Wednesday.
Question: How long does shipping take?
- For US orders, it takes around 3-5 business days but almost 90% of our packages gets delivered earlier than the estimated delivery date.
- For Canada, UK & EU: 5-10 business days
- Rest of the world: 7-14 business days
Question: I made a mistake with my order info, how do I correct it?
Answer: Kindly email us (email@example.com) within 24 hours as your order has not been shipped yet and is in the production stage. Once the order has been shipped, we can no longer make any changes.
Question: How do I cancel an order?
Answer: Here at Sugar Spring Co, we pride ourselves with our fast order processing and shipment. As soon as an order is placed, our team of beautiful moms immediately prepare it for dispatched. Thus, we can only approve order cancellation requests within the first 24 hours after an order is placed. Just email us at firstname.lastname@example.org or send us a message here
Question: I tried to call +1 (727) 456-9962 but I can't get through
Answer: Please note that our customer service team is only available during regular office hours, Monday through Friday (9am - 5pm Pacific Standard Time).
If you need assistance outside our office hours, please email email@example.com or click here and we'll get back to you in no more than 12 hours.
Question: How do I track my package?
Answer: You will receive an email with your tracking number and the courier information after the order has been made and shipped out!
To check the status of your order, please visit our Order Tracking page.
Question: My order has been marked as delivered but I have not received it.
Answer: Please follow these instructions:
1. Double-checking your mailbox (If owned).
2. Sometimes the order get delivered 1 or 2 days after the scheduled delivery. So we please ask you to be patient.
3. You can call the local post office with your tracking number and ask for a more detailed report on your order.
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