Return, Shipping & Pre-Order Policies
Return, Shipping & Pre-Order Policies
Emails are answered Monday thru Friday. Please allow 24 to 72 hours for an email response depending on the day of week your email is sent.
We are out of the office on Saturday and Sunday. Emails may not be answered on these days.
Company Business Days: Monday thru Friday. DO NOT include holidays or weekend days as business days when calculating processing/shipping times.
Monday, Wednesday & Friday: Regular Embroidery Days
Tuesday, Thursday & (1)Weekend Day: Regular Shipping Days(Ready to ship items).
We only except returns for manufacturer defects. Returns are given in exchange for same item if available or for store credit. Carefully look over each item once you have received your item(s). Even though each item is inspected before shipping, it may still be possible to receive a defective item (excludes items that are labeled as imperfections). If you think the item(s) you received may be defective please contact us at email@example.com within 3 days of receiving your item. Please attach a picture in your email. We will issue an exchange (or store credit if item is unavailable) for defective items or items that were sent incorrectly (wrong size, wrong color) within 3 days of delivery. Your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Sale items (if applicable) All Sales Final, unfortunately we can’t offer you a refund or exchange.
If there is an extenuating circumstance and we allow an item to be exchanged for reasons other than listed above customer is responsible for returned shipping costs and for the cost of shipping a new item. This is determined on a case by case basis. Further instructions may be sent to customers for extenuating circumstances.
No order cancellations once you have placed your order. All Sales Final. Please double check your order before you checkout to make sure you have the correct color, size etc. If you place a pre-order please read our pre-order policy in full before placing your order.
The site may over sell an item at times, if this happens you will receive an email and a refund from us. We apologize in advance and are very sorry if this causes any inconvenience.
During any pre-order sale it is possible that an item may be placed on back order. Please check our Pre-order Update Page regularly for updates on ALL Preorders. NO REFUNDS/ORDER CANCELLATIONS ARE GIVE ON ANY PRE-ORDERS.
EDITED: July 2020
Shipping Policy is Subject to change.
Shipping and Handling rates are calculated based on weight. Shipping costs will vary depending on the weight of your order and your delivery location.
All items placed in the same order are shipped together.
You now have the option to choose PRIORITY SHIPPING (Includes up to $100 Insurance).
If you choose First Class Shipping with tracking these packages are NOT covered when they are lost by USPS.
Faith Lee Embroidery is not responsible for lost/damaged packages. We will always do everything we can to make our customers happy.
However, if you want to ensure that your packages are covered by loss/damage - You need to choose PRIORITY SHIPPING at checkout. If a Priority Package is lost, a claim will need to be filed with USPS. We will no longer be able to cover the cost of the items.
PLEASE NOTE: If you want your package covered by USPS - Choose PRIORITY SHIPPING at checkout. Please keep in mind that first class shipping is NOT protected against loss or damage.
We are NOT responsible for lost packages. Once you have received tracking from us via email and your package leaves our possession, we are no longer responsible for any packages. If there is a concern or issue with your package please contact USPS Customer Care Center.
Unfortunately, we are unable to refund shipping costs for combined orders. Orders may be combined for orders shipping to the same address.
You will receive shipping notification and tracking through email once your item(s) has shipped. Once your item has shipped and leaves our possession, we are not responsible for the package. If there is a concern with tracking please contact the USPS. (see above information)
Ready to ship order processing time is 3-5 business days. Special releases can take up to 5-7 business days to ship. Please do not include weekend days (Saturday and Sunday) or holidays when calculating shipping times.
Faith Lee Embroidery Business Days: Monday thru Friday
(with the exception of all Holidays)
From time to time Faith Lee Embroidery will offer items for PRE-ORDER.
Pre-Order items are purchased BEFORE PRODUCTION. Pre-Order listings are NOT ready to ship. Each pre-order sale has it's own pre-order closing date. The estimated shipping time is located in the description of each pre-order item. Please make note of each pre-order ending date and estimated shipping time before purchasing. Special seasonal pre-orders or custom orders may take longer to ship. To avoid delay in shipping of other pre-order sale items and ready to ship items, please place each pre-order sale in a separate order. All items placed in the same order are shipped together. Estimated production time on all Pre-Orders is 4-8 weeks from closing date of pre-order listing - SUBJECT TO CHANGE WITHOUT NOTICE. Please DO NOT contact us on the status of your pre-order before the estimated production time listed above. These emails will not be answered until the 6-8 weeks estimated production time. You will receive USPS tracking via email once your pre-order items have shipped. DO NOT place a pre-order If you need an item by a designated date, we cannot guarantee the item will arrive by your designated date. Pre-orders can have production delays. When placing your pre-order, you agree to these terms. DO NOT place a pre-order if you are not willing to wait for your item(s) to arrive. NO ORDER CANCELLATIONS, SIZE CHANGES, RETURNS OR EXCHANGES ONCE YOU HAVE PLACED YOUR PRE-ORDER. Pre-Order Updates can be found here: Pre-Order Updates