Shop Policies + FAQs
Providing our customers with superior service is always our goal. You can expect to receive a reply to your inquiry from us within 24-48 BUSINESS HOURS unless otherwise noted on our website.
We DO NOT reply to emails on Saturdays or Sundays, as we are closed. Nor do we reply to order inquiries sent to us via our social media platforms. If you have an issue with your order please contact us via the contact form on our website or by email at email@example.com.
We currently accept payments via PayPal and all major credit cards such as Visa, MasterCard, and American Express through our secure payment processing system. We transmit your credit card securely for your protection and we do not store your credit card information.
We accept a limited number of custom orders monthly to ensure that we are able to uphold a quality experience for our customers and clients. Should you be interested in hiring SHANTI + CO. for your next custom project, please see our FAQs below before submitting an inquiry or placing a custom order.
PRODUCTION + SHIPPING & HANDLING
Our current order processing times are as follows:
Please allow up to 7 business days for processing NOT inclusive of shipping as our products are MADE TO ORDER upon purchase and receipt of payment.
Processing Time (time for your order to be pulled and created): within 7 business days unless otherwise stated.
Shipping Time (time in transit once shipped): 3 - 5 business days.
Total Time (includes processing and shipping): up to 10 - 12 business days unless otherwise stated.
CUSTOM ORDERS: Please review your invoice for details about your processing time as time varies based on order specifications. Processing time is NOT inclusive of shipping.
BACKORDERS: If a product that you order is on backorder, you will be notified via email regarding any unexpected delays.
PRE-ORDERS: All pre-orders will be processed by the launch date specified on the product page.
SHIPPING + DELIVERY
Some of your items may ship separately so it is possible that you may receive more than one tracking number. However, you will only pay for shipping once based on your entire order.
Our current shipping times are estimations during the non-holiday season:
Items shipped in-house:
- Please allow up to 7 business days upon receipt of payment for your items to be processed & packaged as the majority of our products are MADE TO ORDER.
- USPS: approx. 3-5 business days for delivery after shipping (includes a tracking number)
Items shipped directly from our manufacturers:
- DHL Express: approx. 5-10 business days for delivery after shipping (includes delivery confirmation and requires signature release)
Ground Shipping (USPS and DHL): allow up to 7-10 business days from the receipt of shipping notification to receive your purchase.
Priority Shipping (when applicable): allow up to 2-5 business days from the receipt of shipping notification to receive your purchase.
Overnight Shipping: Currently we DO NOT offer overnight shipping.
***NOTE: Production and Shipping times vary and are listed on the "details" tab of EACH item. During the holiday season and/or times of high demand, some orders may be delayed due to increased volume so please allow extra time. It is your responsibility to look at this before making your purchase.
SHIPPING ADDRESSES + RETURNED PACKAGES
Please ensure your shipping address is correct. Once you receive your tracking number, your shipping address cannot be changed. SHANTI + CO. does not issue refunds for undeliverable orders due to incorrect addresses. As the customer, you are responsible for entering your address correctly. If a package is returned to us because of the wrong address, the customer must pay to have it reshipped.
Please check your tracking number for updates on delivery. If your tracking says Delivered, but you have not received it, contact your local USPS office, and open a missing package case first. Please check with your neighbors and/or leasing office (if you live in an apartment complex) if they may have received on your behalf.
Damage or loss incurred during shipment is the delivery company's responsibility. Claims must be properly filed with the delivering carrier. Although the addressee must initiate damage claims against the shipper, we will be happy to assist you.
We are not responsible for lost or stolen packages. Unfortunately, the USPS does lose packages from time to time. Please note, once your shipping confirmation/tracking number is sent to you, we no longer have it in our possession, and we have no influence as to what happens after it makes it to the post office. We reserve the right to determine when/if an order will be re-sent depending on the circumstances and size of the order.
RETURNS / EXCHANGES
Although we hope everyone enjoys their SHANTI + CO. purchases, we understand sometimes things do not work out as planned.
Unfortunately, the majority of our items are MADE TO ORDER and/or CUSTOM, therefore, we are unable to offer refunds or exchanges once an order has been completed and shipped.
If any of your items were damaged en-route, the wrong product was sent, or there is a manufacturing defect please contact us via email within 5 days of receiving your product. We will review and handle accordingly to provide order satisfaction.
Any item under dispute must be unworn, unused and in original packaging when expressing damaged/defective.
Disclaimer: If a package is tracked as “Delivered”, SHANTI + CO. will not process a refund for that package, but we will assist you in every way that we can.
Thank you for your interest in purchasing wholesale from us! At this time, we do not offer wholesale pricing for the purpose of reselling our product offerings.
We do, however, take a limited number of bulk and/or custom orders on a monthly basis in accordance with our current production load.
If you would like to place a bulk order (10 or more of the same item), please contact us for pricing at firstname.lastname@example.org with the subject title “Bulk Order Inquiry” with details of the items that you would like to order in bulk.
Note: Bulk Ordering of our product offerings DOES NOT give rights to resell. Should you want resell rights please see our CUSTOM PRODUCT DESIGN service.
I've sent more than one email but haven't received a response. Why hasn't anyone responded?
Thanks so much for taking the time out of your day to reach out to us, we do our best to respond to each email within 72 business hours. Sometimes emails are inadvertently missed or bounce back to sender. Should this happen our commitment to address your concern as soon as we receive it will be prioritized.
I'm interested in working with you 1-on-1, but can't afford the investment right now. Do you offer payment plans?
I’m so excited that you are interested in working with me one on one. Some of my services do offer the option of a payment plan. Please send an email regarding which service you are interested in to discuss payment options that are available.
An item I want is currently out of stock. When will it be restocked?
We try our best to restock based on demand. However, please understand that we do rely on outside printers, and sometimes experience shipping delays.
I received a shipping notification, but when I click the link I am not able to track my package. Did you really ship my order?
When you receive your notification it means that your order has been packaged and ready to be picked up by our shipping partners. It usually takes 24-48 business hours for our shipping partners to scan and show the movement of your package on their website.What do I do if my order shipped, but I never received it?
If your tracking number says “delivered” or “out for delivery” but you haven’t received your package, please contact your local USPS office. We are not responsible for lost or stolen packages.Why have I received half of my order?
Some of our products are printed and shipped directly by our manufacturer while others are packaged and shipped in-house from Atlanta, GA. If your order contains products that are shipped from our manufacturers your order will be broken up and sent separately with different tracking numbers. No, you will not be charged multiple shipping fees, they were already calculated and included at the time of your purchase.Do you offer international shipping?
At this time we DO NOT offer international shipping, but may at a future date.How are my shipping costs calculated?
Shipping costs are determined by the weight and size of your order in addition to utilizing the most cost-efficient shipping partner.Which shipping couriers do you use?
In order to provide the most efficient and affordable shipping options, our shipping partners are as follows: USPS (First Class Ground and Priority Shipping) as well as UPS, FedEx and DHL Express.I received my order but don't like it, can I return/exchange it?
Unfortunately, since items are custom and/or made to order, we have a modified return/exchange policy, please view the return policy below.
CUSTOM ORDERS ONLYI've placed a custom inquiry request, what's next?
After submission, someone from our team will reach out to you within 24-72 business hours via your preferred method of contact to go over the details with you.What is your turnaround time?
Our turnaround times are subject to current custom order workflow. Our standard turnaround time is 7-10 business days AFTER your sample design has been approved and full payment has been made.Can I pay a deposit?
Yes. Deposits are 50% of the total invoice and are non-refundable. Upon receipt of your deposit, your order will go into a custom order queue and an estimated timeframe will be provided for each stage of the process. Full payment is required before production commences. If a quick turnaround time is needed this should be stated at the inquiry phase so that we are able to determine if those accommodations can be rendered.What is the minimum purchase or quantity requirement?
We do not have a minimum quantity requirement for custom orders. However, for bulk orders (10+) of the same item a decrease in pricing at our discretion may be provided.
How is shipping calculated?
ALL orders are subject to applicable shipping charges, no matter the quantity requested. Shipping is calculated based on courier rates and weight of items.How much does custom work cost?
All custom work is priced based on the complexity of the design, product choice, the number of colors, and quantity.Can I get a refund?
Due to the nature of custom orders, we DO NOT offer refunds or exchanges. If you are hesitant on ordering, we suggest reaching out to us with your questions first.
However, if there are any issues with your custom order, please email us at email@example.com so that we may address your concerns and find a suitable solution.
Still, have questions?
No problem send us an email: firstname.lastname@example.org