Frequently Asked Questions
What is the turnaround time for personalized items? This is dependent upon the item to be personalized. Contact us to get the most accurate time frames.
Can I personalize orders? Yes, most of our products can be personalized.
May I rush my order? For an additional fee, an order may be “rushed”. However, some items cannot be rushed due to the time it takes to hand craft them. Such items may include ones that involve painting, staining, gluing, sealing, etc.
How long does shipping take? Shipping time is dependent upon the mode of shipping and region the item(s) are being shipped to. We will do our best to notify you of the expected shipping time frame. Shipping cost is determined for each project by size and weight. Shipping costs include the cost of the postage + packaging materials to ensure your product arrives in perfect condition.
Do you send design proofs for personalized products? Yes, we will work closely with our customers to ensure their personalized products are approved before final designs are created.
When can I cancel an order? Personalized and/or customized items are not able to be canceled.
Do you ship internationally? We currently do not offer international shipping on all of our products. However, please contact us to discuss if items you're interested in may be eligible for international shipping.
May I make a change or cancel my order? Custom item sales are final and cannot be returned or exchanged. Made-to-order items are not eligible for returns. Delivery fees are non-refundable.
Items non-eligible for returns or exchanges: Gift cards, personalized items, final sales items, custom items, and items damaged through normal wear and tear.
Can I update the shipping address? You can update your shipping address up until the time the item is turned over to the shipper. Please ensure you enter your shipping information correctly.
What is your return policy? We are proud of the products we create at Spilled Tea and stand behind their quality. If for any reason you are not satisfied, there is a problem, or your item arrived damaged, please contact us directly.
Due to the nature of wood products, please keep these in mind. Each piece is truly one of a kind, items can vary slightly in appearance based on the grain of the wood, knots, or other imperfections. These things are what makes each item unique and different! These unique qualities are not something we have control over as we do not grow the trees. Also, wood is a porous and inconsistent material. Because of this, paint and stain may be absorbed differently from piece to piece. Please keep this in mind, stain may differ slightly throughout your piece.This is normal and not an imperfection or a flaw.
My package is stuck in transit and the delivery is late, what can I do? Contact us so that we can work together, with the shipping company, to locate your items.
My order tracking says "delivered" but I didn't get my package. What should I do? Contact us so that we can work together, with the shipping company, to locate your items. If the shipping company has indicated that the package has been delivered but you have not received it, a case must be opened with the shipping company (we can assist in this process).
As the seller of your item we do everything to get the package to you safe and sound.
Once it has been turned over to the shipping company they are directly responsible for shipping and all costs relating to missing packages and we cannot refund without their notice.
Some people are currently ordering online and scamming companies by claiming their packages never arrived. Following this process protects us and our customers from these people.
May I add a gift message? Yes, we would be more than happy to include a gift message.
Do you offer gift wrapping? Currently, we do not offer gift wrapping. However, feel free to contact us to see if we are able to accommodate such a request.