* This applies to domestic US orders only, Canada and other international orders can take up to 3+ weeks to arrive depending on customs delays!
Zoey's Attic cannot be responsible for damaged or lost packages. The postal/Fed Ex/UPS receipt will serve as confirmation of shipping, but please contact us prior to purchasing or in the notes when ordering if you'd like to purchase insurance on your USPS items as it does not come standard in USPS shipping.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
A note about international shipping (Canada and elsewhere) - Unfortunately shipping out of the States first class can be very slow. For no apparent reason, packages can take upwards of three weeks to arrive, especially to Canada. So, if you want your package quicker and WITH tracking, you'll need to select at least Priority International shipping. That will bring the transport time down to 7-10 mailing days while first class international packages can take anywhere from 1-4 weeks, do not include tracking and are not insured! :(
In addition, you may also be responsible for any duty charges / VAT taxes imposed by your country on incoming packages from the US (especially in the UK for some reason). We do not code customs as gifts and we will not do so, so there may be applicable duty charges imposed by your country and beyond our control. By completing your purchase you agree to be responsible for these charges (they will typically range from $5-20USD depending on your order total) If you are unsure of your potential duty charges, please check with your local post BEFORE ordering as we will not be responsible for these charges or refund the duty charges back. Sorry about this, but we just don't have the capability to cover these charges on international orders with the type of products we sell. :( We love our international customers, but really want you to understand that specifically in the UK you may have to pay more to get your special Zoey creation - Canada does not typically impose incoming duty charges.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
> Returns Policy
Zoey's Attic is committed to providing high quality products and service to exceed your expectations. If an error is made by Zoey's Attic in the personalization of an item, please accept our sincere apology and we will reprint and replace your order at no additional cost to you.
Due to the personalized nature of our products, we are unfortunately unable to allow returns on items that have been customized with names, dates, colors, sayings, etc. as well as customer input errors (e.g. typos, photo choice, blurry photos, insufficient photo resolution). If for any reason you are unhappy with an item that you received personalized, please contact us and let us know the issues with your order and we will work towards a solution that is mutually agreeable.
On non-personalized items, we do offer exchanges and returns on items ordered in the prior 30 days to requesting a return. The 30 day window will begin the day the tracking shows you have received your merchandise. You will need to follow the steps below to complete your exchange / return:
- Contact us and let us know you would like to exchange / return your non-personalized item(s). (Non-personalized means the item must be in the exact condition as it appears on the website, ie. no added name, no color changes, no saying changes, no age changing, etc)
- Once you have received authorization to send the items back you will be given the return address. Please note that shipping charges are non-refundable. You can send your package back to us using the shipping method of your choice as you are responsible for these shipping charges as well. We suggest using a trackable shipping service or purchasing insurance for the package. We are not responsible for any packages lost or damaged in the mail.
- Once we receive your merchandise, a refund will be issued to the original form of payment within 5 business days minus the original shipping charges incurred. If you requested an exchange, your item will ship once we receive the merchandise back that is being exchanged.
If you wish to cancel an order, you may do so within 24 hours of placing the order by contacting us. Past 24 hours of order placement, we are unable to cancel or refund your order as it is already in process.