Frequently Asked Questions
When will my order ship?
All items in our shop are made to order - due to their customized nature, orders can take up to 2 weeks to ship plus transit time via UPS or Fed Ex (weekends and holidays excluded). If you need your order expedited, please contact us so that we can work with you to ensure you receive your items when you need them!
How do I know my order has shipped?
You will recieve an email with the tracking number once your order is in transit.
Is there a character limit?
Because every design is different, there is no set character limit. Every order we receive is custom, therefore, we are able adjust fonts and positioning to suit your specific personalization. If during the design process the personalization provided impacts the design in a material way, we will contact you.
Can I get a mockup/proof prior to shipping?
Mockups can be provided for an additional fee of $2. If you would like to a proof contact us with your order number. You will be provided with a mockup via email within 48 hours of your order.
I love a particular design but would like a slight tweak to it, is that possible?
In most cases, yes! Contact us and provide the link to the product design as well as how you would like it changed. We will get back within 24 hours.
Can I cancel my order?
Due to the personalized nature of the products we sell, once you place your order it cannot be cancelled. Your credit card will be charged in full at the time your order is placed. If you place a duplicate order in error, contact us to have it rectified.
What is your refund policy?
We want you to be happy with your purchase. Our goal is to offer quality personalized items and gifts that will create lasting memories and provide years of enjoyment. Before any item ships it must pass a final inspection for quality and accuracy. We stand behind the quality of every product we sell.
If your order is not free from damage or defects, you may return it in new condition and in its original packaging for an exchange or full refund.
All returns or exchanges must be made within 90 days of receipt. Personalized items cannot be returned for reasons other than defects in materials or workmanship.
My order is a gift - do you include prices in your shipments?
We know that many of our customer like to ship items directly to gift recipients. For that reason we do NOT include pricing on the invoices in the packages. For your personal records, the invoice you are emailed upon purchase and upon shipment includes pricing, however the hard copy packing slip that is included in your shipment does not include pricing! :-)
How can I redeem a voucher or discount code?
When ready to checkout go to your cart (button at the top of the page). Enter your shipping information then click next. On the next page, enter your promo code and click "apply". You will see an adjusted total at the top of the page. Proceed to complete your order.
Please note that our system can only accept one (1) discount code or voucher per transaction.
Can you make a custom design for me?
Yes! Contact us with what you sre looking for and we will create a new design based on your needs! We are constantly dreaming up new designs and welcome suggestions from our beloved customers!
I have my own photo or image, can i use that for a plate platter or bowl?
Yes! Contact us for a custom listing!
Do you sell your products wholesale?
Yes! If you are a retailer interested in selling our products, contact us for more information!
My question has not been answered here. How do I contact you?
You can contact us via our contact us page (footer), or email us directly at info[at]platesforkids.com