Thank you for vising SugarTree & Co!
We have compiled a list of common questions and answers just for you!
We are a very busy little shop! Before contacting us, please see if you can find the answer to your question below. If you have a question about a particular product, please make sure that you’ve read the product description to see if your answers can be found there. If your question is not answered below please do not hesitate to email us at: firstname.lastname@example.org. Customer service is very important to us and we will try to respond as quickly as we can to your message.
-When will my item ship? Because our items are made to order and handcrafted just for you, there is a "production" time frame. We typically run on a 6-9 business day production time frame (this does not include the Shipping Time).
-Can you "rush" my item? If you need your item shipped sooner than our standard production time frame, please email us "BEFORE" purchase to ask. There will be a bump up fee as well as a "shipping" upgrade fee. (This also depends on current work load, so this is why it is important to contact "before" purchase to see if this is possible).
-How long does shipping take once mailed? Since each order is mailed first class usps mail (unless other arrangements have be made), the average time frame is 3-5 business days. Please note: Sugartree & Co cannot guarantee Shipping Times as these are the responsibility of the USPS. *We cannot provide refunds or delayed or lost packages.
-Do you accept returns? Because our items are handmade to order and personalized for each order, we do not accept returns or exchanges. If there is a flaw in production or an issue with your order, please contact us within 7 days of receipt.
-Do I have to pay sales tax? You only have to pay sales tax if your shipping address state is Arizona.
-What is I forgot to leave personalization details when I placed my order? Please contact us right away to give all needed details. Please include your order number and the date the order was placed. Delays in communicating your order details can cause delays in the production of your order. We will also reach out if necessary information is needed. The production time frame does not begin until all necessary info is gathered. So please respond as soon as possible to prevent further delays.
-Can I cancel an order? You can cancel an order within 12 hours of the order being placed. After the 12 hours have passed and the order is being processed, we are unable to cancel/refund the order. So, please contact us immediately (including your order number) if an order needs to be canceled.