Shipping and Returns: FAQ
Please note: Backpacks and lunchboxes ship separately. If you order a backpack and a lunchbox, you will receive separate emails with individual tracking numbers when they ship.
When will my order ship?
All our products are made-to-order, so please allow 7-10 days for delivery. You will receive a tracking order as soon as your order ships. If you have questions about the status of your order, please contact us at email@example.com. We would be happy to assist you?
What about returns and refunds?
Because our products are made-to-order, we are not able to offer returns or exchanges. However, we can offer refunds for items that arrive defective or damaged. If you have a problem with your item for ANY reason, please contact us at firstname.lastname@example.org, and we'll make it right!
What should I do if my item arrives damaged or defective?
If your item arrives defective or damaged (e.g., zipper broken or not closing correctly, blemishes on your item, improper stitching, etc.), email photos of your item to email@example.com. Please include your order number or the email that you used to order the item. We will respond within 48 hours and make things right for you!
What if I don't see my child's favorite animal (which is endangered)?
Email us at firstname.lastname@example.org — we can create a backpack or lunchbox for you!
What if I have questions or need help?
Email us anytime at email@example.com, and we would be happy to help! We will respond to your inquiry within 48 hours.