Shipping policy

At Sapphire Shadow Studio, we pour creativity and care into every custom piece we create. We continuously evaluate shipping carriers to ensure your order arrives safely and on time. While we cannot guarantee a specific carrier for every shipment, we commit to using the most reliable option available for your delivery address. Our goal is to minimize shipping problems to ensure the best possible customer experience.

Shipping Options

We currently ship only within the United States and U.S. territories. International shipping is not available at this time.

Economy Shipping

Orders under $75.00: $8.00 flat rate shipping
Orders $75.00 and above: FREE shipping
Transit time: 5–8 business days after production

Expedited Shipping

Available at checkout (pricing varies based on order weight)
Transit time: 1–2 business days after production

Gift Cards

Delivered by email with nothing shipped and no shipping charge
Free shipping threshold: gift card value does not count toward it

Your free shipping threshold is calculated before taxes are applied and on the physical items in your order; gift cards are delivered by email, so their value does not count toward it. Packaging methods may vary depending on item type and order size, but all orders are packed securely for transit. All orders include tracking information, which will be emailed to you once your package ships.

Production & Delivery Times

Every piece is embroidered to order, one at a time. Your total delivery time consists of two phases:

Production Time: Most orders ship within 3–5 business days after your order is placed and payment is confirmed, subject to the cutoff below. Some orders take longer; see Peak Seasons & Holidays, Custom & Personalized Orders and Multiple Item Orders.

Shipping Time: Transit time depends on your selected shipping method. Carriers do not count weekends or federal holidays as transit days.

Total Estimated Delivery

Shipping Method	Production Time	Transit Time	Total Estimate
Economy ($8 flat rate or free)	3–5 business days	5–8 business days	8–13 business days
Expedited (pricing varies)	3–5 business days	1–2 business days	4–7 business days

These totals assume standard production. They do not include the peak season, personalization question, or multiple item extensions described below.

Business days are Monday through Friday, excluding federal holidays. Orders placed after 3:00 PM EST will begin processing the next business day.

Peak Seasons & Holidays: During high-volume periods including the November–December holiday season, Valentine's Day, Nurses Week, Mother's Day, Father's Day, and major sales events, production time increases to 7–10 business days. That puts total delivery at 12–18 business days on Economy and 8–12 business days on Expedited. Specific holiday delivery cutoff dates will be posted on our store.

Studio Closures: When we are away from the studio, production is paused and orders do not begin processing until the return date posted on our site. The production and transit timelines above apply from that date.

Weather & Carrier Disruptions: Severe weather events, natural disasters, or carrier service disruptions may impact both production timelines and delivery schedules. We will communicate any known delays promptly and work with you to find the best solution.

Delivery Guarantee Disclaimer: While we work diligently to ensure timely delivery, Sapphire Shadow Studio cannot guarantee specific delivery dates. Delivery estimates are provided by shipping carriers and may be affected by weather events, carrier delays, high-volume shipping periods, incorrect addresses, or local delivery conditions. Once your package is in the carrier's possession, we are unable to control or influence its transit time.

Custom & Personalized Orders

Because many of our items are made-to-order specifically for you, please note:

Production Timeline Starts After:

Your order and payment are confirmed

If we need to check a detail with you, production pauses. When something needs confirming, an unclear spelling, a character count that will not fit the item, or a thread color, we reach out before we stitch, usually the same business day. Production is on hold until you reply, and the 3–5 business day window restarts from your reply. During a posted studio closure we reply once we are back.

Please review all customization details carefully before placing your order. Double-check names, dates, spelling, colors, thread choices, and sizing. You are responsible for accuracy of all personalization information provided. We are not responsible for errors in customer-provided details, though we will gladly correct any mistakes made on our end.

Custom items cannot be returned or exchanged. Please see our Return & Refund Policy for complete details.

Rush Orders

Important: We offer two separate ways to receive your order faster:

Expedited Shipping (available at checkout) speeds up transit time after your order is produced. Select this option during checkout if you need faster delivery once your item ships.

Rush Production (requires advance contact) speeds up the production/embroidery process itself. This must be arranged before placing your order.

For rush production, please contact us before placing your order to discuss availability and pricing. Rush production fees vary based on our current workload and are separate from expedited shipping costs. Rush production is not available during posted studio closures.

Multiple Item Orders

Orders containing multiple items will ship together once all items are complete. We do not send partial or split shipments. Because every piece is stitched individually, orders of four or more items may add 1–2 business days to production.

If you have an urgent need for specific items from a multi-item order, please contact us before placing your order to discuss options.

Order Tracking

Once your order ships, you will receive a shipping confirmation email containing your tracking number and a link to track your package. Please note:

Tracking information may take 24–48 hours to update after your shipping confirmation is sent
If tracking shows no movement for 7 or more business days, please contact us so we can investigate
Tracking updates are provided by the carrier and are outside our direct control

Shipping Address Accuracy

You are responsible for providing a complete and accurate shipping address. Please double-check your address before completing checkout, including apartment/suite numbers, correct spelling of street names, and accurate city, state, and ZIP code.

If your package is returned to us due to an incorrect address, you will be responsible for the cost of re-shipping. If you notice an address error after placing your order, contact us immediately, we may be able to correct it if your order has not yet shipped.

Address changes cannot be made once your order is in transit with the carrier.

Lost Package Policy

We understand how disappointing it is when a package goes missing. Here is our process:

Step 1: Verify Delivery Status Before reporting a package as lost, please:

Check your tracking information for the most recent update
Look around your delivery area (porches, side doors, mailroom, with neighbors)
Check with household members who may have received the package
Wait 3 business days after the expected delivery date

Step 2: Contact Us If your package has not arrived 7 business days after tracking shows "delivered", please contact us with your order number, tracking number, and description of the issue. Claims reported more than 14 days after delivery confirmation may not be eligible for investigation.

Step 3: Investigation We will open an investigation with the shipping carrier. Investigations typically take 5–10 business days to complete. We will keep you informed throughout this process.

Step 4: Resolution If the carrier confirms your package is lost, we will reship your order or issue a refund, based on your preference and product availability.

Important: Sapphire Shadow Studio is not responsible for packages marked as "delivered" by the carrier. If tracking confirms delivery but you did not receive your package, we recommend filing a report with your local post office or police department. We will provide documentation to support your claim but cannot replace or refund orders the carrier has confirmed as delivered.

Porch Piracy & Theft

Once tracking confirms delivery, the package is considered successfully delivered and is no longer our responsibility. We are not able to replace or refund orders stolen from your delivery location after successful delivery. We strongly recommend:

Shipping to a secure location (workplace, trusted neighbor, package locker)
Installing security cameras or using doorbell cameras
Asking neighbors to collect packages if you'll be away

Damaged Package Policy

Please see our Return & Refund Policy for complete details.

Refused Delivery

If you refuse delivery of your package or if the package is returned to us because delivery was refused:

You will be responsible for return shipping costs, which will be deducted from any refund
Custom items cannot be refunded if delivery is refused, as these items are made specifically for you

If you need to refuse delivery due to visible damage, please contact us first so we can coordinate with the carrier and document the issue properly.

Undeliverable Packages

Packages may be returned to us as undeliverable for various reasons, including incomplete or incorrect address, addressee unknown at location, or unclaimed after multiple delivery attempts.

If your package is returned as undeliverable:

We will contact you to verify your shipping address
Re-shipping costs are your responsibility unless the error was ours
If you do not respond within 7 days, we will issue a refund minus original shipping costs and any applicable restocking fees
Custom items that cannot be resold may not be eligible for refund

Order Delays and Communication

In accordance with FTC guidelines, if we are unable to ship your order within our stated processing timeframe, we will:

Notify you promptly of the delay
Provide a revised estimated ship date
Offer you the option to cancel your order for a full refund

You will receive delay notifications via email. If you choose to cancel, your refund will be processed within 7 business days to your original payment method.

We may experience delays due to high order volume, supply chain issues, or circumstances beyond our control. We commit to keeping you informed every step of the way.

Questions?

Check out our FAQ page for answers to common questions, or visit our Contact page if you need additional help. We're here for you!