How long will my order take?
It depends on what items you have ordered. If your order contains only stock items, it will be shipped the same or next business day. Custom printed paper products such as announcements and other cards will be printed and shipped the next business day after you have approved your e-mail preview. All other personalized and custom made items such as room signs, “My Family” products, plaques, T-shirts, favor bags, etc. will be printed and shipped out within 3-5 business days unless you have selected RUSH processing, in which case they will be printed and shipped out within 1-2 business days.
What shipping methods do you use?
We use USPS Priority mail for all orders unless otherwise specified. Priority mail typically takes 2-3 business days but is not guaranteed for a particular day and may slow down during the holiday season. If you need faster shipping or a guaranteed delivery day we also offer FedEx 2-day and FedEx next day shipping. Please be aware that FedEx does not pick up or deliver on Saturday and Sunday and do not count those days in their promised delivery times.
I’m ordering more than one custom made item - do I have to pay the $5 RUSH fee on each one if I want my order quickly?
No. If you are ordering multiple custom printed items, you need only pay one rush fee and your entire order will be printed and shipped out within 1-2 business days.
I like one of your designs but would like to change the wording on the item - can I do that?
Yes! For most of our custom items it is a simple matter to change the text - send us an e-mail at sales@mandysmoon.com describing what you would like to do and we’ll let you know if it’s possible.
Can you print my own design or photo onto your items?
Yes! Many of our items will work for this purpose - plaques, ceramic tiles, mugs, T-shirts, luggage tags, name badges, paperweights, coasters, mousepads, door hanger signs, stuffed animals w/T-shirts, and more. We are always happy to work with teams, clubs, businesses, and organizations to make products with your designs for promotional purposes or special events, and do not have any minimum order requirements.
Do you offer bulk or quantity discounts?
The process that we use to produce our products is expensive and time consuming, and is a process that is primarily intended for small volume orders rather than large volume ones. We can handle large volume orders, but unfortunately it is not like screen printing, in which the cost goes down dramatically as you produce more pieces of the same design. It costs the same for us to produce the 50th piece as it does the first. We do not charge any setup fees and have kept our prices low in order to be affordable, but this means that on most items we cannot afford to give quantity discounts.
What is your return policy?
We want our customers to be satisfied, and will work hard to make sure that happens! All stock, non-personalized, non custom-printed items may be returned within 30 days for a full refund of the item price (shipping is not refunded). Certain items that are not personalized are still custom printed as ordered...these include things featuring choices of Chinese Characters, flags, or other options. Contact us first to see if these items are returnable - if it is something we feel we can use it again we will usually let you return it, but if it is something we made just for you and do not have a good chance of selling again, then I am sorry, but we cannot accept it as a return. Please send returns to: Mandy’s Moon, 5350 Commerce Blvd., Suite J, Rohnert Park, CA 94928. Please include your name and the reason you are returning the item. If you paid by credit card a refund will be issued to your account. If you paid by check or PayPal we will issue a refund check to you or PayPal refund to you. From 30-60 days stock items may be exchanged for other items of equal value, and you will only be charged the cost of shipping the new item.
Personalized and custom created items are not returnable if we have made them according to your order. If there is an error in your personalized item which is our fault, please notify us immediately by e-mail at sales@mandysmoon.com and we will of course replace it for you at no charge. If we filled your order correctly but you decide you want to change your item for a different color, size, design, or any other reason, please write to us explaining the situation and we will work with you to make you a new item at a reduced price. In this case you would be responsible for the shipping cost of the new item.
I have a question about my order - how can I reach you?
You can reach us by e-mail any time at sales@mandysmoon.com. We check e-mail frequently throughout the day and will respond quickly to any questions. You can also call us at 800-939-2042 between 9 a.m. - 2 p.m. Pacific time. We are a small family business and if we are out, please leave a voice mail message with your name and a good time to return your call, along with what time zone you are in and we will contact you as soon as we return.
