Secret Message Mug

ORDER

• Processing time will start once your order is confirmed.
• Entire transaction will take place via email. It is important that any changes, requests, or additional information concerning the order must be placed under the same email thread so we keep everything clear and organized.

DESIGN

• Please take note that our design team only work on weekdays.
• We will send the date when to expect the mock up design for your approval. This is not the actual product.
• Revisions take 24-72 hours to process.
• Processing time will depend on the customer’s response time and how quickly they approve the design. Once the design is approved, it will proceed with the production process.

PRODUCTION

• Production includes crafting the approved design and preparing your order for shipment which takes 3-5 working days.

SHIPMENT

• Once your order is ready for shipment, we will hand it over to our partner couriers.
  

LEADTIME

• Processing your order takes 24 hours. Weekends and holidays are excluded.
• Processing time is different from delivery time, delivery time will depend on your location.
• Free shipping is only applicable for orders within the Philippines.
• For orders made over the weekend, the processing continues the following Monday.

Who are your partner couriers?

• We ship via Consegnia Logistics and Gogo Xpress.

Still haven’t received my shipment, what do I do?

• Once the orders are shipped out, a notification will be sent to you once your tracking number is available.
• We can help you track and monitor the current status of your order via the tracking link/number provided.
• Please be reminded that once we forward your parcel to our partner courier, we do not have control over it anymore as we do not have control over their system.

Self/book Pick Up

• If you want to speed up the delivery process of your order you may opt to have your order delivered via any same-day delivery courier that is available to your area. We highly suggest that you be the one to book to avoid drop-off mistakes. This will be at your own expense.

How long does it take to deliver my order?

Once your order is shipped delivery time is as follows:

• Metro Manila: 2-3 working days.
• Luzon: 3-5 working days.
• Visayas and Mindanao: 5-10 days working days.

Weekends and Holidays are not included.

Important Note:

• Delivery time will start once the product is dispatched.
• Orders may take longer to arrive during peak season.
• Expect unexpected delays during holidays and extreme weather.
• We do not have shipments and deliveries during weekends.
• NO MEET-UPS and personal pick-up.
• When our standard couriers are unable to deliver to the customer’s address, chances are the parcel will be returned to us. This might be due to the following reasons:

1. The address given upon placing the order is incorrect
2. Out-of-delivery Zone
3. The recipient is unreachable/unknown

If this happens, we will reship your parcel, however, shipping should be charged again.

• Just in case we have to ship your order with a different courier, please be reminded that additional charges might apply.
  

RETURN
All custom-made products are not eligible for return as these products are hand-crafted for specific customers.

• We can only replace defective items or if we unintentionally sent you the wrong order. Shipping will be on us.
• For defective or faulty products, please take photos or videos and email us. We will gladly replace your item. We only accept replacement within 7 days upon the arrival of your order.
• Claims regarding a wrong item or missing item must be made within 24-48 hours of your marked delivery date.
• This policy does not cover misuse, accidental damage, or any abuse of the purchased product. Products damaged by the customer will not be eligible for replacement.
• If the exact item is no longer available, we will work with you to find a suitable alternative.
• It is up to the discretion of our team if you are eligible for exchange.
• For hygienic purposes, we do not accept returns for the following products:

1. Monogram and Entwine
2. Estelle
3. Vector Mug
4. Ambigram

Can I get a refund?

• Once your order is confirmed, and you decide to cancel the order. A 50% of the total amount paid can be granted, as the process has been started.
• Once your order is ready for shipping, it is already non-refundable.
• Refunds will be issued using the same method of payment used for the original purchase.
• Processing a refund takes 7-14 business days depending on your mode of payment. A notification will be sent once processed.