Store FAQ

• Do you accept orders placed outside of the US?

  Not at this time.

• How long will it take to receive my order?

  If you are local to the Knoxville area, please send us an email at [email protected] to arrange a pick up time. We do have a retail location and hours vary seasonally.

• What is your TURN AROUND time?

  The average processing time for most orders is 2-14 business days (excludes Saturday, Sunday & holidays). If you placed your order anytime after 4PM, it will not be considered processing until the following business day, so please keep this in mind when calculating the number of days your order has been considered processing. Processing time refers to the amount of time it takes for our staff to make and/or order the items to be personalized and does not include the amount of time it takes to reach you once the completed order has left our facility.  Most of our items are shipped via the USPS unless other arrangements are made. You will be supplied with a tracking number once your item ships. Please refer to your tracking number and shipping times via usps.com for tracking updates. During busy seasons or holidays, these items can take up to an extra week due to the volume of orders. We suggest paying the Rush Fee if your order is time sensitive. Please remember that shipping time is the time it takes for the completed order to be mailed from our facility in Tennessee to your address. The shipping does not have anything to do with the turn-around time. Please understand that if you are paying for overnight shipping, this does not mean that we will be able to manufacture your order overnight!  It just means that we give that shipping fee to the carrier once your order is completed and ready to ship. Some information on RUSH orders: We use that fee to pay the extra shipping costs to rush any supplies from our supplier to us or to cover the cost to ship the item directly to you from the supplier. You can expect this rush fee to decrease the processing time for your order by 3-5 business days for most items. While we can rush most items by a few days, some of our items have a certain amount of processing time that we have no control over. We are unable to guarantee that you will receive your order by the requested date and cannot refund any orders that do not meet your deadline.  Since you are ordering something personalized, we need a certain amount of time to ensure it is properly made. If you think you should have received your order by now, please send an e-mail to [email protected] with your order number and we will be glad to look into locating the status of your order for you! We answer emails as fast as possible, many times late at night or early in the morning.  Please allow a 24-48 hour response time.  Please do not send multiple E-Mails unless for some reason you have not heard back within 48 hours!

• Do I need to add the RUSH FEE?

  If you are asking this question, the answer is most likely yes! We suggest adding the rush if your order is time sensitive. Check out the question regarding turn around time to view standard processing times. Still have questions? Just send us a message at [email protected]. Please include the item(s) you are interested in, your shipping address and your deadline!

• Can I see a proof of what my initials will look like prior to making my order?

  Yes! A proof can be ordered for $5.00. This includes one revision.