Want peace of mind? We’ve got you! Our optional Package Protection gives you extra confidence with every order. For just 3% of your subtotal, your order is protected against damage, loss, or theft.

• If your package is lost, damaged, or marked as delivered but hasn’t shown up, no worries — we’ll either resend it or issue store credit for the same item.

• Just file your claim within 3 to 15 days of the delivery scan.

• If we can’t resend your item (say it was limited edition), we’ll issue store credit so you can reorder something just as amazing.

Please note: if a package was signed for, it’s no longer eligible for replacement.

If you didn’t select Package Protection, we recommend reaching out to the shipping carrier directly for help.

Heads up: Package Protection doesn’t cover orders with incorrect addresses submitted at checkout.

Need to file a claim? Email us at hello@rubiandlib.com with your order number and details. You can also read the full policy here.

We ship ready-to-go goodies in 1–2 business days (excluding weekends and holidays). Orders placed Friday through Sunday typically head out on Monday or Tuesday. If we’re experiencing a high order volume, we’ll do our best to keep you posted on delays.

We totally understand how important your event date is! If you need your order by a certain day, please reach out before placing your order. We’ll confirm whether we can make it happen and may suggest a shipping upgrade if needed.

Double-check those shipping details! We ship exactly to the address you enter, and we can’t make changes once it’s been processed. If a package is returned to us, we’ll gladly reship it — just note that additional shipping charges will apply.

Still no sign of your package? First, check with neighbors, family members, or around your porch — sometimes packages hide in plain sight. If you added Package Protection, we’ve got your back!

• Wait 3 days (but no more than 15) after the delivery scan before filing a claim.

• If a signature was required and recorded, we consider that a completed delivery.

• We’ll either resend your item or issue store credit if a replacement isn’t possible.

Didn’t opt in for Package Protection? You’ll want to contact your local carrier to investigate. And remember: incorrect shipping addresses aren’t covered.

To file a claim, email hello@rubiandlib.com with your Order ID and details.

We ship via USPS, UPS, and FedEx — and we pack every order with care! Once your package is handed off to the carrier, their delivery timelines kick in. If your package arrives damaged, be sure to contact them first to start a claim.

Domestic (U.S.):

• Ground: 2–5 business days

• Priority: 2–3 business days

• Express: 1–2 business days

International:

• Around 2–4 weeks (sometimes longer depending on customs)

We wish we could hand-deliver each order ourselves, but unfortunately delays can happen. Please allow extra time around holidays or if customs gets fussy.

If your order includes personalization and you requested a proof, we’ll send a digital preview to your email via our proof management system within 48 business hours (excluding weekends/holidays).

If we do not receive a response within 7 calendar days, your order will automatically move into production using the proof as-is to avoid any delays.

We want your order to be perfect. You’ll receive up to 2 rounds of digital proofs. Additional proof rounds are $5 each.

Please review everything carefully — spelling, grammar, layout — before giving us your final approval.

Keep in mind, colors may vary slightly from screen to print, and small print variations (like alignment or texture) are normal with handmade printing.

As a reminder, if we do not receive a response within 7 calendar days, your order will automatically move into production using the proof as-is to avoid any delays.

If you placed an order with our standard production (not rush) and we notify you that we cannot meet your required need-by date, you have two options:

• Refund minus a 5% processing fee — covers transaction & administrative costs.
  
• Full refund as store credit — 100% of the amount returned in the form of store credit, no fees.
  

Please note: This option is only available if artwork or proofing has not yet begun. If proof or artwork work has started, our standard proofing/cancellation policy applies.

If our design team has already begun creating your proof, there is a $20 proofing fee deducted from your refund. This fee covers the design time and setup required to begin personalizing your order.

If your order includes custom artwork, the custom artwork fee is non-refundable once the artwork process has started.

Once you have approved your final proof, the order cannot be canceled and is fully billable because production begins immediately after approval.

Because most of our products are custom-made just for you, all sales are final. That said, if we haven’t started on your order yet, we may be able to cancel it. Contact us ASAP.

We don’t offer returns or exchanges on personalized, food-grade, or custom-made items. These include napkins, cups, straws, stir sticks, favor bags, cake toppers, etc. Balloons and special-order items are also non-refundable.

If there’s a printing mistake on our end, we’ll make it right!

Oh no — we hate when that happens! If your item is damaged in transit and you purchased Package Protection, we’ll replace it or issue store credit.

If you didn’t purchase Package Protection, you’ll need to file a claim directly with the carrier.

We recommend measuring your space or tableware and reviewing our product descriptions closely. Still unsure? Reach out and we’ll help you decide. If you’re planning a large order, try ordering a single sample first!

Short on time? Reach out before placing your order. Depending on our production schedule, we may be able to accommodate your request or recommend expedited shipping.

Ordering a sample is a great way to test the color, size, and print before committing to a larger order. Contact us for availability.

We love working with your pet portraits, logos, or sketches! Just send us a high-resolution image, and we’ll let you know if it’s print-ready.

Yes! Custom designs are welcomed. When you submit a custom design or pay a custom artwork fee, you agree to let Rubi and Lib use your design in future product listings or marketing unless otherwise agreed upon.

Once we send your final printable design, it’s considered approved. Any future edits would require purchasing a new listing. Please double-check your files before giving the green light!

Definitely! Browse our Instagram to see real customer photos and ideas for your next celebration: instagram.com/rubiandlib

Our custom illustrated pet napkins and cups are customer favorites! They’re a fun way to show off your furry family member on the big day.

Send us an email at hello@rubiandlib.com and we’ll get back to you within 2–3 business days. Be sure to include your order number for faster service.