FAQs & Policies
Our goal is for this transaction to be the most smooth and simple purchase you have ever made.
But sometimes things go wrong, or you need us to ship your purchase to NYC instead of Walla Walla, or the mailman bends the stay-flat envelope marked "DO NOT BEND" over his knee and shoves it into your mailbox.
Send us an email, please. We will try and make everything better.
PAYMENT POLICY
We accept payment by Credit Card or PayPal. (Items paid by PayPal e-Checks will not be processed until your payment has cleared. This form of payment can take up to 5 days to clear.)
All orders must be paid in full before your package will ship. Processing time begins once payment has cleared.
Rubi and Lib Design Studio (Pink Poppy Party Shoppe, LLC) is a registered and licensed business therefore sales tax is charged on all Pennsylvania state orders.
SHIPPING POLICY
Please review the “Processing Time” information listed in every listing to get an estimate on how long it will be before your items ship.
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PERSONALIZED PRODUCTS
If available, and if requested a digital proof will be sent via email within 48 business hours (not including weekends or holidays). We will not move forward with production until we have your proof approval (when a proof is requested). Please keep an eye out for this communication, as approval delays will delay shipment of your products.
Personalized items ship within 14 business days once payment and proof approval is received.
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READY TO SHIP PRODUCTS
All ready to ship items are typically shipped within 1-2 business days (excluding weekends and holidays) after you’ve placed your order. Orders placed between Friday afternoon and Sunday evening will ship Monday or Tuesday.
Please note we do not guarantee the 1-2 day processing time (unless you’ve spoken to us) and depending on our current order volume, shipping may take several days to occur.
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EVENT DATES AND DEADLINES
It is your responsibility to notify us if you need your items by a certain date. We do not accept responsibility for items that arrive after your event date if you have not notified us of your deadline. Shipping upgrades may be needed to meet your event date.
Rubi and Lib Design Studio (Pink Poppy Party Shoppe, LLC) does not guarantee the arrival date of any order unless you have spoken to us first via Email and we have responded that the date is possible.
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WRONG DELIVERY ADDRESS
We will not be held responsible for orders being delivered to "wrong" or "old addresses" a customer has on file. All shipping labels are generated directly from the system information entered by the customer and at no time will we alter addresses unless specifically requested by the customer. Should your order be returned to the studio as an "Undeliverable As Addressed", you will be required to pay another shipping fee. Orders shipped to incorrect addresses, as provided by the buyer, will not be reprinted and/or reshipped at the expense of Rubi and Lib Design Studio (Pink Poppy Party Shoppe, LLC).
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NON DELIVERY
We cannot track down packages that are marked as delivered, but are "not received". Our best piece of advice is to talk to your neighbors, check next to your porch or back door, and talk to those you live with to make sure they didn't stash it somewhere. Your local post office or FedEx/UPS locations can also help, call and ask to speak to your carrier and ask them where the package was left. They can also help walk you through the investigation process.
We do not issue refunds on lost packages.
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SHIPPING METHODS
We use USPS/UPS/FedEx for shipping. We will carefully package your item(s) for shipment. Rubi and Lib Design Studio's (Pink Poppy Party Shoppe, LLC responsibility ends upon delivery of product to the carrier. In case of damage to your shipment, contact your carrier immediately in writing outlining loss and/or damage.
The shipping charge includes the price of shipping, delivery confirmation (for domestic purchases), and packaging.
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TRANSIT TIMES (USA)
Ground Shipping: 2-5 Business Days (plus processing time)
2nd Day Priority Shipping: 2-3 Business Days (plus processing time)
Next Day Air / Express: 2 Business Days (plus processing time)
Estimated delivery times are generally very accurate, but we do not take responsibility for any delays caused by the USPS/FedEx/UPS. Please add a few extra days for delivery around holidays.
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TRANSIT TIMES (INTERNATIONAL)
International shipping can take 2-4 weeks (and in some cases longer) for delivery. Please keep this in mind when placing your order to ensure there is enough time for delivery. If you're not sure, please contact me and I will help you determine how much time is typically needed for your location. Please note however, that as the Customs process can be very inconsistent, we do not guarantee any delivery dates for international packages. All delivery times are a general estimate.
Any additional tariffs, VATs, import fees, or similar, are the buyer's responsibility, upon the item's delivery.
For international buyers, please be advised once I mailed out the package, it is out of my control. I cannot be responsible for mail lost by the carrier or from a hold by customs. However, I will try my best to work with you to avoid this type of problem. Thank you so much for your understanding.
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Please note that we do not guarantee arrival dates for any packages (regardless of the shipping method chosen at checkout) unless you have spoken to us directly and gotten confirmation of your specific delivery date. We do not accept returns for items that arrive after the date you need them if you haven't spoken with us first.
Because of the above policies, it is the customer's responsibility to check with us before ordering if you need your order by a specific date.
REFUND POLICY
We can’t be responsible for a change of mind, but if a printing mistake is made on our end, we will replace the item free of charge. All custom/personalized/food grade items are non-refundable.
Please note that we do our best to represent colors in all of our product photos and proofs, but due to browser and monitor settings, colors may vary from your computer screen to the print item(s).
In order to guarantee to our customers that all food grade items are new and unused these items cannot be returned, even if unopened. This includes (but isn’t limited to) paper straws, paper plates, cups (of any kind), napkins, cupcake supplies, cake toppers, candles, favor bags, cello bags, and stir sticks.
Balloons and all special orders are also non-refundable, even if unopened.
Requests for returns must be made within 5 calendar days of receiving an item. A return authorization number must be issued in order to return the item in new condition. Once received, in new, unused condition, we will issue a refund for the item – shipping charges are non-refundable. Buyers are responsible for all return shipping fees and for your protection, we recommend you obtain a tracking number for the package.
Returns are at our discretion.
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DAMAGED ITEMS
Once orders are placed in the mail it becomes the responsibility of the USPS/FedEx/UPS. If the shipping carrier damages or loses the package, Rubi and Lib Design Studio (Pink Poppy Party Shoppe, LLC) is not liable for the loss. Rubi and Lib Design Studio (Pink Poppy Party Shoppe, LLC) does not offer refunds on such items.
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CANCELLATION POLICY
If we have not started on your order, there would be no charge and we will refund your entire purchase in full. If we have started the proof process, there is a charge of $20. If we have received your final proof approval, you will be responsible for the entire order cost.
Rubi and Lib Design Studio (Pink Poppy Party Shoppe, LLC) reserves the right to cancel an order at any time. If an order has been placed and the customer does not respond within 2 weeks to the proof email(s), the order will automatically be cancelled (minus the $20 proof charge). We make every attempt to contact the customer during this period including contacting buyers via email.
It is the customer's responsibility to measure their items accurately before placing an order for products. If you plan to order a large amount of an item, we recommend ordering a single one first so you can see the item in person if you have doubts about color or size. We are happy to answer any questions before you place your order and will help you find the right size product for your needs.
ADDITIONAL INFORMATION
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CUSTOM DESIGN POLICY
All products created for customers are the design and intellectual property of Rubi and Lib Design Studio (Pink Poppy Party Shoppe, LLC). In purchasing a “custom design product” or paying the Rubi and Lib Design Studio (Pink Poppy Party Shoppe, LLC) "custom design fee”, the customer understands that these items will become Rubi and Lib Design Studio (Pink Poppy Party Shoppe, LLC) copywritten items and may be sold as future Rubi and Lib Design Studio (Pink Poppy Party Shoppe, LLC) products or used in Rubi and Lib Design Studio (Pink Poppy Party Shoppe, LLC) advertising. All custom design fees are non-refundable.
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PROOF POLICY
We strive to ensure customers are 100% happy with their orders before moving into production. However, all design orders are limited to two proofs. Should a customer need additional proofs beyond the first two, a $5 fee will be charged.
Rubi and Lib Design Studio (Pink Poppy Party Shoppe, LLC) is not responsible for spelling or grammatical errors that are printed. We strive to catch these mistakes, but customers are responsible for checking and correcting their orders before giving the proof approval.
All proofs are sent within 48 business hours (not including weekends or holidays) via email. During busier times (holidays, wedding season, etc.) proofs may take longer to be created and sent.
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PRINTABLE DESIGN POLICY
Once a printable design proof has been approved and delivered to the customer via email, downloadable link, or any other method decided on, no additional editing or customization by Rubi and Lib Design Studio (Pink Poppy Party Shoppe, LLC) will occur. For any additional customization once the final product has been delivered, the customer will need to repurchase the item at the purchase price.
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WHOLESALE
Interested in carrying our products? Send us an email for more information - hello@rubiandlib.com