Where do you ship?

We ship to most countries worldwide. Delivery may be unavailable to certain remote areas, islands, or military addresses.

How much does shipping cost?

Shipping fees depend on your location, selected shipping method, and package size. The final shipping cost will be displayed at checkout.

Qualifying orders over $99 may receive free standard shipping.

How long will my order take to arrive?

Orders are generally processed within 3–5 business days and delivered within an additional 7–10 business days.

Most orders arrive approximately 10–15 business days after the order is placed.

📦 Order Management

How can I track my order?

You will receive a tracking number by email once your order ships. Please allow 1–3 business days for tracking information to become available.

Can I change or cancel my order?

Contact us as soon as possible after placing your order.

Because many products are made to order, changes or cancellations may no longer be available once production has started or the order has shipped.

🚚 Delivery Issues

What should I do if my package is delayed?

Occasional delays may occur due to customs, carrier congestion, severe weather, or other circumstances outside our control.

Contact us with your order number if your package is significantly delayed, and we will review the tracking information.

What happens if my package is marked as delivered but has not arrived?

First, check around your property and ask household members or neighbors whether the package was received on your behalf.

If you still cannot locate it, contact us with your order number. We will review the shipment and assist you with the next steps.

Report Within 7 Days

Contact us within 7 days of delivery if your order arrives damaged, defective, or incorrect.

Refunds in 5–10 Business Days

Approved refunds are issued to your original payment method.

Personalized Items

Personalized and made-to-order products are generally non-returnable unless there is a verified issue.

How the Resolution Process Works

1. Contact Our Support Team

Email us within 7 days of delivery and include your order number and a description of the issue.

2. Submit Photos or Videos

Provide clear photos or videos showing the product, packaging, shipping label, and reported issue.

3. We Review Your Request

Our support team will review the information and determine the appropriate resolution.

4. Replacement or Refund

If your request is approved, we may provide a replacement, partial refund, or full refund, depending on the circumstances.

Damaged or Incorrect Orders

What should I do if my order arrives damaged or incorrect?

Contact us within 7 days of delivery.

Please include:

• Your order number
• A clear description of the issue
• Photos or videos of the product
• Photos of the packaging and shipping label

Keep the product and all original packaging until our support team has completed its review.

What issues are covered?

We may offer a replacement or refund when an item:

• Arrives damaged or defective
• Is different from the item ordered
• Is significantly different from its product description
• Has a verified manufacturing defect
• Is confirmed lost in transit

Each request is reviewed individually based on the information and evidence provided.

Returns & Eligibility

Are personalized or made-to-order items returnable?

Personalized and made-to-order products are generally non-returnable because they are produced specifically for each customer.

However, support may be available if the item arrives:

• Damaged
• Defective
• Incorrect
• Significantly different from its product description

Do I need to return a damaged or defective item?

A return may not be required in some cases.

Please wait for written instructions from our support team before returning or disposing of any item.

Sending a product back without prior authorization may delay the resolution process.

Where should I send my return?

Do not return products to the supplier, manufacturer, or fulfillment address shown on the package.

Contact our support team first to receive the correct return address and instructions. Unauthorized returns may not be accepted or refunded.

Are original shipping fees refundable?

Original shipping fees are generally non-refundable.

Shipping fees may be refunded when:

• The issue was caused by us
• The wrong product was delivered
• The product arrived damaged or defective
• A refund is required under applicable law

Return shipping costs will depend on the reason for the return and the instructions provided by our support team.

Warranty Coverage

What does the warranty cover?

Warranty support applies to verified manufacturing defects or product issues that existed when the item was delivered.

Warranty coverage does not normally include damage caused by:

• Misuse or improper handling
• Incorrect installation
• Accidents or impact
• Unauthorized modifications
• Normal wear and tear
• Exposure to unsuitable weather or environmental conditions
• Failure to follow product care instructions

Photos, videos, or other information may be required to verify the issue.

Refunds

How long does a refund take?

Once approved, the refund will be issued to the original payment method used for the order.

Please allow approximately 5–10 business days for the funds to appear. Processing times may vary depending on your bank, card provider, or payment service.

Shipping time, processing time, and bank processing time are separate and may affect when the funds become visible in your account.

Customer Support

How do I contact customer support?

Email admin@jennprinthouse.com and include:

• Your full name
• Your order number
• A description of the issue
• Clear photos or videos, when applicable

Providing complete information will help our team review your request more quickly.