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Refund & Shipping Policy

At When Pigs Fly Creations, each item is custom-made with care. Because of the personalized nature of our products, we are limited in what can be returned — but we’re committed to making it right if something goes wrong.

Personalized & Custom Orders

Due to their unique nature, custom or personalized items are not eligible for return or refund unless:

  • The item arrives damaged or defective

  • There is an engraving error caused by our team

We do not offer refunds for customer-approved typos, such as misspellings or incorrect dates. All custom designs are sent for approval prior to engraving, and the final approved design is what will be produced.

If a replacement is needed, we will send a new item at no cost to you using the same or comparable shipping method as the original order. If you choose not to receive a replacement, we will issue a refund for the defective item only (excluding shipping).

Non-Personalized Items

We gladly accept returns and exchanges on non-personalized items.

  • Contact us within: 5 days of delivery

  • Return items to us within: 10 days of delivery

  • Return method: Mail to our provided return address (customer is responsible for return shipping unless the item is defective)

Once your return is received and inspected, we’ll issue a refund to your original payment method.

Cancellations

We begin processing orders quickly to meet turnaround times. Cancellations are only accepted within 12 hours of placing your order. After that, the order is locked in for production.

Damaged or Defective Items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery. Include clear photos of the damage or issue. We’ll respond promptly with a resolution.

Late or Last-Minute Orders

We strongly encourage customers to order well in advance. While we will replace any item that meets our damage or error criteria, we cannot expedite replacements or refund entire orders if timing issues arise for last-minute gifts.

GENERAL SHIPPING INFORMATION

Estimated delivery times are provided as estimates only and are not guaranteed unless an express shipping method (USPS Priority Mail Express or UPS 2 Day) is selected. Delivery times include production time plus shipping time. Selecting a faster shipping service does not speed up production time; only Rush Add-On charges can expedite production.

Express Shipping

For orders with USPS Priority Mail Express or UPS 2 Day, we guarantee delivery by the estimated date, provided there are no customer-related delays. Delays that void this guarantee include, but are not limited to:

  • Incomplete order information (e.g., missing design files)

  • Failure to approve designs in a timely manner

If an express shipping order does not arrive by the guaranteed date due to our error, a full refund will be issued. No refund exceptions will be made for orders that do not arrive by a customer’s hoped-for date if express shipping was not selected.

PROCESSING TIME
All of our products are made-to-order and typically ship within 2–4 business days. Orders with custom designs may take 4–6 business days. For bulk orders, please allow one additional business day per 10 units.

 

SHIPPING DESTINATIONS

We proudly ship domestically within the United States.

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SHIPPING METHODS:
We offer a variety of shipping options through USPS, UPS, and FedEx, including:

  • USPS First Class Package International

  • USPS Priority Mail & Express International

  • UPS 2nd Day Air & Ground

 

FREE SHIPPING
Orders over $75 qualify for free economy shipping, which defaults to the most cost-effective option available at the time of shipment.

 

TRACKING INFORMATION
Once your order ships, you’ll receive an email with tracking details to follow your package’s journey.

 

LOCAL PICKUP
Local pickup is available. Standard pickup hours are Monday–Friday, 9:00 AM to 5:30 PM. After-hours pickup can be arranged via locker—contact us to schedule.

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NEED IT FASTER?
Let us know if you’re on a tight deadline. We offer discounted express shipping and a rush fee upon request. 

Returned Packages

If your personalized item is returned to us due to an incomplete, incorrect, or undeliverable shipping address, we’ll reach out via the email or phone number provided at checkout.

You will have 25 days from the date we contact you to provide an updated and accurate shipping address. During this time, we’ll hold the item and prepare it for reshipment.

Please note:
• Additional shipping fees may apply for resending the item.
• If we do not receive a response with updated information within 30 days, the personalized item will be discarded and cannot be refunded or reproduced, as it was custom-made specifically for you.

We strongly encourage double-checking your shipping information at checkout to ensure smooth delivery

Important Notes

  • We are not responsible for delays caused by shipping carriers, weather, or other external factors.

  • Customers are responsible for providing accurate shipping information. We are not liable for delays or non-delivery due to incorrect addresses.

  • No refunds or replacements will be issued for orders delayed due to customer-related issues, regardless of shipping method.

  • If a package appears lost, we will handle the claim and send a replacement once it’s officially deemed lost (minimum of 7 days with no tracking updates).
    We are not responsible for packages marked as “Delivered” by the carrier but suspected stolen—please file a claim directly with the shipping provider in that case.

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