How can we help you?
What are your operating hours?
Our customer service is available Monday through Friday, 8:00am to 8:00pm. If you reach out to us, we will reply within 24 hours!
How quickly will my order ship after it is placed?
Due to the nature of our handcrafted products, we require 1-3 business days (Monday-Friday) for processing before shipping out orders.
Made-to order jewelry and customized products will ship out in 3-5 business days.
I am having issues placing my order. What do I do?
Please try again after refreshing your web browser and clearing your cache and your internet cookies. If the issue persists, please contact us at email@example.com and we will look into it for you.
How do I know if my order went through?
If your order went through, you would receive a confirmation email. If you did not receive a confirmation email, your order did not go through.
You can also find the status of your order by logging into your account and viewing your order history.
Can I modify my order?
Unfortunately we are unable to modify (add/remove products) after an order is made. Please contact us within 24 hours of placing your order if you would like to cancel it. Otherwise, please follow our return policies here to proceed with a return.
Can I cancel my order?
Please contact us within 24 hours of placing your order so we can cancel and issue you a refund. After this point, your order may already be out for delivery. Please refer to our return policy here if you would like to proceed with a return.
Where do I apply my promotional code?
Promotional codes are applied at checkout. After selecting the products you want to buy, go to your “Cart”, and enter your promo code/gift card number in the “Add a discount code or a gift card” field. Click OK to validate and update your new total. Confirm order to complete checkout.
My promotional code is not working! What should I do?
The only promotional codes we offer are posted on our site or provided to you via email. Promotional codes are applied at checkout, and must be valid (not expired) and/or your order must be eligible to the promotional code (e.g. more than $150 for free shipping) to apply.
If the code is not expired and/or your order is eligible to the promotional code, please email us at firstname.lastname@example.org and we will be happy to assist you.
I forgot to apply a promotional code! What do I do?
Unfortunately, we are not able to modify an order once it has been placed. However, if your order has not yet been processed, it may still be possible to cancel it and issue you a refund so you can replace your order with the promotional code. Please contact us within 24 hours of placing your order as after that your order may already be out for delivery.
Do you ship internationally?
Currently, we are only shipping within Canada and to the USA. We are working on expanding to shipping worldwide.
How do you ship?
How long before I receive my order?
We ship with Canada Post and you are able to select shipping based on shipping speed (please see below). Shipping charges are calculated based on your selection.
· Expedited Parcel – 1-7 business days
· Xpresspost – 1-2 business days
· Priority – Next day
· Small Packet USA Air - 5–8 days
· Expedited Parcel USA - 4–7 days
· Tracked Packet USA - 4–7 days
· Xpresspost USA - 2–3 days
It is important to note, delivery standards are based on normal delivery conditions and are subject to change without notice based on the carrier. Any delays in shipping after items have been dispatched is out of our control.
Can I change the delivery address?
Can I provide my PO Box for the delivery address?
How do I know my order has shipped?
When your order has been dispatched, you will receive a confirmation email (separate from your order confirmation email). This email will provide you with tracking information as well.
How can I track my order?
Please follow the tracking number provided in your confirmation of dispatch/shipping email, and in your account (if you have one set up).
RETURNS & REFUNDS
Do you accept returns?
How do I return my order?
To initiate a return, please email us at email@example.com. Please include your name, contact information, and order#, along with your reason for the return. If the item was received damaged, please include photos with your email. We will confirm if your return has been accepted within 24 hours. Items sent back to us without first requesting a return will not be accepted.
Please note the following when you are ready to proceed with a return:
• Return shipping costs are the responsibility of the buyer; however, we can supply a non-refundable return shipping label at the buyer’s request.
• Items must be returned unopened in their original packaging.
• It is the responsibility of the buyer to ensure the product is packed safely and securely to prevent damage in transit. A copy of your order confirmation must also be included with the return package. Please note A Pleasant Thought will not assume responsibility for damaged returns due to improper packing.
Please refer to our Return Policy here for more information.