How can we help you?
FAQ
GENERAL
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!
Do you offer wholesale/work with stockists?
ORDERS
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 support@apleasantthought.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 support@apleasantthought.com 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.
SHIPPING
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.
CANADA
· Expedited Parcel – 1-7 business days
· Xpresspost – 1-2 business days
· Priority – Next day
US
· 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).
I think my order might be lost! What do I do?
If your order hasn’t arrived after 2 weeks in transit
(please check the status of shipping using the tracking information provided), please
contact us at support@apleasantthought.com
so we can investigate for you.
RETURNS & REFUNDS
Do you accept returns?
How do I return my order?
To initiate a return, please email us at support@apleasantthought.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.