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Q&A
Please check info below to answer some of your questions
Turnaround Times
Febuary 18th Update
Working on orders placed November 19th-29th
Next on deck will be orders placed Nov 30th-Dec 2nd
We are on a 12-14wk turnaround time for epoxy tumblers that does not include weekends OR holidays. If you choose the "rush fee" your cup will be processed within week (not including weekends or holidays). All cups are MADE to order unless it's a "ready to ship" item.
We are on a 48hr turnaround time for Sublimation tumblers (not including weekends or holidays).
*If you are purchasing epoxy tumblers AND sub tumblers together on the SAME order everything will ship at the SAME time with the epoxy turnaround time frame.
RUSH ORDERS are a ONE WEEK turnaround time to ship date NOT including weekends OR Holidays.
Package Problems
If you receive your package and your cup is damaged, please send an email within 24hrs of receiving the package with detailed pictures attached.
Inquires
If you sent us an email or message inquiring about the status of your cup and your still within the turnaround time frame (meaning still within the 15wk turnaround time) we will not send a message back.
Shipping
Once your item is ready to ship you will receive an email stating that it has shipped along with the tracking number.
**Shipping Internationally**
SMM is NOT responsible for any customs and taxes applied to your order.
The recipient is the importer of record and must comply with all laws and regulations of the destination country. The recipient of an international shipment may be subject to import taxes, customs duties and fees, which are imposed once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient. SMM has no control over these charges, nor can SMM predict what they may be.
Customs, duties, and taxes are non-refundable: so a shipment that is refused because of unexpected import fees, the cost of the original shipping and any return shipping charges will not be refunded. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
Shipping Issues
When shipping items during holiday rush please keep in mind that there are ALWAYS delays and issues. USPS has a much higher volume of packages October-January. If you are tracking your package and you have not seen any movement in the scan points please contact USPS directly for more assistance. If your package has not "moved" in 7 days, please email me so I can file a package inquiry. For all other shipping assistance please email me with info. ALSO Please remember your turnaround time does not include weekends or holidays! IF your package is returned, please note that you will be responsible for the RE SHIPPING fee. If you do not want to pay the fee to ship again, we will NOT refund you for your order.
Return/Refund
Our hope is that you have a fantastic experience while shopping at southernmonogramsandmore.com, and the product purchased is everything that you expected. We’re a small business and our goal is for you to be completely satisfied! However, because of the nature of the product and personalization we do NOT have a return policy and all sales are FINAL. Please keep in mind these tumblers are not made for rough wear and tear and we are NOT responsible for broken/or messed up tumblers. IF the item is messed up upon shipping arrival you are responsible for sending pictures within 24hrs of receiving item and shipping it back to us for a replacement.*Please note once a order has been placed it can not be changed. We do not issue refunds due to the nature of the product.
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