Due to the custom nature of the item we do not accept returns, exchanges, or requests for alterations after delivery. We ask that you communicate any specific requests through out message conversation during the order process. We only know about a preference or request if you specify it in your message. We will always do our best do accommodate your requests!

If a customer's order is returned to us for ANY reason the customer is responsible for paying for re-shipment (including undeliverable address or wrong address entered by customer).

If you need an order rushed please add the "rush my order" listing to your order (see listing description for further details) if you need it sooner than our standard 1-10 day production time.

Due to the high volume of orders that we create and ship every day we are unable to send photos or create mock-ups or proofs before production and shipment. We do sometimes share sneak peeks of customer items on Instagram! @lettersbykg_

Letters By KG, LLC, is not liable for packages that are delayed in transit, lost or damaged by the shipping carrier, or stolen-- all circumstances which are beyond our control. Once we hand your item over to the shipping carrier it is their responsibility to deliver the item. Please contact the shipping carrier directly regarding delays or lost packages. If you suspect mail theft you can obtain the GPS coordinates of the last scan point from the shipping carrier and provide this information in a theft report with your local police department.

Due to the custom nature of the item we are unable to provide any returns or exchanges of the item. However, all priority packages are insured to up to $100 and you can submit the claim to USPS online to have that insurance amount sent to you as a check in the mail. If you would like more than $100 of insurance please let us know at the time of purchase. You MUST have photos of the item and the box/packaging and you must keep the box/packaging to take to the post office if proof of damage is required. Shipping insurance MAY also require that you take the damage item to a waste yard for disposal and obtain proof of disposal.

Sometimes there are delays in transit times across all of our shipping carriers, and these will increase in the holiday season. We cannot guarantee that a shipment will arrive by a specific date, even if the tracking provides an estimated delivery date or time. Please note that once a shipping label is created, it is immediately taken to the post office, however there have been many instances where USPS does not scan the package in despite it moving in transit. There are also times they may not scan the package initially for a few days despite it being in their possession. Please note NO returns or refunds are accepted for shipping delays.

The price paid is the price of the item at the time of your order. For example, if the item is in a 10% off sale a week after you order we do not go back and refund all previous customers that 10% off amount.