At Spooky Girly Crafts, every order is carefully handcrafted and packaged with multiple layers of protective materials before it leaves our studio. While we do everything we can to ensure your order arrives safely, shipping issues can occasionally occur once a package is in the carrier's possession.

Incorrect Shipping Information

Please ensure your shipping address is entered correctly at checkout. We are not responsible for orders shipped to incorrect or incomplete addresses provided by the customer.

Incorrect or Missing Items Delivered

Please contact us right away with order number, details of what is incorrect or missing from your order, and images of products received and order insert if available. 

Shipping Protection

Customers who purchase Shipping Protection at checkout receive priority assistance and replacement if their package is lost or arrives damaged during transit.

If your protected package is lost, stolen, or arrives damaged, please contact us as soon as possible so we can begin the resolution process.

Lost or Stolen Packages

If your tracking shows your package as delivered but you cannot locate it, please complete the following steps before contacting us:

1. Check around your property, mailbox, porch, garage, side doors, and any other potential delivery locations.

2. Ask household members or neighbors if they accepted the package.

3. Contact the shipping carrier to verify the delivery details and determine whether the package may have been misdelivered or is still in transit.

If the carrier confirms the package is lost or cannot be located, please contact us with:

• Your order number

• A brief description of what the carrier advised

• Any claim or reference number provided by the carrier (if available)

Damaged Packages

If your package arrives damaged, please contact us within 48 hours of delivery and do not discard the packaging until the claim has been reviewed.

Please provide the following photos to start a claim:

• Clear photos of the outside of the shipping box (all sides) 

• Close-up photos of any damage to the shipping box

• A clear photo of the shipping label on the box showing the tracking number

• Photos showing how the products were packaged inside the box and showing any damage to the internal packaging materials, including leakage.

• Clear photos of all damage to the tumbler(s) or other item(s) 

• Any additional photos or video that help document the damage

Providing complete documentation allows us to process claims as quickly as possible.

Orders Without Shipping Protection

If Shipping Protection was not purchased at checkout, any reimbursement or replacement for shipping-related loss or damage will require a claim with the shipping carrier.

In order for us to submit a carrier claim, we will require the same process and documentation listed above, including:

• Photos of the outside of the package

• Photos of any damage to the shipping box

• A clear photo of the shipping label showing tracking code

• Photos showing how the order was packaged inside the box and any damage inside

• Clear photos of all damaged products

Carrier claims are reviewed and decided solely by the shipping carrier. Processing times, approvals, denials, and reimbursement decisions are outside of our control. We will gladly assist by providing any documentation needed for the claim, but reimbursement or replacement cannot be guaranteed until the carrier has completed its review.

Processing Time and Delays

At Spooky Girl Crafts, each item is handmade and often customized just for you. Because of this, all orders require processing time before shipment.

Processing Time

Please allow 1–2 weeks from order completion for your item to be created and prepared for shipment.

“Order completion” refers to the point at which:

• All design details are finalized
• Any required approvals are received
• Your order is ready to enter production

Live Design Orders

For orders that include a live design session, please note:

• Completion timing is dependent on the current live schedule and queue
• Your design session will be completed in the order received unless otherwise communicated
• Processing time (1–2 weeks) begins after your live design has been completed and approved

We appreciate your patience, as these sessions are part of what makes your item truly one-of-a-kind ✨

Shipping Time

Once your order has shipped, delivery times will vary based on your selected shipping method and location. Tracking information will be provided once your order is on its way.

Delays

Please note that delays may occur due to:

• High order volume
• Live session scheduling availability
• Carrier delays outside of our control

We will always do our best to keep you informed if any significant delays arise.

Please Contact Us Promptly

The sooner you notify us, the sooner we can begin helping resolve the issue. Delays in reporting lost or damaged shipments may affect the carrier's ability to investigate a claim.

If you have any questions, please don't hesitate to reach out. We're always happy to help and want to make sure you have the best experience possible.

You can DM us on all socials or email us here: spookygirlcrafts@gmail.com