The short version: We offer a 30-day satisfaction guarantee. If something is wrong with your order, email us at support@sunshineletters.co with your order number and we'll fix it. Refunds are processed within 3 to 5 business days back to your original payment method.
Items that arrived in good condition
If you want to return a product that arrived undamaged and on time, email support@sunshineletters.co with your order number. A handling and shipping fee of $7.95 per item applies to all returns.
Damaged or broken items
If your item arrived damaged or broken, email us a photo of the damage along with your order number. We'll replace it at no cost to you. No return shipping needed on your end.
Personalized items
Orders with custom personalizations (names, dates, messages, etc.) cannot be returned for a refund. Because each piece is made specifically for you, we can't resell it.
We can offer store credit or a discount of up to 50% off a future order as an alternative.
Mistakes in personalization
If the engraving or personalization matches what you entered at checkout, we can't offer a refund since the item was made to your specifications. Double check all customizations before placing your order.
That said, if there's something we can do to help, reach out and we'll try to find a solution.
Cancellations
You can cancel within 24 hours of placing your order. After that, production has already started and we can't cancel.
To cancel, email support@sunshineletters.co with your order number.
Payment processing fees on refunds
Payment processors (PayPal, Stripe, Apple Pay, Amazon Pay) charge transaction fees that are non-refundable. These fees are deducted from your refund amount.
| Detail | Amount |
|---|---|
| Processing fee range | 3.5% to 4.7% (depends on payment method) |
| Orders under $99 | Additional $7.95 flat fee per item |
Example: You cancel a $125 order paid through PayPal (4.5% fee). Your refund would be $125 minus $5.63, so you'd receive $119.37 back.
Holiday season orders
During peak holiday periods, shipping carriers sometimes run behind schedule due to high volume. We do everything we can to get orders out on time, but delays caused by weather or carrier backlogs are outside our control. Orders delayed by these circumstances are not eligible for refunds.
Need help with a return or refund?
Email: support@sunshineletters.co
Phone: (772) 266-0561
Monday through Friday, 9am to 5pm PST