FAQs

Turnaround time for personalized items is up to 10 business days. This means it will take up to 10 business days before your personalized items are ready to ship. Please allow the full time for your order to process. We are not able to rush orders faster than our standard turnaround time.

Business days are Monday through Friday 9:00 am to 5:00 pm MDT excluding federal holidays.

We run on time, but please allow the full processing time for personalized products. Our customer service team is not able to check if an order will be finished early, they will only be able to let you know the due date for your order which is 10 business days after the order is placed. 

We do not have rush processing available for personalized products. If you already placed an order with us, we are unable to change the processing speed.

Shipping options and estimated delivery speeds are shown during the checkout process. The shipping speed applies to the delivery timeframe only and does not include production time for personalized items. Most shipments take about 2-6 business days for delivery. For urgent orders, we recommend UPS rather than USPS. 

Most packages arrive on time, but carrier delays can happen. The posted shipping speeds are estimates only and are not guaranteed. 

Due to the impacts of COVID, shipping carriers are experiencing more frequent and longer delays. 

Please allow up to 10 business days for production plus about 2-6 business days for carrier delivery, depending on the shipping method chosen at checkout.

We aim to make and ship orders quickly, and therefore we do not send design proofs before processing orders. All of our font and color options can be previewed in advance on our website.

We begin working on orders right away, and therefore we are unable to change or cancel personalized orders once we start working on them. Please select your options carefully and double check spelling before placing the order.

We run on time or early according to the processing times below.  

Processing time is the time it takes us to fulfill an order and does not include the time it takes for shipping and delivery. Shipping speed is in addition to processing time. 

For orders with multiple items, we will ship the entire order when all items are ready. If you prefer multiple shipments, please place separate orders. We may ship items separately at our discretion. 

Regular processing times are:

Solid color muslin, waffle blankets, and other ready-to-ship products - 1 to 4 business days

Milestone and plush minky blankets - 5 to 10 business days

Personalized hats and bows - 5 to 10 business days

Minky lovey blankets and oversized minky blankets - 10 business days

Personalized stretchy jersey blankets and sets - 10 business days

If you created a customer account you may log in and see if your order has shipped. We also send shipping notifications via email or text you will be notified when your order ships.

You will receive an email shipping notification with a tracking number as soon as your order has shipped.

Shipping methods are shown during the checkout process and customers may select their preferred option. Due to the impacts of COVID-19, many USPS shipments have been delayed. Please be prepared for possible delays if USPS First Class Mail, USPS Priority Mail, or our "FREE SHIP" option are selected at checkout. These are the most economical shipping methods, but are also the most likely to have delays. We recommend UPS for urgent orders. 

Rush processing is not currently available. We are not able to accommodate requests to rush an order after it has been placed. Non-personalized items like muslin blankets and waffle blankets take the least amount of time to process and ship. Personalized items will be ready to ship within 10 business days.

We do not have a rush processing option at this time, and we cannot guarantee an order will arrive by a certain date.

All shipments will be sent without a signature requirement unless specifically requested. If you would like to have a signature required for delivery, please leave us a note in the comment section at checkout or send us a message before you order ships.

We will insure UPS and USPS Priority Mail shipments. We do not include insurance for USPS First Class Mail shipments or our FREE SHIP method. If you would like your package to be insured against loss we recommend using USPS Priority Mail or UPS. Once a package leaves our warehouse we do not assume responsibility for lost, late, or stolen packages.

Please contact us right away if your order has an incorrect shipping address and let us know what address you would like to use instead. We will do our best to assist you before the shipment is sent.

We accept returns and exchanges on regular price muslin swaddle blankets, waffle blankets, and other ready-to-ship items within 14 days of order delivery. Sale items and personalized products are not eligible for returns or exchanges. Return shipping is the responsibility of the customer, and original shipping charges will not be refunded. If the original order was processed with free shipping, the actual shipping charges we incurred will be deducted from the refund. To begin a return or exchange, please email returns@sugarhouseshop.com

Personalized products and made-to-order items are considered final sale and are not eligible for a return or exchange. If there is a problem with your order or you have a question about what you received please email help@sugarhouseshop.com and include your name, order number, a description of the problem, a picture if applicable, and we will get back to you right away.

Although most packages arrive on time, there are occasional delays with carriers USPS and UPS.  Once a package is in the carrier's possession we are not able to help with the shipping speed, but customers may contact USPS or UPS directly for help. 

Check all possible places the package could have been placed - porch, mailbox, side door, neighbor's house, other members of your household, etc. For USPS deliveries visit missingmail.usps.com.

Occasionally a shipping carrier will accidentally mark a package as "delivered" while it is still in their possession. In this case, the package will usually arrive the next business day.

We do not accept responsibility for lost, missing, or stolen packages after the shipping carrier has confirmed delivery. If the package has been marked as "delivered" but cannot be located, the customer must contact the shipping carrier directly for assistance. Contact the carrier immediately for best results. 

For extra protection from a lost package scenario, customers can purchase an insured shipping method like Priority Mail or UPS Ground. To request a signature for delivery please email help@sugarhouseshop.com and let us know you would like that requirement for your shipment.

If you wish to add a gift message, please type your message in the notes section on the cart/checkout page and we will print that message on the packing slip. Our packing slips never show price or payment information.

We do not offer gift wrapping for orders. We use attractive, minimal packaging that creates little waste and keeps our packages small and light for the best shipping rates.

Care instructions are available here.

Product safety is extremely important to us. We meet or exceed all safety standards for children's product manufacturing and textile production. All of our products are made with child-safe fabrics and materials. Product safety certificates are available by emailing help@sugarhouseshop.com.