Got questions? I have answers. Below you'll find answers to the most common questions - from custom order information to refunds/exchanges and beyond. If you have questions beyond what is covered, please feel free to contact me at alex@alexandraem or fill out the form here. I will warn you that there is a lot of information here, so if you're looking for something specific please run search using Command + F. Thanks!


CUSTOM ORDERS

I welcome custom orders of all kinds! Please contact me to discuss your project. My email is alex@alexandraem.com. 


SHIPPING

PACKAGING: 
Physical items will be shipped in rigid mailers, boxes, tubes, or padded envelopes (depending on size and shape) and will be mailed first class through the USPS unless otherwise requested. Insurance and expedited shipping are also available upon request. 

MULTIPLE ITEM ORDERS:
Our policy is to hold all items until everything is ready to ship. If you'd prefer separate shipments, please convo us. 

SHIPPING ADDRESSES: 
Unless specifically requested, we ship to the address provided when you purchase your order. We are not responsible for mis-shipment if the information provided is incorrect. We do make every attempt to verify shipping address prior to shipment. 

DOMESTIC ORDERS: 
All orders shipped first class mail via the USPS. While most orders within the US take 2-5 days to arrive, occasionally transit times can/may vary and are out of our control. If for any reason you are worried that you have not received your delivery within a reasonable amount of time please convo me and I will work with you to resolve the matter! Tracking is provided for all domestic shipments.  

INTERNATIONAL ORDERS:
I ship USPS first class internationally as well. First class generally takes 2-3 weeks to arrive, but this is not guaranteed. I am not responsible for any lost international mail under any circumstances, but I will work with you to help see that the matter is resolved. Tracking is not available for first-class international shipments. Expedited shipping is available upon request. Any additional shipping charges must be paid prior to shipment. 

CUSTOMS: 
Any costs incurred above regular shipping are the buyer`s responsibility. This includes any customs fees or import taxes. 

NOTE: 
Once your order leaves our hands, I am not responsible for damages or losses made by USPS, but will work with you to sort out any insurance concerns with the USPS. I recommend you take photos of any damage for insurance claim purposes.


REFUNDS & EXCHANGES

PRINTED ITEMS: 
Not in love with your printed piece? No problem - with a few exceptions for truly custom work (don’t worry - your custom color pick IS returnable) - I am happy to refund your purchase price or exchange your piece, and will even provide a return label at no charge. Simply return your piece in its original condition and no questions will be asked. 

PRINTABLE ITEMS: 
Unfortunately because there is no way to know if the artwork has been printed, I am unable to accept returns or issue refunds for printable items. 

ADDITIONAL INFORMATION: 
Did you get the wrong item or is something not quite right? Please let us know before you leave negative feedback. We strive to make sure everything that goes out is perfect, but accidents do happen. If you experience anything like this - please let us know! We will be happy to provide a return shipping label and ship the right item to you at no cost.

If an item is received damaged, please contact us so we can make arrangements to replace it for you. It will not leave my shop damaged and the Postal Service requires photos and proof of damage while in their care. **Please note, if you are concerned about damage, you MUST purchase insurance.**


PRINTABLE ITEMS

WHAT ARE PRINTABLE ITEMS? 
Printable items are listings for purchase that come in the form of digital files that you are able to download to your computer or other personal device and print at home, at a copy shop, etc. These listings may be instant downloads (non-customizable) or listings for which I will send you files via email (customizable, with some restrictions - please convo for full details). While I am happy to provide assistance and recommendations for printing options of printable items, I do not print and ship the item to you. 

PRINTABLE ITEMS // TERMS OF USE:
You ARE able to:
1. Printable files are for personal use only.
2. Give away a print out as a gift (please no more than 5 times per printable, if you need to print more than 5 for a gift, please make another purchase!).

You ARE NOT able to:
1. Share the file with anyone via email, USB, or any other means.
3. Sell the printable file to anyone else.
3. Sell print outs of the printable file to anyone.
4. Use the printable files or print outs in giveaways without permission.
5. Edit, manipulate, or use the printable file on products for sale.
6. Use printable files for ANY commercial use (including but not limited to reproduction and resale).

Purchase does not transfer rights. Copyright of designs remains with alexandra em. By purchasing this item, you have agreed to the full terms of use listed above.


MISCELLANEOUS

RUSH ORDERS: 
Have a rush need? We aim to please! Please convo me and I will do everything possible to meet your deadline. 

ALTERNATE COLORS & FONTS:
Terribly sorry, but no. The designs are created using specific fonts and those fonts, in turn, become part of the design. To alter them would diminish the integrity of the design. You are welcome, however, to request a custom order, which would be subject to custom order fees.

SCREEN CALIBRATION & PRINT COLORS
Due to differences in calibration from screen to screen, colors may appear slightly different on your monitor. If you would like printed color samples prior to purchasing, please convo me for details.