Frequently Asked Questions
Everything below reflects our current Shipping Policy and Return/Exchange/Refund Policy. If anything is unclear, email support@captivatedgifts.com — we answer every message.
Orders and Production
How long until my order ships?
Every item is made to order, so it has to be produced before it ships. Orders typically ship within 3 business days, excluding weekends and holidays.
When will my order arrive?
United States: delivered within 5–10 business days from the time your order ships.
International: typically 10–20 business days from the time your order ships, depending on destination and customs clearance.
During peak holiday periods — roughly late November through December — carrier networks run at their heaviest volume and delivery can take noticeably longer than these estimates. If your order is a gift, please order early.
These are estimates, not guarantees. Carrier delays, customs, weather, and seasonal demand can affect them.
Where are your products made?
Printed to order in the USA.
Can I change or cancel my order?
Because every item is produced individually, we can only cancel or modify an order within the first 12 hours after purchase. Email us as quickly as possible and we will do what we can before production begins.
I made a typo in the personalization. What now?
Email support@captivatedgifts.com immediately with your order number. Items print exactly as the details were submitted at checkout, so we cannot correct a name or date once an order is in production — but if we catch it in time, we will fix it.
Shipping and Tracking
How much is shipping?
Shipping is calculated at checkout and varies by item, size, and destination. Any free shipping offer currently running is shown on the product page and applied automatically in your cart.
How do I track my order?
Tracking is emailed to you automatically as soon as your order leaves our production facility — check your inbox, and your spam folder if you don't see it. You can also look up your order here.
Orders with more than one item may ship in separate packages, at no extra cost to you, so you may receive more than one tracking number.
Do you ship internationally?
Yes. International rates are shown at checkout. Any customs duties, import taxes, or brokerage fees are the responsibility of the recipient.
Tracking says delivered, but I don't have it.
Carriers scan packages as delivered when they leave them. You will need to open a trace or missing-package claim directly with the carrier (USPS, UPS, or FedEx) using the tracking number in your shipping email. Send us the claim or case number and customer service will review it and advise of the next steps.
Damage, Returns, and Refunds
My order arrived damaged or defective.
We replace it free — always. Email us your order number and a photo or short video of the damage. Because every item is made to order, you may not need to send it back — customer service will determine whether the item needs to be returned once you contact them.
What is your return policy?
You have 30 days from delivery to return an unused item in its original condition and packaging. Because every item is made to order, change-of-mind returns are subject to a 30% restocking fee. Email us first — we will send a return label, and items sent back without an approved return are not accepted.
What can't be returned?
Clearance and final sale items (marked as such on the product page), gift cards, and personal care, beauty, or health and wellness items. A product that simply shows a discounted price or savings badge is not a final sale item — the standard 30-day return applies to it. Damaged or defective items are always covered, no matter the category.
Products and Offers
Do you offer a discount on multiple items?
Yes. Quantity discounts are applied automatically in your cart — no codes needed — and you can mix and match across different designs and sizes. Current tiers are shown on the product page.
Is a pole, stand, or bracket included with a flag?
No — hardware is not included unless the product page says otherwise. Garden flags do not include a stand, house flags do not include a bracket or pole, and 3x5 ft pole flags do not include a pole.
Will the colors match what I see on screen?
We work hard to show our products accurately, but monitors and phones render color differently. Slight variation between your screen and the printed item is normal.
Payment and Support
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, Google Pay, and Shop Pay. Checkout is processed securely by Shopify — we never see or store your card number.
How do I reach a human?
Email support@captivatedgifts.com, Monday–Friday 9am–5pm ET. Many of our keepsakes mark a loss, and we answer with care.