Frequently Asked Questions (FAQ)
1. How long does shipping take?
Our normal processing time is 2–5 business days (excluding weekends and holidays). Once shipped, most U.S. orders arrive within 3–8 business days depending on the carrier.
2. Do you offer tracking?
Yes! Once your order ships, you’ll receive an email with a tracking number. Please allow up to 24–48 hours for tracking to update.
3. What if my package is delayed during the holidays?
Holiday seasons like Black Friday, Christmas, and New Year often cause nationwide carrier delays. Please be patient and use your tracking link for the most accurate updates. We promise to ship as quickly as possible.
4. What if my package shows “delivered” but I can’t find it?
This is common during busy seasons. Please:
- Check nearby doors, mailrooms, or neighbors
- Wait 48 hours — many carriers mark as delivered early
- Contact your local post office with your tracking number
If it’s still missing after 48 hours, message us and we’ll help guide you through next steps.
5. What is your return policy?
We accept returns within 30 days of delivery as long as items are unused and in original packaging. Personalized or custom items cannot be returned unless damaged or incorrect.
6. What if my item arrives damaged or incorrect?
We deeply apologize! Please email us within 7 days of delivery with your order number and photos. We’ll send a replacement or issue a refund right away.
7. Do you accept cancellations?
If your order has not entered processing or production, we can try to cancel it. Please contact us immediately after placing your order.
8. Do you ship internationally?
At the moment, we primarily ship within the United States. International options may be added soon — stay tuned!
9. Can I change my shipping address after placing an order?
Please contact us as soon as possible. If the order hasn’t shipped yet, we may be able to update the address. Once shipped, carriers do not guarantee rerouting.
10. Do you offer gift wrapping or gift messages?
Yes! Some items include the option to add a gift message at checkout. We’re working on offering full gift wrapping soon.
11. Where are your products made?
Our products are designed with love by Words on the Go. Printing and fulfillment are handled by trusted U.S.-based production partners to ensure high quality and fast delivery.
12. Can I order custom designs?
At this time, we do not offer fully custom orders — but we’re working on adding personalized options soon!
13. My discount code isn't working — what do I do?
Double-check that the code hasn’t expired and that it applies to the products in your cart. If it still doesn’t work, message us and we’ll help you right away.
14. How do I contact customer support?
You can reach us anytime at wordsonthemove25@gmail.com or through our Contact Us page. We respond within 1–2 business days.
15. Are your products safe for kids?
Our teddy bears and kids’ items are soft, family-friendly, and made with safe materials. Always supervise young children as a safety precaution.