FAQ + Customer Help

Stag & Hen Customer Help + FAQs 

Need help? We’ve got you covered! We’ve provided answers to our most frequently asked questions below. If you are unable to find the information you need, give us a shout at info@shopstagandhen.comWe typically reply within 24-48 hours, but responses may take a bit longer on weekends or holidays.

SHIPPING 

How long will it take to receive my items? 

Orders placed with standard shipping are guaranteed to ship within 1-3 business days, however most orders ship on the next business day. It then takes an additional 2-10 days for delivery depending on the shipping method selected at checkout and your proximity to our headquarters in Dallas, TX. 

To best ensure delivery by the date needed, we suggest placing your order at least 5-10 business days prior to the date needed. If you need your order urgently, we offer expedited shipping options at checkout including UPS 2nd Day Air and UPS Next Day Air.

What shipping methods do you offer? 

We offer the following shipping methods for domestic orders. Shipping cost is calculated based on package weight and destination and will be displayed at checkout prior to payment.

  • USPS First Class Mail: 5-10 business days
  • USPS Priority: 3-7 business days
  • UPS Ground: 2-6 day business days
  • UPS 2nd Day Air: 2-4 business days
  • UPS Next Day Air: 1-2 business days 

NOTE: We cannot promise or guarantee delivery dates for shipments and are not able to refund original shipping fees paid if the order does not arrive in the estimated delivery window. 

Do you guarantee delivery dates? 

Unfortunately we are not able to guarantee delivery by a specific date as we have no control over packages after we hand them over to the shipping carrier. Please note that shipping fees cannot be refunded if your order does not arrive in the estimated delivery window. Thank you for understanding! 

How do I track my package? 

After placing your order, you will receive an email notification when your order has shipped with a tracking number. If you can't find the email with your tracking number, please contact us at info@shopstagandhen.com and we'll forward it your way.

I am local to Dallas. Can I pick up my order? 

Unfortunately we are not able to accommodate customer pick ups at this time. 

Do you offer free shipping? 

Yes! We provide free standard shipping on domestic (USA) orders over $100. Orders must be $100 or more after discounts and before shipping fees are applied to qualify. 

Do you ship internationally? 

Currently, we only offer international shipping to Mexico and Canada via USPS. 

You will be able to see shipping rates and estimated transit time at checkout, however, note that some shipments may take as long as 6 - 8 weeks for delivery due to customs delays. We highly recommend upgrading to priority shipping as this option provides better tracking and faster shipping time. In addition, certain countries may charge additional custom or duty fees when your order arrives, so please research this before buying. 

NOTE: We cannot promise or guarantee delivery dates for shipments. If your package arrives after the date needed and you would like to return it, the customer is responsible for the return shipping cost and the original shipping fee cannot be refunded.   

ORDER & DELIVERY ISSUES 

How do I cancel or make a change to my order?

Your order officially begins processing immediately after it has been placed. Cancellations, order changes, or shipping address corrections cannot be guaranteed once an order has been submitted. Please contact us immediately at info@shopstagandhen.com if you wish to cancel or make any changes and we will do our absolute best to update your order before it ships. 

My package says it has been delivered but I don’t have it. What should I do? 

We are so sorry to hear this! Your best next steps are to confirm that the shipping address provided at checkout was accurate and check with neighbors and/or your leasing office to see if someone else may have received the package by mistake. Additionally, please contact UPS (1-800-742-5877) or USPS (1-800-275-8777) to let them know you have not received your package. If the shipping carrier is unable to assist with locating the package and it still has not arrived within 2-3 business days, please contact us at info@shopstagandhen.com to troubleshoot further. 

NOTE: Stag & Hen is not liable for lost or stolen packages and is not able to issue refunds when proof of delivery has been provided by the shipping carrier. 

It looks like my order is going to arrive later than the date I need it. Is there anything I can do? 

We are so sorry about this - we know package delays are a huge disappointment. Your best bet in this situation is to contact the shipping carrier to see if they can upgrade the shipping service or change the destination address. If the package does not arrive in time for your party, you can always return it for a refund

NOTE: We cannot promise or guarantee delivery dates for shipments and are not able to refund original shipping fees paid if the order does not arrive in the estimated delivery window. 

I received the wrong item, a damaged item or something is missing from my order. What should I do?

We are so sorry to hear this! Our team works very hard to pack each order with great care, but on occasion can make a mistake or items may be damaged during the shipping process. If there are any issues with your order, please contact us at info@shopstagandhen.com so we can help make it right. 

I am not happy with my order and want to return it. What should I do? 

If for any reason you are not 100% happy with your order, please let us know by contacting us at info@shopstagandhen.com or feel free to return your items for a refund. To start a return, visit our Returns Portal

RETURNS & EXCHANGES

What is your return policy? 

Stag & Hen offers full refunds, less the original shipping fee, for any items returned to us within 30 days of purchase. Items must be unopened, unused and undamaged when received to qualify for a refund. Customer is responsible for the return postage cost and return shipping labels are not provided. 

How do I make a return? 

To start your return, please visit our Returns Portal.

How do I make an exchange? 

If you would like to exchange your item for something else in our shop, please contact us at info@shopstagandhen.com

When will I be refunded? 

Returns are typically processed within 5-7 business days after they arrive at our headquarters.  

PRODUCTS

An item I am interested in is out of stock. How can I be notified when it becomes available? 

To sign up for a restock alert, navigate to the product page of the item you are interested in and enter your email under the ‘Notify Me When This Item Is Available’ section. Then, select ‘Email Me’ to be automatically notified when we have restocked. 

Can I personalize or customize an item in your store? 

At this time, we do not offer personalization or customization. 

Do you sell SVG or artwork files for your designs?

Thanks for asking! No. We do not sell our artwork or designs or allow third-parties to recreate our designs in any way without prior permission. Our artwork is 100% original and copyrighted. We never copy or imitate other's designs and ask that you show us the same respect. Please do not reproduce our artwork.

I ordered a digital invitation template and have not received an email with more information about how to access. What should I do? 

So sorry for the technical difficulties! You should have received an email with log in instructions from Templett (our editing application partner) at the email address provided at checkout. If you did not receive the email or no longer have access to that inbox, you can still log in and start editing your template. Please see more instructions here.

PAYMENT

What currency is displayed on the website? 

We display all prices in USD. When placing an order online, you will want to take into consideration the conversion from USD to your country's currency. Depending on your country's currency, the price paid at checkout may differ from the amount deducted from your bank account. Similarly, all refunds will be issued in USD and will be converted to your country’s currency when processing through your bank.

My order did not process at checkout, but I have a charge(s) on my bank statement. What should I do?

We apologize for any concern or confusion! When this happens, it is likely due to the payment method provided at checkout failing the security authorization. Because the payment was not approved, the order and payment did not process. Any charges on your statement are likely “pending”, rather than “posted”,  and should fall off within the next few business days. If you have additional concerns or questions, feel free to contact us at info@shopstagandhen.com

I forgot to apply my promotion code. What should I do? 

No sweat! Contact us at info@shopstagandhen.com and we will help with applying your promotion code to your order. 

I am interested in offering your products on my website or in my retail store. Do you offer wholesale? 

Thanks so much for your interest! Please contact us at partners@shopstagandhen.com for more information about wholesale. Please note that we do not authorize third-parties to resell our products without our explicit or stated permission and anyone doing so is in violation of our terms and conditions.

I make a product I think would be great in your shop! Who do I contact? 

We’d love to learn more! Please contact us at partners@shopstagandhen.com and tell us more about you and your product. 

I’m interested in being an affiliate and/or partnering with Stag & Hen. What steps do I need to take?

Thanks so much for your interest in partnering with Stag & Hen! Please visit our Partner Page for more information about our partnership opportunities and to apply to become a Stag & Hen partner.  

GET IN TOUCH

How can I contact you directly? 

We’re here to help! Give us a shout at info@shopstagandhen.com. We typically reply within 24-48 hours, but responses may take a bit longer on weekends or holidays.

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