Frequently Asked Questions

How long will my order take to arrive?

Every sign is made to order, so there are two parts to your wait: production time (while we make your piece) and transit time (while it travels to you).

Standard shipping (USPS): 2–3 business days to make your order + 8–10 business days in transit = roughly 10–13 business days total.

Express shipping (DHL): 1–2 business days to make your order + 2–4 business days in transit = roughly 3–6 business days total.

💡 Business days exclude weekends and public holidays. Orders placed on a Friday are typically started the following Monday.

Can I get an exact delivery estimate before I order?

Yes - for express shipping especially, transit time can vary by destination. Send us your postal code before ordering and we'll check the exact DHL transit time for your area. Use the Contact page or message us directly - we're happy to confirm before you commit.

Do you ship worldwide?

We ship to the United States, all EU countries, the United Kingdom, Canada, and many other destinations. If you're unsure whether we ship to your country, contact us and we'll check.

Which carrier will deliver my order?

Standard orders ship via Post One, which hands your package to USPS for last-mile delivery inside the United States. You'll receive a USPS tracking number and can follow your parcel on usps.com.

Express orders ship directly with DHL and include full door-to-door tracking.

When will I receive my tracking number?

You'll receive your tracking number by email as soon as your order ships. For standard shipments, please allow 24–48 hours after receiving the tracking number before the first scan appears — this is normal for international postal injection.

Duties & Import Fees (US buyers)

Will I be charged customs fees or import taxes on top of my order?

No — never. All US orders are shipped Delivered Duty Paid (DDP). That means every customs duty and import fee is calculated and paid by us before your package enters the United States. The price you see at checkout is the complete price. There are no surprise charges at your door.

Why does it say my package ships from the US?

Your package is handmade in our studio in Sofia, Bulgaria, then consolidated with other US-bound shipments and cleared through US customs as a single duty-paid shipment before being handed to USPS. This is why your tracking shows a US origin point — your parcel has already cleared customs by the time USPS receives it.

I've heard that importing goods from abroad now attracts extra tariffs. Does that affect my order?

We're fully aware of the US import duty changes that came into effect in 2025–2026. Because we prepay all duties before shipment (DDP shipping), any applicable tariffs are already included in your price. You will not be asked to pay anything extra at delivery, regardless of the tariff rate.

Ordering & Customization 

How do I place a custom order?

It's straightforward. On any product page, fill in the personalization fields (name, text, size, finish) before adding to your cart. If your request is more complex — unusual fonts, a specific size not listed, a combination of elements — use the Contact page to reach us first and we'll confirm feasibility and pricing before you pay.

Can I see a preview of my sign before it's made?

For most standard personalized orders we go straight into production using the details you provide, which is how we keep production times short. If you have a specific design concern or an unusual request, mention it in the "Notes to seller" field at checkout and we'll send you a preview before cutting.

What if I made a mistake in my personalization details?

Contact us immediately via the Contact page or by replying to your order confirmation email. We can make changes before production begins at no charge. Once cutting has started, changes may not be possible, so the sooner you reach us the better.

Can I order a size or finish that isn't listed on the product page?

Often yes — our CNC equipment handles a wide range of sizes. Contact us with your requirements and we'll let you know what's possible and quote accordingly.

Do you accept bulk or wholesale orders?

Yes. We work with event planners, wedding venues, businesses, and trade buyers. For orders of 10 or more pieces, or for recurring wholesale enquiries, please contact us through the Contact page for a custom quote and lead time.

Returns & Damages

What if my order arrives damaged?

We pack every order carefully, but occasionally things happen in transit. If your item arrives damaged, please:

1.      Take clear photos of the damage and the packaging.

2.      Contact us within 7 days of delivery via the Contact page, attaching the photos.

3.      We will remake your item and ship it at no charge, or offer a full refund — whichever you prefer.

💡 Photos are required so we can file a carrier claim and prevent the same packaging issue from happening to other orders.

What if my order is incorrect — wrong name, wrong size, wrong finish?

If the error is on our side, we'll remake it immediately at no cost. If the error came from the personalization details submitted at checkout, we'll do everything we can to find a fair solution — contact us and we'll work it out together.

Can I return or exchange my order?

Because every piece is made specifically for you, we do not accept returns or exchanges on custom orders. A sign engraved with your name or your family's name cannot be resold — this is standard for bespoke handmade goods.

The exception is if the item arrives damaged or we made a production error — in those cases we will always make it right, as described above.

💡 If you are unsure about sizing, finish, or font before ordering, please contact us first. We would far rather answer your questions upfront than have you receive something that isn't quite right.

What if my package is lost in transit?

Lost shipments are rare but not impossible. If your tracking shows no movement for more than 5 business days (standard) or 3 business days (express), contact us and we'll open a carrier investigation immediately. If the parcel is confirmed lost, we will remake and reship your order at no charge.

We're a small family studio and we read every message personally. Use the Contact page or email us — we reply within 24 hours, Monday to Friday.