What are my payment options? Thirtysevenwest.com accepts all major credit cards for payment, including Visa, Mastercard, and all methods of payment allowed via PayPal.
Will I be charged sales tax? We are required to charge sales tax on orders that will be delivered to the following states:
Do I have to create an account to order? No. You can use our quick checkout, which does not require that you create an account with us. We do, however, encourage that you create an account so that you can track your order and view your order and payment history through our website.
How long will it take to process my order? For all the items available on our website, including: personalized gifts, ribbon, perishable items, engraved items, and stationery items, please allow 14-21 days to process your order in full (this does not include shipping time).
For all labels, including: custom woven, semi-custom, boutique, and borders labels, please allow 3 weeks to process your order in full. For cotton labels, please allow 4-6 weeks to process your order in full (processing time for all labels does not include shipping time).
How do I know that my order has been successfully submitted? When you place an order with us, you will receive an email confirmation to the email address provided in the order form within 24 hours of submitting the order request.
If you do not receive an email confirmation for your order, please Email Us or call us at 1-877-627-9408 .
Can I place an international order for gifts or labels? For all gifts and product items available on our website, we can only accept orders from the continental U.S. (48 states, excluding Hawaii, Alaska, and all territories). We apologize for any inconvenience, but we’re a small company for now and will look to provide gift services outside of the continental U.S. in the near future.
For all label orders, please call or email us about international orders and we’ll be happy to discuss your order.
Can I order by phone? At this time, you cannot place any gift orders via phone, although our customer service team will be happy to help you with any questions or concerns you may have.
For label orders, we will be happy to walk you through the process and assist you with any questions or concerns you may have. All label orders will need to be processed via the website.
Do you offer samples of any products or labels? We do not offer samples for personalized gifts, packaging, or edibles. We do offer samples of our labels and charge a small shipping fee to send them to you. For label samples, please refer to the Clothing Labels link on the website.
For orders with multiple quantities and multiple boxes our policy is as follows.
1. For damaged products, a “Return Merchandise Authorization” (RMA) is required. Please contact us if your products arrive damaged and you need an RMA. Products must be damaged during transit. Product box must be damaged as well and returned with the product. Damage must be reported to us within 24 hours from date and time of receipt via email and reported immediately to the carrier.
2. If your order is not personalized and you have changed your mind for any reason, you are responsible for shipping both ways, even if it was on a free shipping promo. There is a 20% restocking fee. We will refund your money as long as only 1 box is opened and the merchandise is in its original packaging and unused. Refund will not be issued if more than one box of the same item has been opened.
3. All personalized items are final sale. If it is damaged, it will be replaced with the same item and following the guidelines of #1.
4. Product(s) being returned must be returned in the original package and over package for return shipping to prevent damage, or additional damage, in transit.
Do you ship to international addresses? Please call 1-877-627-9408 .
How will I know that my order has shipped? When your order ships, you will receive an email with tracking information for the designated carrier service that will be delivering your package.
What shipping carriers do you use? To ensure that your package arrives safely and as quickly as possible, thirtysevenwest.com will use the carrier that it deems best for delivering your package to your address.
You can request that we use a specific carrier to ship your package, however, please note that your order may be subject to additional fees.
Do I have to sign for my package? Can I request a signature for my package? In most cases we will not require that you sign for your package. You may request that the carrier require a signature upon delivery. To do this, please make sure to include it in the notes section when you place your order and we will be happy to notify the carrier of your request.
Can I rush the shipment of my package? Yes. We understand that you have deadlines or special occasions and sometimes need your items to reach you faster than standard shipping will allow. For rush shipment, including two-day and overnight shipping, extra fees will apply.
What is the shipping time and policy on perishable items? All of our perishable and edible gifts will be shipped by a method that will ensure that your package reaches you within 7 days or less, depending on the items.
Can I ship to multiple addresses? Yes. We will happily ship your items to different addresses, but please note that you will be charged multiple shipping fees, regardless of the addresses’ proximity to each other.
Lost, Stolen, or Damaged Packages
What if the carrier says that my package was delivered, but I did not receive it? Whenever your package is shipped, you will receive tracking information via email from the carrier responsible for delivering your package. If tracking proves that the designated carrier delivered your package, but you did not physically receive the package, Thirtysevenwest.com is not responsible for the failed delivery. We will be happy to help you file a claim with the carrier.
What if my package arrives damaged? If your package arrives damaged or defective in any way, we will be happy to replace it with the exact product that you originally ordered. If your package arrives damaged, please contact us immediately via Email Us or call us at 1-877-627-9408 .
What if my package is lost or stolen? We are not responsible for any packages that have been lost or stolen in transit to your shipping address. Thirtysevenwest.com gives special attention to the exact address that you provide when placing your order. In the event that we have made an error with your shipping information, we will be happy to replace your package if it has been mailed to the wrong address and not rerouted to the correct address or returned to our warehouse.
What if the carrier attempted to deliver several times and eventually returned it to you? How do I get my package re-delivered? If the carrier makes several attempts to deliver your package and is unsuccessful, the package will be shipped back to our warehouse. In the event that this happens, we will be happy to re-ship your package to you, but will be required to re-charge you the original shipping charges.
Standard processing for most products is approximately 14 to 21 business days plus shipping time. (This is not a guaranteed time frame as certain circumstances may cause a longer delivery) PLEASE NOTE- 100% Cotton Woven Labels take 4-6 weeks.