FAQs
DISCLAIMER:
ALL ORIGINAL PIECES ARE MADE TO ORDER AND ARE FINAL SALE. IF YOUR PURCHASED ITEM IS NOT IN-STOCK THEN PLEASE KNOW THAT YOUR ORDER MAY TAKE UP TO 1-2 WEEKS TO PROCESS BEFORE SHIPMENT. FOR FURTHER QUESTIONS OR COMMENTS PLEASE EMAIL US AT HELLO@SADIESMOON.COM. THANK YOU.
WARNING: OUR PRODUCTS ARE MADE FOR AGES 6+. CHOKING HAZARD - SMALL PARTS. NOT FOR CHILDREN AGES 5 AND UNDER. BY PURCHASING THIS ITEM YOU ARE ASSUMING ALL RESPONSIBILITY AND SUPERVISION OF YOUR CHILD.
1. I JUST PLACED AN ORDER ONLINE, WHEN WILL MY ORDER SHIP?
All of our items are handmade to order. Some items are in stock and some need to be specially ordered. Please give us up to two weeks to ship your order. If you need your order right away or for a specific date, please call (818) 501-9300, or email us at hello@sadiesmoon.com prior to placing your order and we will advise your shipping timeframe.
2. I MADE A MISTAKE IN MY ORDER DETAILS: SHIPPING ADDRESS, EMAIL, PHONE NUMBER, ETC. CAN I FIX THIS?
Please contact as soon as possible by phone at (818) 501-9300 or by email at hello@sadiesmoon.com and we will do our best to assist you right away.
3. IS IT TOO LATE TO CANCEL MY ORDER?
If the order was just placed and has not been processed yet, then please give us a call at (818) 501-9300 and we will do our best to accommodate you.
4. IS IT POSSIBLE TO OVERNIGHT MY ORDER?
USPS offers overnight shipping, however it will most likely take up to two days for delivery depending on your shipping location. We are happy to accommodate alternate shipping channels such as UPS or FedEx, but be sure to contact us prior to placing your order so that we may find the best shipping method to fit your needs. In addition, after you have placed your order with requested overnight shipping, your order will ship as soon as it is available. As stated above, we do not always have specific items in stock and it may take some time to process your order before it goes out. We highly recommend for you to contact us prior to placing your order to assure timely arrival and to deter any grief.
5. WHERE IS EVERYTHING MADE?
All Sadie’s Moon items are handmade with ♥ in the USA.
6. CAN I RETURN MY ORDER?
Due to the handmade nature of our items we cannot accept returns at this time. We are happy to discuss other alternatives to satisfy your needs. However, we will take into consideration any special cases on a case-by-case basis. You must obtain an RA# (Return Authorization #), prior to dropping your return in the mail by contacting us at (818) 501-9300 or by email at hello@sadiesmoon.com (we will not accept ANY returns without an RA#.) Please note that in the event of a return we are NOT responsible for any lost or damaged items through the mail. Customers are responsible for all shipping costs when returning items. We recommend to also purchase insurance as well as tracking in order to assure a safer delivery.
7. I BOUGHT AN ITEM ON/IN A DIFFERENT WEBSITE/RETAIL STORE, CAN I STILL RETURN IT TO SADIE’S MOON?
Unfortunately, we are unable to accept returns for items that were not purchased through our website or from our retail location. If you received your item as a gift please contact us directly and we will do our best to locate your order to further assist you.
8. WHY DON'T YOU ACCEPT RETURNS?
Due to the handmade nature of our items we are unable to accept returns. Each item is made by hand with unique & slight variations from piece to piece including color shades, transparency, glitter, etc. We believe this gives each piece some character!
9. CAN I EXCHANGE MY ORDER?
Yes, we will accept exchanges within 5 days after time of delivery. Please contact us at (818) 501-9300 or by email at hello@sadiesmoon.com to process your exchange. Customers are responsible for all shipping costs when exchanging items. We cannot accept any exchanges on any sale items. All sale items are final sale.
10. DO YOU DO CUSTOM WORK?
Yes, we are happy to discuss and offer customization options on most of our items/collections. Please contact us at hello@sadiesmoon.com for all custom inquires.
11. CAN I ALTER OR CUSTOMIZE A SALE ITEM?
We do not offer any customizable options on any of our sale items.
12. MY ITEM BROKE/IS DAMAGED. CAN YOU REPAIR IT?
If the damage is a defect then we will be happy to repair or replace it for you. We can mostly repair items with damage caused by normal wear & tear for a minimal fee. Please DO NOT send your item back without prior communication. We need to assess and determine the cause of the damage and we also require a completed Return Authorization Form. Please contact us for more information.
13. THE STATUS OF MY ORDER SAYS DELIVERED WHEN I TRACK MY ITEM, BUT I DID NOT RECEIVE IT YET. WHAT CAN I DO?
In the event that you have not yet received your order, we are unable to replace it if the status of your order displays confirmation of delivery in our system. We will assist you with any information you may need, but we suggest you contact your local post office and postal worker about your package. Unless specified otherwise, all items are sent with First Class mail with tracking. We are not responsible for lost or stolen packages with confirmed delivery.
14. I SENT AN EMAIL, WHEN WILL YOU RESPOND?
We generally respond fairly quickly to all emails. Please expect a reply within 24-48 hours from M-F (please be patient if our response may be delayed due to holidays or if your email came through the weekend.) If for some reason you do not hear back from us please give us call at (818) 501-9300. Please also check your junk or SPAM folders just in case!
For further questions or comments, please don’t hesitate to contact us at (818) 501-9300 or by email at hello@sadiesmoon.com. We’re happy to help!